Understanding Proactive Chat Triggers in Zendesk
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 can bypass the pre-chat form, which means you might not collect customer contact information. To address this, you can either ask for the customer's name and email in the chat or delay the proactive message to give them a chance to fill out the form first.
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,…
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…
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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