Send Proactive Messages in Chat Queue
How can I send proactive messages to customers waiting in the chat queue?
You can send proactive messages to customers waiting in the chat queue by setting up a Chat trigger in Zendesk. This trigger acts like a greeting message, thanking customers for their patience or offering alternative contact options while they wait.
To create this trigger, set the conditions to run when a visitor requests a chat, ensure the visitor is still on the site for more than 60 seconds, and confirm the visitor hasn't been served yet. Then, set the action to send a message from an agent to the visitor. For more details, check out theoriginal Zendesk article.
More related questions
What should I do if my chat trigger sends messages even when an agent is serving the customer?
If your chat trigger is sending messages even when an agent is serving the customer, you might need to adjust the order of your conditions. Ensure that the 'Visitor served' condition is checked after confirming the visitor is still on the site….
Why is the 'Still on Site' condition missing from my trigger options?
The 'Still on Site' condition might be missing from your trigger options if you are using Zendesk Messaging instead of Chat. This condition is not available for Messaging, which could be why you're unable to find it. As a workaround, you can create…
Can I send repeated messages to customers waiting in the chat queue?
Currently, Zendesk only allows such triggers to be sent once. However, you can create additional triggers with greater values of 'Still on Site' as a workaround to send repeated messages. This means setting up multiple triggers that activate at…
How can I translate automated chat messages based on the user's locale?
To translate automated chat messages based on the user's locale, you will need to manually translate the message and enter it in the 'Send Message to Visitor' action. If you support multiple languages, create separate triggers for each language….
How can I set up a chat rescuer for idle customers?
To set up a chat rescuer for customers who have been idle, you will need a combination of triggers. The first trigger adds a tag when an agent sends a message, the second removes the tag when a visitor responds, and the third checks the tag at…
Why is my trigger not working with department conditions?
If your trigger is not working with department conditions, it might be due to the way conditions are set. Ensure you are using 'Check Any of the Following Conditions' instead of 'Check All of the Following Conditions'. This change allows the…
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