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Is there a way to schedule teammates being routed into specific inboxes?


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?

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.

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2 replies

Diogo Silva
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  • Active User
  • 23 replies
  • Answer
  • February 11, 2025

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.


Nathan Sudds
Expert User ✨
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  • Top Expert
  • 288 replies
  • February 11, 2025

@Jacobo Tovar ​@Diogo Silva Interestingly, I was just having a conversation about this same goal with a consulting client and we were wishing Intercom had some built-in features for handling this. 

 

What we were considering is a workflow where the agents pick up the assignments themselves to experiment with the switches but it would be great to have some team scheduling tools that would allow switching their focus more easily between active assignments.

 

This could be a good feature request for the Ideas section!


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