I would like to request for Triggered shortcut message to be able to initiate the action assigned to this shortcut. For example, if a shortcut has a “Transfer action” and trigger sends this shortcut, the action should be triggered as well. Currently, only the text message from the shortcut is being sent by the trigger without its action.
It can significantly improve the “Welcome triggers” and allow customers a smoother connection to the appropriate department. Which can lead to a more positive chat experience overall.
Hi @OConnor ,
Thank you for sharing this feature request and for explaining the use case in detail. I can definitely see how allowing triggered shortcuts to also execute their assigned actions — such as Transfer actions — would help create a smoother and more efficient customer experience, especially routing chats to the appropriate department automatically.
At the moment, triggers only send the shortcut message content and do not execute the actions attached to the shortcut. However, I will pass your suggestion along to our team for consideration in future updates to see if we can support actions being triggered alongside shortcut messages.
We truly appreciate your feedback and ideas for improving the workflow experience.
I agree, this would be a great improvemet.