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I want to use the condition "channel changed to" in triggers
Posted Aug 13, 2024
I want to create a trigger that fires actions based on switching the channel. In most cases that applies to talk tickets and messaging tickets in which we often change to E-Mail.
In my specific case I would like the subject to be changed as soon as the agent switches from Talk/Messaging to E-mail because I want to avoid the agents using the standard “Call with Caller” “Conversation with xy”. I now realize this might be another feature request because one can't choose an action that changes the subject 😅 Anyways I'm sure there's more cases for this request.
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1 comment
Sydney Neubauer
+1 I think in general there should be conditions where you can state “changed to”, “changed from” etc. This is what Group has by default and should be applied to other fields as well - especially custom fields, text, etc
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