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Zendesk Chat triggers conditions and actions reference

Aimee Spanier
  • Edited
Zendesk Documentation Team

What's my plan?

Zendesk Chat triggers allow you to to add information about your customers, improve workflow routing, and handle spam requests.

For more information about triggers, seeZendesk Chat triggers resources.

This article contains the following tables:

Trigger firing events

When you create a trigger, you must select afiring event. These events determine whether that trigger will run, check its conditions, and perform its defined actions. Firing events are selected when creating a trigger, using theRun triggerdrop-down

  • SelectWhen a visitor has loaded the chat widget如果你想要三角ger to run when the chat widget appears on the page, but the visitor has not interacted with it.
  • SelectWhen a visitor requests a chat如果你想要三角ger to run when the visitor has requested a chat.
  • SelectWhen a chat message is sent如果你想要三角ger to run when the visitor has entered and sent text in the chat widget.

Trigger operators

Use the following operators to build trigger condition statements.

Table 1.Trigger operators
Operator Description
Equals Exact match
= 5 returns true only when 5
Less than Less than the number entered, but not including
< 10 returns true from 0-9
Greater than More than the number entered
> 120 returns true from 121 to 1,000,000,000,000,000,000
Less than or equal to An exact match or less than the number entered
<= 3 returns true on a 3, 2, 1, or 0
Greater than or equal to An exact match or more than the number entered
>= 600 returns true from 600 to 1,000,000,000,000,000
Is not equal Anything but the value entered
!= 0 returns true for any number but 0
Contains 字符串includes the following text
"help" matches true with "help, i need somebody"
Does not contain 字符串does not include the following text
"help" matches true with "not just anybody"
Reg Ex Matches for regular expression values using thePython RegEx framework. This field looks for afullmatch, not a partial. For assistance, you can usePythexas a quick-reference and validation tool.
(?P(?:19|20)\d\d)(?P[- /.])(?P0[1-9]|1[012])\2(?P0[1-9]|[12][0-9]|3[01]) Test String: 2014-07-28 String match: 2014-07-28

Trigger conditions

Condition statements consist of conditions, field operators, and condition values (these vary depending on the condition selected). Condition statements are essentially ‘if’ statements that return 'true' values that meet the specified criteria. When 'Check All of the Following Conditions' is selected, the first condition statement that evaluates to false terminates the trigger. When 'Check Any of the Following Conditions' is selected', only one condition needs to be true for the actions to fire.

Note:You cannot use a combination ofCheck all of the following conditionsandCheck any of the following conditionswhen creating a Chat trigger. You can only select one option or the other. This is also not possible in Developer view.
Table 2.Trigger conditions
Condition Description
Time/Date
Hour of day Hour of the Day (Universal Time Clock):

0= Midnight

23= 11 p.m.

Note that the Hour of day condition uses the hour only, anddoes notinclude minutes.
Day of week Day of the Week:

0= Monday

6= Sunday
Still on site A condition check of whether the user is still on the domain after X seconds since the scenario chosen has elapsed.
Still on page A condition check of whether the user is still on the same page after X seconds since the scenario chosen has elapsed.
Location of visitor
Visitor IP IP address of visitor
Visitor host name Host name (domain) associated with the visitor's IP address
Visitor city

City name associated with the visitor's IP address
Visitor region

Region the visitor is from according toGeoIP.

For the US and Canada, we use the ISO-3166-2 regions. These are the different states (e.g. Vermont).

For everywhere else, we use the FIPS 10-4 standard. The GeoIP website has a CSV file which lists all the different regions:

http://www.maxmind.com/download/geoip/misc/region_codes.csv
Visitor country code Two-letter country code of the visitor's IP address. Codes are case-sensitive and should be upper-case.
Visitor country name Country name associated with the visitor's IP address
Previous visit information
Visitor previous visits Number of previous independent visits:0= First time visit
Visitor previous chats Number of previous independent chats initiated with an agent:0= First time chatter
Page information
Visitor page URL Current URL of visitor (Widget must be installed on this page)
Visitor page title Current title of page visitor is on (Widget must be installed on this page)
Visitor page count Number of pages visitor has viewed. First page =1
Previous page URL of the previous page user was on
Visitor information
Visitor name Name of visitor
客人的邮件 Email of visitor
Visitor referrer Referrer URL of visitor, if applicable, determined from content headers
Visitor search engine Referring search engine, if applicable. Note that these values are case-sensitive and should be lowercase:

google

yahoo

bing

yandex
Visitor search terms Referring search terms, if applicable
Visitor tag Tag (Applied viaSet Tagaction)
Visitor triggered Triggered visitor (activated by Set Triggered action). Select either of the following from the drop-down menu:

True

False
Visitor department Visitor's department, set by the actionSet visitor departmentor Javascript API.
Software/Computer of visitor
Visitor user agent Visitor's user agent string
Visitor browser Browser used by visitor
Visitor platform Platform used by visitor
Online statuses
Account status Status of your Zendesk Chat account which works as a hierarchy system.

Online

Away

Offline

  • If one agent is online (and the rest are away or offline) then the account status is online and theOnlineTrigger will fire.
  • If one agent is away (and the rest are offline) then the account status is away and theAwaytrigger will fire
  • If all agents are offline then the account status is offline and theOfflinetrigger will fire.
Department status

Status of the selected Zendesk department.

Online

Away

Offline
Visitor status Status of Visitor:

Online

Idle(no mouse or keyboard movement in the chat window for 10 minutes)
Chat-related information
Visitor requesting chat 'true' if visitor is requesting a chat by hittingSendin their Chat message.

'false' if the if the visitor is not requesting a chat (for instance, if the visitor clicks on the chat bubble and does not take any action, this trigger will fire).
Visitor served 'true' if visitor is currently being served by an agent (for instance, an agent has opted to serve the customer and has sent their first message in the chat).

'false' if an agent has not sent a response to the visitor.
Sender Name of sender of the chat message
Sender type Type of sender. Note that these values are case-sensitive and should be lowercase:

visitor

agent
Message The message being sent
Department Department (name) that visitor chooses from the pre-chat form
Visitor queue
Queue size (account) Total number of incoming chat requests for the account. Note that the condition targets the total account queue, and does not measure the department queue.

Trigger actions

操作语句定义什么发生如果所有的有限公司ndition statements are true and the trigger fires. You can think of action statements as ‘then’ statements: if all of your conditions are true, then perform these actions to update the user and optionally send notifications.

Table 3.Trigger actions
Action Description
Send Message to visitor Sends the given message to the visitor
Note:If the account is offline, this action will not work.
Set triggered Set Triggered can be one of two values and applies a flag which can be used in conjunction with the 'Visitor Triggered?' condition. Select one of the following from the drop-down menu:

True

False

Note:If the account is offline, this action will not work.
Wait Delay (in seconds) before the next action fires
Note:If you have multiple triggers that must be executed in a certain order, you need to add at least one second of wait time between each trigger. This is required due to the fact that triggers do not run in a particular order and are evaluated and executed simultaneously.
Add tag Adds a tag to the related ticket
Remove tag Removes a tag from the related ticket
Set name of visitor Sets the visitor's name
Set visitor department Adds a department to the visitor profile. When this action is selected, a drop-down menu appears, allowing you to select an available department. Only works when Run trigger is set toWhen a visitor has loaded the chat widget.
Replace note Replaces the note of the visitor's profile
Append note Adds to the note of the visitor's profile
Block visitor Bans the visitor from accessing your chat service. SeeBanning visitors from accessing Chatfor more information on blocking visitors.
Request email (continuous conversations) Messaging-related action. Sends automated message to visitor requesting an email for continuous conversation re-engagement. SeeEnabling continuous conversations to re-engage messaging customersfor more information.
Request messaging rating Messaging-related action. Sends automated satisfaction survey at the end of a conversation. SeeAbout CSAT ratings in messaging.
Note:For the trigger actions,Send Message to Visitor,Replace Note,Set Name of Visitor, andAppend Note, to use the @ symbol, you must include an extra @ symbol. For example, user@domain.com should be entered as user@@domain.com.

Trigger placeholders

Placeholders are references to visitor details you can use in trigger action statements. When the trigger is fired, the placeholder pulls in the current visitor and session information.

Table 4.Trigger placeholders
Placeholder Type Description
@hour_of_day Integer Current hour of the day (UTC timezone). 0 - 23
@day_of_week Integer Current day of the week (0 = Monday, 6 = Sunday)
@visitor_ip 字符串 City the visitor is from (based on IP address)
@visitor_hostname 字符串 Host name of the visitor's IP address
@visitor_city 字符串 Visitor's city
@visitor_region 字符串 Region the visitor is from (based on IP address)
@visitor_country_code 字符串 Two-letter country code of where the visitor is from (based on IP address). Codes are case-sensitive and should be upper-case.
@visitor_country_name 字符串 Country the visitor is from (based on IP address)
@visitor_page_url 字符串 URL of the page the visitor is currently on
@visitor_page_title 字符串 Title of the page the visitor is currently on
@visitor_referrer 字符串 Visitor's referral URL
@visitor_search_engine 字符串 Search engine the visitor used to find your website (can be blank)
@visitor_search_terms 字符串 Search terms the visitor used to find your website (can be blank)
@visitor_user_agent 字符串 Visitor's browser User-Agent string
@visitor_browser 字符串 Visitor's browser
@visitor_platform 字符串 Adds to the note of the visitor's profile
@account_status 字符串 Status of your account (online,away, oroffline)
@visitor_previous_visits 字符串 Number of previous independent visits
@visitor_previous_chats 字符串 Number of previous independent chats intitiated with agent
@visitor_name 字符串 Name of visitor
@visitor_status 字符串 Visitor status (online,idle, oroffline)
@visitor_time_on_page 字符串 Visitor's time spent on current page
@visitor_time_on_site 字符串 Visitor's time spent on site during current log in
@visitor_page_count 字符串 Number of pages viewed by visitor
@visitor_requesting_chat 字符串 Trueif visitor requested chat
@visitor_served 字符串 Trueif visitor is currently being served by an agent
@visitor_tags 字符串 Tags applied to visitor
@visitor_triggered 字符串 Triggered visitor (trueorfalse)
@referrer 字符串
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    37 Comments

    • Jay Krishnan

      Hi

      How does "Hour of day" trigger condition work with respect to the Timezone we have setup in our Chat Settings? We have the Timezone as UTC-6; however if we try to use the Hour of day condition, it says Hour of Day is UTC timezone.

      Please advice how the two settings work. Thanks in advance.

      0
    • Steven Hampson

      Is there a way to route chats based on the visitor email domain? We have email address as 'required' on the pre-chat form, but the 'set visitor department' action says it is only available when the widget is loaded - but the visitor will not have had a chance to enter their email address by this point.

      Our customers have specific requirements so agents are trained to handle certain customers. Therefore we need to route to groups based on the visitor organization. Thanks.

      0
    • Anais

      Jay KrishnanThe trigger is in UTC and completely ignores the timezone you have set up. You have to convert yourself your timezone into UTC time when you set up the condition of the trigger.

      0
    • Arianne Batiles
      Zendesk Customer Care

      HiSteven Hampson,

      You can use theIdentifyfunction –zE('webWidget', 'identify', data);to capture the user's info including the organization data. Then, you can usedepartments.select, –chat:{ departments:{ select:'hr'to set the visitor department based on the user info pulled up.

      This should allow you to route chats from organization to the right department and agents. For reference, you can check out this page to see all the commands that you can use to customize the behavior of your web widget:Settings reference.

      0
    • Liam Hardman

      Trigger not firing when conditions are met.
      Visitor is requesting for chat but has not sent a chat yet.



      根据触发条件。

      0
    • Lea Møller Baun

      Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both takenandresponded by the agent.

      0
    • Mike dela Rosa
      Zendesk Customer Care
      Hi Lea! Visitor served is the closest we have. However, if you need a condition that will work for assigned tickets, I would suggest submitting product feedback here:Feedback - Chat and Messaging (Chat)
      0

      • Pleasesign into leave a comment.

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