If a conversation hasn't received a response from a teammate for some time, you can send an automated message to apologize for the delay and mark the conversation as a priority to ensure it receives the necessary attention from your team.

Just head to AI & Automation, select + New workflow and choose the template: Prioritize conversations waiting for a teammate reply.
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Select Use this template and set the time period the teammate needs to be unresponsive for before the workflow fires. The default time period is one day. You can always adjust this later by selecting the workflow trigger.

Then set the channels you want your workflow to function on.

You can select from Intercom's broad range of channels including Web (Messenger), your iOS or Android app, email, SMS, and social media, ensuring a great experience no matter how your customers contact you.

It's a good idea to start small (e.g. on Web) and expand to other channels once you're sure your workflow is working effectively. You can always adjust your channel settings later by selecting the workflow trigger.

When you hit Save and close, you'll find your workflow draft ready for customization.

Now, simply customize the message that customers will receive when the time period you set expires.

If a teammate doesn't respond to a customer message within the set time period, the customer will receive this message. Crucially, the conversation will be marked as a Priority so that teammates can filter their conversation list by Priority first to ensure urgent conversations such as these are addressed promptly.

You can also further customize this workflow template to suit your needs, such as reassigning these conversations to a priority inbox.

When you're happy with your workflow, set it live and remind your agents to sort by Priority first in the inbox.

This simple workflow allows your team to stay on top of ongoing conversations and guarantee a great experience for your customers.

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