Send email alert of incoming chat in queue?

Answered

10 Comments

  • Heather Rommel
    Community Moderator

    Hi Barry, 

    I've struggled with this too. I would love to have a way to hook Zendesk Chat up to email, Slack or Google Chat but there's no inherent way to do this as far as I can tell from a UI perspective.  I hope someone else jumps in here to help us both out! 

    I wonder if a developer would be able to leverage real time Chat API or something like that to make a solution?

    https://developer.zendesk.com/rest_api/docs/chat/apis

    1
  • Barry Downs

    Hey Heather,

    Thanks for the reply, it's warming to see I'm not the only one interested in this!  Slack notifications would similarly be fantastic.

    I'd previously had a look at the Chat API and I think it would be possible to create a solution using that, but alas I know my strengths and coding/web development isn't one of them!

    It seems weird that an incoming chat seems to only create a ticket when we respond, rather than when the chat request arrives (if the latter was the case, it would be possible to send out notifications based on the zopim_chat tag).

    I set up a trigger that alerts us of a missed chat (e.g. customer contacts us, sits in queue and leaves when nobody responds), but ideally we don't want to be missing any chats.

    If anybody else has any input it would be much appreciated!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Barry,

    As you might have guessed, the only way to set up this sort of workflow is through the use of the Chat API

    If you don't have a developer team available to assist with this, we do have a professional services team available that can set this up at an additional cost.

    Let me know if this is something you're interested in and I can get you in touch with your account manager.

    Cheers!

    0
  • Andrew J
    Community Moderator

    Could anything be done with the fact that chat creates a ticket at the beginning of the chat? Perhaps the creation of this could be used? Conditions: Ticket created, Channel Chat. Actions: Email agent...?

    Have you got desktop notifications turned on?

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  • Barry Downs

    Hey Andrew,

    The ticket isn't actually created until the chat is answered (at which point the email notification wouldn't be required) or the chat is abandoned by the customer (at which point we already have a notification set up to alert us of an missed chat).

    I attempted to create a notification based on the ticket creation for the chat channel (even going as far to trying a trigger based on the chat tags that are added when a chat ticket is created), but none of these serve the purpose that I'm aiming for.

    Agents have desktop notifications enabled, however given the other tasks that they perform on a day to day basis, missing the chat notification is incredibly easy.

    Thanks for your help though.

    1
  • Armen Saghatelian

    Hi.

    As the last reply is 9 months old, and lots of things changed in Chat since then (e.g. Agent Workspace), I'd like to know are there any news about this?

    Did you manage to get these notifications?

    Maybe there are ready-made apps / integrations / tutorials to get email or slack notifications when a client starts a new chat?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Armen Saghatelian,

    At this time there is no update currently for this on our roadmap at this time. 

    Best regards. 

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  • Armen Saghatelian

    Hello Devan - Community Manager,
    Thank you for the update. One more question. Brett Bowser mentioned, that there is a way to achieve this using Chat API, but all I see on the page he linked is how to create a chat app, that works inside the web interface. How can you use it to send notifications to mobile, email or slack, when the web interface is not open?

    Thanks in advance for explaining.

    Best

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  • Kay
    Community Moderator

    Armen Saghatelian there is no webhook functionality in Zendesk Chat.

    There are two ways to achieve sending an email or webhook to external system from catching an event:

    1) Server in between
    This means you'll need to set-up an intermediate server which listens for these events. You'll want to use this API (Enterprise only) or this API in that case.

    2) Ticket in Zendesk Support via API on your website
    This solution you don't need an external server. You'll use the Web Widget API to listen if a chat was requested, and then fire an API call (specifically to the Request endpoint) to Zendesk Support, which creates a ticket.

    Then you set-up a trigger, that fires against those particular tickets.
    In that trigger, you'll punt an action that either emails you, or use a Slack target for instance.

    -- 
    Both are not the prettiest solutions, but they'd get the job done :)

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  • Armen Saghatelian

    Thank you for your response. We've decided to go with the 2nd option.

    However, I still have questions: How do we use Web Widget API to listen if a chat was requested? As far as I understand from reading the API documentation, there is no event firing when the user sends a message.

    Obviously we can't use "Chat Opened" event, as the visitors can open and close the widget without writing a message. We can't use "chat:start" event either, as we have a proactive greeting, that triggers "chat:start" event without the user's interaction.

    We need a way to capture the moment when the visitor writes a message. Please help.

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