Option for Triggers to fire when offline.


2 Commentaires

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Aaron,

    Sending messages via triggers were originally meant for proactive conversations that result in a conversation with a person if the visitor chooses to respond. It was not designed to handle offline proactive conversations and we have no immediate plans to offer this functionality because it is handled by another Zendesk product called Outbound

    The account status trigger condition is for triggers that do not send messages but do other things like add tags, set departments on widget load. It isn't clear since the dropdown field does not filter currently, it is something we want to improve on down the road.

    If you do not want to use Outbound, the only other workaround I can propose is put the link to the page in the offline greeting section of the offline form.



  • Andrew

    I'm not sure Outbound is the use case here - we also had the same problem.  using the javascript API it is possible to send messages even when an account is offline, but then it's not possible to trigger a reply to say "Sorry we aren't online" - the customer is just left waiting forever.

    Maybe a specific scenario, but we are using Zendesk widget (so no offline form in chat), and needed to open a message window directly from a link (not possible with Zendesk widget)


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