Auto-close incomplete Workflows conversations/ with ticket

Question

Hi!I’m new to Intercom and Workflows. I’m a French speaker, so apologies if some of the wording isn’t perfect.We use Intercom to communicate with professionals using our AI tool for healthcare.To improve efficiency, we created a Workflow that automatically generates tickets depending on the issue type.I looked into the “Auto-close incomplete Workflow conversations” option, but it doesn’t work in our case, since most of our Workflows end with a ticket.I also considered using the “When the customer doesn’t respond” trigger, but that doesn’t help either—because it’s the bot (not a human) interacting with the user.And most importantly: I don’t want conversations to close automatically when the Workflow ends, because our goal is to continue helping the client if they still need support.Fin suggested I try using tags inside the Workflow to trigger auto-close only in specific cases.So I was thinking: what if I add a tag like “not_finished” while the Workflow is still in progress, and then switch to a “finished” tag at the end?But here’s my real question:If both tags end up staying on the conversation, will the auto-close logic still trigger just based on the “not_finished” tag—even if “finished” is also present?Because I want to be sure that only conversations that aren’t completed get closed, not all of them.I’d really appreciate your ideas or suggestions!One idea I had was to build a reusable Workflow and trigger it manually when needed.Thanks a lot—I look forward to your feedback!

Conor · Accepted Answer

Salut ​@Vicky Laberge, bienvenue á Intercom et notre Community! I think you are correct, and yes you can also use extra logic within the workflow to make sure that double-tagged conversations are handled correctly.In your auto-closeworkflow, set up a branch for the different options (assuming that my tags are “Incomplete” and “Conversation Completed”)both tags (Conversation tag is Incomplete AND conversation tag is Conversation Completed)incomplete (Conversation tag is Incomplete AND conversation tag is not Conversation Completed)complete (Conversation tag is Conversation Completed AND conversation tag is not Incomplete)The logic for incomplete conversations would look like the screenshot below, and you can then branch the logic according to what you want/ need.

domizie828 · Answer

That tag logic sounds reasonable. Using separate “incomplete” and “completed” tags with branching in the auto-close workflow should work fine. Just make sure your closing rule only triggers when “completed” is not present.

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