Creating messaging triggers


Messaging triggers run when a customer requests or interacts with a conversation through a native or social messaging channel.


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Verified AI summary ◀▼
Create messaging triggers to automate actions based on customer interactions in messaging channels. Set conditions using user, conversation, or agent data, and specify actions like sending automated messages. Only admins can create and manage these triggers. Customize triggers using a visual tool or JSON, and define events and conditions to tailor responses to customer needs.


Messaging triggers run when a customer requests or interacts with a conversation through a native
or social messaging channel.
Conditions can include user data (like account status), conversation data (such
as the time of day a conversation is started), and agent data (such as queue
size). When conditions are met, the triggers fire and perform the
specified actions through that same messaging channel (such as sending an
automated message to the conversation).
In addition to the standard messaging triggers,
admins can create custom messaging triggers.


Creating messaging triggers

Messaging triggers are created on the Messaging trigger page
in Admin Center.

Note: Only admins can create and manage messaging triggers. Even if agents
have a custom role with trigger management permissions, they cannot
create or manage messaging triggers.
To create a messaging trigger


In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Messaging
triggers.
Click Create trigger.
Enter the basic information for your new trigger:


Name. Use a consistent naming
convention to help you recognize similar types of
triggers.

Description (optional). You can provide
details about what the trigger does for other
agents and admins. You'll be able to search for
triggers based on description.

Channels: Enter the Zendesk messaging
or social channels you want to apply the trigger
to. Web Widget & SDKs is included by
default. Click the X to remove it from the
Channels list.

Activate this trigger. Select this
option if you want the trigger to be active
immediately after creating it.

Run only once per ticket. Select this
option if you want the trigger to run on the
ticket only the first time the conditions
are met.



Select Visual to build the trigger using the
visual editing tool, or Developer to edit
trigger definitions directly in JSON format.
Use the Run trigger drop-down to determine the
event that initiates the trigger. The trigger is not
acted upon unless the conditions are met.


When a customer requests a conversation
initiates the trigger when the conversation is
passed to an agent.

When a message is sent initiates the
trigger when a customer sends a comment in an
existing conversation.

When a conversation is added to the
queue initiates the trigger when a messaging
conversation is assigned to the queue.

When a conversation is assigned from a
queue initiates the trigger when a messaging
ticket is assigned to an agent from the queue.
Only applies when the agent clicks the Accept
button or when the ticket is auto-assigned; does not apply when an
agent reassigns a ticket to another agent, or when
an agent claims a ticket from a group view.



Create at least one condition:
Choose whether the trigger must meet
All or Any of the conditions before
it is run.

Select a
Condition, Field operator, and
Value for each condition you add.
The
field operator determines the relationship between
the condition and the value. For example, if you
select the field operator "Is", your condition
will need to be equal to the value. Different
conditions will contain different field
operators.
Click Add condition and repeat these
steps if needed.

Note: Only conditions that apply to all selected
channels appear in the Select conditions
drop-down. When creating a trigger that applies to
social channels, device metadata is not
available.




Create at least one action:

Select an Action, then enter
the action information.
The required information is
determined by the action selected. For example, if
you select Wait, you’ll need to enter the
time (in seconds) before the next action is
performed, or the next trigger fires.


Click Add action and repeat
these steps if needed.


Note: Only actions that apply to all selected
channels appear in the Select action drop-down.
When creating a trigger that applies to social
channels, the Request email action is not
available.




Click Create.


Once created, the trigger is listed on Messaging triggers admin
page and can be modified as
needed.



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