Feature Request: Allow Automated Replies (Workflows / Fin) to Reset Inactivity Timers
Summary
Add a configurable setting within conversation triggers/workflows (e.g., “Customer hasn't received a reply in X days”) to allow automated workflow messages or Fin responses to count as a valid reply, thereby resetting or stopping the inactivity timer.
1. The Problem
Currently, the inactivity timer for unanswered conversations only resets when a human teammate manually replies. Automated messages—such as status updates sent via Workflows or AI-driven updates from Fin—are ignored.
This causes automated reminder/escalation workflows (e.g., tagging a ticket as neglected or escalating after 3 days) to trigger even when the customer has already received an automated update or resolution in the meantime.
2. The Solution
Introduce a toggle or dropdown in workflow inactivity triggers:
-
"Count automated replies as activity" (Toggle:
On / Off) -
Or a scope selector: "Considered as a reply:"
-
Teammates only (Current default)
-
Teammates + Workflows / Bots
-
3. Real-World Use Case
-
Workflow A: Sends an automated progress update to the customer on Day 2 ("We're checking with logistics, hang tight!").
-
Workflow B: Built to flag tickets left unanswered after 3 days.
-
Current Outcome: Workflow B fires regardless, falsely tagging the ticket as neglected.
-
Desired Outcome: Workflow A's message resets the 3-day clock because the customer has already been updated.