Automatic messages after unresponsivness to bot

Question

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.

Emilygav · Accepted Answer

Hey ​@Julia De Giuda, Emily here from Support Engineering at Intercom 👋🏼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 today1) 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 wantOption 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-closeEnsure 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!

fovibo · Answer

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, similar to how you might estimate the cost to paint exterior of house before starting, 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.No, most platforms like Fin don’t allow sending automatic messages based solely on client inactivity. You can track inactivity and either notify an agent or auto-close the conversation, but fully automated follow-ups after 30 minutes aren’t allowed.

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded