Skip to main content
All CollectionsAI & AutomationAutomationOptimizing
Hand off a conversation based on timezone
Hand off a conversation based on timezone

How to trigger a workflow from the Inbox when you need to pass a conversation at the end of your office hours.

Aparna avatar
Written by Aparna
Updated today

If you’re working with a customer in a different timezone (e.g. Europe vs Asia Pacific) and can’t resolve the conversation during your office hours, you may need to pass it to a teammate in the customers timezone.

To do this efficiently at Intercom, we have set up a Reusable Workflow which teammates can trigger from the Inbox before signing-off for the day. This ensures a smooth handover and timely response for the customer.

The steps below detail how this Reusable Workflow has been setup:

  1. Go to AI & Automation > Workflows and click New workflow.

  2. Choose to Create from scratch and then select the Reusable workflow trigger.

  3. Ensure "Allow teammates to trigger this Workflow from the Inbox" is toggled On.

  4. Begin the workflow with a Message which explains to the customer they're currently working with a teammate outside of their timezone and asks if they'd like to be passed to another teammate closer to their location.

  5. Add Reply buttons for the customer to choose their preference.

  6. If they choose to be handed over to another teammate, add conditional branches after this reply button which can automatically assign the conversation based on "Region".

  7. If they choose to continue working with the same teammate, follow-up with a Message to confirm the teammate will reply as soon as they're available, then add an action to Snooze the conversation.


💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts


Did this answer your question?