Trigger does not bypass PreChat Form

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9 Comments

  • Ramin Shokrizadeh
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    Hey Brian,

    Thanks for the feedback. Hear ya on the ability to capture the visitor information when a trigger fires. To ensure the effectiveness of the trigger message, blocking the content with a form might cause the visitor to bounce.

    We are discussing some options internally on how we could solve this problem but don't have anything to share with you right now. If/when we push changes to the product that addresses this issue, we will let you know.

    -Ramin

    -1
  • Nir Liran
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    Oh I'm +1 on this. Looked for it myself. 

     

    Auto-engaging a visitor is something any Sales operation would do.  And it has to behave the same as if the visitor started the chat. This also means it needs to relate to offline status of departments so visitors will not try to talk to a trigger bot and get no reply.

    1
  • Ben Galicki
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    Any movement on this? We have yet to enable triggers because of this. 

    1
  • Ramin Shokrizadeh
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    Hi Ben,

    We are still working on the backend pieces to support bot integrations with chats and this would in theory allow for data collection before/during a proactive chat.

    This functionality won't be available until later next year as it is still in the early stages of development. 

    -Ramin

    1
  • Gavin Page
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    Hello Zendesk developers!

    Same problem here boys and girls. It would be better if you can develop the code so it is possible to capture data as well as having the trigger?

    Gavin 

    1
  • Caroline Forth
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    Hello,, I'm having the same problem. I would love a fix for this! Thanks!

    1
  • Daniel Gadus
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    Hi everybody :) 

    I was tested Zendesk Chat but after problem with triggers i must go back to my old chat system... 

     

    Really this function is ''must''

    1
  • Josh Jones
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    I know this thread was over a year old, but we just went for kayako support system to this zendesk and like most of the features....  but I agree here, that the triggers become unusable because it bypasses all the form...

     

    I would think an option on the trigger to fire the prechat form if the trigger is responded too would be a good solution?  people will bounce of course, but still as an option, we could turn on/off based on if that is ok for us or not.

     

     

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Josh,

    Thanks for sharing your feedback. We are doing some research now on this request and looking into potentially supporting the collection of user information in the widget via a bot + structured messages.

    No timeline to share on if/when you will see it in the product but we are actively looking into it this year.

    One thing you can do is set the visitor information via our Javascript APIs or authenticate the visitor so the information is pre-populated for the visitor. This is possible if the user is already logged into your website/web application. 

    -Ramin

    0

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