Chat triggers in messaging

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11 Comments

  • Jon Vivet

    Hi there. Our team is running into some issues due to copy of the endflow feedback loop, and we were trying to find a workaround by rigging some triggers to prompt additional language.

    Can triggers interact with this end feedback loop? Alternatively, when a visitor selects options in this feedback loop are these registered as visitor messages (and subsequently can they activate triggers?)

     

    Thanks

    1
  • Yu-Hsuan Chao
    Zendesk Product Manager

    Hi Jon,

    Could you explain in detail what the configurations are for the problematic triggers? Some screenshots of your trigger settings will help greatly too. 

    Please submit a ticket with the above information to support@zendesk.com and our team will have a check for you, thanks!  

    0
  • Clik Rogan

    Hi There, is it possible for a breakdown of what a messaging trigger would look like if we were wanting to route an end user to a specific group based on the "needs selector/options selector"? 

    1
  • Michael Froeming
    Zendesk Customer Advocate

    Hi Clik,

    You may refer to this article: https://support.zendesk.com/hc/en-us/articles/360057909933#topic_wrf_5km_jnb, particularly the 'Assigning Groups to messaging conversations' part. It shows how you can collect an information from an end-user and to use it to setup routing rules in a trigger.

    Best,

     

    0
  • Jordan Brown

    There are so many more triggers available for chat over messaging. Is there a plan to offer the same triggers for messaging? Any work arounds in the meantime?

    0
  • Destiny Tan
    Zendesk Customer Advocate

    Hi Jordan,

    Thank you for reaching out to Zendesk Community! Could you tell us more about your use case and what specific trigger conditions are you looking for/wanting to add to Zendesk Messaging?

    1
  • Jordan Brown

    Hey Destiny,

    The main reason we liked the conditions for chat was that it allowed us to personalize messages based on the IP, page URL etc. A big feature that’s missing at the moment because of the conditions is the proactive greeting as well.

    These are the top 3 conditions we would love to have access to on the messaging channel that are currently available on chat:

    • Still on page – allows for proactive greeting
    • Location of visitor – can allow for custom messages for promotions available in particular cities or regions
    • Page URL – allows for custom greetings

    Many clients have moved over to Intercom chat in the meantime until some of these conditions are available. If these changes are in the roadmap, or you know of any work arounds, please let me know.

    Happy to discuss in further detail if needed. Thanks!

    0
  • Destiny Tan
    Zendesk Customer Advocate

    Hi Jordan,

    The proactive greeting is still not present on our supported features for the Agent workspace therefore I don't have any workaround to share at this time. But, I have forwarded your comment to the PM team as an FYI. For trackable feature requests, I would suggest posting them on our Community site.

    Thank you for your understanding.

    0
  • Avery Tritch

    Hello on our current plan with Zendesk we are allowed to have two concurrent triggers enabled. When attempting to enable more it advises that our plan might need to be adjusted. However, I can't find any documentation on which plans afford what number of triggers. Does anyone have insight on this? 

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  • Issa

    Hi, 

    Is there a way that we could change the avatar that is used for the chat/messaging trigger messages and replace it with another image (for example, our logo instead)? 

    Attached are images of what it looks like on the user and agent side which is just a blank standard image.

    0
  • Blanca
    Zendesk Customer Advocate

    Hi Issa,

    Thank you for your inquiry. Please know that in changing the avatar in Messaging, you can see the available customization in this documentation.

    I hope this answers your question. Enjoy the rest of your weekend!

    Cheers,
    Blanca

    0

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