​@tysonharry hi!

So, if they are inactive it does not make much sense sending them chat messages… it’s the email you should send.

Create either individual emails or chain them in Series, that should trigger based on anything that shows activity. If you are not syncing anything that shows activity I strongly suggest doing it as than Intercom becomes powerful tool. If not you can just use Last Seen. 

In my experience, this should always be laser focused, targeting specific activities and pitching them in the content of the message.

To create a workflow for re-engaging inactive customers in Intercom, start by identifying segments of users based on their inactivity duration, such as 30, 60, or 90 days. Use targeted triggers to automate communication and choose the appropriate channels based on your user base. For instance, email campaigns can be effective for highlighting new features or offering exclusive deals, while in-app messages or push notifications can engage users more dynamically when they return.

A good practice is to personalize the messaging to remind users of the value they’re missing out on. For example, after 30 days of inactivity, send an email showcasing exciting updates. If there’s no response, follow up a week later with a push notification offering a time-limited discount or incentive to log back in. Pair this with in-app messages to welcome them back and guide them toward completing specific actions that re-establish engagement. A combination of channels ensures better reach and results.

Agreeing with other points here, email is most likely your best bet and depending on your business there will be some key ways to engage -- I would also second what ​@Milan said about activity, beyond just “last seen” the more helpful events and data you can get into Intercom about the user, team and company can help to understand how to engage for example Custom Attributes or Custom Events  go beyond what Intercom tracks out of the box so you can use that dynamic data in your messages and workflows.    

If you have access to Series you can create a whole set of messages to bring them back but if you don’t have Series you can do something similar with Outbound messages with the Audience / When to Send / Where to Send filters and triggers.  It will show you a sample of who the message would be sent to based on your configuration so you can be sure the audience is configured correctly as well before you set it live. 

Hope this helps!