• Katie Dougherty

  • 10 juillet 2020 22:16

  Zendesk Community Team

  Hi Brice Bougard,

  Thanks for reaching out! 

  If you want the client to receive a greeting before they write in, it sounds like you want to send a proactive chat message. Visit the Targeting key visitors with proactive chat article for the section, "Reach out to returning web visitors."

  • Your condition of Visitor Served | is | False would mean that the client is not being served by an agent yet. In your test, it sounds like an agent has already accepted the chat which may be why your trigger is not firing?
  • If you want the chat message to appear before the client even selects to chat, consider following the steps in the article about returning web visitors.
  • However, if you want the message to fire once the repeat client has opened the chat window, consider changing your conditions to Visitor Served | is | True and select to have this fire only once. 

  Please reach back out if you are still running into issues! I would be happy to create a ticket for you with our Support Team or you can contact customer support. 

• Brice Bougard

  • 13 juillet 2020 09:44

  Hello, Katie,

  Thanks for coming back.

  Yes, I still can't get the result I wanted.

  The goal is that after clicking on Help > Get in Touch > Live Chat, the customer will see a welcome message on the Chat before an agent can accept the Chat.

  Thank you in advance for your help.

• Katie Dougherty

  • 13 juillet 2020 18:38

  Zendesk Community Team

  Hi Brice Bougard,

  Thank you for clarifying!

  It sounds like you are trying to recreate one of the default triggers, "First reply." 

  This Chat trigger will "send an automated reply to customers that start a chat, so they know their request is being attended to." The trigger fires after the customer starts a chat but before the agent accepts and replies back to the customer. You can also include your additional conditions of the URL, Visitor previous chats, or Visitor Name. 

  See my screenshot below and the article: About the Chat default triggers. 

  Please let me know if this addresses your question! 

  

• Brice Bougard

  • 14 juillet 2020 09:49

  Hi Katie,

   

  I tried the trigger you talked about: "First Reply"

  After I clicked on  Help > Get in Touch > Live Chat, I have this result:

  

  After the customer wrote the message, the trigger works:

  

  What should I do to have the trigger works before the customer's message?

   

  Thank you in advance for your help.

• Katie Dougherty

  • 15 juillet 2020 14:59

  Zendesk Community Team

  Hi Brice Bougard,

  Thank you for clarifying that you want the trigger to fire before the customer's message. 

  I'm afraid Chat triggers will only fire when (1) the widget is loaded on the page (2) when a visitor requests a chat by typing in their first message (3) when a chat message is sent during any point of the conversation. 

  Your options are:

  1. To use your current setup of the "First reply" trigger where the customer writes their first message and then your "fire first message" is sent.
  2. Add your welcome message to the pre-chat form to make sure your customers see the message. 
  3. Create a proactive Chat trigger that reaches out to customers a specific amount of time after the widget is loaded on your site.

  I will be sure to pass along the feedback of your workflow to our Product Managers and I apologize that the drop-down options in the product do not allow for this specific situation. You can also post your feedback in the Chat Feedback section of the Community! 

• Brice Bougard

  • 17 juillet 2020 12:19

  Hi Katie,

  Thank you for your help.

  I changed the configuration and thanks to the prechat form, the customer now receives a greeting according to his language. 

  Have a nice day.

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