Review of trigger execution conditions in messaging
Feature Request Summary:
We would like to request a review of the timing for determining the trigger execution condition "when a visitor requests a chat message" in messaging.
Shouldn't it originally be before the necessary information is sent in the Flow Builder's "Transfer to Agent"?
Business impact of limitation or missing feature:
We believe that the timing of the necessary information in the "Transfer to Agent" step of the flow builder prior to transmission is too late to determine the condition.
Since the purpose of this trigger is to deter queue size, we believe that the judgment should be made when the customer is in the "Transfer to Agent" step.
Thank you for writing in!
The chat triggers are fired before the routing mechanism kicks in so the conditions will still be taken into account and all this happens during the transfer to agent process before an agent is assigned to the ticket. You can refer to this article for more information.
Would also love to hear if you have concrete examples of any tickets you have that wasnt routing in a way you expected.
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