Creating an out-of-office response for messaging

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21 Comments

  • Francis Morissette

    Does not seem to work for me on my end. The message never gets sent. I used "account status is not equal to online".

    0
  • Yu-Hsuan Chao

    Hi Francis,

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

    Please Contact Zendesk Customer Support with the above information and our team will have a check for you, thanks!  

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  • Tracey Brooks

    We don't even have these as options in trigger: 

    • Check conditions: Check all of the following conditions

      • Account status | equals | Offline
    • Perform the following actions
      • Send message to visitor | Responder | [message text, such as "Sorry, I’m offline"]

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  • Michael Froeming
    Zendesk Customer Care

    Hi Tracey,

    Could you please make sure you're creating a trigger in the Chat dashboard instead of Support? Here's a related article as reference: https://support.zendesk.com/hc/en-us/articles/360022183154.

    Best,

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Tiffany Chiu

    Hi Michael,

     

    I also couldn't get the trigger to fire on our test page:

     

    Thank you,

    Tiffany

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Tiffany, 

    The account status is considered offline when all your Chat / Messaging agents are offline. 

     

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  • Jose Juan Avila

    Hi all,

    When setting a flow with the Flow Builder, after suggesting an article , the Bot ask you if the problem is solved or if you need to "talk to a human".

    When selecting "talk to a human", the user is expecting an agent to talk to him, but it does not make sense when the agent is offline or the agent is not in working hours.

    One possible solution is to create a trigger so that the client knows we are offline. Is it possible?

    We are able to create a triger using the following condition:

    Run trigger: A visitor sends a chat message

    But in this case, the user tipically is not going to send a chat because he is waiting for the agent to answer.

    I tried to create the trigger using:

    Run trigger: When visitor request a chat

    But it does not work. I imagine that when the user click "talk to human" it does not mean for zendesk to request a chat.

    Am I missing something? Is there any workaround to solve this situation?

    Regards,

     

     

     

    4
  • Romona
    Zendesk Customer Care

    Hi Jose,

    Are you checking the "Channel" to ensure that its listed as Messaging :

    Perhaps give this a try, it should work. 

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  • Jose Juan Avila

    Yes. This is not the problem. 

    Anyone can help? In my opinion, when the user click "talk to human", this action shoud be equivalent to "Request a chat". But it doen't work this way.

    Does anybody know if it is possible to run a trigger, when clients click "talk to human"?

    Regards,

    0
  • Michael Jenkins

    @...  To add on to what @... mentioned. This is a huge hole in the support flow. We want to offer self help steps through the flow builder but we don't always have agents who can respond back.

    I spent half my day yesterday trying different techniques to send some kind of automated response but there does not seem to be any way of doing that.

    The other issue is that after an article is suggested you can't control the flow anymore. Would be helpful for us to control the option of starting over or sending to an agent after that. When you send to agent after article suggestion there is no option of entering their name or email which is critical since then we could respond easier.

    My next idea is that I am not even going to use the article suggestion option, just give them the direct link to the article so that I can control the flow after that and offer a direct link to our ticket form if the article did not help. 

    Flow Builder is great idea a highly needed but still in the infancy stage and has long way to go. 

    1
  • Jose Juan Avila

    Hi all, 

    Regarding my problem: 

    Does anybody know if it is possible to run a trigger, when clients click "talk to human" in Flow Builder chat bot?

    I am not able to do it, but It seems it is possible. I have found an example here:

    After clicking "Talk to a human", the by default Flow Builder message appears: "No problem, .....". But then, they are able to fire a trigger explaining they are offline. 

    It would be nice to understand how they were able to do it.

    Regards,

     

    4
  • Michael Jenkins

    Jose

    I added this trigger back and magically it seems to be working now after I started a ticket with Zendesk about the issue. Fingers crossed it stays working!

     

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  • Fredrik Tuvlind

    Hi. We're having some problems with the talk to agent flow. It seems like as soon as the person presses the transfer to agent part they are locked into that flow. No matter what they do the "ticket/messaging" keeps getting reopened thus causing the customer to be stuck in a loop where they can't use the flow builder that we have set up. The only workaround that I found was deleting the conversation from the agent side. Is there any other way to do this properly?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Fredrik,

    The messaging ticket status should be set to Solved, once the issue is resolved. The ticket status will change to Closed based on your Trigger / Automation setup. You can also setup Triggers to quickly set the Ticket status to Closed after the issue is solved. More information on handover and hand back can be found here

    When the ticket status is Closed, the control of conversation is handed over to the bot. Customer's next interaction will be with bot built using Flow Builder. 

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  • Silas Johnson

    Is there a way to have them create a ticket from the messenger bot when we are offline? Like the Classic Widget does?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Silas, 

    Once your customer continues conversing with the bot, it will automatically create a ticket on your account. However, if you are pertaining to the offline chat form, unfortunately, that is not yet available in messaging. 
    0
  • Evelyn L

    Hi there, how can I set an out of office response for social messaging, especially the whatsapp channel? Are chat triggers possible? Thank you

    0
  • sarah aasland

    Is it actually possible to send a message if the account is offline? Here's a section of an article https://support.zendesk.com/hc/en-us/articles/4408842880282#topic_d3p_q5f_rhb that clearly says it won't work if the account is offline...

    Trigger actions
    Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements: if all of your conditions are true, then perform these actions to update the user and optionally send notifications.
    Table 3. Trigger actions
    Action Description
    Send Message to visitor Sends the given message to the visitor
    Note: If the account is offline, this action will not work.
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  • Jason Walker-C

    Prakruti Hindia It would be great if this could work for specific groups and not all agents. We route to multiple groups, across multiple brands. Need way a way to route to groups based on custom fields in the bot flow. Then if there is nobody available for a group, then send message to the user and convert that chat to an email only ticket....  

    3
  • Rina

    I would be very interested to hear more about whether this is a possibility too Jason Walker-C!
    At the moment all our Answerbot/Messaging conversations get routed to all agents, rather than the appropriate persons to answer their question (based on what they selected in the Flow).

    Any feedback on this Zendesk please?

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  • Salim Cheurfi
    Zendesk Customer Care
    Hello Katrina, 
     
    I'm Salim from the Technical Team here in Zendesk. 
     
    If I understood well, as Jason mentioned, you would like to route conversations to groups based on a custom field filed by the end-users in the bot-flow. This is achievable, you can do this by building a workflow that will use custom field previously added in support. 
     
    You will find all the steps in this recipe: https://support.zendesk.com/hc/en-us/articles/4408819011354-Recipe-Routing-messaging-tickets-using-Support-triggers 
     
    By using a routing system that combine Support Triggers and messaging, you will ensure that the conversation is routed to the right group and the right agent.
     
    I hope this would help, le me know if you have any other questions. 
     
    Have a great day. 
    0

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