Is there a way to make a conversation exempt from a “Customer has been inactive” workflow

Question

Is there a way to make a conversation exempt from a “Customer has been inactive” workflow with snooze features used? Often, we have customers with a resolution that may take several hours to complete. While they are waiting, I don’t want our Snooze and “checking in” messages to fire. I thought manually snoozing them would keep them exempt from the workflow but they get pulled out of the manual snooze and the workflow forces them into the snooze and checking in message cycle, leaving our customers confused! Any suggestions?

mateusz.leszkiewicz · Accepted Answer

Hi Cassie,Have you tried creating a Workflow with the trigger“Teammate changed the conversation state”, to tag the conversation with the tag "do_not_checking_in.”Then you can modify your original inactive workflow to exclude theconversations tagged with the above workflow?

Ida J · Answer

Currently reading through community pages to find a solution to this exact same issue…! We use bump by userfeed and it works great, but if we can remove that subscription (and fee $$$) and use intercom for everything, that would be great.Not sure how the below solution would work in reality. What happens when you want the followup workflow to actually trigger when a staff member snoozes the conversation? Ideally Intercom should have a feature similar to bump as it is invaluable to us!Hi Cassie,Have you tried creating a Workflow with the trigger“Teammate changed the conversation state”, to tag the conversation with the tag "do_not_checking_in.”Then you can modify your original inactive workflow to exclude theconversations tagged with the above workflow?

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