About web and mobile messaging triggers in Admin Center

What's my plan?

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 Admin Center as described in this article, see Chat triggers in Zendesk messaging. For more information on the move, see this announcement.

Triggers are business rules that automatically perform actions if specified conditions are met. The conditions and actions available in a trigger depend on the channel being used.

Messaging triggers run when a customer requests or interacts with a conversation through a web or mobile messaging channel. Precipitating conditions can include user data (like account status), conversation data (such as the time of day a conversation is started), and agent data (such as queue size). These conditions can then spark actions that are performed through that same messaging channel (such as sending an automated message to the conversation).

Note: Most messaging triggers do not run on social messaging channel interactions. However, the customizable CSAT survey trigger can be used with social messaging channels, as well as web and mobile messaging channels.

In this article, we’ll introduce you to the Messaging triggers page, messaging trigger basics, and the pre-made triggers that are included in your account by default.

When you’re familiar with these details, you can begin creating and editing your own messaging triggers. See Working with messaging triggers in Admin Center to get started.

This article includes the following sections:

• The Messaging trigger admin page
• About the default messaging triggers

Related articles:

• Messaging triggers conditions and actions reference
• Working with messaging triggers in Admin Center

The Messaging trigger admin page

The Messaging triggers page in the Admin Center is where you can manage all of your messaging-related triggers.

From this page, you can:

• Begin creating a new trigger
• Search the triggers list
• View all active and inactive triggers
• Sort the triggers list by status (Active or Inactive)
• Click a trigger name to view and edit its configuration page
• Use the Options menu (), to quickly edit, clone, activate or deactivate, or delete the trigger

See Working with messaging triggers in Admin Center for information on performing these actions.

About the default messaging triggers

To help you get up and running with some best practices for a typical messaging workflow, messaging comes with a set of default triggers already set up in your account. Click the links below to learn more about each trigger:

• First Reply
• Request Contact Details
• All Agents Offline

You can use these messaging triggers as they are, modify them, or duplicate them and make adjustments to the duplicate.

By default, these built-in messaging triggers are inactive. You can activate them as needed.

For more information about creating and modifying these triggers, see Working with messaging triggers in Admin Center .

First Reply

This trigger sends an automated reply to customers requesting a conversation, so they know their request is being attended to.

The trigger is set up as follows:

• Run trigger: When a customer requests a conversation
• Check conditions: Match ALL of the following conditions
  • Customer requesting conversation | Is | True
• Perform the following actions
  • Wait | 5 (in seconds)
  • Send message to customer | Customer Service | Thanks for your message, please wait a moment while our agents attend to you.

Request Contact Details

When your account is set to Away, this trigger asks customers requesting a chat to leave their email address.

The trigger is set up as follows:

• Run trigger: When a customer requests a conversation
• Check conditions: Match ALL of the following conditions
  • Account status | Equals | Away
• Perform the following actions
  • Send message to customer | Customer Service | Hi, sorry we are away at the moment. Please leave your email address and we will get back to you as soon as possible.

All Agents Offline

When all agents are offline, this trigger sends an automated reply to warn the end user to expect a delayed response.

The trigger is set up as follows:

• Run trigger: When a customer requests a conversation
• Check conditions: Match ALL of the following conditions
  • Customer requesting conversation | Is | True
  • Account status | Is | Invisible
• Perform the following actions
  • Send message to customer | Automated Response | Hi there! Thanks for reaching out to us. We're offline right now, but we'll respond to your message when we're back online in a few hours.