Inactive Customer Workflow - Email follow ups

Question

There are inactive customer workflows but apparently when you send a message (ie. asking for the customer to reply), these will only send in the messenger. Shouldn’t they also send via email if the customer hasn’t seen the update in the messenger after 3 minutes? I’m not understanding why that’s not happening as it should be the same as any other message sent by a teammate.

Emilygav · Accepted Answer

Hey there ​@Erica Griggs, Emily here from Support Engineering at Intercom 👋🏼For messages that are part of a user's conversation from the inbox, if the user does not view the response in the Messenger within three minutes, the response is automatically delivered to the user via email.However, this does not apply to outbound messages. When you create an outbound message, you select the delivery channel (email, in-app, or push notification) and Intercom will not switch channels. If you want an email to be sent when a user is not online to receive in-app messages, you would need to set up a series that prompts an email if a user is not online within a certain number of days. For example, if a user doesn't come online to receive the chat message within 3 days, an email can be sent instead.Let me know if you have any further questions!

Emilygav · Answer

That is right ​@Erica Griggs, a messenger message is sent, not an email.What you could do is create a custom action that would email the customer a follow up message asking them if they have seen the previous message.You can learn more about custom actions in workflows here 👈🏼And the endpoint you would be using would be this one:https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/replyconversationLet me know what you think of this implementation 😁

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