Skip to main content

Hello there community.


Maybe someone can help me, here’s the situation:


I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.

However, we have many cases where customers abandon the bot and don’t respond to the questions. In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot. Does anyone know how to configure this within the automation, instead of the default 15-minute setting?

For better understanding:

1 - We send a question to the customer, and it only moves to the next step if they respond.

2 - I need to create an automation flow that prompts the customer every 15 minutes if they don’t interact for a certain amount of time, encouraging them to return to the chat and continue answering the questions.

3 - If they don’t respond, I need to set up the automation to close the conversation automatically, but only after 1 hour without any response.

Hey there ​@Bruno Martins! Emily here from Support Engineering 👋🏼
 

You could set up an "Customer has been unresponsive" workflows here for this issue!

Here's how you can configure it:

  • Go to Automation > Workflows in your Intercom dashboard and click on "New workflow."
  • Choose "Create from scratch" and select the trigger "Customer has been unresponsive."
  • Set the inactivity timer to control how long a customer should be idle in a conversation before the workflow is triggered.

You could set three of these up, one running for each 15 minute interval - e.g. One for 15 mins, one for 30 mins, one for 45 mins, and then finally close the conversation after an hour.


Hopefully this helps!

Reply


Terms & ConditionsCookie settings