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Automatic message to warn of a high volume of messages

  • June 2, 2021
  • 1 reply
  • 985 views

Hi everyone 👋

 

I'm looking to do something like Stripe is doing (screen capture).

 

Let me explain : we are currently facing a high volume in our chats. Our response time is much too high. I would like to warn our customers about that. I went on our Stripe's account which has that kind of message and I love it. Can someone explain me how to do that properly when a customer write to us to warn him?

 

Have a great day,

 

David

 

image

Best answer by Eric Fitz

Hey @user1083​, I can't say for certain, but I don't think that's an automated message in the screenshot you've shared! It looks to me like the teammate might be using a Macro as their first reply for incoming conversations.

 

Alternatively, you can leverage Intercom's API for this - specifically, the "Reply to a conversation" endpoint.

 

You can also edit the Messenger so that it shows a special notice at the top, which is ideal for letting your customers know about delays - this guide will show you how to do this.

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Eric Fitz
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  • June 4, 2021

Hey @user1083​, I can't say for certain, but I don't think that's an automated message in the screenshot you've shared! It looks to me like the teammate might be using a Macro as their first reply for incoming conversations.

 

Alternatively, you can leverage Intercom's API for this - specifically, the "Reply to a conversation" endpoint.

 

You can also edit the Messenger so that it shows a special notice at the top, which is ideal for letting your customers know about delays - this guide will show you how to do this.


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