Jon Stamper

It would be useful to know how many times a chat trigger fires in a given period (regardless of whether there is a related ticket created).

Use case:

Chat trigger fires to present a user with a proactive message based on a number of conditions. If these conditions are met, we can deduce that there is a specific issue that the user is facing and therefore in the message we present, a solution to the issue is provided. 

The ideal (for the end user) is that they then do not need to speak with a live agent as we've given the answer already. 

The challenge is that we would want to track the effectiveness of the message being provided. Currently you cannot report on the number of times a chat trigger fires unless it fires in an interaction that generates a ticket. As this use case 'should' negate the need for a ticket we're stumped at how we can measure the effectiveness of our proactive messaging.

+1 for this. 

The ideal for me would be that either any 'banned' words or phrases are tokenised within a chat message or that the message would not be able to be submitted with the end user being presented with a message to state that it was blocked by our profanity filter.

The list itself could be a Zendesk 'standard' list with the ability for clients to add/remove as appropriate. 

Ultimately the aim is that our agents aren't exposed to inappropriate language. If we can be proactive in preventing this then we would like to do so!

Thanks!

OK great, thank you for the info @... !

Have there been any updates on this? @... - you mentioned 4 months ago that this was being reviewed so wanted to check if there was anything in place yet / if there was any work-around that anyone had identified?