Use a messaging trigger to notify visitors if a department is offline. The below trigger recipe offers a way to send a message to visitors who request a new messaging conversation when all agents in a specified group are offline.

The 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 a description
    Notify customer when department is closed.png
  3. Select Activate this trigger
  4. For the option Run trigger, select When a customer requests a conversation

  5. Under Conditions, select Match ALL of these conditions, and add the following condition:

    Group status | group name | Invisible

    Group status invisible.png
     

  • Under Perform the following actions, add the following action:

    Send message to customer | name of agent | message

    Add the name of the agent that will be the sender of the message and customize the message with your own business hours.
    Action, send message.png

Step 2: Test the trigger

Test the trigger to ensure that it functions correctly to inform 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 and open the messaging widget on your help center or website
  3. Open a new messaging conversation to confirm that the trigger fires.
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