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Request: Add Time-Based Messaging Triggers similar to Chat



Posted Dec 27, 2022

Currently, we have chat-based triggers (e.g. after 3 minutes of no reply), and we are considering switching to Messaging completely.

However, it seems that we cannot do a similar trigger with messaging and can only rely on hour-based Automation. If I have no agents available or they are busy enough that they don't respond in e.g. 3 minutes, I would like to be able to create a trigger to send an additional message to the end-user.

 


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9 comments

+1

This is really waste of our time. We can't wait for customer all day long and we can't even distinguish if end-user is still online or not. although there is green circle on top tab of the ticket but that isn't really real-time. 

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Carlota Bergillos

Zendesk Luminary

Hello. We would really need this to migrate from Chat to Messaging: 

  • Being able to automate an "offline agents" message when the chat is not accepted because all the agents are offline
  • Being able to automate an "delayed reply" message when the chat is accepted but not served after some minutes because the agents are busy

This way Messaging would be a little bit more of a "live" channel. 

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+1 

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Bobby Koch

Zendesk Luminary

Agree, we need this asap

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Joel Cohen

Zendesk Product Manager

Hey Jeremy - New PM for Triggers and Automations here, so I can speak to the Triggers and Automations side of things. 

 

I really appreciate you 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.

 

Adding more granular increments of time to automations is a great feature request and is definitely in our backlog. This means that we will think about adding it as a priority later in our planning cycle. I apologize for the frustration that this is causing. 

 

We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

 

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

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+1

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+1 here too - being able to send different messages after different time periods has made us so much revenue in the past which will now go to zero. 

Also, we can't see if the end-user is still online or not, which means we waste so much time. The green circle in the tab is not live. 


 

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Totally agree with Carlota B and the other members here! 

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+1 - Any updates on adding time based triggers in messaging?

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