Hey! Yeah, right now Intercom doesn’t let you add a custom message when an incomplete workflow auto-closes after the 15-minute timeout — it just ends the conversation quietly.

A workaround could be to add a message before the timeout kicks in, like:
"If I don't hear back in a few minutes, I’ll go ahead and close this out — feel free to message us anytime!"

That way, it feels more natural to the user. Hopefully Intercom adds more flexibility here soon!

Sounds good. What’s the best way to do that in an existing workflow? Thanks!

Hi ​@CJ Neill 

You should be be able to edit an existing working and add the suggestion from Nur,

You can add a message block stating.

If I don't hear back in a few minutes, I’ll go ahead and close this out — feel free to message us anytime!"

Let me know if you have anymore questions on this.