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Creating an out of office response for messaging



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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28 comments

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

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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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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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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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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,

 

 

 

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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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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,

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@...  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. 

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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,

 

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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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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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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. 

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

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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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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....  

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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. 

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Hi, It only seems to help for routing to agents. But the system clearly shows that you should be able to connect to an agent. The bot then requests our agents to respond. But if everyone is offline. Like after hours. It should trigger that we will get back to you later through an email. 

We've setup that flow and Trigger in our Chat. But there's no flow action for conditions other than Account being offline that would trigger the request for an agent. 

We don't want the customer to just wait indefinitely for no one to respond until the next day.

Your Z Bot chat does this very thing. If online, we've connected to someone to chat. But today, I tried and it said we'll get back to you in 1 to 2 days. So the agent request is trigger some sort of option.

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@...:

Re: https://support.zendesk.com/hc/en-us/articles/4408842866074/comments/4479119436186 

You mentioned that if a customer talks to the bot, it will create a ticket. I'm not sure if it works that way. A ticket is created only when customer starts talking to an agent..Am i right?

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Cheeny Aban

Zendesk Customer Care

Hi Akash,

You will need to use "the transfer to agent step" in the flow builder to trigger ticket creation. Adding this step will not require an actual agent to create a ticket. As part of this step – unseen by the customer – a ticket is created, which includes their conversation history to help the agent address the issue. More information may be found here: Understanding answer flow step types

I hope that helps!

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Hi, Do I need to add all my agents to chat for this to query if anyone is online? 

Because we are using messaging and I am unsure if I need to give them access or if this Chat trigger will work as expected regardless. 

 

Thank you 

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Hiedi Kysther

Zendesk Customer Care

Hi Alyssa Douglas

No, as long as you have at least 2 agents/admin in Chat - the trigger will work fine. 

Hope this helps! 

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Hi all, just confirming the out of hours messaging only applies prior to the creation of a ticket? If a messaging ticket is already underway with a ticket number generated and back-and-forth responses, is there a way to let the end-user know they have replied while the agent who is assigned the ticket is currently offline or it's outside of business hours? 

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Paolo

Zendesk Engineering

Hi Nick,
 
Yes, you are right. This will only apply prior ticket creation. Unfortunately, it is not possible at the moment to inform end users when they replied to the ticket and the agent on that ticket is currently offline. There is a workaround but I'm not sure if this will suit your workflow. You can reassign tickets that are reopened when the assigned agent is offline. This way, other agents that are available will be able to advise the end user. 
 
To achieve this, you can use the Out of Office app, or enable Omnichannel routing then turn on messaging reassignment. For more information about these features, you may refer to the articles below.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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