This article will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.
Check out the video walkthrough here on how to set up this workflow. 👇
Step 1: Start a New Workflow
Go to the Workflows section in your Intercom workspace here.
Click + New Workflow (usually at the top-right of the screen).
Select Create from scratch.
Step 2: Select Your Trigger
Choose the Trigger from During Conversation: If customer has been unresponsive.
This Trigger activates the Workflow every time a customer stops replying, not just the first time.
Step 3: Configure Trigger Rules
Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered.
Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversations
This ensures the Workflow only runs if the conversation matches the filters.
Channels: Select which Inbound channels (e.g., Messenger, Email, WhatsApp) you want this Workflow to apply to.
Step 4: Build the Workflow
You are now in the workflow builder and can add the actions to build out the Workflow. Click the + Add Step button to add an action.
Here's an example of how this workflow could set up.
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"and add another action to Close the conversation.
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 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.
Step 5: Set the Workflow Live
You have now configured the entire workflow. You will see an overview of the trigger and the corresponding action.
To activate it, simply click the Set it live button.
Your workflow is now active and will follow-up with unresponsive customers.
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