Send message to a visitor
Hello,
Once the customer has chosen the desired language in the prechat form, he is redirected to the relevant department. The first trigger with a greeting message works even before an agent takes over the chat.
However, if no agent has picked up the client after 30 seconds, I want to send a new message. Unfortunately, this trigger does not work properly.
The trigger works fine when no agent supports the chat, but when an agent supports the chat, the trigger works as well.
Please, do you have any advice for me? What did I forget?
Here it is the trigger:
In advance, thank you for your help
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I've had trouble with this as well!
I hope someone comes to our rescue.
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Hello Brice Bougard and Heather Rommel
Could you please set up your Chat trigger as it follows:
- Department | Equals | English
- Department status | English | Online
- Still on site | Equals | 30
- Visitor served | Is falseWhen you don't set the Still on site condition as the first condition on the trigger, the trigger acts like a Wait time action. By doing this, we are checking that the visitor is not served after 30 seconds. If this doesn't work, could you please post here a screenshot of the first trigger too? Thank you!
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Hello Ricardo,
Thank you for your feedback.
It works ! :-) -
Glad it worked!
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