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

Elissa Tikalsky
  • Edited
Zendesk Digital Resources Team

About the Chat trigger:

When a customer requests a chat, this Chat trigger will instantly send the customer your message. Instantly let your customer know you appreciate that they chatted in and 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 send 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.

How to create the trigger in Chat:

Use the following conditions to create this trigger in Chat:

  1. Run trigger: When a visitor requests a chat
  2. Check conditions: Chat all of the following conditions
    1. Visitor requesting chat > Is true
    2. Visitor served > Is false
    3. Queue size (account) > Greater than > 12
  3. Perform the following actions
    1. Send message to visitor > [name of agent] > [message]

In-product example:

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7 Comments

  • Chloe Webber

    Does this work for Messaging?

    0
  • Cheeny Aban
    • Edited
    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

     
    0
  • 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
    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
    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
    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.
    1
  • KYNA

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

    0

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