Working with Chat triggers

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10 Comments

  • Vincent

    When will all the same chat triggers be available for messaging?

    4
  • Jozsef Hajdu

    Hi, I would like to fire a trigger only once per client: sending them a one time message. Even if I set fire once per visitor, if the user logs out and logs back again it will fire again. How could we fix this? Thank you!

    0
  • Anthony Brantley

    Hi I'm unable to select "When a visitor has loaded the chat widget" as a trigger. Is this possible?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Anthony,
     
    How are you accessing your chat triggers? You can select it from the Chat dashboard > Settings > Triggers
     

     
    It can be selected from the "Run trigger" option. Kindly check the screenshot I've shared above for reference.
     
    Thank you!
     
     
    Kind regards, 
    0
  • Anthony Brantley

    When I follow your instructions these are the options I see. What do I need to change to get teh option for "when visitor has loaded the chat widget"?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Anthony,
     
    You need to change your selected Channel, the reason why you're not seeing the following option is that you have messaging selected as Channel.
     
    Thank you!
     
     
    Kind regards,
    0
  • Test user

    Hi! I have the same question as Anthony Brantley And the only channel option is Messaging even though I'm in Chat settings.

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hello! 

    It is possible you are accessing it from the Admin Center and not in the actual Chat product. Depending on when you enabled Messaging you may need to disable and re enable to see these options. The below article is specific to Chat Triggers in Messaging.

    https://support.zendesk.com/hc/en-us/articles/4408822204698-Chat-triggers-in-messaging

    Thanks!
    0
  • Chris Smith

    Need some clarification. This article indicates chat triggers will not fire if no agents are online. Yet, in selecting trigger conditions, there's the option of Account status - offline or Department status - offline.  In many/most instances, the offline status presupposes no agents are online. So, how do you reconcile what seems to be a contradiction?

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Chris,
     
    The Account status - Equals - Offline condition statement is not applicable for sending a message to the visitor but it can work for triggers that do other things like add/remove tags, set visitor name or append notes. This isn't clear since the dropdown options do not filter currently, but this is definitely something that can be improved on down the road (changing the behavior in the UI or updating our docs about chat triggers).

    Thanks Chris!
    0

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