Messaging Feature Request - Time-based triggers | The place for Zendesk users to come together and share
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Marius12
Marius12
April 22, 2024
Accepted

Messaging Feature Request - Time-based triggers

Related products:Chat/Messaging
  • April 22, 2024
  • 7 replies
  • 43 views

Currently, all time-based triggers are available for Chat, but not for Messaging. This is probably related to the fact that both are different technologies. However, from a user perspective, the web widget looks pretty much like a chat client, and therefore there is an expectation of a real-time chat workflow with messaging.


One specific use case that we would like to implement after a handover to a human agent:


When a user waits more than 5 minutes without a response from a human agent, we want to send an automatic message to the user, e.g. that we have a created a ticket for the request and that we follow up at a later time.

 

We did not really find a good workaround for this, e.g. making this message dependent on the size of the waiting queue is not the same. With time-based triggers we could achieve a much better communication with the customer in case of longer waiting times.

      7 replies

      Shawna James
      Shawna JamesCommunity Manager
      Community Manager
      April 22, 2024
      Hey Marius,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
        F
        Flora11
        July 23, 2024

        According to the above content, it means that it is impossible to send automatic messages in the conversation with the user, but this can be done on other websites that also use the Zendesk system. I wonder which part is the problem?

        N
        Nikki11
        December 26, 2024

        upvoting this! super disappointing that we cannot send a time based message with messenger, such as the Chat Rescuer trigger which is very helpful.  Please implement that with messenger.  Thank you!

        A
        Arpan NagdeveProduct Manager
        Product Manager
        January 22, 2025
        Hey Marius, thank you for taking the time to provide us with this feedback! 
         
         
        This feature request has been accepted and is on our roadmap in this year. As Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
         
        Thank you again for your feedback and for being a valuable customer with Zendesk.
        Naomi11
        Naomi11
        February 6, 2025

        @arpan I thought that time based actions were available to messaging triggers. I've attached a screenshot of one but we haven't been able to get it to work correctly. Could this be the reason why?

        S
        Sam44
        April 22, 2025

        Are are also looking for this feature, so that we can send a messaging conversation to a queue with higher priority after a certain amount of time waiting.  

        Keegan11
        Keegan11
        Newcomer
        August 26, 2026

        I have a similar use case to ​@Marius12 where we would like to notify a customer that we’ll be in touch by email after X minutes of waiting, to prevent a customer from waiting in the queue for an extended period with no response. 

        Is there any news on a release for this feature?

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