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]
In-product example:
19 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 @..., swapping them around seems to have done the trick! Thank you :)
Oscar Maynard
Thanks for circling back and letting us know it worked!
Hi @... and @...
Thanks so much for the catch and the expert assist! I've updated the article to reflect the correct (working) order!
Thanks again
Hi! The selection "Still on Site" seems to be missing from my trigger options. I am trying to do this for messaging and chat. Is this not available for messaging? If not, then is there another option? I tried leaving off "still on site" and added an action to "wait 60 seconds" and then send the message.
This did not work because the wait is in the action and not the conditions. This means the trigger is not waiting 60 seconds before checking to see if the customer is still in the queue. Instead, the trigger sees that the visitor is requesting a chat and they haven't been helped yet and fires the trigger by starting the 60 second clock and then sending the message. Our agents are able to get to the chat in under 60 seconds and then the message pops up while they are chatting. I need the 60 second wait in the "check conditions", not in the action area. Any ideas?
I also tried keeping the trigger only for "chat" instead of "chat and messaging" and included the "still on site" condition, but it would not fire the trigger in the web widget for messaging.
Thanks!
It's possible that you are currently using Messaging that's why "Still on Site" condition is no longer available. You can check How migrating to messaging impacts Chat settings for more information.
You can create a similar trigger for a proactive message by using the conditions below.
By using the condition Visitor served > Is false, it will restrict the message to be sent when an agent is already serving the chat of your customers.
I hope this information helped you out.
Cheers,
Dane
Zendesk | Customer Advocate
Hello,
Is there a way for this trigger to be sent repeatedly while the customer is waiting in queue for a live agent? The settings for this works perfectly, but I would like for it to send every 60 seconds if a customer is waiting for an agent.
Thanks!
As it turns out, you can only send such triggers once. Making additional triggers with greater values of "Still on site" can serve as a workaround for it.
Can the text we write into the 'send message to your visitor' be translated?
our Customer's locale setup is DE (German) and he get to see the whole chat in German (which is great), but these automated messages we wrote on the setup remains in English.. how to translate it according to the user's locale?
You will have to manually translate and enter it on the action "Send Message to Visitor". If you are supporting multiple languages you will need to create multiple triggers for it. You will also need to add the condition "Visitor country code" on your triggers to specify to what chat sessions it will be sent.
Hey Dane Heather Rommel - do you good folks have any suggestions for my use case here?
I want to set up a chat rescuer for customers who have been sat idle in the chat. So our agents have sent a message and are waiting for the customer to respond.
I've kind of got it working using the below trigger:
(The 60 secs is just a placeholder for testing, I'll set a longer duration).
But it still seems to fire irrespective of who just sent the last message.
Cheers! Matt
Hi Dane.
I think your trigger for messaging is not working.
that condition "wait" only for delaying the message to send to end-user.
that condition will always send a message to end-user eventho agent already served the end-user.
I've tried this trigger. and that what I get.
CMIIW.
Thank you for pointing that one out. The example I have provided was for Chat and Messaging. Upon checking the impact of Messaging to Chat Triggers, the wait condition is no longer available for Messaging.
Hi Matt Farrington-Smith
Did you ever get a response on how to get your trigger to work for your use case? We would like to do the same thing, if customer is idle for XX time a message is triggered to the customer if they still require assistance.
You will need a combination of triggers for this workflow.
Trigger 1: This will add a tag when an agent sends a message.
Trigger 2: This will remove the tag when a visitor sends the message.
Trigger 3: This will utilize the tag added and check it in intervals to be able to send the message.
Hope this helps.
Dane thanks so much for your time and effort on putting this together. I will give it ago and reach out if we have any issues. Thanks again!
Hi, am not able to get any of my commands to work at all. The only Channel option I have is " Messaging, and though I have tried many different instructions and none have produced any messages, this is the one I am trying now, but with no luck:
Do you see any reason I would not be getting any messages to send automatically? I have tried longer "Wait" times, no "Wait" time, with and without "Visitor Served" = False, etc, etc.
Thanks in advance for any insight you can provide.
Hello, the trigger in my account became invalid after setting conditions related to departments and account status. How can I solve this problem?
When the condition in the red box is not added, it will be sent normally according to the condition, but adding any condition will no longer send the message;
Oh, by the way, we are using a messaging channel
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