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Messaging Triggers

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Shelly

Posted Oct 24, 2022

When using messaging I want to create a trigger to send an automated response if a messaging customer hasn't received a response within a certain about of seconds/minutes while active on the messaging chat bubble on our website.

Does anyone have a workaround for this?

We really need more Messaging trigger options. 

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7 comments

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    Christine

    Zendesk Engineering

    Hi Shelly,

    Similar to what was explained in the support ticket you raised with our team, what you're looking to achieve is not currently possible using a Chat Trigger (due to limited trigger conditions), I also confirmed that this is the same for Support Triggers and Automation. 

    You can create a Trigger to send email notifications to the end user based on the available Trigger conditions, however, there is no Trigger Action to send an automated response via Messaging for Messaging tickets. 

    The available Support Trigger Action (specific for sending notifications) is currently limited to the following:

     
    We appreciate your input though! Our Product Managers are constantly monitoring suggestions submitted here in our forum to be considered in our future updates. Posts with high user engagements are flagged by our team for future roadmap planning. Thank you for understanding!

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi Christine -  bumping Shelly's use case as we also need that. There is a messaging channel in the chat/messaging trigger but not working properly. 

    Hope we can revisit this soon. 

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    Shawna James

    Community Product Feedback Specialist

    Hey Jahn, thank you so much for taking the time to provide us with your feedback here. Would you mind posting this in our community feedback forums where we collect product feedback and where our PM’s review feedback from our customers? We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi Shawna James - I can definitely post feedback but appreciate if the Messaging Trigger in Admin Center can be enable for us soon as this may potentially be the solution to this limitation. 

    There is already a rolled out solution but not yet available for everyone hence will be much appreciated if we can have this feature in our instance.

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    Shawna James

    Community Product Feedback Specialist

    Thank you Jahn for the follow up here! I understand the feedback and appreciate you taking the time to share your thoughts with us.

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hello Shawna James - do we happen to have timeline as to when this will be available in our instance?

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    CODY DAVIS

    With the addition of Messaging Triggers to the already existing Triggers section, what is the order in which these fire? I would like to know if Triggers are run before Messaging Triggers, or vice versa. 

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