Tip:Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in Admin Center as described in this article, seeChat triggers in Zendesk messaging. For more information on the move, seethis announcement.
You can use a messaging trigger to create an automated out of office message, shown to your customers when your agents are offline.
Note:You can only create this out of office message if you have two or more agents enabled on your account.
To create an out of office message
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Messaging triggers
Note:In some Zendesk accounts, this page is located in the Chat dashboard. Go toChat > Settings > Triggers. - ClickCreate trigger.
- Enter a name and brief description for your trigger.
- ClickActivate this trigger.
- Customize the trigger as follows:
- Run trigger: When a customer requests a conversation
- Conditions: Match ALL of the following conditions
- Account status | equals | Offline
- Actions
- Send message to customer | Responder | [message text, such as "Sorry, I’m offline"]
- ClickCreate.
The trigger defined above will run whenever a customer requests a chat in the Web Widget or mobile SDK for an offline account.
26 Comments
Does not seem to work for me on my end. The message never gets sent. I used "account status is not equal to online".
Hi Francis,
Could you explain in detail what the configurations are for the problematic trigger? Some screenshots of your trigger settings will help greatly too.
PleaseContact Zendesk Customer Supportwith the above information and our team will have a check for you, thanks!
We don't even have these as options in trigger:
Check conditions: Check all of the following conditions
Send message to visitor | Responder | [message text, such as "Sorry, I’m offline"]
Hi Tracey,
Could you please make sure you're creating a trigger in the Chat dashboard instead of Support? Here's a related article as reference:https://support.zendesk.com/hc/en-us/articles/360022183154.
Best,
Michael Froeming | Senior Customer Advocacy Specialist
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Hi Michael,
I also couldn't get the trigger to fire on our test page:
Thank you,
Tiffany
Hi Tiffany,
The account status is considered offline when all your Chat / Messaging agents are offline.
Hi all,
When setting a flow with the Flow Builder, after suggesting an article , the Bot ask you if the problem is solved or if you need to "talk to a human".
When selecting "talk to a human", the user is expecting an agent to talk to him, but it does not make sense when the agent is offline or the agent is not in working hours.
One possible solution is to create a trigger so that the client knows we are offline. Is it possible?
We are able to create a triger using the following condition:
-Run trigger: A visitor sends a chat message
But in this case, the user tipically is not going to send a chat because he is waiting for the agent to answer.
I tried to create the trigger using:
-Run trigger: When visitor request a chat
But it does not work. I imagine that when the user click "talk to human" it does not mean for zendesk to request a chat.
Am I missing something? Is there any workaround to solve this situation?
Regards,
Hi Jose,
Are you checking the "Channel" to ensure that its listed as Messaging :
Perhaps give this a try, it should work.
Yes. This is not the problem.
Anyone can help? In my opinion, when the user click "talk to human", this action shoud be equivalent to "Request a chat". But it doen't work this way.
Does anybody know if it is possible to run a trigger, when clients click "talk to human"?
Regards,
@...To add on to what@...mentioned. This is a huge hole in the support flow. We want to offer self help steps through the flow builder but we don't always have agents who can respond back.
I spent half my day yesterday trying different techniques to send some kind of automated response but there does not seem to be any way of doing that.
The other issue is that after an article is suggested you can't control the flow anymore. Would be helpful for us to control the option of starting over or sending to an agent after that. When you send to agent after article suggestion there is no option of entering their name or email which is critical since then we could respond easier.
My next idea is that I am not even going to use the article suggestion option, just give them the direct link to the article so that I can control the flow after that and offer a direct link to our ticket form if the article did not help.
Flow Builder is great idea a highly needed but still in the infancy stage and has long way to go.
Hi all,
Regarding my problem:
Does anybody know if it is possible to run a trigger, when clients click "talk to human" in Flow Builder chat bot?
I am not able to do it, but It seems it is possible. I have found an example here:
After clicking "Talk to a human", the by default Flow Builder message appears: "No problem, .....". But then, they are able to fire a trigger explaining they are offline.
这将是很高兴了解他们to do it.
Regards,
Jose
I added this trigger back and magically it seems to be working now after I started a ticket with Zendesk about the issue. Fingers crossed it stays working!
Hi. We're having some problems with the talk to agent flow. It seems like as soon as the person presses the transfer to agent part they are locked into that flow. No matter what they do the "ticket/messaging" keeps getting reopened thus causing the customer to be stuck in a loop where they can't use the flow builder that we have set up. The only workaround that I found was deleting the conversation from the agent side. Is there any other way to do this properly?
Hi Fredrik,
消息传递的机票状态应设置来解决d, once the issue is resolved. The ticket status will change toClosedbased on your Trigger / Automation setup. You can also setup Triggers to quickly set the Ticket status to Closed after the issue is solved. More information on handover and hand back can be foundhere.
When the ticket status is Closed, the control of conversation is handed over to the bot. Customer's next interaction will be with bot built using Flow Builder.
Is there a way to have them create a ticket from the messenger bot when we are offline? Like the Classic Widget does?
Once your customer continues conversing with the bot, it will automatically create a ticket on your account. However, if you are pertaining to the offline chat form, unfortunately, that is not yet available in messaging.
Hi there, how can I set an out of office response for social messaging, especially the whatsapp channel? Are chat triggers possible? Thank you
Is it actually possible to send a message if the account is offline? Here's a section of an articlehttps://support.zendesk.com/hc/en-us/articles/4408842880282#topic_d3p_q5f_rhbthat clearly says it won't work if the account is offline...
Prakruti HindiaIt would be great if this could work for specific groups and not all agents. We route to multiple groups, across multiple brands. Need way a way to route to groups based on custom fields in the bot flow. Then if there is nobody available for a group, then send message to the user and convert that chat to an email only ticket....
I would be very interested to hear more about whether this is a possibility tooJason Walker-C!
At the moment all our Answerbot/Messaging conversations get routed to all agents, rather than the appropriate persons to answer their question (based on what they selected in the Flow).
Any feedback on this Zendesk please?
I'm Salim from the Technical Team here in Zendesk.
If I understood well, as Jason mentioned, you would like to route conversations to groups based on a custom field filed by the end-users in the bot-flow. This is achievable, you can do this by building a workflow that will use custom field previously added in support.
You will find all the steps in this recipe:https://support.zendesk.com/hc/en-us/articles/4408819011354-Recipe-Routing-messaging-tickets-using-Support-triggers
By using a routing system that combine Support Triggers and messaging, you will ensure that the conversation is routed to the right group and the right agent.
I hope this would help, le me know if you have any other questions.
Have a great day.
Hi, It only seems to help for routing to agents. But the system clearly shows that you should be able to connect to an agent. The bot then requests our agents to respond. But if everyone is offline. Like after hours. It should trigger that we will get back to you later through an email.
We've setup that flow and Trigger in our Chat. But there's no flow action for conditions other than Account being offline that would trigger the request for an agent.
We don't want the customer to just wait indefinitely for no one to respond until the next day.
Your Z Bot chat does this very thing. If online, we've connected to someone to chat. But today, I tried and it said we'll get back to you in 1 to 2 days. So the agent request is trigger some sort of option.
Cheeny Aban:
Re:https://support.zendesk.com/hc/en-us/articles/4408842866074/comments/4479119436186
You mentioned that if a customer talks to the bot, it will create a ticket. I'm not sure if it works that way. A ticket is created only when customer starts talking to an agent..Am i right?
You will need to use "the transfer to agent step" in the flow builder to trigger ticket creation. Adding this step will not require an actual agent to create a ticket. As part of this step – unseen by the customer – a ticket is created, which includes their conversation history to help the agent address the issue. More information may be found here:Understanding answer flow step types
I hope that helps!
Hi, Do I need to add all my agents to chat for this to query if anyone is online?
Because we are using messaging and I am unsure if I need to give them access or if this Chat trigger will work as expected regardless.
Thank you
HiAlyssa Douglas
No, as long as you have at least 2 agents/admin in Chat - the trigger will work fine.
Hope this helps!
Pleasesign into leave a comment.