Automating emails when teamates send inital email

Question

Our team typically sends emails to users (generally asking for more information on a specific account). Is there a way to set up a workflow that sends an automated followup if the user doesn’t reply within a specific time frame? When testing the workflows, I tried using these:When a customer becomes unresponsive - this requires the user to respond, which doesn’t always happen	When a teammate sends any message - this doesn’t have the option to send an email, only a message or note

Nur Nahid · Accepted Answer

Yes, you can set up automated follow-ups in Intercom. Use custom workflows or sequences to trigger a follow-up email if a user doesn’t reply within a specific time, like 48 hours. Alternatively, you can create rules to tag unresponsive users and send follow-ups based on those tags. This ensures consistent communication without manual effort.

Allina Verrillo · Answer

Hello,Does “unresponsive user” require the use to have responded at any point? Or if we reach out and they don’t respond, will that still be considered unresponsive? The confusion comes from the workflow tile being in the “during the conversation” categoryFor my current request, what workflow trigger would you suggest? I had outlined the two that I tried to use and didn’t think they would work for this situation. Any guidance would be appreciated.“When a customer becomes unresponsive”I don’t see“send email” as an option for adding the next step.“When a teammate sends any message”This doesn’t have the option to send an email, only a message or note.As for adding a sequence, is there any way to send the followup email on the same message as the original so the user can reference it? We want them to see the content we’re following up on.

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