We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules
Answered
I want to use teammate's last reply option in rules but it doesn't show in hours
Best answer by Pavel Kozlov
Hey Maria, I recommend trying the ‘Teammate has been unresponsive’ trigger in workflows. It offers setting an unresponsive time in hours. See this article for more details. Let me know if it helps.
- Employee
- 6 replies
- Answer
Hey Maria, I recommend trying the ‘Teammate has been unresponsive’ trigger in workflows. It offers setting an unresponsive time in hours. See this article for more details. Let me know if it helps.
Unfortunately we do not have that functionality in the paid version and we do not have the budget to pay, is there another option?
You can use workflows to check if a teammate hasn’t replied within a set time and then auto-assign it to another team. Try setting up a time-based rule in automation. If "last reply" isn’t available in hours, a workaround is using SLAs.
1 person likes this
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 SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.