I have a request regarding better customization of messages in workflows. Specifically, I would like to be able to insert “Show expected reply time” within a custom message, instead of it being sent as a standalone response.
This would be useful for customers who email us, as it would reduce the need for multiple automatic replies.
The “Show expected reply time” feature is very useful, and since it is dynamic and pulls opening hours from the settings, it is important that this functionality remains. However, it would be valuable to be able to combine it with additional information in the same email—such as a signature, links to manuals, or other helpful content.
This would make the automated response clearer, more complete, and more user-friendly.
For your information, it appears that in Intercom’s current behavior, if both “Show expected reply time” and a reply message are triggered at the same time for an email, the dynamic “Show expected reply time” message is skipped, and only the reply message is sent.
This means that when a custom response is configured, the customer does not receive the expected reply time information, even though it is enabled.