Creating an out-of-office message for web and mobile messaging

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  • Jose Juan Avila

    Hi all,

    When setting a flow with the Flow Builder, after suggesting an article , the Bot ask you if the problem is solved or if you need to "talk to a human".

    When selecting "talk to a human", the user is expecting an agent to talk to him, but it does not make sense when the agent is offline or the agent is not in working hours.

    One possible solution is to create a trigger so that the client knows we are offline. Is it possible?

    We are able to create a triger using the following condition:

    Run trigger: A visitor sends a chat message

    But in this case, the user tipically is not going to send a chat because he is waiting for the agent to answer.

    I tried to create the trigger using:

    Run trigger: When visitor request a chat

    But it does not work. I imagine that when the user click "talk to human" it does not mean for zendesk to request a chat.

    Am I missing something? Is there any workaround to solve this situation?





  • Michael Froeming
    Zendesk Customer Advocate

    Hi Tracey,

    Could you please make sure you're creating a trigger in the Chat dashboard instead of Support? Here's a related article as reference:


    Michael Froeming | Senior Customer Advocacy Specialist

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  • Francis Morissette

    Does not seem to work for me on my end. The message never gets sent. I used "account status is not equal to online".

  • Yu-Hsuan Chao
    Zendesk Product Manager

    Hi Francis,

    Could you explain in detail what the configurations are for the problematic trigger? Some screenshots of your trigger settings will help greatly too. 

    Please Contact Zendesk Customer Support with the above information and our team will have a check for you, thanks!  

  • Tiffany Chiu

    Hi Michael,


    I also couldn't get the trigger to fire on our test page:


    Thank you,


  • Prakruti Hindia
    Zendesk Product Manager

    Hi Tiffany, 

    The account status is considered offline when all your Chat / Messaging agents are offline. 


  • Tracey Brooks

    We don't even have these as options in trigger: 

    • Check conditions: Check all of the following conditions

      • Account status | equals | Offline
    • Perform the following actions
      • Send message to visitor | Responder | [message text, such as "Sorry, I’m offline"]

  • Romona
    Zendesk Customer Advocate

    Hi Jose,

    Are you checking the "Channel" to ensure that its listed as Messaging :

    Perhaps give this a try, it should work. 


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