Skip to main content
Answered

I simply want to send an automated response email to Users who have waited longer than X minutes. What's the best way to do this?


I simply want to send an automated response email to Users who have waited longer than X minutes. What's the best way to do this?

Best answer by Roy

Hello @romel​ 👋, Welcome to Interconnect ✨

 

The best way to do this is to tag conversations via the Automation rule:

mailreplyThen use third-party tools like Zapier to send the e-mail:

tagconversationsI hope this will be helpful, let me know if you have any further questions about this topic.

View original
Did this topic help you find an answer to your question?

5 replies

Forum|alt.badge.img+5
  • Expert User
  • 1152 replies
  • Answer
  • May 13, 2021

Hello @romel​ 👋, Welcome to Interconnect ✨

 

The best way to do this is to tag conversations via the Automation rule:

mailreplyThen use third-party tools like Zapier to send the e-mail:

tagconversationsI hope this will be helpful, let me know if you have any further questions about this topic.


  • New Participant
  • 4 replies
  • May 24, 2021

I'm not sure I understand the answer to the question. It seemed like Romel wanted to send an email to a customer, not just tag the conversation. What am I missing?


Kevin Bendixen
Top Expert ✨
Forum|alt.badge.img+5

@zach b​ You probably didn't click on "Expand post". Roy mentioned, that you can use this tag to trigger an email afterward.

@romel​ If I remember correctly Intercom is also working on bringing this new rule setting to email soon-ish. Then you wouldn't have to use Zapier.


  • New Participant
  • 4 replies
  • May 26, 2021

@kevin b​ It's true, I didn't expand post, but I'm glad that I didn't because I got to see your suggestion too! 🙂

 

For both your's and Roy's response, it seems like it's sending another email thread to the customer. Is that right?

 

If so, that's not ideal in either case because it's a separate thread, and if a customer replies back later to the auto-response then it's a different thread - like what you see in the screenshot attached here.

 

This is a pretty significant gap in Intercom's feature set.

 

Screen Shot 2021-05-26 at 11.25.55 AM


Kevin Bendixen
Top Expert ✨
Forum|alt.badge.img+5

@zach b​ You are right, both solutions would send a new email, thus creating a new conversation thread. You could probably use Intercoms API to reply to the initial email by the customer, but I'm not a developer, so I couldn't tell exactly how to do that.


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings