Creating messaging triggers

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<p id="docs-hc-snippet" style="display: none;">Messaging triggers run when a customer requests or interacts with a conversation through a native or social messaging channel.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p">Messaging triggers run when a customer requests or interacts with a conversation through a native
or social messaging channel.</p>
<p class="p">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). </p>
<p class="p" dir="ltr">In addition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8567613882522" target="_blank">standard messaging triggers</a>,
admins can create custom messaging triggers.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Admins can also manage messaging triggers with Admin Copilot using
natural language prompts. Copilot will draft or modify the
configurations for your review before any changes are finalized. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386-About-admin-copilot" target="_blank">About admin copilot</a>
for more information.</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_w1p_vpn_q5b">
<h2 class="title topictitle2" id="ariaid-title2">Creating messaging triggers</h2>
<div class="body">
<p class="p" dir="ltr">Messaging triggers are created on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5973077601562#topic_w1p_vpn_q5b" target="_blank">Messaging trigger page</a>
in Admin Center. 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.</p>
<p class="p"><strong class="ph b">To create a messaging trigger</strong></p>
<div class="p">
<ol class="ol" id="topic_w1p_vpn_q5b__ol_rmn_3vm_nyb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_w1p_vpn_q5b__d8e1873" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li">Enter the basic information for your new trigger:<div class="p">
<ul class="ul" id="topic_w1p_vpn_q5b__ul_zv5_4wm_nyb">
<li class="li">
<strong class="ph b">Name</strong>. Use a consistent naming
convention to help you recognize similar types of
triggers. </li>
<li class="li">
<strong class="ph b">Description</strong> (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. </li>
<li class="li">
<strong class="ph b">Channels</strong>: Enter the Zendesk messaging
or social channels you want to apply the trigger
to. <em class="ph i">Web Widget &amp; SDKs</em> is included by
default. Click the X to remove it from the
Channels list.</li>
<li class="li">
<strong class="ph b">Activate this trigger</strong>. Select this
option if you want the trigger to be active
immediately after creating it. </li>
<li class="li">
<strong class="ph b">Run only once per ticket</strong>. Select this
option if you want the trigger to run on the
ticket <em class="ph i">only</em> the first time the conditions
are met. </li>
</ul>
</div>
</li>
<li class="li">Select <strong class="ph b">Visual</strong> to build the trigger using the
visual editing tool, or <strong class="ph b">Developer</strong> to edit
trigger definitions directly in JSON format.</li>
<li class="li">Use the <strong class="ph b">Run trigger</strong> drop-down to determine the
event that initiates the trigger. The trigger is not
acted upon unless the conditions are met.<div class="p">
<ul class="ul" id="topic_w1p_vpn_q5b__ul_cwj_twm_nyb">
<li class="li">
<strong class="ph b">When a customer requests a conversation</strong>
initiates the trigger when the conversation is
passed to an agent.</li>
<li class="li">
<strong class="ph b">When a message is sent</strong> initiates the
trigger when a customer sends a comment in an
existing conversation.</li>
<li class="li">
<strong class="ph b">When a conversation is added to the
queue</strong> initiates the trigger when a messaging
conversation is assigned to the queue.</li>
<li class="li">
<strong class="ph b">When a conversation is assigned from a
queue</strong> initiates the trigger when a messaging
ticket is assigned to an agent from the queue.
Only applies when the agent clicks the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226-Receiving-and-sending-messages-in-the-Zendesk-Agent-Workspace#topic_fzy_pxj_2mb" target="_blank">Accept
button</a> or when the ticket is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5020833543450" target="_blank">auto-assigned</a>; does not apply when an
agent reassigns a ticket to another agent, or when
an agent claims a ticket from a group view. </li>
</ul>
</div>
</li>
<li class="li">Create at least one <strong class="ph b">condition</strong>:<ul class="ul" id="topic_w1p_vpn_q5b__ul_psz_wwm_nyb">
<li class="li" dir="ltr">Choose whether the trigger must meet
<strong class="ph b">All</strong> or <strong class="ph b">Any</strong> of the conditions before
it is run.</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select a
<strong class="ph b">Condition</strong>, <strong class="ph b">Field operator</strong>, and
<strong class="ph b">Value</strong> for each condition you add. </p>
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.</li>
<li class="li">Click <strong class="ph b">Add condition</strong> and repeat these
steps if needed.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
</li>
</ul>
</li>
<li class="li">Create at least one <strong class="ph b">action</strong>:<ul class="ul" id="topic_w1p_vpn_q5b__ul_ogs_1xm_nyb">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Select an <strong class="ph b">Action</strong>, then enter
the <strong class="ph b">action information</strong>. </p>
<p class="p" dir="ltr">The required information is
determined by the action selected. For example, if
you select <em class="ph i">Wait</em>, you’ll need to enter the
time (in seconds) before the next action is
performed, or the next trigger fires.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Click <strong class="ph b">Add action</strong> and repeat
these steps if needed.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
<p class="p" dir="ltr">Once created, the trigger is listed on Messaging triggers admin
page and can be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8567642504090" target="_blank">modified</a> as
needed.</p>
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