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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

Agree with many people above.

We need “Brand is” condition too!

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In the chat triggers one of the conditions we used are the wait time. 
Now wait time is just an action - it does not help since we need the messaging trigger to only be triggered after x amount of time. For example - when no agent picks up the call for x amount of time

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We set up a messaging trigger to send a message to a user when a ticket is assigned from a queue. But when we created a slack side conversation from this ticket and the ticket started to be reopened by messages in slack, this trigger continued firing messages to a user about assigned ticket. What condition can we use to avoid it? 
We tried customer previous conversation = 0, but it does not work as we need. 
 

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Elaine

Zendesk Customer Care

Hi Lucy and Mariana,
 
Thank you for reaching out!
 
Lucy, the transition from Live Chat to the Messaging Flow Bot offers enhanced features that can improve customer engagement. The Flow Bot allows for streamlined interactions, which can help in greeting customers, gathering data, and providing information even when your team is offline. It's designed to handle conversations without needing direct agent involvement, potentially improving your response times.
 
Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.

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Elaine  
 

Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.

Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?

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Hello! I want to create a message trigger where:

The visitor has not responded for 5 minutes, but there was an interaction from the agent, and the agent does not need to keep prompting the visitor. This trigger should send a message at the 5th minute and close the ticket.

I created a trigger with the configuration shown in the attached image, but it did not respect the message sent by the visitor within less than 5 minutes and closed the ticket.

What did I do wrong?

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