About messaging triggers in the Chat dashboard

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  • Yu-Hsuan Chao

    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!  

  • 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"? 

  • Michael Froeming
    Zendesk Customer Care

    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.



  • Kelly

    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?

  • Destiny
    Zendesk Customer Care

    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?

  • Kelly

    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!

  • Destiny
    Zendesk Customer Care

    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.

  • 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? 

  • RelayPay


    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.

  • Blanca
    Zendesk Customer Care

    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!


  • Rina

    I can't seem to find a way for my chat trigger, after updating to messages, to recognise that an agent hasn't sent a first response OR no agent has opened the chat yet - to then wait 60 seconds from when the customer first requested the chat and trigger an apology message for the waiting time. Is this possible?

    I noticed one of the settings that was in the chat trigger was not available when I changed it to use for messages. This was the 'still on site' option. I've tried changing other features of the trigger but none work the same way as that did.


  • Rina

    Perhaps this answers my own question - where can I suggest this to be enabled for Messaging customers please?

  • Clifford James Lacson
    Hello Katrina,
    Unfortunately, this condition is not available in Messaging. For a complete list of trigger conditions and descriptions, including those that are not available for messaging, see Zendesk Chat triggers conditions and actions reference: Trigger conditions
    You may create a new post in the Feedback - Chat, and Messaging (Chat) in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    Let me know for further questions!
  • Anthony Brantley


    I enabled classic chat but don't have the ability to create a live chat trigger. The only option available is "messaging". Please help, when I originally switched from messaging to chat I had the ability to make a live chat trigger but after I reverted back to messaging and later decided to switch to live chat again the functionality seems to work differently.

  • Dane
    Zendesk Engineering

    Anthony Brantley,

    I have created a ticket for you to investigate further. Please wait for my update via email and let's continue our conversation there.

  • Pete

    What is the logic behind including "customer details" in the chat widget if all our users are supposed to be authenticated? What is the case scenario for this? 

    We're also getting chat requests simply when someone logs in - they have not started a chat with us - often we send a response but the users is not intending to chat with us - is there a way to stop Zendesk from triggering a chat message to support?

  • Arianne Batiles
    Zendesk Customer Care

    Hi Pete,

    Once an end-user has been authenticated and their identity has been verified with Zendesk, the end user will not be prompted to provide their name or email address by the messaging bot as part of the default messaging response as mentioned here.

    However, please take note of the current limitation we have for end-user authentication in messaging. 

    • Email addresses in Agent Workspace. The email address of the end user will not be visible in Agent Workspace initially. This is also a limitation that we are actively working to remove. We would encourage businesses who wish to view the user’s email address in Agent Workspace to include this data in the JWT payload in order to prevent future development once this limitation is removed, but it is not necessary. Alternatively, you can use external id to surface email address, if the email address is a unique identifier for your customers.

    Regarding chat requests, I have created a ticket for you via email to investigate further. Let us continue our conversation from there. 


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