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Autotag abandoned conversations

  • January 27, 2025
  • 1 reply
  • 90 views
R

Hi guys, 

So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. 

But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? 

Thanks in advance. 

Best answer by Emilygav

Hey there ​@Rick A, Emily here from Support Engineering at Intercom 👋🏼
 

Currently, there is no direct option to trigger a reusable workflow when a customer becomes inactive while using a custom bot. The closest available feature is the "Customer has been unresponsive" workflow, which only triggers when there has been a teammate reply on the conversation, not when the AI or bot closes it. Sending a CSAT survey or using a reusable workflow with follow-ups when a customer becomes inactive is not directly supported unfortunately.

If you need more detailed information on setting up workflows, you can refer to the Workflows explained article.

However, I would be happy to put this through as a feature request to our team for further analysis! 

    1 reply

    Emilygav
    Intercom Team
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    • EmilygavIntercom Team
    • Intercom Team
    • Answer
    • January 31, 2025

    Hey there ​@Rick A, Emily here from Support Engineering at Intercom 👋🏼
     

    Currently, there is no direct option to trigger a reusable workflow when a customer becomes inactive while using a custom bot. The closest available feature is the "Customer has been unresponsive" workflow, which only triggers when there has been a teammate reply on the conversation, not when the AI or bot closes it. Sending a CSAT survey or using a reusable workflow with follow-ups when a customer becomes inactive is not directly supported unfortunately.

    If you need more detailed information on setting up workflows, you can refer to the Workflows explained article.

    However, I would be happy to put this through as a feature request to our team for further analysis! 

    R
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