Triggers are business rules that automatically perform actions when tickets meet specified conditions. 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 messaging channel. 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). When a trigger's conditions are met, the trigger "fires" and specified actions are performed through that same messaging channel (such as sending an automated message to the conversation).
This article explains how to access and use the Messaging triggers page and provides essential facts about messaging triggers
This article includes the following sections:
Accessing and using the Messaging triggers 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:
- Create a new trigger
- View all active and inactive messaging triggers
- Search a list of your messaging triggers
- Sort the messaging triggers list by status (Active or Inactive)
- Click a trigger name to view and edit its configuration
- Use the options menu icon (
), to quickly edit, clone, activate, deactivate, or delete the trigger
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Messaging triggers.
36 comments
Toshikazu Asaka
Agree with many people above.
We need “Brand is” condition too!
1
Efrat Barak Zadok
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
0
Vitaliia Paniuta (External)
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
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.
0
Viachaslau
Elaine
Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?
0
Wanessa Nascimento
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?
0