Auto reassign for unresponsive teammates

Paul M11 · 2025-08-20T15:17:35+00:00

This recipe will guide you through 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 Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.Select Create from scratch. Step 2: Select your trigger Choose the Trigger from Internal process: If teammate has been unresponsive. This Trigger activates the Workflow every time a teammate 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 workflowYou 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 stating, "Thank you for your patience. We will try to get back to you as soon as possible!" Alternatively, add the Show expected reply time step to the workflow. This will send an automated message with your office hours. If you want the teammate to keep the conversation and reply when they're back online, you can end the workflow here.If you want to reassign the conversation to another inbox, apply actions to Mark as priority and Tag conversation e.g. ‘delayed response’. Then add an action to Assign conversation to reroute the conversation to the desired Inbox. Step 5: Set the workflow liveYou 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 when teammates are inactive.

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