What are the Default Chat Triggers?

Chat Rescuer

This trigger is designed to send an auto-response to a visitor who has requested a chat if your agent has not joined the chat or respond after 60 seconds. The message helps keep your visitor engaged if there is a large queue or a bit of wait before an agent can connect and chat with the visitor.

The conditions of the trigger are set up as follows:

• Run trigger: When a visitor requests a chat
• Check conditions: Check all of the following conditions
  • Account status | Not equal | Offline
  • Still on site | 60
  • Visitor served | Is false
• Perform the following actions
  • Set triggered | Is true
  • Send message to visitor | Customer Service | We apologize for keeping you waiting. Our operators are busy at the moment, please leave us a message with your email address and we'll get back to you shortly.

Proactive Greeting

This trigger is designed to send a proactive message to any new visitors to your site, 30 seconds after they arrive. This means, if someone who has never been to your site before comes to your website, 30 seconds after they arrive, the chat widget will pop up on their page with the message "Welcome! Can we help you with anything?". If the visitor replies to that proactive message, it initiates a chat request. For more information and recipes for additional proactive greetings, see this article: Targeting key visitors with proactive chat.

Note: If you use department routing, proactive messages may bypass any routing you have set up in the pre-chat form or other triggers. Add the action set visitor department to the triggers below to make sure these proactive chat conversations route to the correct department or agent.

The conditions of the trigger are set up as follows:

• Run trigger: When a visitor has loaded the chat widget
• Check conditions: Check all of the following conditions
  
  • Still on site | 30
  • Visitor previous visits | Equals | 0
  • Visitor requesting chat | Is false
  • Visitor served | Is false
• Perform the following actions
  
  • Send message to visitor | Customer Service | Welcome! Can we help you with anything?

Checkout Page

The Checkout Page trigger is more of a skeleton to get you started than a ready-to-go trigger. It is designed as an example for Zendesk customers who work in the world of retail, but it can also be adapted for other purposes. As is, this trigger is designed to reduce cart abandonment by engaging customers that are lingering on the checkout page for more than 60 seconds.

Note: for this trigger to work, you will need to update the Visitor page URL condition to match your website's checkout page URL. See more about the Visitor page URL condition in this article: How does the Chat trigger condition "Visitor page URL" work?

The conditions of the trigger are set up as follows:

• Run trigger: When a visitor has loaded the chat widget
• Check conditions: Check all of the following conditions
  
  • Visitor page URL | Equals | www.zendesk.com/cart
  • Still on site | 60
  • Visitor requesting chat | Is false
  • Visitor served | Is false
• Perform the following actions
  
  • Send message to visitor | Stephanie | Hi, are you having any trouble checking out? Feel free to reach out to us with any questions.

First Reply

This trigger is designed to send an automated first reply to a visitor requesting a chat, so they know their request is being attended to. The automatic message will send 5 seconds after the visitor has requested a chat.