image for site

Using Proactive Messages in Zendesk Messaging

Learn how proactive messages can serve as an alternative to chat triggers in Zendesk Messaging, helping manage user expectations during busy times.

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 you to reach out to users with important information or updates, even if they haven't initiated a chat. This can be useful for managing expectations during high traffic periods. For more detailed guidance, you can refer to Zendesk's resources on creating proactive messages.


More related questions

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…

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites