Zendesk Chat triggers conditions and actions reference

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  • Brett Bowser
    Zendesk Community Team

    Hey Chad,

    This condition would look for the individual words you've set up in a trigger. So if a user typed "Help" in the chat message, that would match up with your trigger conditions and that trigger would fire.

    I hope this clears up any confusion!

  • Chad Susa

    Thanks Brett

    Still not sure if the string "help-I-need-something" would match with the word "help"

    What is unclear is if Zendesk Chat triggers see "help-I-need-something" as an unique word or sees it as 4 different words. Does including the - prevent triggers seeing it as 4 words and instead triggers see it a as one word (or string).

    So if I create a chat trigger that says (see screengrab below):


    • Visitor page URL contains help-I-need-something
    • Still of page 20 secs


    • Send message to visitor Agent Smith Looking for help?
    • Set triggered Is true


    My expectation of page visitor experience:

    1. When they land on our URL that contains help-I-need-something and stay for =>20 secs the above trigger DOES match true and fires with the visitor receiving a message offering help.
    2. When they land on our URL that contains help and stay for =>20 secs the above trigger DOES NOT match true and they DO NOT receive a message offering help.


  • Brett Bowser
    Zendesk Community Team

    Hey Chad,

    Apologies for the confusion there! It looks like the trigger will look for the whole string of words: "help-I-need-something" which is why the user does not receive the message when the URL only contains "help". You may want to set the words as individual conditions in the trigger if you would like the trigger to fire when the URL contains just the word "help" as well.

    Let me know if that doesn't make sense!

  • Brian H

    Is there a way to show/print the session ID of the current chat session using a placeholder? 

  • Brett Bowser
    Zendesk Community Team

    Hey BH,

    I double checked and it doesn't look like there's an available placeholder for session ID at this time.

    Let us know if you have any other questions!

  • Nathan Purcell

    Brett Bowser does the visitor page url include the domain? 

  • Jess Bertubin

    Currently the visitor name placeholder pulls in full name. Is it possible to have a placeholder that breaks out the visitor's name into first name and last name? 

  • Matt
    Zendesk Customer Advocate

    Hey Nathan Purcell
    The visitor page url includes the full URL of the visitor. 
    For example https://subdomain.zendesk.com/hc/en-us

    Hey Jess Bertubin
    That is a good question! Since the visitor only enters a name (not a first and last name) when starting a chat, we currently only have a placeholder to reference the full name that the visitor entered. 

    Let us know if you have any further questions!


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