Impact of Proactive Chat on Department Conditions
How does proactive chat affect department conditions in Zendesk?
Proactive chat in Zendesk can bypass the pre-chat form, affecting how department conditions are applied. This means that triggers with the 'department' condition will not fire on proactive chats.
If you frequently use proactive chat triggers, it's important to remember that visitors won't have the opportunity to select a department. Instead, consider using 'department status' or 'visitor department' conditions, which can fire before the chat starts, ensuring that visitors are routed correctly even without their input.
More related questions
What is the 'department' condition in Zendesk Chat triggers?
The 'department' condition in Zendesk Chat triggers refers to the department a visitor selects on the pre-chat form. This condition is used to fire a trigger when a visitor chooses a specific department. To use this condition, you need to require…
How does the 'department status' condition work in Zendesk Chat triggers?
The 'department status' condition in Zendesk Chat triggers is based on the availability of agents in a department. It fires a trigger if any agents in the specified department match the selected status, such as online, offline, or invisible. This…
What is the 'visitor department' condition in Zendesk Chat triggers?
The 'visitor department' condition in Zendesk Chat triggers is used to automatically assign a department to a visitor without their knowledge. This condition fires a trigger if the visitor's department is set by another trigger or through the…
When should I use the 'department' condition in Zendesk Chat triggers?
Use the 'department' condition in Zendesk Chat triggers when you want the trigger to activate based on the department a visitor selects on the pre-chat form. This is ideal for scenarios where visitors need to choose a specific department to chat…
How can I manage chat availability using 'department status' in Zendesk?
You can manage chat availability in Zendesk by using the 'department status' condition in your Chat triggers. This condition allows you to fire triggers based on the online, offline, or invisible status of agents in a department. By setting…
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