Managing chat triggers when migrating from Chat to messaging

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.


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When you migrate from live chat to messaging 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.
For most accounts, messaging triggers are managed in Admin Center, while chat triggers
are still managed in the Chat dashboard.
This article includes the following topics:


Trigger changes when
migrating from Chat to messaging

About the messaging
triggers



Changes to your Chat triggers when migrating from Chat to messaging


Note: 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.
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 > Triggers.
However, you will see the following changes when viewing, adding, or
editing triggers through the Chat dashboard:
The Channel drop-down field
Updated Run trigger options
Updated condition options
Updated action options





The Channel field

When messaging is turned on for your account, a channel 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.

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 standard Chat triggers documentation.
However, if you edit an existing chat trigger or create a new trigger and select
either Messaging or Chat and messaging, subsequent trigger
customization options are modified to support messaging functionality
changes.



Updated Run trigger options

When a chat trigger is configured to run for messaging or chat and
messaging, you can no longer choose to run the trigger when a visitor has
loaded the Chat widget because the Chat widget is not used in messaging.
Instead, you can choose from the following run events:

When a visitor requests a chat
When a visitor sends a chat message




Updated condition options

When a chat trigger is configured to run for messaging or chat and
messaging, the conditions available to you change to the following:

Hour of day
Day of week
Visitor previous chats
Visitor name
Visitor email
Visitor triggered
Account status
Department status
Visitor is chatting
Visitor requesting chat
Visitor served
Department (Only available when Run trigger = A visitor requests a
chat)
Sender (Only available when Run trigger = When a chat message is
sent)
Sender type (Only available when Run trigger = When a chat message
is sent)
Message (Only available when Run trigger = When a chat message is
sent)
Queue size (account)

For a complete list of trigger conditions and descriptions, including those that
are not available for messaging, see Zendesk Chat triggers conditions and actions
reference: Trigger conditions.



Updated action options

When a chat trigger is configured to run for messaging or chat and messaging, the
actions available to you change to the following:
Send message to visitor
Set triggered (shown on dashboard)
Wait
Set name of visitor
Block visitor


For a complete list of chat and messaging trigger actions, including those that
aren't available for messaging, see Building chat and messaging trigger action
statements.




Updating chat triggers to apply to messaging

There are three standard chat and messaging triggers that exist after messaging is
turned on for your account: First
Reply, Request Contact
Details, and All Agents
Offline. By default, these apply only to live chats, but can be updated
to apply to messaging or live chats and messaging.
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.

To update chat triggers to apply to messaging
From the Chat dashboard, select Settings > Triggers.
From the list, click the row of the trigger you want to edit.
Change the Channel to either Messaging or Chat and
messaging.
Next to Trigger status, select Enable trigger.
Make any other changes to the content of the trigger as needed to work with
your messaging channel.
Note: If a condition or action that is only available
for the Chat channel is selected while the channel is set to
messaging or Chat and messaging, you can't save your
changes until you resolve the discrepancy.

Click Save changes.




First Reply trigger

This trigger sends an automated reply to customers that request a chat, so they
know their request is being attended to.
When messaging is turned on for your account, the trigger is configured as
follows:


Run trigger: When a visitor requests a chat


Check conditions: Check all of the following conditions


Visitor requesting chat | Is true




Perform the following actions


Wait | 5 (in seconds)
Send message to visitor | Customer Service | Thanks for your
message, please wait a moment while our agents attend to
you.






Request Contact Details trigger

When your account is set to away, this trigger asks customers requesting a chat
to leave their email address.
When messaging is turned on for your account, the trigger is configured as
follows:


Run trigger: When a visitor requests a chat


Check conditions: Check all of the following conditions


Account status | Equals | Away




Perform the following actions

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.






All Agents Offline trigger

When all agents are offline, this trigger send an automated reply to warn the end
user to expect a delayed response.
When messaging is turned on for your account, the trigger is configured as
follows:


Run trigger: When a chat message is sent


Check conditions: Check all of the following conditions


Account status | Equals | Offline




Perform the following actions

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.






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