Hello,
I would like to create a workflow to:
1-When a new email message comes, assigns it to a specific inbox , let’s call it A
2-When the message is responded to the customer, it will assign to another inbox, let’s call it B
3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.
Best answer by Nathan Sudds
For example you could have one that’s setup to be “Waiting on Customer” where you can click to see all the messages waiting on the customer to reply but they would be out of your “Inbox” view that you create that has only the messages that are important to reply to etc.
Does this sound like what you are trying to create? You can definitely do some similar things with Workflows and Inboxes but I’m guessing you are just trying to have a space where you can clearly see what’s waiting on the customer and what is waiting on a response from you -- is that right?
In that case, I think you’ll find Views to be a useful tool here.
+5
For example you could have one that’s setup to be “Waiting on Customer” where you can click to see all the messages waiting on the customer to reply but they would be out of your “Inbox” view that you create that has only the messages that are important to reply to etc.
Does this sound like what you are trying to create? You can definitely do some similar things with Workflows and Inboxes but I’m guessing you are just trying to have a space where you can clearly see what’s waiting on the customer and what is waiting on a response from you -- is that right?
In that case, I think you’ll find Views to be a useful tool here.
Thank you, I will look into it!
And yes, the idea is to see clearly what emails are missing to be responded. Sometimes we lack that view, so to not miss anything, I would like to create something like that.
+5Thank you, I will look into it!
And yes, the idea is to see clearly what emails are missing to be responded. Sometimes we lack that view, so to not miss anything, I would like to create something like that.
Sounds good, let us know how it goes!
You can set up a workflow in Intercom to redirect new or unanswered messages by using conversation rules. Just create a rule that checks if a message hasn’t been responded to after a certain time and automatically sends it to the right team or person. You can also set up follow-ups or escalations if needed.
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