Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
Messaging ships with three triggers, and all three arrive switched off. Turn them on before you make the widget visible.
What comes as standard
Three, all firing on the same event, a customer requesting a conversation, and all three inactive when messaging is switched on.
- First Reply. An automated reply so the customer knows the request has landed.
- Request Contact Details. Asks for an email address while the account is away, which is how a conversation started at midnight still reaches somebody.
- All Agents Offline. Warns the customer to expect a delay when no agent is online.
That they are off matters more than what they say. A messaging channel switched on and left alone answers a customer with nothing at all: no acknowledgement, no warning that everyone has gone home, no way to reach them afterwards. Switching all three on and rewriting them is the twenty minutes that turns a live widget into a working one.
A fourth appears later rather than at setup: enable satisfaction ratings and Zendesk creates Request customer satisfaction rating (messaging), with a separate one for social messaging, firing once the ticket is solved.
Edit rather than replace
The standard wording is generic and correct as far as it goes. Rewriting it in your own voice is the single highest-value change you can make to messaging, and it takes ten minutes.
Building a parallel trigger instead leaves two firing, and customers get two greetings.
The first-reply message
The most important sentence in your messaging setup. It is what every customer reads before anything else, and it is where you either set an honest expectation or create one you cannot meet.
Say when you reply. Not "shortly", not "as soon as possible", but a real period.
Check what fires together
Open your own widget and start a conversation. Count the automated messages before a person appears. If it is more than two, something is duplicating.
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