How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?

Question

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.

Jacques Reynolds · Accepted Answer

Hi ​@LaMint👋 Jacques here from Intercom Support. I hope you are well today!These preview conversations are generated by a dedicated logged-in user called "Preview User" and are excluded from reporting, which means they should not affect your analytics.To automate the deletion of these preview conversations, you could consider setting up a rule or separate workflowthat identifies and deletes conversations initiated by the "Preview User." This approach would prevent these test conversations from cluttering your inbox without affecting other users' interactions.Hope this helps!

LaMint · Answer

Hi ​@Jacques Reynoldsthanks for your reply.I’ve tried to create a workflow, with help from your colleagues and suggestions from Fin. However I haven’t managed to find a clean solution. The current option includes all users who leave a message, and has branching to sort out this Preview user. Ideally I’d like to be able to sort them in the ‘audience’ section of the start of the workflow so that only chats from Preview user enter the flow in the first place. I wasn’t able to do this with the email address. Do you have any suggestions for how to do so?

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