Best answer by Roy
View originalI simply want to send an automated response email to Users who have waited longer than X minutes. What's the best way to do this?
Hello @romel​ 👋, Welcome to Interconnect
Â
The best way to do this is to tag conversations via the Automation rule:
Then use third-party tools like Zapier to send the e-mail:
I hope this will be helpful, let me know if you have any further questions about this topic.
I'm not sure I understand the answer to the question. It seemed like Romel wanted to send an email to a customer, not just tag the conversation. What am I missing?
@zach b​ You probably didn't click on "Expand post". Roy mentioned, that you can use this tag to trigger an email afterward.
@romel​ If I remember correctly Intercom is also working on bringing this new rule setting to email soon-ish. Then you wouldn't have to use Zapier.
@kevin b​ It's true, I didn't expand post, but I'm glad that I didn't because I got to see your suggestion too!
Â
For both your's and Roy's response, it seems like it's sending another email thread to the customer. Is that right?
Â
If so, that's not ideal in either case because it's a separate thread, and if a customer replies back later to the auto-response then it's a different thread - like what you see in the screenshot attached here.
Â
This is a pretty significant gap in Intercom's feature set.
Â
@zach b​ You are right, both solutions would send a new email, thus creating a new conversation thread. You could probably use Intercoms API to reply to the initial email by the customer, but I'm not a developer, so I couldn't tell exactly how to do that.
Reply
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOEnter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.