Currently, “Customer Unresponsive” workflows only apply to conversations, not outbound messages. This creates a major limitation for users who rely on Series to email customers for required actions or information.
For example, many teams send Series emails asking customers to verify details or take action, and if there’s no response, they need to trigger follow-up actions like creating a back-office ticket to deactivate an account.
However, because Series emails aren’t treated as “messages,” these workflows can’t detect when a customer hasn’t replied. This gap prevents essential automation and forces manual workarounds.
Suggestion/Request: Extend “Customer Unresponsive” logic to include outbound Series messages (emails). Doing so would unlock critical automation capabilities and align outbound and conversational messaging behaviors.