Zendesk Chat triggers conditions and actions reference

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22 Comments

  • SendSafely Agent (BH)

    Is there a way to show/print the session ID of the current chat session using a placeholder? 

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  • Brett Bowser
    Zendesk Community Manager

    Hey BH,

    I double checked and it doesn't look like there's an available placeholder for session ID at this time.

    Let us know if you have any other questions!

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  • Nathan Purcell

    @... does the visitor page url include the domain? 

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  • Jess Bertubin

    Currently the visitor name placeholder pulls in full name. Is it possible to have a placeholder that breaks out the visitor's name into first name and last name? 

    1
  • Matt

    Hey @...
    The visitor page url includes the full URL of the visitor. 
    For example https://subdomain.zendesk.com/hc/en-us

    Hey @...
    That is a good question! Since the visitor only enters a name (not a first and last name) when starting a chat, we currently only have a placeholder to reference the full name that the visitor entered. 

    Let us know if you have any further questions!

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  • Jürgen König

    I miss an email notification as a trigger action to any person mail address (e.g. alert if chat requester waits too long) or similar.

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  • Dane
    Zendesk Engineering
    Hi Jürgen,
     
    Are you pertaining to chat triggers sending email notifications to the chat requesters? If that's the case, this feature is not supported on chat triggers.
     
    If I misunderstood your concern, feel free to respond and I'll look into it for you. 
     
    Cheers,
    Dane
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  • Jürgen König

    Hello Dane, thank you for an answer. Unfortunately this does not solve the problem. I am searching for a solution to inform (anyhow: mail, ticket, alarm, ...) on basis of an event by a trigger action. Background: No automatic creation of a support ticket by a chat available. Regards, Jürgen

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  • Gravity CX (APAC Reseller)

    Hi

    Is there a way to reset/remove the previous triggered comment in the chat widget?

    Our scenario is that we have multiple pages for Ready to Ship items. We want a trigger to pop-up the chat widget with a message saying 'These items are ready to ship, Chat with us now'.

    Problem is, we have multiple Ready to Ship pages and each page has a trigger (only fires once per visitor) saying the same thing.

    So the customer experience is that the widget pops-up with the previous trigger message in view - looks kind of silly.

    Was wondering if there is a way to 'reset' the chat widget window to blank (no history)?

    See example screenshot:

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  • Charles Gresula
    Zendesk Customer Care

    Hi Gravity CX (APAC Reseller)

    I am afraid it is not possible yet to clear/reset the chat widget but maybe you can use tags in the conditions and actions of your triggers so that they won't fire on chats where another trigger of the same nature already fired?

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  • Gianpaolo Valle

    Hi,

    in the conditions I don't find the country code, what must be done to enable it?

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  • Shalaka Walambe

    Hello,

    I was wondering if it's possible to set a trigger action based on a page event if the URL remains the same.

    E.g. Show proactive trigger if customer encounters errors at checkout due to incorrect phone number format entered.

     

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  • Dane
    Zendesk Engineering

    Hi Gianpaolo Valle,

    The option should be on the top part of the condition drop down.

    Hi Shalaka Walambe,

    As it turns out, the actual widget have no access/visibility on such events. Therefore such conditions/actions is not possible. 

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  • Gravity CX (APAC Reseller)

    Hello all :)

    Just wondering what the definition of Visitor previous visits "Number of previous independent visits:" is?

    How does Zendesk Chat determine / know how many previous independant visits someone has had? I'm guessing it's a cookie somewhere....and therefore if history is cleared, that means they are classed as a New Visitor..

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  • Chris Smith

    If using Day of week as a condition for messaging chat is unavailable over a weekend, can the condition simply be Greater than 4 or must it also include Less than 0?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Gravity CX (APAC Reseller)

    It's based on the number of unique sessions created for that visitor_id.

    Hi Chris Smith

    The "day of week" condition is also available for weekends. 5 is Saturday while 6 is Sunday




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  • Nikki

    I don't really understand why/when to use the "Visitor Triggered" condition/action. Can I hear some use cases? 

    ie is it generally used to help us know when the visitor reached out first? Or when we've done a proactive message? Does it reset with each visit or persist with the visitor_id?

     

    And just to confirm: "each visitor will receive this message only once" does persist with visitor_id and if true, they'll only EVER see it once (unless cache reset or whatever)?

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Nikki

    It actually depends on both the visitor ID & also the session ID. When the chat timeouts or end & then the end-user chats again, the trigger should fire again.

    As for the "Visitor Triggered" condition, this would be an example:

    This trigger is for when " fire only once per visitor " is disabled but you want to fire the trigger every time a visitor reopens the site.



    So the Visitor Triggered condition & Set Triggered action work hand in hand. 

    Hope this helps!
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  • Nikki

    So just to re-state:

    When "fire only once per visitor " is enabled then Joe Schmoe will only see that message once ever (on that browser / unless cleared cache / etc) 

    Whereas if you want Sally Smith to only see it once for THIS chat, but you want them to see it again the next day when they log in again, then you use condition "visitor triggered is false" and action "set triggered is true."

    Additionally, if you want Sally to only see one of three given triggers in a session, then if they get triggered for one, the user is counted as "triggered" and any other triggers with "visitor triggered is false" will not be shown in this chat session.

     

    Is that right? 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Nikki!

    The chat triggers apply to the whole account so it won't matter which user goes to the website. The trigger "visitor triggered is false" or even the "visitor triggered is true" only works if you have a trigger that has an action set as "visitor triggered is false" or "visitor triggered is true". So it would still depend on your implementation. 

    Let me know if you have any follow-up questions!

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  • Nikki

    Dainne Lucena I think it would help if someone just reviews all of my chat triggers with me! Should I reach out to my account manager or should I speak with you or another chat expert? 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Nikki!

    I went ahead & created a ticket for you instead. Please keep an eye out for one of our advocate's updates on the ticket so we can help check your chat triggers. 

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