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New Event Chat Setup

Description: 


Chat triggers allow routing of incoming chat requests from attendees at a specific event to be seen only by the team who is supporting the event.


*This process requires administrator access in Zendesk


Information needed:


Step 1:

Go to: https://gramercytech.zendesk.com/chat/ in your browser


Step 2:

On the left side of the page navigate to the “Settings” dropdown menu and select “Departments”


Step 3:

 Select “Add Department” from the top of the page (to the right of the search bar)


Step 4: Select “Add Department”. Once on this page name the trigger the same naming convention as the event you are launching. You optionally may add additional notes in the description. Select the agents who you would like to receive the chats for the event and ensure the department is enabled at the top of the window. Once the agents are selected you may hit save changes.


Step 5:

You will be returned to the departments screen once your department has been saved. On the left side navigation bar select “Triggers”. 



Step 6: 

 Select “Add Trigger” from the top of the page (to the right of the search bar)


Step 7:

Name your trigger similarly to the event department and fill in a brief description of the triggers functionality. The “Run Trigger” drop down will default to “A visitor has loaded the Chat Widget” and should not be changed (changing this can cause the trigger not to function properly). “Check conditions” will default to “Check all of the following conditions” and can also be left unchanged.


Select “Visitor Page URL” below “Check conditions”. Copy and paste the event URL from the event to .co. Select “Set visitor department” for the action to perform and set the department to the one created in Step 4. Finally, add a tag specific to your event in order to track analytics for the event.



Note: If the event contains more than one URL you may click the “+” sign next to the first url and add additional visitor page URLs. When you do this change “Check conditions” to “Check any of the following conditions” in order for the trigger to activate if either of the URLs have incoming chat requests.



*Your event specific chats will now route to the team you have selected in departments. If a request comes in when the team is offline or “invisible” on the Zendesk chat dashboard then chats will be routed to the next available agents regardless of department. In order to activate offline hours on the Web Chat widget for your event please see “Setting events chat to offline”



Additional resources:


Should I use the department, department status, or visitor department condition in my Chat trigger?

https://support.zendesk.com/hc/en-us/articles/360051104634