Workflow Chat Trigger to specific countries but excludes others

Question

Hi!

We have two support teams in two different countries with a 14 hour 30 minute time difference and sometimes need to set up a workflow for our chats but have it only send to our customers in one region. (for example one country has a national holiday and is out of office but the other does not)

We tried with a workflow set up; When customer visits a page-I added an Audience to this. Where the audience was set to Visitors, Users, and Leads ‘Country is X’. However, it shows no people match these rules yet in the audience menu. And this made it so the workflow did not trigger for anyone.

What is the best way for us to set this up for the future where certain chat workflows trigger only for certain countries?

Aleksei O · Answer

Hi ​@Cara, so you mentioned that you have two separate support teams. Can I ask, how exactly they are divided? If it’s an unlikely but lucky division by continent in this case, you can segment the audience by using Continent code People attribute.Another lengthy but one-time setup would be to create a workflow (triggered after first message)that writes a custom People or Conversationdata attribute (e.g. support region) based on the user's country. You will have to add all of the countries manually, but once the attribute is there, you can use it in the workflows to assign it to the correct team.Let me know if you’d like more details on the workaround!

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