Understanding 'First Reply' and 'All Agents Offline' Triggers
How do the 'First Reply' and 'All Agents Offline' triggers work in Zendesk?
The 'First Reply' trigger in Zendesk sends an automated message to customers when they request a conversation, letting them know their request is being attended to. It waits for 5 seconds before sending a message like, 'Thanks for your message, please wait a moment while our agents attend to you.'
The 'All Agents Offline' trigger sends an automated reply when all agents are offline, informing the customer that there will be a delayed response. This helps manage customer expectations when immediate assistance isn't available.
More related questions
What are messaging triggers in Zendesk Admin Center?
Messaging triggers in Zendesk Admin Center are automated business rules that perform specific actions when certain conditions are met. These triggers are designed to enhance customer interactions by automating responses based on user data,…
How can I access the Messaging Triggers page in Zendesk Admin Center?
The Messaging Triggers page in Zendesk Admin Center is your go-to place for managing all messaging-related triggers. From this page, you can create new triggers, search through existing ones, and view both active and inactive triggers. You can also…
What are the default messaging triggers in Zendesk?
Zendesk provides a set of default messaging triggers to help you get started with best practices for a typical messaging workflow. These include triggers like First Reply, Request Contact Details, and All Agents Offline. These default triggers are…
How do I create a new messaging trigger in Zendesk?
Creating a new messaging trigger in Zendesk is straightforward. You start by accessing the Messaging Triggers page in the Admin Center, where you can initiate the creation of a new trigger. Once there, you can define the conditions that will…
Can I modify the default messaging triggers in Zendesk?
Yes, you can modify the default messaging triggers in Zendesk to better suit your needs. These triggers are designed to be flexible, allowing you to adjust their conditions and actions. You can also duplicate a default trigger and make changes to…
What should I do if I can't see messaging triggers in my Zendesk Admin Center?
If you can't see messaging triggers in your Zendesk Admin Center, it might be due to the phased rollout of this feature. The transition from the Chat Dashboard to Admin Center is happening gradually. If your account hasn't been updated yet, you may…
Can I use messaging triggers to send messages in multiple languages?
Currently, Zendesk messaging triggers do not support dynamic content for multiple languages. This means that if you want to send messages in different languages, you might need to set up separate triggers for each language. This limitation can be…
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