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Create trigger to "End Session" on messaging instead of agent doing manually
Posted Feb 09, 2025
Hi everyone - hoping this gets some traction as a ZD update
The question I raised to ZD Support: Is it possible to create a trigger to end messaging session when ticket is assigned / pending / solved?
Reason: Currently - our agents are trained to end the session on messaging - however there are many instances where they unfortunately forget. In the event the agent is not working, and the user reopens the chat - the dialogue is in their open tickets and not routed to a live agent. Ideally - would be great to have a trigger that any time they assign the ticket to someone else, send an email instead of message, or solve the ticket - that the messaging session is ended. This way - if they mistakenly do not “end session” it happens automatically.
ZD Response: currently not possible. You can only use end session feature as a condition and not an action in our business rules.
If anyone has a work around - please comment below!
Thank you
-Nikki
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