How can we exclude Auto-Closed (Abandoned) Chats from automatically creating Salesforce Support Cases upon closure?

Question

Hey Team,  We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed.  Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer.  Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation.  Thanks!

Oseas · Accepted Answer

Hey @Alina Garcia👋 Yes,thanks for reaching out. The intended behaviour is that a case would be created onany conversation close event, not just those done by a teammate. In other words, it is expected that conversations auto closed by a bot will be sent to Salesforce. The wording used in ourSalesforce app settings was misleading so our team have fixed it in the UI.Regarding how to work around that,you couldturn off automatic case creation when a conversation is closed in the Inbox, and selectively automate that process with Inbox rules and bots. Here’s an example of how this would be done through Inbox rules instead:And here’s an example using custom bots:Hope that helps!

Annie M · Answer

Hey Dan! Looks like one of our Support Engineers is helping you with this question via the Messenger already, and working on confirming what's expected here. For others running into a similar question: we'll update this post once we have some solid info to share!

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