Announcing - Channel Name as a trigger condition for messaging

Announced on	Rollout on
December 5th, 2022	December 5th, 2022

Zendesk is super excited to announce that along with Multiple Handles for Slack Direct Messages, we will be releasing Channel Name as a trigger condition for messaging. This change will allow you to select any of your messaging channels individually and build triggers to help increase visibility, workflows, and automation.

As an example, if you had multiple Whatsapp channels or Facebook Messenger channels, you can now set a trigger for each of these on an individual level based on their channel name. When a new conversation comes in, the triggers will highlight the channel name it was initiated from.

Not only can you use this to provide insights to agents in regards to what channel this message has come from, but you can also use this to route messages to the right groups and so much more.

What's changing, and why?

Slack Direct Messages implements a new way to support internal help desk support for your employees. A key factor of this was allowing the correct user groups to manage and support end-user conversations, Based on feedback and the release of Multiple Handles for Slack Direct Messages, we were able to build this solution for all messaging channels within Agent Workspace.

What's new:

• Channel Name will now appear as an option in Trigger Conditions

What do I need to do?

The great news is that you don’t need to do anything. For users on Agent Workspace using messaging, the new option will be available to use for you on the release date.