Not sure, maybe such option already exists, but it would be great to have one more option in type of chats like “open”, “snoozed”, “closed” https://prnt.sc/hQ2a3FjZEZhp. The option can be like “no response or waiting for response” or any other name. The purpose is to use workflow “Follow up with inactive customers” so that bot will message only inactive client, and won’t send message to those clients who waits until we answer them (in case our tech team checks their issue)
Submitted
Chats new status like “open”, “snoozed” and “closed”
New→Implemented
Hi there,
I wanted to check if the feature I previously requested has already been added, as I can’t seem to find it.
Perhaps I wasn’t entirely clear in my initial explanation, so I’d like to clarify. In our chat inbox, we have three states: Open, Snoozed, and Closed https://prnt.sc/hQ2a3FjZEZhp. We also have a workflow for inactive customers, which is triggered when customers don’t respond. However, there are also chats with open investigations, and these can remain open for an extended period. These chats shouldn’t be included in the workflow.
My request is to introduce another chat state (for example, "tech") where we can assign such chats, so that the workflow can be set to exclude this new state https://prnt.sc/ZuV9pfLLow2q. Currently, I’ve found a workaround by adding tags, but for chats like those from Facebook and Telegram, once a tag is added, the workflow stops functioning until the tag is manually removed.
+1- Intercom Team
Apologies all, looks like there was a misunderstanding of the request here. This feature does not exist currently so I have changed the status back to submitted.
+1- Intercom Team
The following idea has been merged into this idea:
All the votes have been transferred into this idea.
All the votes have been transferred into this idea.
+1- Intercom Team
The following idea has been merged into this idea:
All the votes have been transferred into this idea.
All the votes have been transferred into this idea.
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