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Proactive Chat Triggers

  • March 10, 2020
  • 7 replies
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Phil24

So we have recently implement Live chat into our site which is working well when visitors need help but we're now pushing this forward with pro-active chat triggers to encourage users to engage with the support team.

With a user-initiated chat we capture their name and also email address sp we can send them a record of the chat and also use their name in conversation. What I'm finding is that if a chat is initiated with a pro-active trigger we don't get that detail and have to then ask instead which is sometimes tricky to get the tone right when you're trying to be pro-active.

Is there any way round this?

 

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    7 replies

    R
    • Ramin12
    • March 10, 2020

    @Phil Williams Thanks for posting your question. Proactive messages via triggers do bypass the pre-chat form to collect their name/email address.

    One option is in your trigger to add a wait action and a second message that asks the visitor what their name/email address/account information is. This way, you can collect the information while they are in queue and the agent will have it ready once they pick the chat up. The agent can also then add the information to the visitor from the Chat dashboard and it will get reflected in the widget, saving the visitor from entering the information afterwards. 

    Phil24
    • Phil24
    • Author
    • March 10, 2020

    Hi Ramin,

    I did consider that as an option but wasn't keen on an additional delay but I can't think of any other way round the problem unfortunately.

    I think what I'll do is work in the question towards the end of the chat. Actually is it possible to create a goodbye shortcut with text fields? I know we can do it with yes/no radio buttons to gauge satisfaction.

    R
    • Ramin12
    • March 11, 2020

    You don't need to put a delay, it just makes the triggers look more human-like. Shortcut options only include the radio buttons.

    If you need other structured message types, you would need to use the conversations APIs and create a bot: https://developer.zendesk.com/rest_api/docs/chat/conversations-api#structured-messages

    Phil24
    • Phil24
    • Author
    • March 11, 2020

    OK thanks, I'll try out some different options :)

    Phil24
    • Phil24
    • Author
    • March 13, 2020

    Just staying with the theme of proactive triggers, is there a way of measuring how often each of the triggers is used?

    I see I can add a tag to the action element and could measure from here but wondered if there was a better way?

     

    R
    • Ramin12
    • March 13, 2020

    Tags are the best way to report on chats created from triggers at the moment.

    Phil24
    • Phil24
    • Author
    • March 16, 2020

    Thanks Ramin, I thought that might be the case...

     

     

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