About the standard messaging triggers

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To help you get up and running with some best practices for a typical messaging workflow, messaging comes with three default triggers already set up in your account:

First Reply

Request Contact Details

All Agents Offline

The standard messaging triggers are inactive by default, so you must activate them as needed. You can also edit them directly or copy them and use them as a template for new messaging triggers. For more information, see Creating messaging triggers in Admin Center and Editing and managing messaging triggers.

Standard messaging triggers do not support social messaging channels.

First Reply

This trigger sends an automated reply to customers requesting a conversation, so they know their request is being attended to.

The trigger is set up as follows:

Run trigger| When a customer requests a conversation

Check conditions| Match ALL of the following conditions

Customer requesting conversation | Is | True

Perform the following actions

Wait | 5 (in seconds)

Send message to customer | Customer Service | Thanks for your message, please wait a moment while our agents attend to you.

Request Contact Details

When your account is set to away, this trigger asks customers requesting a chat to leave their email address.

The trigger is set up as follows:

Run trigger| When a customer requests a conversation

Check conditions| Match ALL of the following conditions

Account status | Equals | Away

Perform the following actions

Send message to customer | Customer Service | Hi, sorry we are away at the moment. Please leave your email address and we will get back to you as soon as possible.

All Agents Offline

When all agents are offline, this trigger sends an automated reply to warn the end user to expect a delayed response.

The trigger is set up as follows:

Run trigger| When a customer requests a conversation

Check conditions| Match ALL of the following conditions

Customer requesting conversation | Is | True

Account status | Is | Invisible

Perform the following actions

Send message to customer | Automated Response | Hi there! Thanks for reaching out to us. We're offline right now, but we'll respond to your message when we're back online in a few hours.