Chat Simulation Zendesk

Post Title: Chat Simulation Zendesk

Feature Request Summary:

Currently, Chat simulation is only available if there is no chat visitor and for reactive chats. Would love the have the ability to still be able to simulate chat regardless if there are visitors and also to be able to manipulate visitor paths to meet the proactive chat trigger conditions and see if the trigger setup actually worked.

If not, a browser simulator where we can test out chat triggers - as long as we can manipulate the visitor path (there are blockages on the live path) to see if the trigger fires up.

Description/Use Cases:

Businesses oftentimes operate a 24/7 support style - making the chat simulation condition impossible to meet. We'd love to do this over sandbox but this would also mean we'll have to duplicate almost all of the setup we have on live which will take a lot of time.

Business impact of limitation or missing feature:

24/7 Businesses won't be able to utilize this feature as simulation conditions won't be met.

Other necessary information or resources:

Best Practices: How to test a Chat trigger.

Ramin Shokrizadeh

November 22, 2021 17:15

Zendesk Product Manager

Jah Tan Thanks for providing your feedback. You can bookmark the simulate page and use it when real visitors are online.

The format of the URL is the following:
https://www.zopim.com/landing/simulatev2?id=SUBDOMAIN.zendesk.com&ww=true&fallbackAccountKey=ACCOUNTKEY

Replace 'ACCOUNTKEY' with your account key and 'SUBDOMAIN' with your account subdomain. You can look at this article to find your account key if you don't know it.

To simulate triggers that fire on a specific page URL, you can use the Javascript API in the browser console to fake a page change to a specific URL. You can learn more about the Javascript endpoint here: https://developer.zendesk.com/api-reference/widget/chat-api/#updatepath

Hope that helps, let me know if you have any other questions or feedback.

Ramin