Use a messaging trigger to notify visitors if a department is offline. This trigger recipe shows how to send a message to visitors who request a new conversation when all agents in a specified group are offline.

This workflow includes the steps below:

  • Step 1: Create the messaging trigger
  • Step 2: Test the trigger

Step 1: Create the messaging trigger

To create this workflow:

  1. Create a messaging trigger
  2. Give the trigger a name, such as Notify for offline department, and add a description
    Notify customer when department is closed.png
  3. Select Activate this trigger
  4. For Run trigger, select When a customer requests a conversation

  5. Under Conditions, select Match ALL of these conditions:

    Group status | group name | Invisible

    Group status invisible.png

  • Under Actions, add:

    Send message to customer | name of agent | message

    Add the name of the agent who sends the message, and customize the message with your business hours.
    Action, send message.png

Step 2: Test the trigger

Test the trigger to ensure it informs visitors that the department is offline.

To test the trigger:

  1. Set all agents in your intended messaging department to Invisible. You need to have at least one agent in a separate messaging group set to Online in order for the chat function to appear and the trigger to fire.
  2. Open a new private browser window, then open the messaging widget on your help center or website
  3. Start a new conversation to confirm that the trigger fires
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