While I can setup SLAs, etc. I'm thinking of some way for there to be a call-to-action (e.g. an email sent/forwarded) to make the team aware as they may not be in Intercom 24x7
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Does anyone have any tips on automating escalations? Basically, taking automated action after a conv. has been dormant for x mins?
Best answer by Milan
Hi @adam w11β so you want to message your team about the missed conversation?
There's nothing as a setting, but what might work is using Automation Rules where the action would be Custom Action. You can then trigger either Intercom API to send an outbound email to a fixed email address (your team) or perhaps use another 3rd party app API that will trigger some messaging/notification.
This is just an idea, haven't had time to test it and see if it can actually be set.
/thanks @diana t12β
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