Chat started printed multiple times

11 Comments

  • Devan La Spisa

    Hello Alex,

    Just to confirm are you looking to set this up without the repetitive Chat started being printed each time a message is sent?

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  • Alex

    Yes.

    Though I have a different (additional) problem now as well. I realized that the way I had the trigger set up (fire when widget loaded) proactively sends messages to visitors even if they don't have chat opened.

    Is there a way to have the widget only send the messages when the user opens chat?

    Basically, I'm trying to implement something similar to the Support Chat widget functionality on this page (after clicking widget, chat has some intro messages).

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  • Devan La Spisa

    Hello Alex,

    So this is possible by utilizing proactive triggers, you would need to modify the conditions to prevent it from firing in situations you don’t want it to. I've gone ahead a linked an article that should explain how to go about setting this up. If there is anything else you need clarified please let us know. 

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  • Alex

    Hi Devan,

    That link didn't work for me. Did you mean https://support.zendesk.com/hc/en-us/articles/360022186874-Targeting-key-visitors-with-proactive-chat ?

    I've looked into proactive triggers and couldn't find a way to have to send messages only if the user has opened a chat, not just if they're on a page containing the widget.

    You can set a condition to have the trigger fire only if the user is requesting a chat, but that would fire when the user sends their first message, not when they open chat.

    Also, that doesn't seem to solve the problem of "Chat started" being sent once per proactive message?

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  • Devan La Spisa

    Hello Alex,

    My apologies for the dead link I provided, the actual article I meant to share with you I've linked below. 

    Zendesk Chat triggers resource

    You should have the option to make the trigger run when a customer requests a chat which I attached an image of below.

    I hope this is a bit easier to follow than my last post and let me know if there is anything else I can do to help. 

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  • Alex

    As I mentioned in my last post, the problem with using a trigger that fires when a chat is requested is that chats are only requested when a user send their first message.

    I'm looking for behavior like the widget on the Zendesk support article I linked, where messages appear once the user has opened the widget.

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  • Devan La Spisa

    Hello Alex,

    To confirm are you using the Zopim widget or the integrated Chat experience? 

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  • Alex

    Integrated Chat

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  • Devan La Spisa

    Hello Alex,

    In this case, then what you are asking for isn't possible in the Chat experience. I would recommend submitting this change in our product feedback forum so our devs can consider this for a future update which I've linked below.

    Chat Product Feedback 

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  • Alex

    Is it possible in the zopim widget?

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  • Devan La Spisa

    Hello Alex, 

    This also wouldn't be possible through the Zopim Widget.

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