Route Proactive Chat Messages to Correct Department
How can I ensure proactive chat messages route to the correct department?
To ensure proactive chat messages route to the correct department in Zendesk, you need to add the action 'set visitor department' to each of your proactive chat triggers. This step is crucial if you use department routing, as proactive messages may bypass any routing set up in the pre-chat form or other triggers.
By specifying the department in the trigger, you can make sure that the chat conversations are directed to the appropriate team, improving the efficiency of your customer service operations.
More related questions
How can I delay proactive chat messages in Zendesk?
Delaying proactive chat messages in Zendesk can give customers a chance to fill out the pre-chat form. To do this, add the 'Still on site' or 'Still on page' condition to the top of your proactive chat triggers. Then, set a wait time in seconds,…
What is a proactive chat trigger in Zendesk?
A proactive chat trigger in Zendesk is a feature that sends automated messages to customers browsing your website. These messages can engage customers and provide assistance without them having to initiate a chat. However, proactive chat triggers…
What are the benefits of delaying proactive chat messages?
Delaying proactive chat messages allows customers to notice the chat option and fill out the pre-chat form before receiving a message. This can lead to a better customer experience by ensuring you collect necessary contact information. By giving…
How do I create a proactive chat trigger to collect customer information?
To create a proactive chat trigger that collects customer information, you can set up an automated message asking for the customer's name and email address as soon as they join the chat. This method compensates for the bypassing of the pre-chat…
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