This recipe will show how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.

Check out the video walkthrough here on how to set up this workflow.

Step 1: Start a New Workflow

1. Go to the Workflows section in your Intercom workspace here.

2. Click + New Workflow (usually at the top-right of the screen).

Select Create from scratch.

Step 2: Select Your Trigger

• Choose the Trigger from During Conversation: If customer has been unresponsive.

This Trigger activates the Workflow every time a customer stops replying, not just the first time.

Step 3: Configure Trigger Rules

• Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered.

• Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversations
  This ensures the Workflow only runs if the conversation matches the filters.

• Channels: Select which Inbound channels (e.g., Messenger, Email, WhatsApp) you want this Workflow to apply to.

Step 4: Build the Workflow

You are now in the workflow builder and can add the actions to build out the Workflow. Click the + Add Step button to add an action.

Here's an example of how this workflow could set up.

Start the workflow with a message such as "Just checking if you are still there? Let us know if you need any help"

Add a Wait action that delays further workflow messages. Configure how long the wait time should last and whether this can be interrupted if a teammate or customer replies.

Add a message after the Wait action such as "This conversation will now be closed"and add another action to Close the conversation.

Note:

• When a customer has been unresponsive - workflow will trigger if a customer has been inactive after a teammate reply, for the length of time specified.


• When you start a new conversation from the Inbox - workflow will only trigger if the customer replies and then becomes unresponsive to new messages. However, messages you send from Outbound won’t trigger the workflow at all.


Step 5: Set the Workflow Live

You have now configured the entire workflow. You will see an overview of the trigger and the corresponding action.

• To activate it, simply click the Set it live button.

Your workflow is now active and will follow-up with unresponsive customers.