Working with Chat triggers

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8 Comments

  • Mirjam Happel

    Referencing point 8: Select actions under Perform the following actions. To add placeholders, type @.

    Where can I find a full list of placeholders? When I type "@". Options are not appearing.

    3
  • Chris Fassano

    If triggers won't fire when agents are offline, then what's the purpose of the condition  "Account status equals offline"? 

    I'm trying to figure out a way to send a message to queued visitors when operating hours have concluded and all agents are offline.

    Right now, it looks like visitors are allowed to stay in the queue indefinitely when all agents go offline until they are idle for 20 minutes. After they are idle for 20 minutes, they see this message.

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Chris Fassano,

    My apologies for the confusion generated by that trigger condition. That is left over from some legacy functionality that is no longer applicable. I will be glad to flag that part as feedback so it can be reviewed by the proper team, as I think it leads to some unclear expectations when using the product.

    Depending on if you use the chat widget, or the integrated web widget experience for chat, you might be able to display your operating hours for the customer ahead of time. That would be our best practice at this point. If you are interested in that route, please tell me a little more about which widget type you use (in other words, do you update your widget settings on the Zendesk Chat side or the Zendesk Support side).

    I hope this is helpful!

     

     

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  • Chris Fassano

    Thanks for the assistance, Ben Van Iten.

    We use the integrated web widget with Answer Bot and ticket forms enabled.

    0
  • Anh Nguyen

    Hi, how can I add an auto response. It seems like it doesn't allow us to add URLs

    0
  • Nicole S.
    Zendesk Community Team

    Hi Anh,

    Here is a recipe to set up the Chat triggers for an auto response: Recipe: Auto reply to a customer requesting a chat

    0
  • Anh Nguyen

    Hi Nicole,

    Thanks for the information.

    Can we add HTML to the auto response?

    0
  • Nicole S.
    Zendesk Community Team

    No, HTML does not function in Chat triggers. I double-checked re: urls and hyperlinks will not work in Chat triggers, either. You'll need to post the actual URL in your trigger for the user to copy and paste into their browser.

    0

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