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Creating chat triggers



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 02, 2025


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15

15 comments

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

4


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!

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

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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, 

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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"?

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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,

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

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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!

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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?

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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!

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Hi,

How can I access the Chat triggers revision history?

Regards,

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Gabriel Manlapig

Zendesk Customer Care

Hi Siddharth,

I'm afraid, we don't have the revision history feature for Chat triggers. This feature is only available to Zendesk Support > Business rules > Triggers. 
 
For reference, please see this article: Viewing the trigger revision history
 
I hope this answer your question. Thank you!
 

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What role (in Support or Chat) is required to create or modify a chat trigger? Does it need to be an Admin?

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Viktor Osetrov

Zendesk Customer Care

Hi Bill,

Yes, it is. Only Chat Admins can create and edit chat triggers:

Hope it helps

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I'd suggest an update to this article in the section about cloning a trigger.

 

To create the new trigger using the copied code

  1. Return to the trigger list page and click Add Trigger.
  2. Click the Developer button again.
  3. Replace the code in the Customize trigger box with the code you copied.
  4. Update the code as needed. Click the Visual button to see the changes before saving them.
  5. Click Save changes.

Step 4 makes it sound like when cloning, then any changes must be done in the code from the Developer view. The truth is, you can copy/paste the code from another trigger, then switch back to visual and edit it as before. Much easier than trying to update the Developer code. 

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