We have a few of our team who have to switch to cover various lanes throughout the day. Is there any way to schedule these in advance to change the teammates inbox at the scheduled time?
Is there a way to schedule teammates being routed into specific inboxes?
Best answer by Diogo Silva
Hi Jacobo,
Intercom currently doesn't have a built-in feature to automatically schedule teammates to switch inboxes at specific times. However, you can manage this manually:
Teammates can set their status to "Away" when switching lanes.
They will then be able to join the new team inbox and set their status to "Active."
To avoid reassigning during transitions, teammates can turn on "Reassign Replies" when they are "Away."
For round-robin tasks, teammates can toggle "away mode" to control their inclusion in the rotation.
While not automated, these steps allow for flexible inbox management throughout the day.
Reply
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOEnter your E-mail address. We'll send you an e-mail with instructions to reset your password.