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Creating Flags where there is a conversation surge

  • December 2, 2025
  • 2 replies
  • 170 views
I

Hi Guys,

Please is there a workflow I can implement if there is a spike in interaction that I am notified?

Best answer by Cédric V

Hi ​@Ifeoluwa. A 

This question is very interesting because it highlights a highly relevant optimization opportunity for support teams, thanks for that.
 

Beyond what ​@Sean M  mentioned, it’s also possible, using an external automation tool, to store the history of these volume spikes (day, time, intensity) within the same workflow, so that support can be better prepared in the future and resources can be organized more proactively.​
 

The main thing to watch out for is the design of the workflow: prioritizing a cron-based trigger over reacting to every single new conversation individually is often more robust and cost‑efficient. Instead, it’s usually better to periodically fetch conversations over a given time window (based on their created_at) and analyze these time slices, which makes the signals more reliable and the workflow itself more resilient and easier to maintain.

    2 replies

    S
    Intercom Team
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    • Sean MIntercom Team
    • Intercom Team
    • January 5, 2026

    Hi ​@Ifeoluwa. A, Seán here from the Intercom engineering support team 👋 

    Intercom does not provide a built-in, out-of-the-box alerting system specifically for sudden spikes in incoming user messages. Most teams currently rely on dashboards that require manual monitoring, and there is no default proactive alert for support volume spikes. 

    This type of automated notification would require a custom build but one way you could do it is:

    • Monitor the number of conversations created by Leads and Users using the conversation.user.created webhook.
    • Then send and email or slack message to a channel or some other form of notification when it hit a threshold within an hour period or something like that.

    Let me know if you plan on creating this as a customer solution and if you have any questions on how to do so!

    Cédric V
    Innovator ✨
    Forum|alt.badge.img+3
    • Cédric V
    • Innovator ✨
    • Answer
    • January 6, 2026

    Hi ​@Ifeoluwa. A 

    This question is very interesting because it highlights a highly relevant optimization opportunity for support teams, thanks for that.
     

    Beyond what ​@Sean M  mentioned, it’s also possible, using an external automation tool, to store the history of these volume spikes (day, time, intensity) within the same workflow, so that support can be better prepared in the future and resources can be organized more proactively.​
     

    The main thing to watch out for is the design of the workflow: prioritizing a cron-based trigger over reacting to every single new conversation individually is often more robust and cost‑efficient. Instead, it’s usually better to periodically fetch conversations over a given time window (based on their created_at) and analyze these time slices, which makes the signals more reliable and the workflow itself more resilient and easier to maintain.

    Cédric Vogler — FR,EN — Automation & Customer Success | Optimizing Fin, knowledge bases, and automations (n8n / Make / APIs) to reduce ticket volume, improve time to resolution, and scale Customer Success operations.
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