Can I message customers when more than three people wait to be served in Chat?

Question

Can I send a message to customers when more than three people are waiting to be served in the queue on Zendesk Chat?

Answer

With Chat triggers, you can use the Queue size (account) condition to send a message to your customers when there are more than three waiting in the queue. 

Chat triggers are created on the Chat dashboard.

In the example below, we're creating a trigger that sends a message to customers waiting to be served on chat:

1. In Chat, select Settings > Triggers and then Add trigger.
2. Enter a name and brief description for your trigger and select Enabled at the top to enable your trigger.
3. If the trigger should fire only once per individual, select the Each visitor will receive this message only once check box. Deselect this box if you want the trigger to fire every time an individual meets the trigger conditions.
4. In the Customize Trigger section, use the Run trigger drop-down to select When a visitor requests a chat if you want the trigger to run when the visitor has requested a chat.
5. Select the conditions below.
   
   • Queue size (account) | Greater than | 3
   • Visitor requesting chat | Is true
   • Visitor served | Is false
6. Select actions under Perform the following actions. 
   
   • Send message to visitor
     
7. Click Create triggers.

For more information on Chat triggers, see the article: Zendesk Chat triggers resources.