About the Chat trigger:
Use this recipe to create a Chat trigger that fires based on which page the visitor is on when they request a Chat. For example, route customers who request a chat from your pricing page to your sales team.
How to create the trigger in Chat:
- Run trigger: When a visitor has loaded the chat widget
-
Check conditions: Check all of the following conditions
- Visitor page URL | Equals | www.sampleurl.com/pricing
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Perform the following actions
- Set visitor department | Sales
Note: the Set visitor department condition only works when you have the Run trigger condition set to When a visitor has loaded the chat widget. See more in this article: Department routing is not working correctly in chat.
In product example:
For more on routing chats with triggers see the article: Automatically route chats to departments.
9 Comments
Is there a way to assign the chat to a department based on domain url rather than special page url? for example instead of wwww.xyz.com.au/sales/index i want evey chat that get started to be routed to a department based on domain url e.g. wwww.xyz.com.au irrespective of whatever page visitor are on that side.
Appreciate any insight you can share around this.
Regards,
Pankaj
Hi Pankaj,
If you want to route Chats to a department based on the domain instead of the specific URL, the solution is very similar to what Sheena describes above. The only difference is in the Condition:
Instead of Visitor page > equals > www.xyz.com.au/sales/index
You can change to Visitor page > contains > www.xyz.com.au
This way, anyone in your page, regardless of their specific path will be automatically routed using this trigger.
I hope this helps!
This recipe isn't working for whatever reason. We have 2 brands and separated by 2 departments and 2 different websites. But for some reason when a customer chat queue is shared.
You can try setting up the trigger condition "visitor page URL" "contains" to just use the domain name and remove any "visitor page URL".
You also would want to set the run trigger condition to "when a visitor has loaded the chat widget" so that the action will be applied correctly.
Hope this helps.
Hi Neil, I am also having the same issue.
I have the below conditions:
Run Trigger: When a Chat Message is sent
Meet all
Visitor Page URL>Contains>(the URL where chat originated)
Visitor Tag>contains>(our end user do have specific tags)
Action:
Set Visitor department>(specific department
Add Tags>(Specific Tag)
Can anyone help please?
Set visitor department will only works when Run trigger is set to When a visitor has loaded the chat widget.
More information can be found in Zendesk Chat triggers conditions and actions reference.
Hope this helps!
Hi Dane, well unfortunately does not work either. It's just being routed to whatever is the default department of the agent.
Also we are using Tag to identify the customer but seems not working as well. Probably will end up again with Zendesk recommendation as always "to use API".
Problem on this is all online agents will be notified for the incoming chats instead those that are for their group/department only.
Hey Dane, I have set the below conditions:
Run Trigger: When a visitor has loaded the chat widget.
Meet all
Still on site>1
Visitor tag >Contains>class_a, class_b, class_c
Action:
Set Visitor department>VIP
Add Tags>chat_vip
Apparently it is not working at all.
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