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A view for a customer which haven't responded

  • November 28, 2024
  • 2 replies
  • 27 views

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Hi guys,

Someone already asked that question but got a generic answer so i will try again:

I’d like to create a view that shows all the conversations/tickets that we’re currently waiting for the customer to answer on.

So let’s say: If a customer haven’t responded to our last message for let’s say 3 days, show it to me in that view.

I know how to create a view but the conditions/filters is what i need help with

 

Thanks a bunch! :)

 

Ro

Best answer by Shaq Payne

Hey Rotem, Shaq from the Support Engineering team here 👋

 

There’s not a direct way to create a view like that with filters as there is no filter “waiting on customer”, currently. But you could achieve this with a little bit of workaround:

 

Step to achieve this ⬇️

 

1️⃣ In the Settings menu -> Tags, create a new tag, e.g. Waiting on customer

2️⃣ Create a workflow with the trigger Customer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇

Screenshot+2024-11-22+at+13_06_10.png?expires=1733116500&signature=68a869aa83733a3b0385566c5e19ca48b3021fa9b6095b321770bd42d9df0933&req=dSIhFMl4mYVbUPMW1HO4zZebuDeIXJV0kh7Dzg5MebJ9Aw%3D%3D%0A&resize=688x

3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇

Screenshot+2024-11-22+at+13_09_48.png?expires=1733116500&signature=729a766a7d18c3bb90fbb90d200fafc7b12346757917437a934c79d1d32b91aa&req=dSIhFMl4mIVXUPMW1HO4zTWpgz92xG9L9SzVnLv7iAFB%2FA%3D%3D%0A

 

And that's it 🙌

 

You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent. 

 

More information on creating views can be found here

More information on creating workflows can be found here.

 

I hope this helps! Let me know if any questions come up while setting this up.👍

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Shaq Payne
Intercom Team
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  • Intercom Team
  • 27 replies
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  • December 2, 2024

Hey Rotem, Shaq from the Support Engineering team here 👋

 

There’s not a direct way to create a view like that with filters as there is no filter “waiting on customer”, currently. But you could achieve this with a little bit of workaround:

 

Step to achieve this ⬇️

 

1️⃣ In the Settings menu -> Tags, create a new tag, e.g. Waiting on customer

2️⃣ Create a workflow with the trigger Customer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇

Screenshot+2024-11-22+at+13_06_10.png?expires=1733116500&signature=68a869aa83733a3b0385566c5e19ca48b3021fa9b6095b321770bd42d9df0933&req=dSIhFMl4mYVbUPMW1HO4zZebuDeIXJV0kh7Dzg5MebJ9Aw%3D%3D%0A&resize=688x

3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇

Screenshot+2024-11-22+at+13_09_48.png?expires=1733116500&signature=729a766a7d18c3bb90fbb90d200fafc7b12346757917437a934c79d1d32b91aa&req=dSIhFMl4mIVXUPMW1HO4zTWpgz92xG9L9SzVnLv7iAFB%2FA%3D%3D%0A

 

And that's it 🙌

 

You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent. 

 

More information on creating views can be found here

More information on creating workflows can be found here.

 

I hope this helps! Let me know if any questions come up while setting this up.👍


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B

Shaq Payne wrote:

Hey Rotem, Shaq from the Support Engineering team here 👋

 

There’s not a direct way to create a view like that with filters as there is no filter “waiting on customer”, currently. But you could achieve this with a little bit of workaround:

 

Step to achieve this ⬇️

 

1️⃣ In the Settings menu -> Tags, create a new tag, e.g. Waiting on customer

2️⃣ Create a workflow with the trigger Customer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇

Screenshot+2024-11-22+at+13_06_10.png?expires=1733116500&signature=68a869aa83733a3b0385566c5e19ca48b3021fa9b6095b321770bd42d9df0933&req=dSIhFMl4mYVbUPMW1HO4zZebuDeIXJV0kh7Dzg5MebJ9Aw%3D%3D%0A&resize=688x

3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇

Screenshot+2024-11-22+at+13_09_48.png?expires=1733116500&signature=729a766a7d18c3bb90fbb90d200fafc7b12346757917437a934c79d1d32b91aa&req=dSIhFMl4mIVXUPMW1HO4zTWpgz92xG9L9SzVnLv7iAFB%2FA%3D%3D%0A

 

And that's it 🙌

 

You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent. 

 

More information on creating views can be found here

More information on creating workflows can be found here.

 

I hope this helps! Let me know if any questions come up while setting this up.👍

 

Brilliant - thanks so much!

So a few questions:

  1. It won’t do it for retro, correct? only from the point I’ve created it, correct?
  2. Is it applicable for both tickets and conversations or just one of them?

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