Hi Intercom Team,
In this documentation https://www.intercom.com/help/en/articles/7872967-auto-close-incomplete-workflows-conversations it says that we can customize a message when the chat auto close due to abandoned workflows.
But the option is nowhere to be found.
After going back and forth with your team, they confirmed that the custom message is only available when the workflow use FinAI, and regular workflow doesn’t have this capabilities.
This is completely misleading and the auto-close is not helpful and even create bad customer experience.
Please fix this and add the proper feature as promised in the documentation.
Thank you.