Question
Can I use a Chat trigger for messaging to notify visitors if a department or group is offline?
Answer
Yes, Chat triggers in messaging run regardless of agent's online status. The below trigger recipe offers a way to send a message to visitors requesting a new messaging conversation when all agents in a specified group are offline.
To create this workflow
- In the Chat dashboard, create a new Chat trigger.
- Under Channel, select Messaging.
- Under Run trigger, select When a visitor requests a chat.
- Under Check conditions, select Check all of the following conditions.
-
Department | Equals | Support Group <group_id>
Note: This condition requires manually typing "Support Group", followed by the group ID. The group ID can be found using the List Groups API endpoint. -
Department status | Department Name | Offline
Note: In Agent Workspace, departments and groups are merged. When a Chat trigger references a specific department it refers to the group by the same name.
-
Department | Equals | Support Group <group_id>
- In Perform the following actions, add:
- Send message to visitor | Customer Support Team | Our team is offline at the moment. We will respond as soon as we are able, during our working hours of M-F 8am - 5pm EST.
Tip: Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in the Chat dashboard as described in this article, see About messaging triggers in Admin Center. For more information on the move, see this announcement.