Migrating triggers with the live chat-to-messaging migration wizard

Verified AI summary ◀▼


The live chat-to-messaging migration wizard helps you transition your
chat triggers to messaging triggers. You'll review and activate migrated
triggers, ensuring they perform as expected. Access the migration review
page to manage triggers, including activating, deleting, or updating
them in bulk. Stay informed about triggers that couldn't be migrated
and take necessary actions to recreate them manually.





Important: This article applies
only to customers with scheduled live
chat-to-messaging migration assistance. Affected customers are notified
of the
update by an in-product banner and email notifications 30 days before
the migration.
See
our announcement
information on affected
accounts, pre-migration steps, and the migration process.



As part of the assisted live chat-to-messaging migration process,
your Zendesk Chat triggers will be converted to messaging triggers. This
process
includes the option to review and triage your migrated triggers before
activating them.


This article provides an introduction to the
Chat triggers migration review page in Admin Center, and additional resources
for understanding and working with messaging triggers.


For more information
on the migration process, see
About the live chat-to-messaging migration wizard.

This article includes the following topics:



About trigger migration


Viewing and using the Chat triggers migration review page


Activating migrated triggers





About trigger migration


When you migrate from live chat to messaging, Zendesk uses AI to
assess how each Chat
trigger is used in your live chat configuration and recreates them
as Support
triggers, messaging triggers, or proactive messages. Our AI is constantly
learning
and improving its performance, so while most triggers are recreated
accurately, we
recommend that you review all migrated triggers to make sure they
will perform as
expected. See
Changes to your Chat triggers when migrating from
Chat to messaging
for more information.


Chat triggers migrated to messaging triggers
will keep their activation status
when they are migrated. If the original Chat trigger was active in
your live chat
configuration, it will be active after migration. When you configure
and launch your
messaging channel, active messaging triggers will run when their
conditions are met.
You can access messaging triggers at
Admin Center > Objects and Rules > Business
rules > Messaging triggers.
See the following articles for more information
on messaging triggers:



Accessing messaging triggers


About the standard messaging
triggers


Messaging triggers conditions and actions
reference



Chat triggers migrated to Support triggers
will be deactivated after
migration, regardless of their activation status before migration.
You will need to
review and manually activate the new Support triggers before they
run when their
conditions are met in the messaging environment. You can access these
triggers at
Admin Center > Objects and Rules > Business rules > Triggers.
See the
following articles for more information:



About triggers and how they
work


About the standard ticket
triggers


Ticket triggers conditions and actions
reference



Chat triggers designed to proactively contact visitors will become
proactive messages.
These triggers will be deactivated after migration,
regardless of their activation status before migration. You can access
proactive
messages at
Admin Center > Channels > Messaging > Proactive messages.
See the
following articles for more information:



About proactive messages


Proactive messaging conditions and events
reference



Chat triggers that can’t be migrated can be viewed in the
Not
migrated tab
of the Chat triggers migration review page. Reasons for
unsuccessful migration include:



The trigger contains functionality that is not available in the
messaging environment.


Something went wrong with the trigger’s migration, and you will
need to re-create the trigger manually.





Viewing and using the Chat triggers migration review page


After the migration is complete, you can access the Chat triggers
migration review
page, where you can view the list of migrated triggers and update
them as
needed.



Viewing the Chat triggers migration review page


You can access the Chat triggers migration review page from the
Messaging
settings page in Admin Center.


To access the Chat triggers migration review page




In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.


On the Messaging page, click
Manage settings.





Click
Review and activate messaging rules
to view the Chat
triggers migration review page.





This page includes the following tabs:



To review lists all migrated
Chat triggers and
the messaging rules they are mapped to. From this tab, you
can review,
activate, and delete the migrated rules. You can (and should)
review these
triggers before creating and launching a messaging channel.


Activated lists the migrated
triggers that are
now active. These include Chat triggers that were active
when the migration
occurred and became messaging triggers, as well as migrated
triggers you
activated manually.


Not migrated lists the Chat
triggers that could not be mapped
to Support triggers, messaging triggers, or proactive messages,
and were not
included in the migration.



The trigger lists on these tabs
include the following columns:



Chat trigger, a link to the
original Chat
trigger on the Chat dashboard. Clicking this link opens the
Chat
trigger in a new tab.


Chat trigger status, the original
Chat trigger’s status when
the migration occurred. Note that if you change a trigger’s
status after
migration, this column will still reflect the status at the
point of
migration.


Messaging rule (To review and
Activated tabs
only), whether the original trigger was converted to a Support
trigger, messaging trigger, or a proactive message.


Link to rule (To review and
Activated tabs
only), a link to the messaging version of the trigger on
the
Support triggers page, the Messaging triggers page, or the
Proactive messages page. Clicking this link opens the Support
trigger or proactive message in a new tab.





Deleting migrated triggers




To delete a migrated trigger



In the To Review tab,
click the selection box next
to the active trigger you want to deactivate.


At the bottom of the list, click
Delete, then
confirm your selection.







Updating triggers in bulk


To update the status of triggers in bulk



In the To Review tab, select
the triggers you want
to update:


Click the Chat trigger selection
box at the top
of the triggers list to select all triggers in the list,
OR

Filter the list to display
only the triggers you want to update, then click the
selection box at
the top of the list.



At the bottom of the list, click
Activate or
Delete, then
confirm your selection.





Filtering the triggers lists


You can filter the triggers lists on all tabs by Chat trigger
status.


To filter the triggers list



In any tab, click the Filter
button.


In the filter options panel, select the status on which you
want
to filter the list.





Click Apply filters.






Activating migrated triggers


By default, migrated Chat triggers maintain the status – active or
inactive – applied
to them when the migration occurred. You can activate the new versions
of the
migrated Chat triggers in the To review
tab.


Activated triggers will run when you configure and launch your
messaging channel.


To activate a migrated trigger



In the To Review tab, click the
selection box next to
the inactive triggers you want to activate.


At the bottom of the list, click
Activate.


On the confirmation page, click
Activate [X]
rules.







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