Using Proactive Messages in Zendesk Messaging
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…
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