Allow to configure the 2min-window of sending emails | Community
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Allow to configure the 2min-window of sending emails

Related products:Core Inbox
  • September 18, 2025
  • 0 replies
  • 53 views
Pamela Van Gasse
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Received from Intercom Support : 
So if a workflow triggered on a customer's email and the customer sends another email within a 2-minute window, the workflow will not run again.

Some of our customers send us a lot of emails during a small period of time. Because of this settings, a lot of those emails are not handled by the workflows we have in place to get the conversations assigned to the correct teams. Therefore, a lot of what is coming in, is unassigned, leaving us with much manual work to assign everything.

Could this 2 minute window be made configurable ? 

B
  • Brigita
  • New Participant
  • October 31, 2025

We’ve been facing exactly the same challenge, especially that our contact form submissions are submitted via the forward method. This means they all initially come from the same (internal) email address, before it’s removed and the conversation participants are updated. On rush hours the number of the email conversations that do not trigger the team assignment (and other) workflows due to the 2-minute threshold per user, can pile up pretty fast.

As a temporary workaround, we are using the following setup:

  • Handle (or have a copy of main workflow) the team assignment via a Reusable workflow type.
  • Setup another “emergency” workflow with a simple setup:
    • Use trigger “If teammate has been unresponsive”, set the minimum time (30s),
    • Adjust the audience conditions to only handle the unassigned conversations (or whichever conditions apply)
    • Add a single action step to pass the conversation to the Reusable workflow that handles the team assignment. 

Hope this helps! But all in all, it would be nice to have a more permanent solution. 

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