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Unresponsive Customer Reporting for conversations

  • May 7, 2025
  • 3 replies
  • 138 views
C

I need to measure the duration it takes for specific contacts to reply after one of our teammates sends them a message. Intercom's standard reports focus on our team's response time, but we need the reverse perspective – the customer's reply time to our messages. This is crucial for identifying unresponsive contacts who may need their details updated. Is there a built-in report, feature, or a recommended method within Intercom to easily achieve this specific type of response time tracking and potentially flag contacts based on their responsiveness?

Best answer by Paul B12

Hi ​@Christopher Lorusso Paul here from support engineering.

Intercom doesn’t have a built-in report for customer reply time, but here are two ways to track it:

1. API Method:
Use the Conversations API to:

  • Fetch each conversation

  • Compare the timestamp of the teammate’s last message vs. the customer’s next reply

  • Calculate reply time and flag slow responses

2. Workflow + Tags (No Code):
Use a Workflow to wait for a customer reply within a set time. If they don’t respond, tag the user or leave an internal note useful for flagging unresponsive contacts.

Let me know if you’d like help setting either up!

3 replies

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • 118 replies
  • Answer
  • May 18, 2025

Hi ​@Christopher Lorusso Paul here from support engineering.

Intercom doesn’t have a built-in report for customer reply time, but here are two ways to track it:

1. API Method:
Use the Conversations API to:

  • Fetch each conversation

  • Compare the timestamp of the teammate’s last message vs. the customer’s next reply

  • Calculate reply time and flag slow responses

2. Workflow + Tags (No Code):
Use a Workflow to wait for a customer reply within a set time. If they don’t respond, tag the user or leave an internal note useful for flagging unresponsive contacts.

Let me know if you’d like help setting either up!

C

Hi ​@Paul Byrne, 
Thank you for the guidance, I started last week with the workflow tag method will see how the results look in the coming weeks and will be sure to reach out if I require any assistance. I appreciate you taking the time to outline multiple solutions.

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • 118 replies
  • May 21, 2025

Hey ​@Christopher Lorusso sounds good to me.

Reach out to me again if we don't see an improvement. 

In the meantime have a good week :)


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