Increase your support team’s efficiency and build automation Workflows that can trigger automated messages and manage conversations which have been inactive for a chosen period of time.
This can be done using purpose-built triggers and actions.
Workflow triggers:
Actions:
These actions are available in any workflows.
If customer has been unresponsive
Note: This workflow won't trigger for conversations created via our REST API.
This trigger is great for automatically handling conversations where the customer has not responded for a selected period of time.
Go to Fin AI Agent > Workflows and click New workflow.
Choose Create from scratch and use the trigger "If customer has been unresponsive".
Then set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered.
The duration must be longer than 30 seconds and shorter than 14 days.
You can choose to build your workflow in a number of ways. Here’s an example:
Set trigger timer to 10 minutes - meaning that the workflow will only trigger 10 minutes after there's been no response from the customer.
This is where you can also set up the trigger channels, audience, scheduling and goal.
Start the workflow with a message such as "Just checking if you are still there? Let us know if you need any help"
Add a Wait action that delays further workflow messages. Configure how long the wait time should last and whether this can be interrupted if a teammate or customer replies.
Add a message after the Wait action such as "This conversation will now be closed". Then add another action to Close the conversation.
Now click Save to preview your new Workflow or set it live!
Note:
When a customer has been unresponsive - workflow will trigger if a customer has been inactive after a teammate reply, for the length of time specified.
When a teammate snoozes a conversation - workflow will trigger if a teammate manually snoozes a conversation.
When you start a new conversation from the Inbox - workflow will only trigger if the customer replies and then becomes unresponsive to new messages. However, messages you send from Outbound won’t trigger the workflow at all.
If teammate has been unresponsive
Note: This workflow won't trigger for conversations created via our REST API.
This is great for setting reply time expectations with a customer when your team is offline, or rerouting conversations to a new Inbox.
Go to Fin AI Agent > Workflows and click New workflow.
Choose Create from scratch and use the trigger "If teammate has been unresponsive".
Then set the inactivity timer to control how long a teammate has not responded to a conversation before the Workflow is triggered.
Note: The duration must be longer than 30 seconds and shorter than 14 days and is evaluated against customer's first message. This means if the customer sends 3 messages in a row, the timer will be set against their first message, not last.
You can choose to build your workflow in a number of ways. Here’s an example:
Set trigger timer to 10 minutes - meaning the workflow will only trigger when there’s no response from any teammate 10 minutes after the customer sends their first reply.
This is where you can also set up the trigger channels, audience, scheduling, and goal. For example, you might want this workflow to trigger only when your team is offline.
Start the workflow with a Message stating, "Thank you for your patience. We will try to get back to you as soon as possible!"
Or, add the Show expected reply time step to the workflow. This will send an automated message with your office hours. If you want the teammate to keep the conversation and reply when they're back online, you can end the workflow here.
If you want to reassign the conversation to another inbox, apply actions to Mark as priority and Tag conversation e.g. ‘delayed response’.
Then add an action to Assign conversation to reroute the conversation to the desired Inbox.
Now click Save and close to preview your new Workflow or set it live!
Note:
This Workflow will also trigger after a customer starts a conversation or it leaves the bot inbox before a teammate's first response.
If you’re using a Simple automation to suggest articles at the start of a conversation, the system will wait for the customer to close the article after they’ve had a chance to view it. While the article is open, the any workflows will pause and won’t move forward until the customer either closes the article or sends another message. Once they close it, they’ll be asked if the article was helpful. Just keep in mind that during this time, other workflow triggers—like teammate inactivity—won’t kick in until the article interaction is finished.
Using these triggers to auto-close abandoned conversations
Both of these triggers can also be used to auto-close abandoned workflow conversations from Settings > AI & Automation.
Wait action
Delay the next workflow step with a Wait action to set the pace and control the timing of each new step.
This is available in the Workflows builder when adding actions.
Using the Wait action, you can better control when CSAT is sent by adding a Wait action prior to adding the CSAT action.
Click on the Wait block to configure the wait time in a side drawer, and whether this should be interrupted if a teammate or customer replies during that time.
Note:
Assigned teammates adding actions such as conversation tags will not interrupt the Wait action.
An interrupted Wait action will automatically end the workflow.
A conversation closed by an automation of any kind will also interrupt the wait action.
Snooze action
Use the Snooze action to temporarily remove a conversation from a teammate’s inbox.
This is available in the Workflows builder when adding actions.
Click on the Snooze block and select how long the conversation should be snoozed.
Note:
Customer replies will interrupt the Snooze action.
Teammate replies will also interrupt the Snooze action. But teammates adding actions such as conversation tags will not interrupt it.
An interrupted Snooze action will automatically end the workflow.
A workflow can continue after a Snooze action has come to an end. For example:
Customer is not responsive for 10 minutes.
Auto send a follow up reply + snooze for 24 hrs.
Auto send another follow up reply + snooze for 48 hrs.
Auto send a closing message + close + tag this conversation was auto-closed because the customer did not respond.
Learn more about building rules based automations in Workflows.
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