Hi!
We just set up a new forwarded email address into Intercom. We would prefer not to send customer satisfaction to this mail group. Is that possible? I tried to look at the automations, but couldnt find a workaround.
Thanks
Answered
Is it possible to prevent conversation rating requests from being sent to a particular group of customers?
Best answer by Nathan Sudds
@user772 Although there's not great support for this out of the box, I do think you've got a couple of options that could be helpful.
You could use tags and automation to close things if you make a practice of snoozing 7 days like @eric f11 mentioned.
Or you could make sure all the macros for that customer are set to add the option to snooze one week so your team doesn't have to remember and then if they don't reply the automation will close it gracefully.
Hope that is helpful, is it the customers that you are concerned about sending this to or the type of communication? I'm guessing you don't want these to feel like a support ticket so that's why you are trying to avoid sending it for some higher profile clients or sales activity. Is that right? This is what we do as well in one way or another.
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+5- Employee
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Hey @user772, I'm afraid it's not possible to exclude a particular group of customers from conversation rating requests. This would be a feature request for our @Product Wishlist group. The only possible workaround I can think of is to snooze these conversations for seven days, then close them.
+7@user772 Although there's not great support for this out of the box, I do think you've got a couple of options that could be helpful.
You could use tags and automation to close things if you make a practice of snoozing 7 days like @eric f11 mentioned.
Or you could make sure all the macros for that customer are set to add the option to snooze one week so your team doesn't have to remember and then if they don't reply the automation will close it gracefully.
Hope that is helpful, is it the customers that you are concerned about sending this to or the type of communication? I'm guessing you don't want these to feel like a support ticket so that's why you are trying to avoid sending it for some higher profile clients or sales activity. Is that right? This is what we do as well in one way or another.
+7
I put tag is snooze-close but you could put "VIP client" or whatever it is that describes the use case.
@nathan s11 I have looked all over and can't find the feature this screenshot is from - and I really want to use it! Where did you access this when-if-then feature?
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