Zendesk Chat triggers conditions and actions reference

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14 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!

    0
  • 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!

    0
  • 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 Customer Care
    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 Customer Care

    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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