Zendesk Chat triggers conditions and actions reference

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33 Comments

  • Alban Leandri

    Still not clear what is the action "Set triggered". What does it mean, practically speaking? Can you provide details and use cases, please?

    4
  • Vivek Mishra

    I want to set platform specific trigger, which fires only on android...

    I have set Visitor Platform = Android

    it's working fine, but when i access same in website using chrome browser on mobile in that case also it is being fired.. How to set a trigger condition that it is fired only on android app and not on any android browsers.

    1
  • Emily

    https://support.zendesk.com/hc/en-us/articles/115000084427 - "What are the conditions for "Visitor Status > Idle"?"

    0
  • Glen

    Trigger placeholders list above needs to be updated by below. There are 29, above it shows only 15.

     

    @hour_of_day

    @day_of_week

    @visitor_ip

    @visitor_hostname

    @visitor_city

    @visitor_region

    @visitor_country_code

    @visitor_country_name

    @visitor_page_url

    @visitor_page_title

    @visitor_referrer

    @visitor_search_engine

    @visitor_search_terms

    @visitor_user_agent

    @visitor_browser

    @visitor_platform

    @account_status

    @visitor_previous_visits

    @visitor_previous_chats

    @visitor_name

    @visitor_status

    @visitor_time_on_page

    @visitor_time_on_site

    @visitor_page_count

    @visitor_requesting_chat

    @visitor_served

    @visitor_tags

    @visitor_triggered

    @referrer

    -1
  • Joann Boznos

    Is it possible to insert a placeholder for the agent's name?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Joann,

    The Trigger placeholders are designed to only detect the visitor's information at this time. I'm afraid there's no way to configure a Trigger to populate the agent's name.

    If this is something you're interested in, I encourage you to create a post in our Chat Product Feedback forum for our Product Managers to review.

    Cheers!

    0
  • Eduardo Barrientos

    Is there an action to close the chat if solicitor is idle or absent for x period of time?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Eduardo,

    There's currently no Trigger condition that will close a chat automatically for an end-user based on the amount of time that has passed. This needs to be manually closed by the agent/end-user.

    I did some digging on our end and it looks like one of our Chat Product Managers addressed this question on the following feedback post: Automatically close chat based on time of no response

    Feel free to update the feedback post and provide your use-case for our Product Managers to review.

    Thanks!

    0
  • Deniz

    Hi

    We tag our end-users in Zendesk Support, and use tags in ticket triggers. For example if a user is a vip the ticket is assigned to the relevant department.

    How can we achieve the same on chat channel? We dont require login on our help desk and javascript visitor add-tag is not implemented on our site. End-user fill in the form with their email address when requesting chat or contacting us. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hi M.Denis,

    What you could do is use skills-based routing to automatically route VIP chats to a specific department on your account. More information can be found here: Routing chats based on agent skills

    So you would create a skill called VIP and then add the VIP tag on the visitor using the Javascript API based on when they are logged into your website.

    I hope this points you in the right direction!

    0
  • Deniz

    Hi Brett

    Thank you for your reply.

    We have looked into javascript API and skill routing. Skill based routing is fine, it will fullfill our routing requirement. However for routing to work, the end-user needs to be identified first.

    For Javascript API to work the external site needs to identify the user and add the tag to user's chat session each time. 

    In our case we do not authenticate end-users to Zendesk on the site. VIP end-users are tagged in Zendesk Support. Users fill in the chatform and put in their email adress when requesting a chat. Now in chat triggers we need to indefy the user by using end-user tag data stored in Zendesk Support and route the chat to the correct team. 

    From your answer I understand that this is not possible with Zendesk Chat. Chat triggers can only use the session data that the external site populate. Is this correct?

    0
  • David Coleman

    Is there a way to possibly do one of the following with triggers or JavaScript:

    1. After the visitor sends an initial message, test that 5 minutes has past (I know this part is possible) and then offer them the other web widget options to remind them of the alternatives?

    2. If all agents are serving their max visitors (we set it to 2 max), to update the widget settings to hide the Chat option?

    Our goal is to prevent long wait times to either let visitors know wait times are long and "here are other options" or to hide Chat from the web widget launcher if all agents are serving customers to prevent long wait times.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey David,

    I reached out to one of our Chat Experts and they came back with the following:

    1. Natively there's no way to accomplish this within the Chat widget. You could maybe use javascript to pop up a window and show custom buttons to the end-user.

    2. The max chats isn’t surfaced in the API and in the streaming API you can only get how many chats are assigned and how many agents are online. You could maybe use those numbers to get the average and then hide the widget using the javascript API.

    Hope this points you in the right direction!

    0
  • David Coleman

    Brett - right on!

    Thanks for the quick response. In the short-term we are going to give them the text instructions through a chat trigger. Then, we might get creative with JS and the realtime API (https://developer.zendesk.com/rest_api/docs/chat/apis) to test and update widget settings. Could be interesting.

    Thanks again!

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help David :)

    0
  • Phil Williams
    Community Moderator

    Just to bump this Brett....

    "I did some digging on our end and it looks like one of our Chat Product Managers addressed this question on the following feedback post: Automatically close chat based on time of no response"

    If I follow that link I get the message I am not authorised to view the page? It sounds like the article could answer questions I have so if we could make it available that would be great.

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Phil,

    I've copied our response from one of our Product Managers regarding control over chat sessions on the agents end:

    "We are looking at offering a new experience where the session lifecycle is handled by agent instead of the end user. The current behaviour mostly impact customers with web applications and their end users have longer sessions, it hasn't been an issue for customers on websites where session lengths are shorter.

    When we are ready to open up the new experience of handling the chat session, there will be an announcement in the help center and you can express your interest in the EAP."

    No additional information to provide at this time but this is something our Chat product managers are still looking into.

    Let me know if you have any other questions!

    0
  • Phil Williams
    Community Moderator

    Thanks Brett, good to know it's been improved!

     

    0
  • Alyssa

    Hello, we are a Zopim chat only customer. We'd like to create a trigger that looks for several words in a visitor's chat message. I can't figure out how to put multiple variables in the 'icontains' message condition.

    A use case for an example; we want the rule to look for the word(s), "password", "login", "user", or "account" in visitors chat message. The rule should return a value of 'true' when ANY of the named words in the condition are found in the message body.

    Is this possible within the simple construct of Zopim Trigger builder? If so, can we get an example of how it would look in the Developer View?

    0
  • Gail L
    Zendesk Community Team

    Hi Alyssa,

    This sounds like something to use the "check any of the following conditions" setting for (which is part of the Zopim trigger options). You can have the keywords you want the message to match to listed as separate conditions, and with meet any conditions it only needs one match on the list. I'm including both visual and developer examples here.

    {
    "event": "chat_message",
    "condition": [
    "or",
    [
    "icontains",
    "@message",
    "password"
    ],
    [
    "icontains",
    "@message",
    "account"
    ],
    [
    "icontains",
    "@message",
    "login"
    ]
    ],
    "actions": [
    [
    "sendMessageToVisitor",
    "Support ",
    "message "
    ]
    ]
    }

    0
  • Alyssa

    Hi Gail, Thank you.

    I've got the 'or' condition on its own down. What I was hoping to do was have an 'all' and an 'any' condition in a single trigger condition statement. So for example, I wanted to have two or three 'all' qualifiers (as 'knockout' criteria) in a trigger's condition statement and then transition to two or three 'any' qualifiers where if any were met the trigger's result is still true.

    I tried a JSON statement that should have worked on its own but I suspect the constraints of the form won't allow it.

    {

    "event": "chat_message",

    "condition": [

    "and",

    [

    "stillOnSite",

    10

    ],

    [

    "eq",

    "@visitor_served",

    false

    ],

    [

    "eq",

    "@visitor_triggered",

    false

    ],

    [

    "or",

    [

    "eq",

    "@message",

    "password"

    ],

    [

    "eq",

    "@message",

    "login"

    ]

    ],

     

    0
  • Gail L
    Zendesk Community Team

    Hi Alyssa,

    You might need developer help on this one (which is out of scope for my team) but it should be possible by using multiple And conditions before the list of conditions and then Or. We have a trigger reference for developers with a little more information.

     

     

    0
  • Alyssa

    Thank you, Gail.

    I will check out the developer's reference. What I wound up doing was to split the trigger I wanted into two triggers. The first trigger houses the 'any' conditions and sets a specific tag if met. The second trigger has the 'all' conditions. One of which is to look for the specific tag set in the previous trigger. The second trigger sends the desired 'auto message' when all of the conditions are met and removes the tag set in the first trigger. It seems to work as desired! Thanks again for the support!

    0
  • Judd Higgins

    I second what Vivek said:  https://support.zendesk.com/hc/en-us/articles/360022365873/comments/360001861094

     

    We are deploying Chat via Mobile SDK and I cannot find an easy way to add tags for all tickets that come through via the Mobile chat.  We absolutely need to measure how many chats come in via mobile versus the webapp.  Any ideas?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Judd,

    Have you tried creating a Chat trigger that will look at the Visitor Platform? For example, you could use Visitor Platform > equals > iOS or something similar.

    You can then have the trigger assign a specific tag based on the platform the visitor is on.

    Let me know if this doesn't get you the results you're looking for.

    Cheers!

    0
  • Svetlana Tatienko

    Is there an action to close the chat if the solicitor is idle or absent for x period of time?

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Svetlana Tatienko,

    There are no trigger actions that can accomplish this. At Zendesk we use shortcuts to send to the customer if they are inactive for certain periods of time, but there is no way within the product to configure something like this at this time.

    I know that likely wasn't the answer you were hoping for, but please let us know if we can assist further.

    0
  • Svetlana Tatienko

    Thank you for a response, Ben! Is there any chance you implement this feature in the future?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Svetlana,

    Nothing on the roadmap currently but I'll be sure to pass this along as product feedback.

    Thanks for taking the time to share this with us!

    0
  • Chad Susa

    Hi All

    Does

    "help-I-need-something" match true with "help, i need somebody"

    In other words, does the condition see 'help-I-need-something' as a whole word or not, and therefore will match true with 'help' or 'need' etc

    I would like 'help-I-need-something' to match false with 'help' or 'need' etc

    Cheers

    Chad

    0

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