Tip: Support Trigger Configuration & Group Routing for Messaging
Hi All,
GOAL: I was trying to push specific Messaging chats to our Sales group based on the options selected by our customers. Our "I want to make a purchase > Talk to human". flow should route directly to our "Sales/Product" team.
ISSUE: Without a support trigger to do this, your customer will essentially be presented to ANYONE who is online - Defeating the purpose of skill based groups (for those who operate in this way). So for Messaging it is crucial for us to be able to route the specific issue a customer has raised to the specific group set up in Zendesk to tackle this particular query.
SOLUTION: I created a support trigger that uses the specific ticket field we created to obtain certain info for our Sales team from our customer. This is essentially how I defined which group should be presented with this chat.
Looks something like this...
Ensuring that the specific ticket field is present - you can leverage off this to then set your trigger actions accordingly. As shown below I've ensured that when this particular ticket field is present in a Messaging conversation, that the ticket will be presented specifically to our Products group (Sales).
Ticket field "What item(s) are you looking for?" is specifically for our Sales Form.
Now I would also consider using the Out of Office app available in ZD Support to ensure any returning customers on these tickets, are presented to the next available agent when the initial agent is on leave/RDO/out of office. This fixes the issue with customers being routed to "humans" when they are not online.
I hope this helps anyone!
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Thanks for sharing this great tip, Clik Rogan!
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I've just made an edit to my snippy provided.
Updates are;- Channel > is > Messaging
- Moved my unique ticket field to "meet ANY of these conditions" - This way if we have any other flows needing to be routed to this team, we can simply add it here.
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