Set Up Auto-Reply for Large Chat Queues in Zendesk
How can I set up an auto-reply for chat requests when my queue is large?
You can set up an auto-reply for chat requests when your queue is large by creating a Chat trigger in Zendesk. This trigger will automatically send a message to customers when they request a chat, letting them know that an agent will be with them shortly. You can also set a condition for this trigger to only activate if your queue size exceeds a certain number, such as 12 customers.
To create this trigger, set the conditions to run when a visitor requests a chat, ensure the visitor is not yet served, and specify that the queue size is greater than your chosen threshold. Then, configure the action to send a message from an agent to the visitor. For more details, you can refer to the originalZendesk help article.
More related questions
Can I use the chat trigger for auto-replies in Zendesk Messaging?
Currently, the chat trigger for auto-replies is not available in Zendesk Messaging. This feature is specific to chat and cannot be directly applied to Messaging. For Messaging, you can use the Flow Builder to map responses, but it does not support…
What are the conditions needed to create a chat trigger for large queues?
To create a chat trigger for large queues in Zendesk, you need to set specific conditions. These conditions ensure the trigger activates only when necessary. The conditions include: running the trigger when a visitor requests a chat, checking that…
Is there a way to notify users about large queues in Zendesk Messaging?
As of now, Zendesk Messaging does not have a built-in feature to notify users about large queues based on queue size. This functionality is available in chat but not in Messaging. However, you can use proactive messages as a workaround to inform…
Can proactive messages be used as an alternative to chat triggers in Messaging?
Yes, proactive messages can be used as an alternative to chat triggers in Zendesk Messaging. While chat triggers based on queue size are not available in Messaging, proactive messages offer a way to communicate with users. Proactive messages allow…
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