About the Chat trigger:
To offer proactive chat messages in multiple different languages, make a new copy of the trigger for each language you want to offer. This means for each proactive message you want to send, you will have a set of triggers, one for each language.
How to create the trigger in Chat:
Zendesk comes with the default languages trigger as an example of how to send a specific message, in French, to French audiences. You can either duplicate that trigger to use as a template, or build your own triggers from scratch.
The example triggers below use Location of visitor conditions to differentiate visitors. See more options in the Zendesk Chat triggers conditions and actions reference. Learn how Zendesk identifies the country or city your visitor is browsing from in this article: How does Zendesk capture the location of the end-user?
An example set of triggers:
This example set of chat triggers is designed to send the message "Bonjour. Est-ce que je peux vous aider?" to visitors browsing from France, "¿Hola, cómo puedo ayudarte?" to visitors browsing from Spain, and "Hello, How can I help?" to visitors browsing from any other location.
Notice how the English version of the messages is a "catch-all" for any location not directly targeted with a special translation. This is a great strategy if you only offer support in a limited number of languages, but want all visitors browsing your website to see some version of this message.
Send Bonjour. Est-ce que je peux vous aider? to visitors from France
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Equals | FR
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor |
Service client |Bonjour. Est-ce que je peux vous aider?
- Send message to visitor |
Send ¿Hola, cómo puedo ayudarte?" to visitors from Spain
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Equals | SP
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor |Servicio al Cliente|
¿Hola, cómo puedo ayudarte?
- Send message to visitor |Servicio al Cliente|
Send "Hello, how can I help?" to visitors from everywhere else
-
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Not equal | FR
- Visitor country code | Not equal | SP
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor | Customer Service | Hello, how can I help?
3 Comments
Is it also possible to set the language of the chat as a condition instead of the country? We're in Belgium, where both Dutch and French are spoken, so setting the condition on the country doesn't help us.
Hello Wout,
Unfortunately triggers don't have any conditions related to a customer's language. There are only conditions based on things like location, browser, previous chats, etc. You can see a list of all available conditions in this article: Zendesk Chat triggers conditions and actions reference
What you could try and do is base your trigger on the URL the visitor is chatting from. If your url contains information on what language the customer is viewing the website in, you can use that information in the "visitor url contains" condition.
For example, in our help center you can tell what language an article is in based on the country code in the url. As you can see the "fr" is for "french" in the below url:
So you could use the condition "visitor url contains /fr/" in your trigger, like this:
I hope that helps as a possible work around!
Thanks, I'll try it out!
Please sign in to leave a comment.