Use this recipe to route all chats from visitors in a certain country to a certain agent or department. For example, send all chats initiated by people in France to your French-speaking support team.
Note: To route a chat to a specific agent or department, you will first need to set up departments and add the agents to each department.
How to create the trigger in Chat:
Create chat triggers (one trigger for each URL or country code) with one of the Location of Visitor conditions and the action Set Visitor Department. With these triggers in place, chats will be routed accordingly to the selected department.
Learn more about how Zendesk identifies the country or city your visitor is browsing from in this article: How does Zendesk capture the location of the end-user?
For more information, see Automatically route chats to departments.
Example trigger:
Route chats coming in from France to your French speaking advocates:
- Run trigger: When a visitor has loaded the chat widget
-
Check conditions: Check all of the following conditions
- Visitor country code | Equals | FR
-
Perform the following actions
- Set visitor department | French Customer Support
7 comments
Shaping New Tomorrow
Where do I find a list of the country codes matching the countries?
Is danish for example da or is it dk?
Thank you in advance.
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Cheeny Aban
Here's a list of Zendesk language support by-products and Language codes for Zendesk-supported languages (OLD)
I hope that helps!
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Benjamin BATZ
Hello ! I'm trying to create triggers to pass on the French chats to my French team and the same for my German clients/agents;
Problem : I can't select the departments (with the action "set visitor department"), I can see them but not select them.
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Christine
Kindly check your Department settings and make sure that they're enabled in Chat.
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Benjamin BATZ
Hey Christine !
Thanks for your feedback, it worked well on my trigger. I just set it up so that the French clients' chats only come to the French team ZD dashboard, but the Germans still get chats. How does it work?
1
Christine
We'll need some sample tickets to check further. As per checking, you already raised a ticket with our support team.
Kindly check your email for updates. Thank you!
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Abdelhameed Khaled
I cannot find these :
Run trigger: When a visitor has loaded the chat widget
Check conditions: Check all of the following conditions
Visitor country code | Equals | FR
in messaging triggers ?!
0