Use this workflow template to automatically message customers when no teammate has replied within a set time period, and set a conversation priority level so your team can act on it promptly. You'll configure the waiting period, the channels the workflow runs on, and the message customers receive.
Note: The priority star has been replaced by Conversation priority levels — a five-level scale (None, Low, Medium, High, Urgent). The workflow template below uses the Set priority action to set a specific level rather than a simple on/off toggle.
Set up the workflow
Note: Setting up and editing this workflow requires access to AI & Automation > Workflows. Any teammate with inbox access can view and act on prioritized conversations once the workflow is live.
Go to Fin AI Agent > Workflows, select + New workflow and choose the template: Prioritize conversations waiting for a teammate reply.
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.
Some workflow steps may not be available on all channels or may behave differently.
When you hit Save and close, you'll find your workflow draft ready for customization.
Customize the message and activate
In the workflow draft, click the message step to customize what customers receive when the waiting period expires. This message is sent automatically if no teammate has replied within the time period you configured.
The workflow also sets a priority level on the conversation automatically. Teammates can then filter their inbox by priority level using the Is, Higher than, and Lower than comparators to surface the most urgent conversations first. See Conversation priority levels for details on filtering and what each level means.
You can further customize the template — for example, adding a step to reassign these conversations to a specific inbox or team. Adjust or add steps in the Workflows builder to fit your team's process. When you're ready, click Set live. Once the workflow is active, remind teammates to use Priority first sorting in their inbox to keep these conversations at the top.
This simple workflow allows your team to stay on top of ongoing conversations and guarantee a great experience for your customers.
Use this template for your business now:
Questions?
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