Skip to main content
Answered

Abandoned Phone Calls


Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. 

This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations?

Any help is much appreciated!!

Best answer by mateusz.leszkiewicz

Hi ​@ChelseaRentPrep It’s Mat from the Support Engineering Team 😀
 

To address the issue of calls being "abandoned in routing" and remaining open, you can set up a workflow to automatically close these conversations. Here’s how you can do it:

  1. Workflow Setup: In the workflow editor, use the "Hang up" action. This allows you to add follow-up actions after the call hangs up. You can select "Close conversation" to automatically close the conversation after the call is abandoned .
  2. Tagging and Automation: If the call is abandoned without a selection, you can apply a tag (e.g., "abandoned") to these calls. Then, create a separate workflow using that tag as an audience rule. Use the trigger "Customer has been unresponsive" and set the idle time before the workflow triggers to close the conversation .

These steps should help manage and close conversations that are abandoned during routing, keeping your workspace organized and efficient.

View original
Did this topic help you find an answer to your question?

2 replies

mateusz.leszkiewicz
Intercom Team
Forum|alt.badge.img+5

Hi ​@ChelseaRentPrep It’s Mat from the Support Engineering Team 😀
 

To address the issue of calls being "abandoned in routing" and remaining open, you can set up a workflow to automatically close these conversations. Here’s how you can do it:

  1. Workflow Setup: In the workflow editor, use the "Hang up" action. This allows you to add follow-up actions after the call hangs up. You can select "Close conversation" to automatically close the conversation after the call is abandoned .
  2. Tagging and Automation: If the call is abandoned without a selection, you can apply a tag (e.g., "abandoned") to these calls. Then, create a separate workflow using that tag as an audience rule. Use the trigger "Customer has been unresponsive" and set the idle time before the workflow triggers to close the conversation .

These steps should help manage and close conversations that are abandoned during routing, keeping your workspace organized and efficient.


Hey Mat! Thanks for your reply! 

 

For your first recommendation, I do have the hang up & close conversation set up in sections B and C (and it is working as expected). How could I incorporate this so that when someone abandons in Section A? This is where we are seeing abandoned calls resulting in unassigned, open conversations in our inbox. 

 

For the second recommendation, it was my understanding for calls we can only use the When a customer calls trigger since the Phone is not a channel option in any of the other triggers. Is that accurate or can I still use the other triggers for calls?


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings