How to create a trigger to send all chat messages to customer’s email automatically?

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.x
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu 22.04
  • Browser + version: Chrome 125.0

Expected behavior:

  • All messages sent by an agent via chat should be automatically duplicated to the customer’s email address.

Actual behavior:

  • The trigger with the condition Channel is Chat and the action Send Email Notification to Customer does not work.
  • The customer sees the message in the chat window but does not receive a copy by email.

Steps to reproduce the behavior:

  1. Create a trigger with the condition: Ticket Channel is Chat.
  2. In the actions, set: Email Notification → Recipient: Customer.
  3. Send a chat message from the agent side.
  4. The customer receives the chat message but no email.

Question:
How can I properly set up a trigger (or other mechanism) so that every agent message in a chat is also automatically sent to the customer’s email?

2

Could you share your trigger with us?