Daily

Close conversations waiting on the customer for a week

Conversations where the customer went quiet for 7 days are closed, and you get the list.

Runs: Daily
Apps: Intercom
AI: Not needed
Access: read+write conversations

Send this to your assistant

Create a ClickRuntime automation: every day, close Intercom conversations where the customer hasn't replied in 7 days and email me the list.

Paste it into your assistant. It tells you what it will send or change before it runs live.

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First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

Support agents ask a customer for a screenshot or an order number, snooze the conversation, and move on. The customer never replies. Weeks later the open and snoozed lists are full of conversations that will never go anywhere, and the real backlog is impossible to see. Dashboards show hundreds of open conversations, response metrics look worse than reality, and agents spend time scrolling past dead threads. Nobody has the time to clean that list by hand.

Each day, ClickRuntime searches Intercom for open or snoozed conversations where the customer's last reply is more than 7 days old, closes each of them using Intercom's close message type, and emails you a list of everything it closed. Anyone who replies later simply reopens the conversation.

Teams that ask customers for information before they can help run into this constantly.

What you get out of it

The real backlog becomes visible
With stale threads out of the way, the open list shows only conversations that need work. A manager can tell at a glance how many customers are actually waiting for an answer.
Metrics stop being distorted
Open conversation counts and time-to-close figures are skewed by threads nobody will answer. Closing dead ones keeps reports honest, so staffing decisions are based on what really happened. That keeps first response and resolution reports meaningful, so staffing decisions reflect what actually happened.
Agents spend time on live conversations
Scrolling past hundreds of abandoned threads each morning is a small, constant drain. A clean inbox means an agent opens the list and starts on conversations that need a reply.
Customers can still come back
Closing is not deleting. If a customer replies after the close, the conversation reopens with its whole history, so no one has to repeat what they already told you. The customer's earlier messages and your agent's questions are all still there when they come back.
A written list of what was closed
The emailed list shows which conversations were closed and why. If a customer asks why their conversation disappeared, you can find it in the list and see that it was waiting on them.

How it works

What happens, step by step

Every day, ClickRuntime finds open or snoozed Intercom conversations where the customer has not replied in over a week.
It closes each of them.
You get an email listing the conversations it closed, with links.

Before it runs live

Connect Intercom

What you get

RunsDaily

Close conversations waiting on the customer for a weektoday, 9:00Succeeded

Email · Closed conversationsClosed 6 quiet conversations app.intercom.com/a/inbox/_/inbox/conversation/1790

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Run it at a different time, more or less often, or only on weekdays
Add an AI step, for example to summarize, sort or draft a reply
Add another app, for example also send it to Slack
Combine it with other Intercom steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

auto_close_stale_snoozed_conversations.pyexample

import time
from clickruntime import on_trigger, http, credentials, notify

def intercom(method, path, **kw):
    r = http.request(method, f"https://api.intercom.io{path}", headers={
        "Authorization": f"Bearer {credentials.secret('INTERCOM_TOKEN')}", "Intercom-Version": "2.11"}, **kw)
    r.raise_for_status()
    return r.json()
INBOX = "https://app.intercom.com/a/inbox/_/inbox/conversation/"

ADMIN_ID = "YOUR_ADMIN_ID"

@on_trigger
def run(event):
    q = {"operator": "AND", "value": [{"field": "state", "operator": "!=", "value": "closed"},
                                      {"field": "statistics.last_contact_reply_at", "operator": "<", "value": int(time.time()) - 7 * 86400}]}
    convos = intercom("POST", "/conversations/search", json={"query": q})["conversations"]
    for c in convos:
        intercom("POST", f"/conversations/{c['id']}/parts", json={"message_type": "close", "type": "admin", "admin_id": ADMIN_ID})
    if convos:
        notify.email_me(f"Closed {len(convos)} quiet conversations", "\n".join(f"{INBOX}{c['id']}" for c in convos))
    return {"closed": len(convos)}

FAQ

Common questions

Can I use a different number of days than 7?

Yes. If your customers usually take longer, for example because they are businesses working through an approval, ask for 10 or 14 days. If you want faster cleanup for a high-volume inbox, 3 or 5 days is also possible.

Does it send the customer a message when closing?

Closing uses Intercom's close message type, which closes the conversation without adding a customer-facing note. If you would like a short courtesy message such as "we are closing this, reply any time to reopen", ask for it to be included.

Will it close conversations that are waiting on my team?

The search is aimed at conversations where the customer was the last to reply more than 7 days ago, so ones waiting for your team are different. If your last reply came from an agent, the conversation counts as waiting on the customer.

What permissions does it need?

read+write conversations. Nothing else in your accounts is used.

Does it need AI?

No. It runs without AI, so it doesn't use your plan's AI allowance.

How many runs does it use?

One run each time it runs (daily). Checks that find nothing to do and stop right away aren't counted.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

On a schedule