Snooze Automation to Reassign

Question

Has anyone cracked the limitation of customers being unsnoozed in a workflow? I know that if the conversation is snoozed via the workflow, the reassignment to an agent is not possible. Has anyone come up with a workaround?

Jacques Reynolds · Accepted Answer

Hey ​@Dhawal Thumar👋 Jacques here from Intercom Support. I hope all is well today!You are correct, if a conversation is snoozed via a workflow, reassignment to an agent is not possible directly through the workflow. When a conversation is snoozed, it will remain assigned to the original agent unless it is unsnoozed due to a customer reply, an admin reply, or the snooze period expiring. There is no built-in way to automatically reassign the conversation to another agent upon unsnoozing within the workflow itself.A possible workaround is to create a workflow that automatically snoozes conversations after a period of customer inactivity and assigns them to a specific inbox. However, if an agent manually snoozes the conversation, it will remain with that agent when unsnoozed unless reassigned manually.In summary, there is no native solution to reassign snoozed conversations upon unsnoozing, but workflows can help with inbox-level assignment in some cases.Hope this helps!

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