Add a condition for triggers based on number of active chats

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  • Ramin Shokrizadeh
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    Hi Christopher,

    Have you tried using the Queue size trigger condition already? You can set your proactive trigger to fire if the queue size is greater/less than a certain amount and should accomplish what you mentioned.

    -Ramin

     

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  • Christopher Pitts
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    That will not work for us. Due to company policy we don't let customers sit in the queue so we responed to all of them. That's why we would like to limit by the number of active chats.

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  • Ramin Shokrizadeh
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    Christopher Pitts Got it. Currently, we have no plans to add new conditions to triggers in 2020. 

    The only workaround I can think of is if you use the real time APIs (https://developer.zendesk.com/rest_api/docs/chat/apis#chat-metrics) to get the active chat numbers and then use the Triggers REST APIs (https://developer.zendesk.com/rest_api/docs/chat/triggers#update-trigger) to enable/disable the triggers in question. This would require custom coding on your end but it would be possible with the APIs that are currently available. 

    -1

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