I am trying to create a trigger via zappier for intercom, wherein a slack msg is triggered if a chat is not responded to within three minutes of arrival post Cx says talk to person to AI
Question
Creating a Slack notification for unanswered Intercom chats using Zapier
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+11- Community Manager
Hi
That’s a great workflow idea! I did some checking and it looks like we’re able to see the Conversation Status for Conversations in Intercom—presumably that would tell you whether it’s been responded to yet or not? 🤔
If so, perhaps you could use Intercom’s New Conversation trigger when a new conversation is started and use a Delay For (Delay by Zapier) action to delay the Zap from continuing for 3 minutes. After the delay, you could use a Find Conversation (Intercom) search action to find the conversation that triggered the Zap to check it’s current status.
From there you could use a Filter or Paths to carry out actions based on whether the conversation has a certain status, like Send Channel Message on Slack etc. If the status field doesn’t clearly indicate whether a conversation has been replied to, you might want to check if one of the other fields from the Find Conversation step can help confirm that.
To check that subsequent replies by the customer have also been responded to within 3 minutes, you’d make a similar Zap but use the Contact Replied (Intercom) trigger instead.
Hope that helps to get you pointed in the right direction. If you give that a try and run into any issues or have further questions just let me know! 🙂
+11- Community Manager
Hey there,
Just checking in—were you able to get the Zaps working with the approach I suggested?
If you’ve stepped away from it for now, no worries at all—I’d be happy to help get things up and running whenever you’re ready!
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