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Recipe: Auto-reply to a customer requesting a chat when your queue is large



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Elissa Tikalsky

Zendesk Digital Resources Team

Edited Dec 07, 2023


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12 comments

Does this work for Messaging?

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Cheeny Aban

Zendesk Customer Care

Hi Chloe, 

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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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?

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Dion

Zendesk Customer Care

Hey Chloe,

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

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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.

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Blanca

Zendesk Customer Care

Hi there, Mira! At the moment, this is still a product feature. I agree that this is something that is a good way to inform your users about the large queue that your team is experiencing at the moment they reach out to you. Please know that our product team is looking into this. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
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.

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Agree with Mira and Chloe. This is a feature NEEDED for live messaging.

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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.

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Paolo

Zendesk Engineering

Hi Naomi,
 
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

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So we can use this same exact recipe for messaging in proactive messaging?

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Paolo

Zendesk Engineering

Hi Naomi,
 
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,

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Hi, 
 

Can this method be used in messaging now?

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