About the Chat trigger:
This Chat trigger recipe allows you to send proactive messages to customers that have requested a chat but are waiting in the queue. This can be used similar to the greeting a customer hears when they call in and are waiting in the queue for an agent to answer. Thank the customer for their patience, offer alternate contact options if they don't want to wait, or provide whatever other message you want to share while they wait in the chat queue.
Note: Your account comes with a default Chat trigger called Chat Rescuer that fulfills this same purpose. Instead of making your own trigger you can simply enable, or edit that trigger if you prefer.
How to create the trigger in Chat:
Use the following conditions to create this trigger in Chat:
- Run trigger: When a visitor requests a chat
- Check conditions: Check all of the following conditions
- Visitor requesting chat > Is true
- Still on site > 60
- Visitor served > Is false
- Perform the following actions
- Send message to visitor > [agent name] > [message]
5 Comments
I've set up this trigger, but it's still sending the message when an agent is serving the customer?
Hi Oscar Maynard
I think it's colliding even though you have "Visitor served" is false.
You can try moving the "still on site" above Visitor served = false.
And you might want to add a condition to check if an Agent is assigned the chat... I don't have mine up right now but I think there's one you can add in that category if the above doesn't work.
Sincerely,
Heather
Hi Heather Rommel, swapping them around seems to have done the trick! Thank you :)
Oscar Maynard
Thanks for circling back and letting us know it worked!
Hi Oscar Maynard and Heather Rommel
Thanks so much for the catch and the expert assist! I've updated the article to reflect the correct (working) order!
Thanks again
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