How does the Chat trigger condition Account status > Offline work?

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2 Comments

  • Jennifer

    Thanks for outlining all of this, however I have a question regarding the Offline status option:

    Is it correct to assume that any status trigger condition which includes Online and Offline options are designed to do things like add tags or set departments on widget load?

    I'm attempting to add a tag to chats that are meant to route to a particular department if all of the agents within it are offline, however this doesn't seem to work.

    I have the trigger set to run "When a visitor has loaded the chat widget" and the conditions are set as "Department status > (Department name) > Offline". Yet when I test this out, no tag is added to the Offline Message email that is created. 

    I've also tried setting this to run "When a visitor requests a chat", which also does not appear to work.

    Is there a way that I can tag the Offline Messages from customers intended to land in a particular chat department, but don't make it into the chat queue?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Jennifer,

    If I'm understanding you correctly, I would think that this trigger should work for offline chats. Would you mind sending along a screenshot of all of the trigger conditions? I want to see if there is anything else possibly interfering with this function.

    Thanks!

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