Messaging triggers conditions and actions reference

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<p class="p">Zendesk messaging triggers allow you to send messages to customers and optimize your
workflows. </p>
<p class="p">This article contains the following tables:</p>
<div class="p">
<ul class="ul" id="topic_lfd_yxg_phb__ul_av1_543_scc">
<li class="li"><a class="xref" href="#topic_pgr_rsj_d4b">Trigger firing events</a></li>
<li class="li"><a class="xref" href="#topic_abf_q5f_rhb">Trigger operators</a></li>
<li class="li"><a class="xref" href="#topic_d3p_q5f_rhb">Trigger conditions</a></li>
<li class="li"><a class="xref" href="#topic_hxz_q5f_rhb">Trigger actions</a></li>
<li class="li"><a class="xref" href="#topic_n5j_r5f_rhb">Trigger placeholders</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_lfd_yxg_phb__ul_ytq_p43_scc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5973077601562" target="_blank">About messaging triggers in Admin
Center</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_w1p_vpn_q5b" target="_blank">Working with messaging triggers in Admin
Center</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pgr_rsj_d4b">
<h2 class="title topictitle2" id="ariaid-title2">Trigger firing events</h2>
<div class="body">
<p class="p">Every trigger starts with a firing event. These events dictate whether the trigger
will run, then evaluate its conditions and fire its specified actions. Use the
<strong class="ph b">Run trigger</strong> dropdown to choose a trigger’s firing events.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Messaging tickets are created when an AI agent hands off control of a
messaging conversation, and the conversation is assigned to a group or live
agent.</div>
</div>
<div class="p">
<ul class="ul" id="topic_pgr_rsj_d4b__ul_azl_y43_scc">
<li class="li">
<strong class="ph b">When a customer requests a conversation</strong>: The trigger runs when a
conversation is handed off by the AI agent and a ticket is created, or the
end user re-engages in the conversation after <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043034053658" target="_blank">agent capacity is released</a>. </li>
<li class="li">
<strong class="ph b">When a message is sent</strong>: The trigger runs when a customer
enters the conversation and sends a message in the messaging Web Widget.
</li>
<li class="li">
<strong class="ph b">When a conversation is added to the queue</strong>: The trigger runs when a
messaging conversation is placed in the queue.</li>
<li class="li">
<strong class="ph b">When a conversation is assigned from a queue</strong>: The trigger runs when a
messaging ticket is assigned to an agent from the queue, using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5020833543450#topic_nzf_pdb_pmb" target="_blank">Accept button</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6442469463194" target="_blank">auto-accept</a>. It doesn't run when
an agent reassigns the ticket to another agent, or when the agent claims the
ticket from a group view. </li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_abf_q5f_rhb">
<h2 class="title topictitle2" id="ariaid-title3">Trigger operators</h2>
<div class="body">
<p class="p">Use the following operators to build trigger condition statements.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_abf_q5f_rhb__table_vld_fvf_rhb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Trigger operators</span></caption>
<colgroup>
<col style="width:21.008403361344538%">
<col style="width:78.99159663865547%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row" style="vertical-align:bottom;">
<th class="entry cellrowborder" id="d51e172" style="text-align:left;vertical-align:bottom;">Operator</th>
<th class="entry cellrowborder" id="d51e175" style="text-align:left;vertical-align:bottom;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">is</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Exact match.<div class="p">
<pre class="pre codeblock"><code>= 5 returns true only when 5</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Less than</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Less than the number entered, but not including.<div class="p">
<pre class="pre codeblock"><code>&lt; 10 returns true from 0-9</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Greater than</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">More than the number entered but not including.<div class="p">
<pre class="pre codeblock"><code>&gt; 120 returns true from 121 to 1,000,000,000,000,000,000</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Less than or equal to</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">An exact match or less than the number entered.<div class="p">
<pre class="pre">&lt;= 3 returns true on a 3, 2, 1, or 0</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Greater than or equal to</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">An exact match or more than the number entered.<div class="p">
<pre class="pre codeblock"><code>&gt;= 600 returns true from 600 to 1,000,000,000,000,000</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Is not </td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Anything but the value entered.<div class="p">
<pre class="pre codeblock"><code>!= 0 returns true for any number but 0</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Contains</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">String includes the following text. <div class="p">
<pre class="pre codeblock"><code>"help" matches true with "help, i need somebody"</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Contains (case sensitive)</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">String includes the following text. <div class="p">
<pre class="pre codeblock"><code>"Hello" matches with "Hello, it's me"</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Does not contain</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">String does not include the following text.<div class="p">
<pre class="pre">"help" matches true with "not just anybody"</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Reg Ex</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Matches for regular expression values using the <a class="xref" href="https://docs.python.org/2/library/re.html" target="_blank">Python RegEx
framework</a>. This field looks for a <em class="ph i">full</em> match, not
a partial. For assistance, you can use <a class="xref" href="https://pythex.org/" target="_blank">Pythex</a> as a quick reference and validation tool.<div class="p">
<pre class="pre codeblock"><code>(?P&lt;year&gt;(?:19|20)\d\d)(?P&lt;delimiter&gt;[- /.])(?P&lt;month&gt;0[1-9]|1[012])\2(?P&lt;day&gt;0[1-9]|[12][0-9]|3[01])
Test String: 2014-07-28
String match: 2014-07-28</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Reg Ex (case sensitive)</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Field looks for a full case-sensitive match, not a partial
match.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Is one of the following</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Multi-select field; looks for a match that includes any of
the selections.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e172" style="vertical-align:top;">Is not one of the following</td>
<td class="entry cellrowborder" headers="d51e175" style="vertical-align:top;">Multi-select field; looks for a match that excludes all the
selections.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_d3p_q5f_rhb">
<h2 class="title topictitle2" id="ariaid-title4">Trigger conditions</h2>
<div class="body">
<p class="p">Condition statements are collections of conditions, field operators, and
condition values. Available values can vary based on the condition selected.
Condition statements are essentially ‘if’ statements that return all tickets that
meet the specified criteria.</p>
<p class="p">You must select one – and only one – of the condition statements to save
and use a trigger in both the Visual and Developer views:</p>
<div class="p">
<ul class="ul" id="topic_d3p_q5f_rhb__ul_zj4_x5w_scc">
<li class="li">
<p class="p"><strong class="ph b">Check All of the Following Conditions</strong> requires all
conditions to be met to execute a trigger’s actions.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Check Any of the Following Conditions</strong> requires only one
condition to be met to execute a trigger’s actions.</p>
</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Zendesk has implemented limits on certain trigger conditions. Any existing
triggers that exceed these limits will be disabled. If you attempt to re-enable
them, an error message will appear. The table below includes these condition
limits.</div>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_d3p_q5f_rhb__table_ets_mwf_rhb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Trigger conditions</span></caption>
<colgroup>
<col style="width:16.5016501650165%">
<col style="width:83.4983498349835%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row" style="vertical-align:bottom;">
<th class="entry cellrowborder" id="d51e426" style="text-align:left;vertical-align:bottom;">Condition</th>
<th class="entry cellrowborder" id="d51e429" style="text-align:left;vertical-align:bottom;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Date and time</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Hour of day</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Hour of the day (Universal Time Clock):<p class="p"><strong class="ph b">0</strong> =
midnight</p>
<p class="p"><strong class="ph b">23</strong> = 11 p.m.</p>
<p class="p">Note that the Hour
of day condition uses the hour only, and does not include
minutes.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Day of week</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Day of the week:<p class="p"><strong class="ph b">0</strong> = Monday</p>
<p class="p"><strong class="ph b">6</strong> =
Sunday</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Previous conversation</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer previous conversations</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Number of times the customer has previously had a
conversation with an agent. (New conversation = 0). Limited to
32,000 previous conversations.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Customer Information</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer name</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Name of customer</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer triggered</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<p class="p">Triggered customer (activated by <em class="ph i">Set triggered</em>
action). </p>
<p class="p">Values are <strong class="ph b">True</strong> or <strong class="ph b">False</strong>
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer email</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Email of customer</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer page URL</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">The location of the Web Widget during the most recent
customer event. An event can be when the customer requests a
conversation, or when the customer sends a message in the
conversation. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Customer Location</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer country</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">The country associated with the customer's IP
address.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer IP</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">IP address of the customer.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Customer device
information</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer browser</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Browser used by the customer. Version number does not include
patch updates.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer OS</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Operating system used by the customer. Does not include OS
version.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer platform</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Platform used by the visitor.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Online Status</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Account status</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Status of your Zendesk account. Values are:<ul class="ul" id="topic_d3p_q5f_rhb__ul_oc3_gww_scc">
<li class="li">
<strong class="ph b">Online</strong>: If at least one agent is online and the
rest are away or invisible, then the account status is
Online and the trigger fires.</li>
<li class="li">
<strong class="ph b">Away</strong>: If at least one agent is away and the rest
are invisible, the account status is Away and the
trigger fires.</li>
<li class="li">
<strong class="ph b">Invisible</strong>: If all agents are invisible, the
account status is Invisible and the trigger fires.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Group status</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<p class="p">Status of the selected Zendesk group. Values are:</p>
<ul class="ul" id="topic_d3p_q5f_rhb__ul_hg4_5ww_scc">
<li class="li">
<strong class="ph b">Online</strong>: If at least one agent in the group is
online, and the rest are away or invisible, then the
group status is Online, and the trigger fires.</li>
<li class="li">
<strong class="ph b">Away</strong>: If at least one agents in a group is away,
and the rest are invisible, the group status is Away and
the trigger fires.</li>
<li class="li">
<strong class="ph b">Invisible</strong>: If all agents in a group are
invisible, the group status is Invisible, and the
trigger fires.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Conversation-related
information</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Brand</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Multi-select field lets you add your active and inactive
brands.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer is in active conversation</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Values are:<div class="p">
<ul class="ul" id="topic_d3p_q5f_rhb__ul_f1k_blv_rfc">
<li class="li">
<strong class="ph b">True</strong> if the customer is currently engaged in
a conversation.</li>
<li class="li">
<strong class="ph b">False</strong> if the customer is not currently
engaged in a conversation.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer is requesting conversation</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<p class="p">Values are:</p>
<div class="p">
<ul class="ul" id="topic_d3p_q5f_rhb__ul_d2r_tlc_tcc">
<li class="li">
<strong class="ph b">True</strong> if the customer is requesting to start a
conversation.</li>
<li class="li">
<strong class="ph b">False</strong> if no agent has responded to the
customer.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Customer served</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<p class="p">Values are:</p>
<div class="p">
<ul class="ul" id="topic_d3p_q5f_rhb__ul_y2c_vlc_tcc">
<li class="li">
<strong class="ph b">True</strong> if the customer is actively being
assisted by an agent (for example, the agent has
accepted the conversation and sent an initial
message).</li>
<li class="li">
<strong class="ph b">False</strong> if no agent has responded to the
customer.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Group</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Name of the group assigned to the conversation.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Sender</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Name of the message sender.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Sender Type</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">Values are <strong class="ph b">Agent</strong> or <strong class="ph b">Customer</strong>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Message</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">The message being sent.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Initial routing</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<p class="p">The conversation is added to a queue for the first
time, and applies only to tickets with the New ticket
status. Does not apply to tickets that are transferred from
one group or agent queue to another.</p>
<p class="p">This condition can be used to differentiate between
the messaging tickets added to the queue for the first time
and tickets transferred to the queue. </p>
<p class="p">Values are:</p>
<div class="p">
<ul class="ul" id="topic_d3p_q5f_rhb__ul_oxz_2lc_tcc">
<li class="li">
<strong class="ph b">True</strong> if the messaging ticket is added to the
queue for the first time.</li>
<li class="li">
<strong class="ph b">False</strong> if the ticket is transferred from
another queue, or if the ticket is sent to an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6712096584090" target="_blank">overflow
queue</a>. </li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" headers="d51e426 d51e429" style="vertical-align:top;"><strong class="ph b">Customer queue</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e426" style="vertical-align:top;">Queue Size</td>
<td class="entry cellrowborder" headers="d51e429" style="vertical-align:top;">
<div class="p">The total number of incoming conversation requests for the
account. This condition targets the <em class="ph i">overall account
queue</em>, not the department-specific queue.<div class="note note">
<span class="notetitle">Note:</span> If
you’re using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8008427696410" target="_blank">multi-conversations</a> feature, multiple
conversations from a single user are counted as a
single request.</div>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_hxz_q5f_rhb">
<h2 class="title topictitle2" id="ariaid-title5">Trigger actions</h2>
<div class="body">
<p class="p">Action statements define what occurs if all the condition statements are true and the
trigger fires. You can think of action statements as ‘then’ statements: if all of
your conditions are true, <em class="ph i">then</em> perform these actions to execute these actions
to update the conversation. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hxz_q5f_rhb__table_op3_ndg_rhb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Trigger actions</span></caption>
<colgroup>
<col style="width:21.008403361344538%">
<col style="width:78.99159663865547%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e921" style="text-align:left;vertical-align:top;">Action</th>
<th class="entry cellrowborder" id="d51e924" style="text-align:left;vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Send message to customer</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Sends a predefined message to the user.<p class="p">When a message is
sent to an end user by a messaging or system trigger:</p>
<div class="p">
<ul class="ul" id="topic_hxz_q5f_rhb__ul_phz_ppm_m2c">
<li class="li">If an AI agent is configured and in use, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6447066520986" target="_blank">AI agent
avatar</a> appears with the message.</li>
<li class="li">If no AI agent is in use, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4500747797914#topic_ubc_nmd_btb" target="_blank">logo defined for
the Web Widget</a> appears with the
message.</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Wait</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Introduces a delay before the next action is fired<div class="note note">
<span class="notetitle">Note:</span>
Triggers run simultaneously. If multiple triggers need to be
fired in a specific sequence, add at least a one-second
delay to each subsequent trigger.</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Request email</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Sends an automated message to the customer requesting their
email to facilitate <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829095706" target="_blank">continuous
conversation</a> re-engagement.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Set triggered</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">
<p class="p">Applies a flag that can be used with the
<strong class="ph b">Customer triggered</strong> condition. Values are:
<strong class="ph b">True</strong> or <strong class="ph b">False</strong></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Add tags</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Adds tags to the ticket.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Remove tags</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Removes tags from the ticket.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e921" style="text-align:left;vertical-align:top;">Suspend user</td>
<td class="entry cellrowborder" headers="d51e924" style="text-align:left;vertical-align:top;">Suspends a user, preventing them from using your messaging
service. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009733465370" target="_blank">Suspending messaging
users</a> for more information.<div class="note note">
<span class="notetitle">Note:</span> When using this
action in a trigger, include it as the trigger's final
action.</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_n5j_r5f_rhb">
<h2 class="title topictitle2" id="ariaid-title6">Trigger placeholders</h2>
<div class="body">
<p class="p">Placeholders are references to customer and agent details you can use in trigger
action statements. When the trigger is fired, the placeholder pulls in the current
visitor and session information. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_n5j_r5f_rhb__table_xlr_c2g_rhb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Trigger placeholders</span></caption>
<colgroup>
<col style="width:19.880715705765407%">
<col style="width:25.049701789264418%">
<col style="width:55.069582504970185%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row" style="vertical-align:bottom;">
<th class="entry cellrowborder" id="d51e1074" style="text-align:left;vertical-align:bottom;">Placeholder</th>
<th class="entry cellrowborder" id="d51e1077" style="text-align:left;vertical-align:bottom;">Type</th>
<th class="entry cellrowborder" id="d51e1080" style="text-align:left;vertical-align:bottom;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@hour_of_day</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Current hour of the day (UTC timezone). 0 - 23</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@day_of_week</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Current day of the week (0 = Monday, 6 = Sunday)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_prev_conversations</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Number of previous independent conversations initiated with
agent (New conversation = 0)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_name</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Name of the customer.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_triggered</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">True if the customer has previously received a messaging
trigger.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@account_status</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Status of the account (<strong class="ph b">Online</strong>, <strong class="ph b">Away</strong>, or
<strong class="ph b">Invisible</strong>).</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@bot_name</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578#topic_dw4_xnd_f2c" target="_blank">Name</a> of the AI agent
published to the current messaging channel.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_is_in_active_conversation</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">True if the customer is active in the conversation.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_requesting_conversation</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">True if the customer is requesting a conversation.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_served</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">True if customer is currently being served by an
agent.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@sender</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The name of the sender.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_email</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The email of the customer.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@sender_type</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The type of sender (<strong class="ph b">Agent</strong> or <strong class="ph b">Customer</strong>).</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_page_url</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The URL of the page the customer is on.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@customer_ip</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The customer's IP address</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@message</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">String</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The message sent.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@queue_size</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">The incoming conversation requests.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@wait_time_min</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Minimum estimated wait time for the first response from an
agent to the ticket (in minutes). The wait time is available
only for groups with at least 1 ticket routed in the last 7
days. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e1074" style="text-align:left;vertical-align:top;">@wait_time_max</td>
<td class="entry cellrowborder" headers="d51e1077" style="text-align:left;vertical-align:top;">Integer</td>
<td class="entry cellrowborder" headers="d51e1080" style="text-align:left;vertical-align:top;">Maximum estimated wait time for the first response from an
agent to the ticket (in minutes). The wait time is available
only for groups with at least 1 ticket routed in the last 7
days. </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</body>