No Messaging Notifications

I'm not sure I 100% understand the situation, but maybe this will help. Some of my users were complaining that they weren't getting notified when a new chat was received, so I created a Slack notification that informs the team that a new chat was received as well as the url for the ticket. That way, if the notification isn't there, they can click on the link in Slack (or just open the ticket in our case), and answer the chat. I then created a notification that the chat was answered and list the agent's name, just so no one is stepping on anyone else's toes. It sounds like we have a different environment, but maybe you would benefit from something like this? 

This is what it looks like:

This notification could be configured to use another app if you don't use Slack. Let me know if you think this would help and I can let you know how it was configured. 

Hi,

The notifications for messaging are intermittently not working and has been an issue. Therefore agents are missing chats. 
 

Would love to know if Kyle above or anyone can show me how to configure Slack to notify us when a new chat / message comes in.

@nathalie13 For sure! I've used this process for all kinds of notifications in Slack. For things like missed SLA, new chats, who took the chat, and anything else that I want to spam my team about. I followed the process listed in the Push notifications from Zendesk to Slack article for the foundation of the trigger. From there, you can get creative to have it do whatever you want. You can use the same webhook for any Slack notifications pushed to the configured channel (or DM - I have a few setup to DM specific people when one of their tickets receives an update). 

For new chat notifications, this is how I have the trigger setup:

Conditions:
Meet ALL of the following conditions:

Ticket > Channel - Is - Messaging
Ticket > Ticket - Is - Created
Ticket > Within business hours? - Is - Yes

Actions:

Ticket > Add Tags - new_chat_request (this is options, and I use it for other triggers, such as avoiding the ticket from going through the Round Robin)
Notify by > Active webhook - Slack - New Chat (this is what I named the webhook that I created from the article above)

JSON body (your fields could be different, so make whatever changes needed for your fields/field numbers):

{
"attachments":[
{
"fallback":"- New chat request in queue -\nRequester Name: {{ticket.requester.name}}\nRequester Email: {{ticket.requester.email}}\nBrief Description {{ticket.ticket_field_5778604929819}}",
"pretext":"- New chat request in queue -\nRequester Name: {{ticket.requester.name}}\nRequester Email: {{ticket.requester.email}}\nBrief Description: {{ticket.ticket_field_5778604929819}}",
"color":"#D00000",
"fields":[
{
"value":"{{ticket.url}}",
"short":false
}
]
}
]
}

----------------
That is the first trigger. I also have a second trigger to post another comment in the channel when the chat has been answered, and by who (or "whom" for you grammar sticklers). This is how I have my second trigger setup:

Conditions:
Meet ALL of the following conditions:

Ticket > Status category - Changed from - New
Ticket > Channel - Is - Messaging
Ticket > Tags - Contains at least one of the following - new_chat_request

Actions:

Notify by > Active webhook - Slack - New Chat  (using the same webhook is completely fine as you write what it'll post in each trigger you use)

JSON body:

{
"attachments":[
{
"fallback":"Chat request {{ticket.id}} has been answered by {{ticket.assignee.first_name}}",
"pretext":"Chat request {{ticket.id}} has been answered by {{ticket.assignee.first_name}}",
"color":"#D00000",
"fields":[
{
"short":false
}
]
}
]
}

----------------

That does the trick for my side. I hope this all makes sense. Everyone's needs are a little different, though. If you have any issues getting this setup, let me know. I'd be happy to go through things together to make sure it's working for you. 

Thank you!