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Proactive Chat - send message when offline

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Nikki

投稿日時：2022年12月19日

Feature Request Summary: 

Zendesk Chat should let you create a Proactive Chat trigger that will send a message to the visitor, even if all agents are offline. (Currently, the trigger will let you use the "offline" status to run other actions but NOT to send a message.)

Description/Use Cases: 

I use Proactive Chats after each deployment to inform visitors of new features applicable to the page that they're on. I want the visitors to see these messages even when we're not online.

I do have release notes in a separate ZD article, but most users don't go there to keep updated. 

Business impact of limitation or missing feature:

These proactive chat messages only go out when we're online. I'm the only agent currently, so there is a lot of time when people might be on the site and NOT get the important info about changes to the page they're on.

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      Ramin Shokrizadeh

      Hi there Nikki,

      Thanks for sharing your feedback about wanting to broadcast a message with your release notes. The triggers and proactive chat feature in chat was always built with the intention of creating more/new human conversations which requires at least one agent to be online for the account or department status to be online.

      To achieve what you want now in Chat, you may want to have a bot agent that is always online so triggers run always and if a customer responds that it gets handled by a bot you use. You can learn more about your chat bot options here: https://support.zendesk.com/hc/en-us/articles/4408824854426-What-are-my-chatbot-options-with-Zendesk-

      We have no plans to change how chat triggers work in the immediate future and they will continue to have a dependency on at least one online agent. 

      -Ramin

       

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