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Assigning to a Team Inbox Based on a Custom Event Message

  • January 29, 2025
  • 1 reply
  • 21 views

Hello everyone! 

Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?

We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.
I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

Best answer by Diogo Silva

Hello Hosam
Yes it is possible, you can do it as follows
1. Create a dynamic, event-based output message:
• Go to the Outbound section and create a new message.
• Under "When to send", add a custom event rule.
2. Configure team inbox assignment:
• When creating the message, choose the team inbox to which replies should be assigned.
3. Use a Workflow for immediate notification:
• Create a Workflow triggered by the same custom event.
• Add an "Add a note" action to create an internal note in the conversation.
• This will alert your team to the new conversation without waiting for the customer to respond.
Remember that events that occurred before the message was activated will not trigger it.


Hope it helps!

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Diogo Silva
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  • February 12, 2025

Hello Hosam
Yes it is possible, you can do it as follows
1. Create a dynamic, event-based output message:
• Go to the Outbound section and create a new message.
• Under "When to send", add a custom event rule.
2. Configure team inbox assignment:
• When creating the message, choose the team inbox to which replies should be assigned.
3. Use a Workflow for immediate notification:
• Create a Workflow triggered by the same custom event.
• Add an "Add a note" action to create an internal note in the conversation.
• This will alert your team to the new conversation without waiting for the customer to respond.
Remember that events that occurred before the message was activated will not trigger it.


Hope it helps!


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