Keep Special Notices Visible After User Messages

Hi ​@Tonje Ness Meinhardt 👋

I don’t know if this is something Fin will implement in the future in the context of Special Notice, but a Workflow with customisable message can be created based on your office hours availability to be sent to users when they start a conversation, and the team is not available. For most of my setups, I have specifically 2 workflows with Fin running, tackling both situations, and it only requires the team to maintain accurate office hours rather than creating Special Notice every time.

Hi, ​@Aleksei O 👋🏻

Thanks for the feedback. I’ll give some thought to how we can use workflows for this, I just need a bit of time to properly wrap my head around it. The challenge is that things are often quite fluid; for example, the few hours we’re closed are sometimes rescheduled to a different day, or another time of the day.

​@Tonje Ness Meinhardt Specifically for this reason, I would recommend relying on custom hours and workflows with branches (or Escalations based on team availability as suggested in your previous thread): it’s much easier to add exceptional closure to your workspace than maintain a Special Notice, I think 😃

​@Aleksei O, It’s amazing—there are so many ways to do things in Intercom, and so many options to explore. Even after two years of using Intercom and Fin, there’s still a lot to learn about how everything works and behaves in practice.

Today, we use default office hours along with the Holidays & Closures feature for special events where we have limited opening hours. In our flows, we use a branch with “Outside office hours” and “else.” So any changes to the default office hours are automatically reflected in the flow. 

For shorter, mid-day closures (e.g., one to three hours), we typically manage expectations by using a message in the Special Notice instead, so we don’t have to adjust the flows or messages in the flows. That said, we know there are many different ways to approach this.

Thanks for sharing your experience with us. 😄