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Adding a “Wait until in Business Hours”

Related products:Workflows
  • December 10, 2024
  • 4 replies
  • 120 views

Adding a “Wait until in Business Hours”

In the below screenshot we’re setting up a workflow for unresponsive customers, allowing tickets to close after x days. However we don’t want someone getting the auto message and subsequent close outside of business hours.

I hoped using branches would fix this however the ‘Until’ logic means if the ticket was meant to close before business hours (Eg 7:30am) it will wait til tomorrow 9am to close. 

Their should be the option to send next time time is in business hours.

 

4 replies

Jennifer K
Intercom Team
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  • Intercom Team
  • January 6, 2025

Hi ​@Sam Helm 

Jennifer here from Intercom
 

What is the reason you don't create two separate Workflows with Trigger rules based on office hours rather than using one Workflow with branches?


  • Author
  • New Participant
  • January 6, 2025

Hi ​@Jennifer K , 

I ended up using branches as we already had to make 2 workflows here, one for weekdays (wait until next day at 9am) and one for weekend (wait until Monday).

Having said that, could you elaborate how 2 workflows would fix the issue I laid out in the first message as it could be something I haven’t seen. Currently, if the wait until x days runs out before our business hours the wait until logic causes the workflow to wait another 24 hours before sending the message. It’s not a disaster by any means but from my perspective have an option to “Wait until business hours” seems sensical, it would also allow companies who don’t operate 9-5 to send when they need.

 

 


Jennifer K
Intercom Team
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  • Intercom Team
  • January 13, 2025

No you are correct this is a feature request but was just making sure I had not missed something! I will let them know you’d love to see this implemented


Nurit
Innovator ✨
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  • Innovator ✨
  • March 23, 2025

Upvoting this. We could really use the "wait until business hours" option since we work on Sundays, so the "next Monday" option isn't helpful, leading us to use multiple "wait" actions.