When a customer requests a chat, this Chat trigger will instantly send the customer your message. You can immediately let your customers know you appreciate that they chatted in and that an agent will be with them shortly. Optionally, you can include a condition that makes this Chat trigger only run if your queue size is greater than a certain amount. In the example below, the auto-reply will only be sent to new customers if there are more than 12 customers waiting in the chat queue.
Tip: Consider pairing this Chat trigger with the Chat trigger described in this article: Chat trigger recipe: Send messages to your customers waiting in the queue.
This recipe contains the following sections:
Creating the Chat trigger
Use the following conditions to create this trigger in Chat:
- Run trigger: When a visitor requests a chat
-
Check conditions: Chat all of the following conditions
- Visitor requesting chat > Is true
- Visitor served > Is false
- Queue size (account) > Greater than > 12
-
Perform the following actions
- Send message to visitor > [name of agent] > [message]
12 comments
Chloe Webber
Does this work for Messaging?
0
Cheeny Aban
Unfortunately, this trigger only applies to chat for now. For Messaging, you can map your responses using the Flow Builder. More information can be found here: Using Flow Builder to create bot flows
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Chloe Webber
Thanks, we're using flow builder. Unless I've missed it, I don't see an option to send a message to the end user based on queue size in the flow builder?
0
Dion
Unfortunately, it is not possible to add an option to send a message to a user based on the queue size in the flow builder for now. Don't worry because our team is looking into this and hopefully, it can be added soon.
Regards.
Dion
0
Mira
Was this ever added? We really need a warning message for users if all our agents are busy. Flowbuilder will just make the user wait forever.
0
Blanca
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. I appreciate your understanding of this limitation.
1
Kyna (Ky)
Agree with Mira and Chloe. This is a feature NEEDED for live messaging.
0
Naomi Greenall
It looks like you can build this trigger under the “Messaging Triggers” section in Admin Center now.
My assumption based off this thread is that this was a requested product feature and this is it live now. Am I correct in saying that? If so, could we get an updated recipe with this trigger? Thank you.
0
Paolo
Good day. I'm sorry but this feature is not yet available in Messaging. As an alternative, you may use proactive messages.
Best,
Paolo | Technical Support Engineer | Zendesk
0
Naomi Greenall
So we can use this same exact recipe for messaging in proactive messaging?
0
Paolo
Not exactly as some chat trigger conditions are not available on Messaging. You may refer to this article for more information: Creating proactive messages for the Web Widget.
Best,
0
Teha
Hi,
Can this method be used in messaging now?
1