About the Chat trigger
To offer proactive chat messages in multiple different languages, duplicate the trigger for each language you want to offer. For each proactive message you want to send, you will have a set of triggers, one for each language.
How to create the trigger in Chat
Zendesk comes with the default languages trigger as an example of how to send a specific message, in French, to French audiences. Either duplicate that trigger to use as a template or build your own triggers from scratch.
The example triggers below use Location of visitor conditions to differentiate visitors. See more options in the Zendesk Chat triggers conditions and actions reference. Learn how Zendesk identifies the country or city your visitor is browsing from in this article: How does Zendesk capture the location of the end-user?
An example set of triggers
This example set of chat triggers is designed to send the message Bonjour. Est-ce que je peux vous aider? to visitors browsing from France, ¿Hola, cómo puedo ayudarte? to visitors browsing from Spain, and "Hello, How can I help?" to visitors browsing from any other location.
Notice how the English version of the messages is a "catch-all" for any location not directly targeted with a special translation. This is a great strategy if you only offer support in a limited number of languages, but want all visitors browsing your website to see some version of this message.
Send Bonjour. Est-ce que je peux vous aider? to visitors from France
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Equals | FR
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor |
Service client |Bonjour. Est-ce que je peux vous aider?
- Send message to visitor |
Send ¿Hola, cómo puedo ayudarte?" to visitors from Spain
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Equals | SP
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor |Servicio al Cliente|
¿Hola, cómo puedo ayudarte?
- Send message to visitor |Servicio al Cliente|
Send "Hello, how can I help?" to visitors from everywhere else
-
- Run trigger: When a visitor has loaded the chat widget
- Check conditions: Check all of the following conditions
- Visitor country code | Not equal | FR
- Visitor country code | Not equal | SP
- Visitor requesting chat | Is false
- Visitor served | Is false
- Still on site | 60
- Perform the following actions
- Send message to visitor | Customer Service | Hello, how can I help?
2 Comments
Hi, why would we set the language based on location? Can't we use the Locale?
What language would you use for a user located in Canada or Switzerland?
Our clients can choose their language independently than their location, seems like a very basic need for triggers!
Chat trigger does not have the Visitor locale available as a condition hence this recipe uses Visitor country code. The Zendesk Chat triggers conditions and actions reference also has the other lists of the Location of visitors and Visitor information available for the trigger.
I can see the importance of having the Visitor locale as an available chat trigger condition based on your use case. I encourage you to create a new post in the Chat & Messaging Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
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