Question

Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK? 

Answer

Disclaimer: This article is provided for instructional purposes only. It is possible to create proactive greeting Chat triggers affecting the Zendesk Chat mobile iOS and Android SDK. However, due to race conditions inherent to Chat, we do not recommend or support the use of triggers with the Zendesk Chat mobile SDKs. These race conditions can prevent the setting of a department. Once a chat is started, the department field becomes read-only so if the greeting is sent before a department is set it will not be possible to set the department. 

When a customer visits your mobile app with a Chat mobile SDK installed, Zendesk Chat recognizes the page title as Mobile chat connected. This can be used as a condition for all Chat triggers to fire only for mobile app users.

To create the Chat trigger

  1. Create a Chat trigger.
  2. Under Run trigger, select When a visitor has loaded the chat widget.
  3. Under Check conditions, select Check all of the following conditions.
    • Visitor page title | Equals | Mobile chat connected
    • Still on site | 10
    • Visitor served | Is false
  4. In Perform the following actions, add:
    • Send message to visitor | [agent name] | [message]
    • Set Triggered | Is true
Note: The Visitor page title | Equals condition is case sensitive. Make sure to use Mobile chat connected.
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