Creating chat triggers

What's my plan?

Chat riggers allow you to set up automated actions when certain conditions are met for live chat interactions with users.

This article contains the following sections:

• Essential facts about chat triggers
• Creating chat triggers

Related articles:

• Zendesk chat triggers conditions and actions reference
• Editing and managing chat triggers

Essential facts about chat triggers

In addition to the essential facts that are true of all Zendesk triggers, consider the following information specific to chat triggers:

• In addition to conditions and actions, chat triggers also contain a run event that determins when the trigger runs on live chats.
• Chat triggers don't fire when:
  • No agents are online.
  • Every agent's availability status is set to Invisible.

Example chat trigger

The following example is a chat trigger that sends a message to users visiting your product's pricing page.

Creating chat triggers

Chat triggers are created on the Chat dashboard.

To create a chat trigger

1. From the dashboard, select Settings > Triggers.
2. Click Add trigger.
3. Enter a name and brief description for your trigger.
4. Click Enabled at the top to enable your trigger.
5. If the trigger should fire only once per individual, select the Each visitor will receive this message only once check box. Deselect this box if you want the trigger to fire every time an individual meets the trigger conditions.
6. In the Customize Trigger section, use the Run trigger drop-down to select one of the following events that should fire the trigger:
   • Select When a visitor has loaded the chat widget if you want the trigger to run when the chat widget appears on the page, but the visitor has not interacted with it.
   • Select When a visitor requests a chat if you want the trigger to run when the visitor has requested a chat.
   • Select When a chat message is sent if you want the trigger to run when the visitor has entered and sent text in the chat widget.
7. Under Check conditions:
   • Select Check all of the following conditions if you want every condition you create to be met before the trigger is fired.
   • Select Check any of the following conditions if you want one or more of the conditions you create to be met before the trigger is fired.
     Note: You cannot use a combination of Check all of the following conditions and Check any of the following conditions when creating a Chat trigger. You can only select one option or the other. This is also not possible in Developer view.
8. Select actions under Perform the following actions. To add placeholders, type @.
9. Click Create triggers.

When the trigger is created and enabled, a check mark appears in the Enabled column on the Triggers settings page.

Note: If you have multiple triggers that must be executed in a certain order, you need to add at least one second of wait time between each trigger. This is required due to the fact that triggers do not run in a particular order and are evaluated and executed simultaneously.