Using placeholder in trigger to fetch agents' information

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6 Comments

  • Nicole - Community Manager
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    Thanks for posting your feedback here, Glen.

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  • Ramin Shokrizadeh
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    Hi Glen,

    Can you elaborate on what trigger you are trying to create and how you would use the agent placeholder?

    Most people use triggers for proactive chats, where agents are not in the conversation yet so the placeholder would not work. Are you wanting to create a trigger for when an agent is in a chat and not responding to the customer?

    Thanks,

    Ramin

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  • Glen
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    Hey Ramin,

     

    I've been using triggers for pro active chats already. Infact, triggers have been very useful in automation considering the lakhs of permutations it has. The case is, as an example, when client responds to proactive messages as programmed, the incoming chat becomes "true" for "client requesting a chat" and gets routed and allocated to an agent, when this handover is made, I have made a trigger message for client which says, "Let me connect you with one of our representatives, one moment please". My intent now is to insert agents name using placeholder in this script to make it more personalized, example,  "Let me connect you with Ramin! one moment please..". I know it is possible in shortcuts. Hope I made myself clear. Thank you.

     

    br,

    Glen

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  • Ramin Shokrizadeh
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    Hi Glen,

    Thanks for the additional information. The reason why it is in shortcuts is because we are confident that at least one agent is inside the conversation.

    If you want to achieve this handoff mechanism today, you would need to create a concierge bot using our conversations APIs: https://developer.zendesk.com/rest_api/docs/chat/conversations-api

    Currently, we have no plans in 2019 to change the trigger placeholder functionality.

    Thanks,

    Ramin

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  • Glen
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    Thanks.

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  • Joann Boznos
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    I would like to add a placeholder in a trigger like this as well.

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