Hi, I was trying to create a trigger that had to display 2 options to users to choose from: "Yes" and "No". It appeared that I can't do that so a support agent suggested that I create a shortcut instead, where I have these options. However, the shortcut can be used only by an agent, i.e. during a chat.
What I was trying to do is ask users before they interact with a chat agent whether they are clients or not and based on their reply to route them to different departments. People that are not clients should go to Sales, people that are already clients should go to Support. It is not needed to have an agent to ask this question, right? Moreover, the agent may not be from the relevant team if they don't know if the user is a client or not.
The solution seems to be easy: just add "send a shortcut to user" (similar to the existing "send a message to user") option to the list of the available actions in the triggers menu.
Hope to see that developed soon!
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