Hi Intercom community!
At the moment there's no way to stop a conversation closing for inactivity while a procedure is running. If a customer drops off halfway through, the conversation just closes. The procedure doesn't finish, nothing gets escalated, and we've got no reliable way of finding it again afterwards. That's fine for most topics but it becomes a problem for anything high-risk or high-priority, where we need the case seen through whether or not the customer comes back to us.
The only workarounds are adding tags and creating extra workflows to reopen these conversations. It would be great to have functionality within the procedure itself to escalate if the user becomes inactive, or a global setting that always escalates to the default inbox if the conversation contains a certain tag & the user went inactive (this might be more future-proof, incase of new features or the same problem found in other existing features)