trigger to send automated message, when an agent/visitor response is delayed.



  • Prakruti Hindia
    Zendesk Product Manager

    Hi Xiaomeng,

    Thank you for reaching out and suggesting this. We currently do not support triggers based on last time a message was sent. If the chat is the yet to be served, you could try activating our Chat Rescuer. 

    In cases where user has not responded to your agent in some time, the chat button turns grey. You could probably have your agent check in once - confirming that their questions has been answered. You can quicken this by setting up a shortcut for the message.

    If there is strong case to automate this, you could use our Javascript APIs  to check your ongoing chats for unread chats , add a tag and set up a trigger on it. 


  • Kevin Wolfley

    Agree with the post from Xiaomeng - It would be great to be able to set up a trigger that would automatically let the member know that the agent is still working and will be back with them shortly. 

    For example, if I'm the agent and say "Let me look into this for you. I'll be back with you in just a moment" - after 30 - 60 seconds, an automated trigger would fire that says (from me/the agent) "I apologize for the delay, I'm still working on this but will be right back with you" 

  • Eugene Kim

    Hi, is there any update on this in 2020?


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