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Messaging triggers and conditions



Posted Mar 28, 2021

There are a number of conditions available for chat such as "visitor page URL", but they are not available for messaging. When will these be available for messaging and is there a work around in the meantime?


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I have the same issue. Would be very important if this getting solved or if there is a work around! 

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The New messaging is great but did not include this option on its trigger conditions.

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I completely agree.
I would like to see the trigger conditions and actions that can be set in Messaging Chat expanded to the same level as those in Support.

*) I have heard the following from a Zendesk support representative.

  1. I would like to make API requests at the timing when a Messaging Chat user posts a message, but to achieve this, I currently need to develop a Zendesk app using the Zendesk Apps Framework (ZAF)
  2. there are plans to expand Messaging Chat trigger conditions/actions in the future.

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Rajat Garg

Zendesk Product Manager

Hey Everyone, thank you for taking the time to provide us with this feedback. I apologize for the delay on our end in providing you with a response to your feature request.

 

I completely understand the feedback on supporting more conditions in Messaging triggers. 

 

Currently, we support proactive messaging that allows you to set proactive triggers based on the page URL. You can find more about the feature here

We also have plans to add more conditions in Messaging triggers this year. We plan to support trigger conditions to manage customer expectations on wait time (e.g. queue position or expected wait time) and manage workflow better (e.g. automated message when customers don't respond for x mins). Per our Community Guidelines we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.

 

Thank you again for your feedback and for being a valuable customer with Zendesk.

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