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Good morning everyone, new user here

Long story short, my company is getting a good inflow of users and we want to treat them in a timely manner. In the case that does not happen, we want to route applications taking longer than usual to be routed to a priority q

  • In practice we would have

. Onboarding (applications that are waiting 24 to 48h to be reviewed)

. Onboarding + (applications waiting more than 48h to be reviewed)

  • Challenge

When users create a new conversation in Messenger and they

click on button “Application pending”

Question asked - “When did you signed up”

Based on the date they have said, they are routed to one of the qs above?

  • This could also be applicable questions like “are you using x or y” etc

 

Appreciate the tips

Hi,

You would want to set up some automation rules in your system.

When users click the "Application pending" button, prompt them for their signup date or any other relevant info. From there, you can route them appropriately…..if it's been between 24-48 hours since they signed up and haven't heard back, send them to your regular Onboarding queue.

If it’s longer than that, bump them up to the priority Onboarding + queue.


@Fario Consulting hey there nice meeting you. 

 

I followed your suggestion and after some tried I managed to create the flow thank you.

 

In the meantime I got other ideas and if you can assist or guide me, it would me amazing.

Added the 2 options

One of the options lead to a dead end (we ask the user to wait the described timeframe)

  • Challenge
    • User choses the option that leads to a dead end (will not enter the chat)
    • User picks the same flow again and chooses the other option, that enables to talk with an agent
  • Ask
    • How can we prevent this “abuse”?

Thank you!


@Andrew R. hi!

 

You should not ask when they signed up - you should already know that and sync that info to Intercom as an attribute. Then you can branch out workflows automatically. 

 

Then you do not have these issues of users putting just anything in there… 


@Milan thank you! I will have to find a way to add the attribute as it does not appear now


@Andrew R. Highly recommend integrating your existing systems if they are supported his installable apps in the appstore or use something like Make or Zapier etc to automate getting data into Intercom if your dev team can't prioritize getting the attributes you need using the Intercom Snippet and Custom Attributes or Events. 

 

 


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