I have a Chat trigger that sends a specific message, or takes another action, when a repeat visitor interacts with my Chat widget. The trigger does not fire as often as I think it should.
I do not have the option Require Identity enabled under Settings > Widget > Forms.
Without this option checked, users are able to chat with your team without identifying themselves. Zendesk is not able to determine how many times an anonymous user has been to the site previously. Check this box to require users to confirm their identity before chatting with your team.
For more on the capabilities of Chat triggers, see this article: Zendesk Chat triggers conditions and actions reference.