Managing chat triggers when migrating from Chat to messaging

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<p id="docs-hc-snippet" style="display: none;">When you migrate from live chat tomessagingfor Web Widget and mobile SDKs, new triggers are created and a number of updates are made to existing triggers to accommodate the functionality changes. If you do not update an existing trigger, these changes do not impact its functionality for live chat.</p>
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<p class="p" dir="ltr">When you migrate from live chat to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682" target="_blank">messaging</a> for Web Widget and mobile SDKs, new triggers are
created and a number of updates are made to existing triggers to accommodate the
functionality changes. If you do not update an existing trigger, these changes do not
impact its functionality for live chat.</p>
<p class="p">For most accounts, messaging triggers are managed in Admin Center, while chat triggers
are still managed in the Chat dashboard.</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<ul class="ul" id="topic_hq2_zlp_pnb__ul_nf2_1mp_pnb">
<li class="li" dir="ltr">
<a class="xref" href="#topic_ot4_bmp_pnb">Trigger changes when
migrating from Chat to messaging</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h3t_bmp_pnb">About the messaging
triggers</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ot4_bmp_pnb">
<h2 class="title topictitle2" id="ariaid-title2">Changes to your Chat triggers when migrating from Chat to messaging</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> If you're using an AI agent with your messaging configuration, chat triggers fire
on the first customer message after the conversation is handed off to a live agent. </div>
<p class="p" dir="ltr">The basic way you work with chat triggers remains unchanged when you move
from Chat to messaging. You can view, edit, and add chat triggers from the main chat
triggers page, accessed from the Chat dashboard at Settings &gt; Triggers. </p>
<div class="p" dir="ltr">However, you will see the following changes when viewing, adding, or
editing triggers through the Chat dashboard:<ul class="ul" id="topic_ot4_bmp_pnb__ul_qr3_4mp_pnb">
<li class="li" dir="ltr">The Channel drop-down field</li>
<li class="li" dir="ltr">Updated Run trigger options </li>
<li class="li" dir="ltr">Updated condition options </li>
<li class="li" dir="ltr">Updated action options </li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_ot4_bmp_pnb__image_jrz_mmp_pnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_triggers_edit_page_messaging.png" width="500"></p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_jjk_3mp_pnb">
<h3 class="title topictitle3" id="ariaid-title3">The Channel field</h3>
<div class="body">
<p class="p">When messaging is turned on for your account, a <em class="ph i">channel</em> field is added to
the chat and messaging triggers. It's used to specify whether the trigger runs
on conversations originating from Chat, messaging, or both.</p>
<div class="bodydiv"><img class="image img-screenshot" id="topic_jjk_3mp_pnb__image_lsw_rnp_pnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/chat_triggers_edit_page_messaging.png" width="400"></div>
<p class="p" dir="ltr">When you turn on messaging, the channel value is set to chat for all
existing chat triggers. This means the chat trigger options don't change, and
the trigger performs as described in our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834380442" target="_blank">standard Chat triggers documentation</a>.
However, if you edit an existing chat trigger or create a new trigger and select
either <strong class="ph b">Messaging</strong> or<strong class="ph b"> Chat and messaging</strong>, subsequent trigger
customization options are modified to support messaging functionality
changes.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_ax4_3mp_pnb">
<h3 class="title topictitle3" id="ariaid-title4">Updated Run trigger options</h3>
<div class="body">
<p class="p" dir="ltr">When a chat trigger is configured to run for messaging or chat and
messaging, you can no longer choose to run the trigger <em class="ph i">when a visitor has
loaded the Chat widget</em> because the Chat widget is not used in messaging. </p>
<p class="p" dir="ltr">Instead, you can choose from the following run events:</p>
<ul class="ul" id="topic_ax4_3mp_pnb__ul_dfy_l4p_pnb">
<li class="li" dir="ltr">When a visitor requests a chat </li>
<li class="li" dir="ltr">When a visitor sends a chat message </li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_lxs_3mp_pnb">
<h3 class="title topictitle3" id="ariaid-title5">Updated condition options</h3>
<div class="body">
<p class="p" dir="ltr">When a chat trigger is configured to run for messaging or chat and
messaging, the conditions available to you change to the following:</p>
<ul class="ul" id="topic_lxs_3mp_pnb__ul_nhs_n4p_pnb">
<li class="li" dir="ltr">Hour of day </li>
<li class="li" dir="ltr">Day of week </li>
<li class="li" dir="ltr">Visitor previous chats </li>
<li class="li" dir="ltr">Visitor name </li>
<li class="li" dir="ltr">Visitor email </li>
<li class="li" dir="ltr">Visitor triggered </li>
<li class="li" dir="ltr">Account status </li>
<li class="li" dir="ltr">Department status </li>
<li class="li" dir="ltr">Visitor is chatting </li>
<li class="li" dir="ltr">Visitor requesting chat </li>
<li class="li" dir="ltr">Visitor served </li>
<li class="li" dir="ltr">Department (Only available when Run trigger = A visitor requests a
chat) </li>
<li class="li" dir="ltr">Sender (Only available when Run trigger = When a chat message is
sent)</li>
<li class="li" dir="ltr">Sender type (Only available when Run trigger = When a chat message
is sent) </li>
<li class="li" dir="ltr">Message (Only available when Run trigger = When a chat message is
sent) </li>
<li class="li" dir="ltr">Queue size (account) </li>
</ul>
<p class="p">For a complete list of trigger conditions and descriptions, including those that
are not available for messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842880282#topic_d3p_q5f_rhb" target="_blank">Zendesk Chat triggers conditions and actions
reference: Trigger conditions</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_fcx_3mp_pnb">
<h3 class="title topictitle3" id="ariaid-title6">Updated action options</h3>
<div class="body">
<div class="p">When a chat trigger is configured to run for messaging or chat and messaging, the
actions available to you change to the following:<ul class="ul" id="topic_fcx_3mp_pnb__ul_vsw_s4p_pnb">
<li class="li" dir="ltr">Send message to visitor </li>
<li class="li" dir="ltr">Set triggered (shown on dashboard) </li>
<li class="li" dir="ltr">Wait </li>
<li class="li" dir="ltr">Set name of visitor </li>
<li class="li" dir="ltr">Block visitor </li>
</ul>
</div>
<p class="p">For a complete list of chat and messaging trigger actions, including those that
aren't available for messaging, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842880282#topic_hxz_q5f_rhb" target="_blank">Building chat and messaging trigger action
statements</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_h3t_bmp_pnb">
<h2 class="title topictitle2" id="ariaid-title7">Updating chat triggers to apply to messaging</h2>
<div class="body">
<p class="p">There are three standard chat and messaging triggers that exist after messaging is
turned on for your account: <a class="xref" href="#topic_x4j_mhj_3rb">First
Reply</a>, <a class="xref" href="#topic_fc4_mhj_3rb">Request Contact
Details</a>, and <a class="xref" href="#topic_fc4_mhj_3rb">All Agents
Offline</a>. By default, these apply only to live chats, but can be updated
to apply to messaging or live chats and messaging.</p>
<p class="p">If you would like them to work with your messaging channel, you must edit the trigger
to modify which channels it applies to and ensure that the trigger is enabled.</p>
<div class="p">
<strong class="ph b">To update chat triggers to apply to messaging</strong><ol class="ol" id="topic_h3t_bmp_pnb__ol_gnn_j5v_sdc">
<li class="li">From the Chat dashboard, select <strong class="ph b">Settings &gt; Triggers</strong>. </li>
<li class="li">From the list, click the row of the trigger you want to edit.</li>
<li class="li">Change the <strong class="ph b">Channel</strong> to either <strong class="ph b">Messaging</strong> or <strong class="ph b">Chat and
messaging</strong>.</li>
<li class="li">Next to <strong class="ph b">Trigger status</strong>, select <strong class="ph b">Enable trigger</strong>.</li>
<li class="li">Make any other changes to the content of the trigger as needed to work with
your messaging channel.<div class="note note">
<span class="notetitle">Note:</span> If a condition or action that is only available
for the Chat channel is selected while the channel is set to
<em class="ph i">messaging</em> or <em class="ph i">Chat and messaging</em>, you can't save your
changes until you resolve the discrepancy.</div>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_x4j_mhj_3rb">
<h3 class="title topictitle3" id="ariaid-title8">First Reply trigger</h3>
<div class="body">
<p class="p">This trigger sends an automated reply to customers that request a chat, so they
know their request is being attended to. </p>
<p class="p">When messaging is turned on for your account, the trigger is configured as
follows:</p>
<ul class="ul">
<li class="li">
<strong class="ph b">Run trigger: When a visitor requests a chat</strong>
</li>
<li class="li">
<strong class="ph b">Check conditions: Check all of the following conditions</strong>
<ul class="ul">
<li class="li">
<strong class="ph b">Visitor requesting chat | Is true</strong>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Perform the following actions</strong>
<ul class="ul">
<li class="li">
<strong class="ph b">Wait | 5</strong> (in seconds)</li>
<li class="li"><strong class="ph b">Send message to visitor | Customer Service | Thanks for your
message, please wait a moment while our agents attend to
you.</strong></li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_fc4_mhj_3rb">
<h3 class="title topictitle3" id="ariaid-title9">Request Contact Details trigger</h3>
<div class="body">
<p class="p">When your account is set to away, this trigger asks customers requesting a chat
to leave their email address.</p>
<p class="p">When messaging is turned on for your account, the trigger is configured as
follows:</p>
<ul class="ul" id="topic_fc4_mhj_3rb__ul_my1_b3j_3rb">
<li class="li">
<strong class="ph b">Run trigger: When a visitor requests a chat</strong>
</li>
<li class="li">
<strong class="ph b">Check conditions: Check all of the following conditions</strong>
<ul class="ul" id="topic_fc4_mhj_3rb__ul_ny1_b3j_3rb">
<li class="li">
<strong class="ph b">Account status | Equals | Away</strong>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Perform the following actions</strong>
<ul class="ul" id="topic_fc4_mhj_3rb__ul_oy1_b3j_3rb">
<li class="li"><strong class="ph b">Send message to visitor | 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.</strong></li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_ems_mhj_3rb">
<h3 class="title topictitle3" id="ariaid-title10">All Agents Offline trigger</h3>
<div class="body">
<p class="p">When all agents are offline, this trigger send an automated reply to warn the end
user to expect a delayed response.</p>
<p class="p">When messaging is turned on for your account, the trigger is configured as
follows:</p>
<ul class="ul" id="topic_ems_mhj_3rb__ul_scg_b3j_3rb">
<li class="li">
<strong class="ph b">Run trigger: When a chat message is sent</strong>
</li>
<li class="li">
<strong class="ph b">Check conditions: Check all of the following conditions</strong>
<ul class="ul" id="topic_ems_mhj_3rb__ul_tcg_b3j_3rb">
<li class="li">
<strong class="ph b">Account status | Equals | Offline</strong>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Perform the following actions</strong>
<ul class="ul" id="topic_ems_mhj_3rb__ul_ucg_b3j_3rb">
<li class="li"><strong class="ph b">Send message to visitor | 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.</strong></li>
</ul>
</li>
</ul>
</div>
</div>
</div>
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