Use Fin to re-engage customers waiting on a first reply

Kevin Furlong · 2025-05-28T12:31:07+00:00

Recently we made a small change with a big impact in our Intercom workspace. We’ve now enabled Fin to re-engage customers if their conversation hasn’t been picked up yet. After a set wait time, Fin checks back in: “While you're waiting, would you like to chat with me (Fin AI Agent)?” If the customer says yes, Fin will attempt to resolve the customers issue. If not, the conversation stays right where it is in the team queue. Why this matters?Because it’s a game-changer for speed and efficiency. We’re seeing more conversations resolved automatically, fewer customers waiting around, and less work piling up for the team. How to enable it in your workspace: Go to your Workflows page Create a new workflow using the If teammate has been unresponsive trigger In your audience rules select the team inbox(es) you want this to fire in, and the amount of time the Workflow should wait before firing (e.g. teammate has been unresponsive for 1 hour, this means the conversation has been waiting an hour with no human reply) Have an opening message telling your customer Fin is here and ready to help with yes and no reply buttons If yes, next step in the Workflow is to Let Fin Answer If no, send another message telling the customer they are still in the same position in the queue (you can also link to this message if the customer does re-engage with Fin, Fin can’t resolve and the customer asks to talk to a human Bonus tip: Create a new tag and tag the conversation if the customer chooses to talk to Fin again. With this, you can report on how many conversations were resolved by Fin re-engagingAnd that’s it — Fin will take care of the rest 💬⚡

Use Fin to re-engage customers waiting on a first reply | Community

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded