Hey Valentin, 👋

Have you thought about enabling a dedicated bot inbox to route these Custom Bot conversations? It's primary use case is to keep incomplete Custom Bot conversations from the view of your team until they're completed - it would allow you to keep those conversations in a separate inbox but would keep them in that inbox at any point in the bot path prior to the ending. You could also set up an Assignment Rule to route those abandoned conversations to make them easier to find. Take a look at this article and see what you think: 👇 https://www.intercom.com/help/en/articles/3722087-keep-bot-conversations-in-a-separate-inbox

Yes, we do use a dedicated bot inbox. Sadly, we also use a lot of bots and it tends to get really messy in there. You have to scroll down the list and identify the chats that belong to a certain Custom Bot. When you have to go through a huge number of chats it is not efficient :(