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Understanding messaging triggers



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 02, 2025


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36 comments

Hi, I don't see the "Messaging Triggers" option in my admin center yet. Is there something I need to do to see it?

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Ronie Ranoy

Zendesk Customer Care

Hi Pedro,

The rollout of Messaging Triggers into the Admin Center from Chat Dashboard is done in phases. If the Messaging Triggers is not yet in the Admin Center of your account, then this is not yet rolled out into your account and the access to Messaging Triggers is still from the Chat Dashboard as discussed Chat triggers in Zendesk messaging.

The rollout will finish by September 30, 2023 as advised in Announcing improved messaging backend.

 

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Can we created a trigger messaging:

If customer doesn't reply the messaging about 30minutes, the action we will solved the ticket?

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Tony

Zendesk Customer Care

Hi there!
I believe that's not possible at the moment as I don't see anything similar to a time checker in the conditions, except for hour of day and day of week conditions,for now.
 
I hope that helps,

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The rollout appears to have been completed. Is there a reason our account does not have the messaging triggers options in the admin center?

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Francis Casino

Zendesk Customer Care

Hello Timothy,
 
In the event that your messaging triggers are not visible within the Admin Center, as outlined in this article, I recommend directing your attention to the section regarding Chat triggers in Zendesk messaging. For a more comprehensive understanding of this transition, you can access additional information by referring to the accompanying announcement. This will provide you with a more detailed overview of the process.
 

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Hi, I have question.

 

So I have 2 subdomains, those 2 subdomains has agent, and all of the agent has an Alias name.

In my first subdomain (A subdomain), Alias Name agent is appear in Messaging Web Widget

But in my second subdomain (B Subdomain), Agent Name is using Agent full name in Messaging Web Widget.

 

Is there any something setting that I miss in Subdomain B?

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Destiny

Zendesk Customer Care

Hi Ariya,
 
I'll set up a ticket for you so that we can delve deeper into and investigate why the behavior for display names varies between your subdomains. Thank you

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I'm in the same boat as Tim, who commented above - the rollout was supposed to end several months ago, and we've been using Messaging throughout that time, yet I have no access to these Messaging triggers. 

This is pretty disruptive, as we relied on workflows previously set up via chat triggers prior to our Messaging migration. We've lost that ability now. 

Can someone please clarify when the rollout will actually be finished? :)

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We don't have them either, and it would improve our life greatly to be able to fix the current challenges that messaging presents.

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I would like to know why they're available in both of our sandboxes, but not in our production instance. Can someone please explain this since the rollout has been completed according to this article?

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Phoebe Morin

Zendesk Customer Care

Hi All, 
 
During my research, it seems that the big dependency keeping you all from seeing messaging triggers in Admin Center is the rollout of our new backend for messaging. As the announcement article indicates, the rollout of messaging triggers for existing customers is on a two-quarter timeframe that extends into this quarter and the beginning of H1 2024. In other words, migrations for customers like yourselves are actively taking place.
 
 

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Jahn

Zendesk LuminaryCommunity Moderator

Aimee Spanier Destiny Phoebe Morin - Messaging Trigger is not available in both Sandbox and Production instance. 

Triggers in Chat App are very limited and actually not working properly for messaging. Can this be enable for us please? 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Jahn

I went ahead & created a ticket on your behalf regarding this request. Please keep an eye out for our Email!

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Jahn

Zendesk LuminaryCommunity Moderator

Dainne Lucena - Ticket have been merged to a different ticket since I also asked about the messaging trigger.

Is there a chance we can have this to be activated in our instance please? This will be really helpful feature to have.

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Are you planning to introduce more actions for the messaging triggers? 

I was using chat triggers to notify slack channels on important escalations/ data that come up from the chat itself - I was using action in the chat triggers to update tags and then I used the regular triggers to send slack updates according to those tags.

I dont have any way today to do the same function - what is the workaround you can suggest me?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Jahn !

Sure thing. I created a new ticket and look into this one for you. 
 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Efrat Barak Zadok ,

Instead of using Chat Triggers for Messaging, you can use Support Triggers instead. For every Messaging Ticket, you can set an action for it to add a tag to the ticket.  Please see Trigger conditions and actions reference for more Trigger conditions/actions your team can utilize 

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Dainne Kiara Lucena-Laxamana I think you are missing the point that conditions in the chat/messaging trigger defer from the support trigger.

So for example - if on the chat/messaging trigger I had a condition for flagging specific words by using the condition message contains XXX - I dont have the same condition in the support triggering.

 

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As per your plan, the messaging trigger should be LIVE for phase 3, but I can't see yet in my account. Can you confirm if the changes are LIVE? - https://support.zendesk.com/hc/en-us/articles/5973077601562-About-messaging-triggers-in-Admin-Center

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Hey I have a question? is it possible to trigger a webhook from messaging triggers?

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Hi,
In my messaging bot flow - I am allowing end users to leave a message which will be answered via email and not via messaging.
But I have a conflict with my messaging trigger which operates on that flow. 
The same messaging trigger operates perfectly on my other bot flow - in which live agents are expected to have live messaging with the end user.

How can I differentiate the messaging trigger to not operate in the specific first flow?

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Hello, 

I am not sure why we would use this over messaging flow bot? We migrated from Live Chat to Messaging as per ZD recommendation and set up flow bot to greet, gather date and let our customers know when we are offline using our schedule. Why would this be a better idea? I am keen to understand what the differences are?

Kindest, Lucy

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Please add the below condition to the messaging triggers.

 

Ticket Brand > is > xyz

 

We would like our responses to vary brand to brand
 

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+1 for the concern raised by Mariana above. 

 

Is it possible to define the text sent via messaging triggers in multiple languages? Dynamic content is not working.

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+1 to the concerns raised above. I find messaging much more restrictive and stubborn than chat.

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Adding my voice for additional languages (Dynamic content or AI agent)

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Is it possible to use these triggers to send a message to the customer who is waiting for an agent to reply and the chat goes inactive? 

So for example, when we are busy and it takes longer than 10 minutes for an agent to reply, can we get a message to the customer to say we are busy?

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Hello Efrat,
 
I trust this message finds you well and adds a little joy to your day!
 
Regarding your recent request, I wanted to confirm that we've received your request and have the specific team contact you.
 
Thank you for choosing Zendesk as your support platform. I appreciate your understanding and we are here to make this transition as smooth as possible for you.

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We can't really do anything with Messaging triggers as long as there is no condition option for:
brand is X
group is X

Additionally, conditions for tags would also be ideal.

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