Close/prevent replies to Outbound Messages after a set amount of time | Community
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Close/prevent replies to Outbound Messages after a set amount of time

Related products:Proactive Support
  • January 29, 2025
  • 1 reply
  • 26 views

It would be nice to be able to close a message created in “Outbound” (FKA proactive support) automatically after a certain number of days to prevent users from replying to old messages instead of starting a new one.

1 reply

  • New Participant
  • February 12, 2026

We are creating different Outbound workflows for different pages. Right now, Intercom only allow us to close conversations on general AI & Automation settings. But it would be great to be able to set different waiting times for each Outbound workflow, as it is in Inbound workflows.

Fin support also struggled a little to provide me precise solutions to Outbound. It kept referring to Inbound workflows, and I had to push it a little until I got the proper answer:

“Outbound workflows behave differently than inbound ones. The "Close conversation" action in outbound workflows won't work as expected because conversations triggered via outbound workflows follow different routing rules.
For outbound workflows specifically, you need to enable the auto-close setting instead. Go to Settings > AI & Automation > Automation and check the box for "Auto-close abandoned workflow conversations" - this will close outbound conversations after the timeframe you specify.
The wait and close actions you added won't function properly in outbound workflows because they don't follow the same assignment and closure logic as inbound conversations.
Try enabling that auto-close setting and let me know if your outbound conversations start closing properly after that.”

Thanks for the amazing work your team is doing, anyways! :)