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Messaging Triggers - Add Dynamic content to Actions / Send Message to customer



Posted Oct 24, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

 

Request to make Dynamic Content usable in Messaging Triggers. Specifically the Action Send message to customer. This currently is affecting our ability to send messages to our customers in different languages. 

 

What problem do you see this solving? (1-2 sentences) 

 

We want to send a message to customers waiting for an agent, based on queue size. We can't do this because we can't make the message applicable to all languages. We would only currently be able to send it in 1 language.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

 

It happens on a daily basis that customers queue for an agent in messaging. We want to keep them informed.

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

 

There is no workaround, we can not provide multi-language support in Messaging Triggers. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

 

Enable Dynamic Content in Messaging Triggers so we could use it. Example - Actions / Send message to customer / message = {{dc.chat_wait_msg}} 


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2 comments

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Shawna James

Community Product Feedback Specialist

Hey Richard,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Hi,

We would also very much appreciate having this feature supported! It's super important to have multilanguage messages available in Messaging Triggers.

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