Hi, im trying to send a message when a client does not answer to a bot. I´m sending a few options in buttons when the conversation starts, and I would like for the bot to identify if the customer hasn´t responded in 30 minutes and send them a “Are you still there?” message, then wait other 30 minutes and close the conversation if there still hasn´t been answered. Is something like this possible? Fin tells me you can´t send automatic messages if the client hasn´t responded to a conversation with the bot.
Answered
Automatic messages after unresponsivness to bot
Best answer by Emilygav
Hey
You can automate follow-ups and auto-close, but there are two different methods - and one key limitation to be aware of.
What Intercom supports today
1) Fin’s built-in follow-up (bot-only)
Fin can automatically check in after 4 minutes of inactivity, and optionally send a closing message if there’s still no reply. This works even when Fin was the last to reply. You can enable this in Fin AI Agent → Deploy → Chat (or in the Fin step of a Workflow).
2) Workflow-based reminders (fully custom timing)
You can build a Workflow that waits 30 minutes → sends a nudge → waits another 30 minutes → closes.
But: the “If customer has been unresponsive” trigger only works if the last message came from a teammate, not the bot.
Why Fin sometimes says “you can’t”
Custom follow-ups after bot replies aren’t possible because the unresponsive trigger won’t start unless a teammate was the last sender. That’s the limitation you’re running into.
How to build the flow you want
Option A — No teammate involved (timing fixed at 4 minutes)
Turn on Fin’s built-in inactivity follow-up + closing message. This gives you “bot checks in, then closes” — but always on the 4-minute timer.
Option B — Exact 30-min nudge + 30-min auto-close
-
Ensure a teammate is the last message.
-
Build a Workflow:
-
Trigger: Customer has been unresponsive (30 mins)
-
Action: Send “Are you still there?”
-
Wait 30 mins (stop if customer replies)
-
Close the conversation (optional final note)
-
There’s also a prebuilt Auto-close inactive conversations template you can adjust to match your timing.
Hope this helps Julia!
+6- Intercom Team
- Answer
Hey
You can automate follow-ups and auto-close, but there are two different methods - and one key limitation to be aware of.
What Intercom supports today
1) Fin’s built-in follow-up (bot-only)
Fin can automatically check in after 4 minutes of inactivity, and optionally send a closing message if there’s still no reply. This works even when Fin was the last to reply. You can enable this in Fin AI Agent → Deploy → Chat (or in the Fin step of a Workflow).
2) Workflow-based reminders (fully custom timing)
You can build a Workflow that waits 30 minutes → sends a nudge → waits another 30 minutes → closes.
But: the “If customer has been unresponsive” trigger only works if the last message came from a teammate, not the bot.
Why Fin sometimes says “you can’t”
Custom follow-ups after bot replies aren’t possible because the unresponsive trigger won’t start unless a teammate was the last sender. That’s the limitation you’re running into.
How to build the flow you want
Option A — No teammate involved (timing fixed at 4 minutes)
Turn on Fin’s built-in inactivity follow-up + closing message. This gives you “bot checks in, then closes” — but always on the 4-minute timer.
Option B — Exact 30-min nudge + 30-min auto-close
-
Ensure a teammate is the last message.
-
Build a Workflow:
-
Trigger: Customer has been unresponsive (30 mins)
-
Action: Send “Are you still there?”
-
Wait 30 mins (stop if customer replies)
-
Close the conversation (optional final note)
-
There’s also a prebuilt Auto-close inactive conversations template you can adjust to match your timing.
Hope this helps Julia!
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