​@Armanda Interesting question, I’m wondering if you’ve experimented with Views at all?  This might be helpful to you and an easier workflow -- you can setup views to have certain conditions and filters, so you can show messages in those views if they meet your criteria instead of setting up multiple inboxes for the flow. 

For example you could have one that’s setup to be “Waiting on Customer” where you can click to see all the messages waiting on the customer to reply but they would be out of your “Inbox” view that you create that has only the messages that are important to reply to etc. 

Does this sound like what you are trying to create?  You can definitely do some similar things with Workflows and Inboxes but I’m guessing you are just trying to have a space where you can clearly see what’s waiting on the customer and what is waiting on a response from you -- is that right?

In that case, I think you’ll find Views to be a useful tool here.

Thank you, I will look into it!

And yes, the idea is to see clearly what emails are missing to be responded. Sometimes we lack that view, so to not miss anything, I would like to create something like that.

Sounds good, let us know how it goes!

Thank you so much ​@Nathan Sudds this is what I was looking for!

Was very easy to set too.

You can set up a workflow in Intercom to redirect new or unanswered messages by using conversation rules. Just create a rule that checks if a message hasn’t been responded to after a certain time and automatically sends it to the right team or person. You can also set up follow-ups or escalations if needed.

I have a current Workflow planned where if teammate has replied is false, no one is assigned, and the last time the user was last heard from 3 days ago, it should tag the conversation as a missed connection and put an internal note to call on internal admins to view. I want this to be configured with business hours in mind so that weekends and holidays don’t count towards the 3 day rule. Would adding AND during default office hours work in this way, or would it recognize the workflow and scan for missed convos during business hours only, or only let us know during business hours, etc. I’m a bit unclear in how this will operate from the condition descriptions and am unable to preview