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Messaging triggers conditions and actions reference



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Aimee Spanier

Zendesk Documentation Team

Edited Nov 15, 2024


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18 comments

In Admin Center/Messaging triggers the drop down options for the “Group Status” are “Online”, “Away”, and “Invisible”. The chart above suggest that “Offline” should be the third option, not “Invisible”. Will “Offline” be added as an option at some point?

 

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Is there any development planned to make the Queue Size department specific?
Documentation:

The total number of incoming conversation requests for the account.

Note: This condition targets the overall account queue, not the department-specific queue.

 

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Is there any plan to add the ability to run a trigger when a messaging conversation has ended. E.g to add a tag for reporting. 

 

Alternatively.. can you add an attribute or metric to explore so we can report on the number of sessions which have been ended please? 

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I am trying to create a trigger that will add a tag when a messaging session ends - what should be the correct condition in this case?

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Hello!

 

Messaging trigger conditions could be improved with adding option to listen for tags or requester language. Unfortunately it is not possible to use these triggers if you offer services in multi languages.

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@alexander palm: 
I don't know what you are trying to achieve but maybe you could route the chats for languages to different groups - one for each language.

CSRs could then be in multiple groups if they speak multiple languages and you could run your triggers related to the group.

Don't know if that will help in that situation. 

But triggering by tags would be also powerful in any case.

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Hi Mateusz Gamroth
Thank you for contacting us. In response to your inquiry about the possibility of making the Queue Size department-specific, we have included this in our roadmap and will be working towards implementing it.

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Hi Aleksander Palm
Could you specify what types of tags you would like to see at the ticket level and the use cases they would address? Additionally, we are looking into the possibility of incorporating language as a condition in messaging triggers. Once we determine its feasibility, we will include it in our roadmap.

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Hello Siddhartha Sengupta

I more had in mind that if you don't want to expand conditions in messaging triggers that much then adding tag as a condition option would be enough already to manipulate the behavior to a desired outcome. For example we have one brand that offers support in 4 languages and due to this messaging triggers can not be used. Created a group for each language just adds more complexity to our already complex setup :) !

 

Best regards,

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I would like the option to fire messaging trigger when an agent did not respond for x amount of time (like 30/60 secs). How can this be done?
On chat triggers that was possible as the wait was available as part of the conditions and not only as part of the actions

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I do not have “Customer is active in the conversation”. Ours says “Customer is in active conversation”. We also do not have an option for “Customer is served”. 

 

Also, giving a +1 to Efrat's request for a trigger to respond after no agent reply for X amount of time.

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I'm a bit confused by the definitions/nomenclature above. Specifically, what does “invisible” mean? I've got "online" and “away” as agent statuses and I've got "offline". 

 

Is “invisible” a category that includes all agents offline or away or out of business hours?

Status of your Zendesk account. Values are:

  • Online: If at least one agent is online and the rest are away or invisible, then the account status is Online and the trigger fires.
  • Away: If at least one agent is away and the rest are invisible, the account status is Away and the trigger fires.
  • Invisible: If all agents are invisible, the account status is Invisible and the trigger fires.

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Hi Efrat Barak Zadok,

Thank you for reaching out. This feature is indeed part of our roadmap. We are currently exploring its implementation for messaging, with a planned release around mid-2025.

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The Messaging Triggers feel really limited. Would be really good to see the Conditions from the standard Triggers implemented in the Messaging Triggers, as well as the Action to add a tag.

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Adding on messaging trigger condition where messaging changed from Active to Inactive would also greatly helpful to manage customer expectation while keeping the customer engaged.

 

Its so that we can fire trigger to send message when customer not responding within x amount of time without the need for agent to kept following up with the conversation manually.

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We need to be able to:

 

1) Include placeholders in messages sent via messaging trigger, and 

2) Automatically send a message to end users that haven't responded to the agent's message after 5 minutes have passed, then send another message and auto-solve the convo if there are no further end user replies after another 5 min. 

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I agree with Donna Haddigan ,  a custom time condition is a must have

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can we make a trigger like this: (send message to customer)

You are currently in the 4th / 3rd / 2nd queue

 

cause when i use "@queue_size" placeholder, is the total of queue in messaging.

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