Skip to main content

Hello everyone, we are configuring our inbox rule in the Intercom and want to implement the following:

1.When the ticket is created, if there is still no first response for 5 minutes, then the agent will be alerted (pop-up notifications or sent an email).

2.If a ticket remains unresolved for 4h, the Leader will be alerted (pop-up notifications or sent an email).

 

But we are now experiencing some blocking and we don't know how to pop up a notificatoin or send an email through the workflow or inbox rule. Any recommendations?

 

Thank you!

 

Hey @Monica Wang 👋

Larissa here from Intercom Support.

At the moment, it’s not possible to send an email or a pop-up notification when the conversation has no replies from an agent within a specific period of time.

You could, however, mark the conversation as priority and/or assign the conversation to a manager whenever the teammate has been unresponsive, as per the example below 👇

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

If the manager uses Intercom, they would see the conversation open on their Inbox. Also, the manager could update their notification preferences to receive an email whenever a conversation has been assigned to them. This would be a workaround for them to be notified about this.

They could update their notification preferences by hovering their profile picture at the bottom left side and then by going to Your account > Notifications:

 

 

I hope this helps! 

Got it, thank you so much~

Reply


Terms & ConditionsCookie settings