Intercom: list open conversations with customers waiting for more than x hours

Easily identify potential problems to solve urgently.

The process

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What do I get out of it?

List all open conversations and calculate the time since the conversation was opened. That way, you make sure you never let a customer waiting for too long and improve your customer satisfaction.

How does it work?

  1. Import in a sheet the "Conversations" from Intercom. Call that sheet "Intercom conversations"
  2. On the column "Open", filter out the closed conversations (where the "Open" column is false"
  3. There is a column called "Statistics last contact reply at". This is the last time your customer has responded to the conversation.
  4. Let's add a calculated column called "Days since customer last reply" with the following formula: `=TODAY() - #Statistics last contact reply at`
  5. Assuming we want to respond to every customer within 48h, apply a filter by condition on your new column "Days since customer last reply" with the condition >2


You'll now have the list of all open conversations for which the customer has been waiting for more than 48h. Have your team go through each of them, and try to have this list always empty!

What do I get out of it?

List all open conversations and calculate the time since the conversation was opened. That way, you make sure you never let a customer waiting for too long and improve your customer satisfaction.

How does it work?

  1. Import in a sheet the "Conversations" from Intercom. Call that sheet "Intercom conversations"
  2. On the column "Open", filter out the closed conversations (where the "Open" column is false"
  3. There is a column called "Statistics last contact reply at". This is the last time your customer has responded to the conversation.
  4. Let's add a calculated column called "Days since customer last reply" with the following formula: `=TODAY() - #Statistics last contact reply at`
  5. Assuming we want to respond to every customer within 48h, apply a filter by condition on your new column "Days since customer last reply" with the condition >2


You'll now have the list of all open conversations for which the customer has been waiting for more than 48h. Have your team go through each of them, and try to have this list always empty!

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The Advantages

Key Benefits

Eliminate the need for expensive third-party connectors and laborious copy-pasting.

Seamlessly import, organize, filter, and manipulate your Intercom data. Analyze it alongside data from other sources, and build custom Intercom dashboards and reports.

View and organize your Intercom data within a familiar spreadsheet interface.

Seamlessly import, organize, filter, and manipulate your Intercom data. Analyze it alongside data from other sources, and build custom Intercom dashboards and reports.

Feel confident in knowing that your data is always accurate and up-to-date.

Thanks to real-time cloud-based updates, any changes to your data made from within Intercom are automatically reflected in your Actiondesk spreadsheet.

Save time to analyze your data and make better decisions for your business
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Our Use Cases

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