Zendesk Chat triggers allow you to to add information about your customers, improve workflow routing, and handle spam requests.
For more information about triggers, see Zendesk Chat triggers resources.
Use the following operators to build trigger condition statements.
= 5 returns true only when 5
|Less than||Less than the number entered, but not including.
< 10 returns true from 0-9
|Greater than||More than the number entered
> 120 returns true from 121 to 1,000,000,000,000,000,000
|Less than or equal to||An exact match or less than the number entered
<= 3 returns true on a 3, 2, 1, or 0
|Greater than or equal to||An exact match or more than the number entered
>= 600 returns true from 600 to 1,000,000,000,000,000
|Is not equal||Anything but the value entered
!= 0 returns true for any number but 0
|Contains||String includes the following text
"help" matches true with "help, i need somebody"
|Does not contain||String does not include the following text
"help" matches true with "not just anybody"
|Reg Ex||Matches for regular expression values using the Python RegEx framework. This field looks for a full match, not a partial. For assistance, you can use Pythex as a quick-reference and validation tool.
|Hour of Day||
Hour of the Day (Universal Time Clock):
0 = Midnight
23 = 11:00 p.m.
|Day of Week||
Day of the Week:
0 = Monday
6 = Sunday
|Still on Site||
A condition check of whether the user is still on the domain after X seconds since the scenario chosen has elapsed.
|Still on Page||
A condition check of whether the user is still on the same page after X seconds since the scenario chosen has elapsed.
IP address of visitor
Host name (domain) of visitor's IP address
City of visitor's IP address
Region the visitor is from according to GeoIP.
For the US and Canada, we use the ISO-3166-2 regions. These are the different states (e.g. Vermont).
For everywhere else, we use the FIPS 10-4 standard. The GeoIP website has a CSV file which lists all the different regions: http://www.maxmind.com/download/geoip/misc/region_codes.csv
|Visitor Country Code||Two-letter country code of the visitor's IP address|
|Visitor Country Name||Country name of the visitor's IP address|
|Visitor Previous Visits||
Number of previous independent visits:
0 = First time visit
|Visitor Previous Chats||
Number of previous independent chats initiated with an agent:
0 = First time chatter
|Visitor Page URL||
Current URL of visitor (Widget must be installed on this page)
|Visitor Page Title||
Current title of page visitor is on (Widget must be installed on this page)
|Previous Page||URL of the previous page user was on (Widget must be installed on the previous page. Need not be visible, but present.)|
|Visitor Name||Name of visitor|
|Visitor Email||Email of visitor|
|Visitor Referrer||Referrer URL of visitor, if applicable, determined from content headers|
|Visitor Search Engine||
Referring search engine, if applicable. Note that these values are case-sensitive and should be lowercase:
|Visitor Search Terms||Referring search terms, if applicable|
|Visitor Tag||Tag (Applied via Set Tag action)|
Triggered visitor (activated by Set Triggered action). Select either of the following from the drop-down menu:
|Visitor User Agent||Visitor's user agent string|
|Visitor Browser||Browser used by visitor|
|Visitor Platform||Platform used by visitor|
Status of your Chat Account which works as a hierarchy system. Note that these values are case-sensitive and should be lowercase:
Status of Visitor:
Idle (no mouse or keyboard movement in the chat window for 10 minutes)
|Visitor Requesting Chat||
'true' if visitor is requesting a chat
'true' if visitor is currently being served by an agent
Department (name) that visitor chooses from the pre-chat form
Name of sender of the chat message
Type of sender. Note that these values are case-sensitive and should be lowercase:
The message being sent
|Queue size (Account)||
Total number of incoming chat requests for the account. Note that the condition targets the total account queue, and does not measure the department queue.
|Send Message to Visitor||
Sends the given message to the visitor. This action only works when an account is online.
Set Triggered can be one of two values and applies a flag which can be used in conjunction with the 'Visitor Triggered?' condition. Select one of the following from the drop-down menu:
|Wait||Delay (in seconds) before the next action fires|
Appends a tag to the visitor profile
Removes a tag from the visitor profile
|Set Name of Visitor||Sets the visitor's name|
|Replace Note||Replaces the note of the visitor's profile|
|Append Note||Adds to the note of the visitor's profile|
Current hour of the day (UTC timezone). 0 - 23
Current day of the week (0 = Monday, 6 = Sunday)
|@account_status||String||Status of your account ("online", "away" or "offline")|
City the visitor is from (based on IP address)
Region the visitor is from (based on IP address)
|@visitor_country_code||String||Two-letter country code of where the visitor is from (based on IP address)|
|@visitor_country_name||String||Country the visitor is from (based on IP address)|
|@visitor_user_agent||String||Visitor's browser User-Agent string|
|@visitor_platform||String||Adds to the note of the visitor's profile|
|@visitor_page_url||String||URL of the page the visitor is currently on|
|@visitor_page_title||String||Title of the page the visitor is currently on|
|@visitor_referrer||String||Visitor's referral URL|
|@visitor_search_engine||String||Search terms the visitor used to find your website (can be blank)|
|@visitor_search_terms||String||Search terms the visitor used to find your website (can be blank)|