First off. It is super cumbersome and confusing having ticket triggers and chat triggers. The next issue is chat triggers are very limited in comparison to ticket triggers.
We have chat triggers that fire 30 and 60 seconds after a chat comes in. This is due to a limitation in chat that does not let users know what the average wait time is for a group their chat has been assigned. If, an agent assigns that ticket to themselves and begins to engage with the customer prior to the 30 or second timings. It will still fire even though we have a condition that states "visitor" "served" "is false". This is bad because it confuses users as they are getting automated messages in the middle of engaging with an agent.
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