Messaging triggers conditions and actions reference

Trigger firing events

Every trigger starts with a firing event. These events dictate whether the trigger will run, then evaluate its conditions and fire its specified actions. Use the Run trigger dropdown to choose a trigger’s firing events.

Note: Messaging tickets are created when an AI agent hands off control of a messaging conversation, and the conversation is assigned to a group or live agent.

When a customer requests a conversation: The trigger runs when a conversation is handed off by the AI agent and a ticket is created, or the end user re-engages in the conversation after agent capacity is released.
When a message is sent: The trigger runs when a customer enters the conversation and sends a message in the messaging Web Widget.
When a conversation is added to the queue: The trigger runs when a messaging conversation is placed in the queue.
When a conversation is assigned from a queue: The trigger runs when a messaging ticket is assigned to an agent from the queue, using the Accept button or auto-accept. It doesn't run when an agent reassigns the ticket to another agent, or when the agent claims the ticket from a group view.

Trigger operators

Use the following operators to build trigger condition statements.

Table 1. Trigger operators
Operator	Description
is	Exact match. `= 5 returns true only when 5`
Less than	Less than the number entered, but not including. `< 10 returns true from 0-9`
Greater than	More than the number entered but not including. `> 120 returns true from 121 to 1,000,000,000,000,000,000`
Less than or equal to	An exact match or less than the number entered. <= 3 returns true on a 3, 2, 1, or 0
Greater than or equal to	An exact match or more than the number entered. `>= 600 returns true from 600 to 1,000,000,000,000,000`
Is not	Anything but the value entered. `!= 0 returns true for any number but 0`
Contains	String includes the following text. `"help" matches true with "help, i need somebody"`
Contains (case sensitive)	String includes the following text. `"Hello" matches with "Hello, it's me"`
Does not contain	String does not include the following text. "help" matches true with "not just anybody"
Reg Ex	Matches for regular expression values using the Python RegEx framework. This field looks for a full match, not a partial. For assistance, you can use Pythex as a quick reference and validation tool. `(?P<year>(?:19\|20)\d\d)(?P<delimiter>[- /.])(?P<month>0[1-9]\|1[012])\2(?P<day>0[1-9]\|[12][0-9]\|3[01]) Test String: 2014-07-28 String match: 2014-07-28`
Reg Ex (case sensitive)	Field looks for a full case-sensitive match, not a partial match.
Is one of the following	Multi-select field; looks for a match that includes any of the selections.
Is not one of the following	Multi-select field; looks for a match that excludes all the selections.

Trigger conditions

Condition statements are collections of conditions, field operators, and condition values. Available values can vary based on the condition selected. Condition statements are essentially ‘if’ statements that return all tickets that meet the specified criteria.

You must select one – and only one – of the condition statements to save and use a trigger in both the Visual and Developer views:

Check All of the Following Conditions requires all conditions to be met to execute a trigger’s actions.
Check Any of the Following Conditions requires only one condition to be met to execute a trigger’s actions.

Note: Zendesk has implemented limits on certain trigger conditions. Any existing triggers that exceed these limits will be disabled. If you attempt to re-enable them, an error message will appear. The table below includes these condition limits.

Table 2. Trigger conditions
Condition	Description
Date and time
Hour of day	Hour of the day (Universal Time Clock): 0 = midnight 23 = 11 p.m. Note that the Hour of day condition uses the hour only, and does not include minutes.
Day of week	Day of the week: 0 = Monday 6 = Sunday
Previous conversation
Customer previous conversations	Number of times the customer has previously had a conversation with an agent. (New conversation = 0). Limited to 32,000 previous conversations.
Customer Information
Customer name	Name of customer
Customer triggered	Triggered customer (activated by Set triggered action). Values are True or False
Customer email	Email of customer
Online Status
Account status	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.
Group status	Status of the selected Zendesk group. Values are: Online: If at least one agent in the group is online, and the rest are away or invisible, then the group status is Online, and the trigger fires. Away: If at least one agents in a group is away, and the rest are invisible, the group status is Away and the trigger fires. Invisible: If all agents in a group are invisible, the group status is Invisible, and the trigger fires.
Conversation-related information
Brand	Multi-select field lets you add your active and inactive brands.
Customer is in active conversation	Values are: True if the customer is currently engaged in a conversation. False if the customer is not currently engaged in a conversation.
Customer is requesting conversation	Values are: True if the customer is requesting to start a conversation. False if no agent has responded to the customer.
Customer served	Values are: True if the customer is actively being assisted by an agent (for example, the agent has accepted the conversation and sent an initial message). False if no agent has responded to the customer.
Group	Name of the group assigned to the conversation.
Sender	Name of the message sender.
Sender Type	Values are Agent or Customer.
Message	The message being sent.
Initial routing	The conversation is added to a queue for the first time, and applies only to tickets with the New ticket status. Does not apply to tickets that are transferred from one group or agent queue to another. This condition can be used to differentiate between the messaging tickets added to the queue for the first time and tickets transferred to the queue. Values are: True if the messaging ticket is added to the queue for the first time. False if the ticket is transferred from another queue, or if the ticket is sent to an overflow queue.
Customer queue
Queue Size	The total number of incoming conversation requests for the account. Note: This condition targets the overall account queue, not the department-specific queue.

Trigger actions

Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements: if all of your conditions are true, then perform these actions to execute these actions to update the conversation.

Table 3. Trigger actions
Action	Description
Send message to customer	Sends a predefined message to the user. When a message is sent to an end user by a messaging or system trigger: If an AI agent is configured and in use, the AI agent avatar appears with the message. If no AI agent is in use, the logo defined for the Web Widget appears with the message.
Wait	Introduces a delay before the next action is fired Note: Triggers run simultaneously. If multiple triggers need to be fired in a specific sequence, add at least a one-second delay to each subsequent trigger.
Request email	Sends an automated message to the customer requesting their email to facilitate continuous conversation re-engagement.
Set triggered	Applies a flag that can be used with the Customer triggered condition. Values are: True or False
Add tags	Adds tags to the ticket.
Remove tags	Removes tags from the ticket.
Suspend user	Suspends a user, preventing them from using your messaging service. See Suspending messaging users for more information. Note: When using this action in a trigger, include it as the trigger's final action.

Trigger placeholders

Placeholders are references to customer and agent details you can use in trigger action statements. When the trigger is fired, the placeholder pulls in the current visitor and session information.

Table 4. Trigger placeholders
Placeholder	Type	Description
@hour_of_day	Integer	Current hour of the day (UTC timezone). 0 - 23
@day_of_week	Integer	Current day of the week (0 = Monday, 6 = Sunday)
@customer_prev_conversations	Integer	Number of previous independent conversations initiated with agent (New conversation = 0)
@customer_name	String	Name of the customer.
@customer_triggered	String	True if the customer has previously received a messaging trigger.
@account_status	String	Status of the account (Online, Away, or Invisible).
@bot_name	String	Name of the AI agent published to the current messaging channel.
@customer_is_in_active_conversation	String	True if the customer is active in the conversation.
@customer_requesting_conversation	String	True if the customer is requesting a conversation.
@customer_served	String	True if customer is currently being served by an agent.
@sender	String	The name of the sender.
@customer_email	String	The email of the customer.
@sender_type	String	The type of sender (Agent or Customer).
@message	String	The message sent.
@queue_size	Integer	The incoming conversation requests.
@wait_time_min	Integer	Minimum estimated wait time for the first response from an agent to the ticket (in minutes). The wait time is available only for groups with at least 1 ticket routed in the last 7 days. Requires the improved messaging backend.
@wait_time_max	Integer	Maximum estimated wait time for the first response from an agent to the ticket (in minutes). The wait time is available only for groups with at least 1 ticket routed in the last 7 days. Requires the improved messaging backend.