Workflow: Use a messaging trigger to notify customers if a department is offline

Use a messaging trigger to notify visitors if a department is offline. This trigger recipe shows how to send a message to visitors who request a new conversation when all agents in a specified group are offline.

This workflow includes the steps below:

Step 1: Create the messaging trigger

Step 2: Test the trigger

Step 1: Create the messaging trigger

To create this workflow:

Create a messaging trigger

Give the trigger a name, such as Notify for offline department, and add a description

Select Activate this trigger

For Run trigger, select When a customer requests a conversation

Under Conditions, select Match ALL of these conditions:

Group status | group name | Invisible

Under Actions, add:

Send message to customer | name of agent | message

Add the name of the agent who sends the message, and customize the message with your business hours.

Step 2: Test the trigger

Test the trigger to ensure it informs visitors that the department is offline.

To test the trigger:

Set all agents in your intended messaging department to Invisible. You need to have at least one agent in a separate messaging group set to Online in order for the chat function to appear and the trigger to fire.

Open a new private browser window, then open the messaging widget on your help center or website

Start a new conversation to confirm that the trigger fires