Proactive Chat Triggers

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  • Ramin Shokrizadeh
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    Phil Williams Thanks for posting your question. Proactive messages via triggers do bypass the pre-chat form to collect their name/email address.

    One option is in your trigger to add a wait action and a second message that asks the visitor what their name/email address/account information is. This way, you can collect the information while they are in queue and the agent will have it ready once they pick the chat up. The agent can also then add the information to the visitor from the Chat dashboard and it will get reflected in the widget, saving the visitor from entering the information afterwards. 

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  • Phil Williams
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    Hi Ramin,

    I did consider that as an option but wasn't keen on an additional delay but I can't think of any other way round the problem unfortunately.

    I think what I'll do is work in the question towards the end of the chat. Actually is it possible to create a goodbye shortcut with text fields? I know we can do it with yes/no radio buttons to gauge satisfaction.

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  • Ramin Shokrizadeh
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    You don't need to put a delay, it just makes the triggers look more human-like. Shortcut options only include the radio buttons.

    If you need other structured message types, you would need to use the conversations APIs and create a bot: https://developer.zendesk.com/rest_api/docs/chat/conversations-api#structured-messages

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  • Phil Williams
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    OK thanks, I'll try out some different options :)

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  • Phil Williams
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    Just staying with the theme of proactive triggers, is there a way of measuring how often each of the triggers is used?

    I see I can add a tag to the action element and could measure from here but wondered if there was a better way?

     

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  • Ramin Shokrizadeh
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    Tags are the best way to report on chats created from triggers at the moment.

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  • Phil Williams
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    Thanks Ramin, I thought that might be the case...

     

     

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