How a chat is handled (Intercom Messenger, 1-24 Oct 2026)

How a chat is handled (Intercom Messenger, 1-24 Oct 2026) A workflow diagram generated by Archify. 01 / Customer 02 / Intercom workflows 03 / AI bot (Altegio Support) 04 / intercom-assigner 05 / Tech support agent 06 / Other teams and dev Intake AI bot Assignment Agent work Outcome Writes in Messenger · 3,794 chats · Customer › Intake Writes in Messenger 3,794 chats Technical support inbox · default rule, 99% · Intercom workflows › Intake Technical support inbox default rule, 99% Hand to AI team · 65% of chats · Intercom workflows › Intake Hand to AI team 65% of chats Auto-close · 808, no reply in ~24 h · Intercom workflows › Assignment Auto-close 808, no reply in ~24 h AI bot answers · how-to, asks details, tags · AI bot (Altegio Support) › AI bot AI bot answers how-to, asks details, tags Assign agent on shift · 2,236 by schedule · intercom-assigner › Assignment Assign agent on shift 2,236 by schedule Agent replies, snoozes · 17 min to first reply; 52% snoozed · Tech support agent › Agent work Agent replies, snoozes 17 min to first reply; 52% snoozed Close + outcome tag · tag within 5 min · Tech support agent › Outcome Close + outcome tag tag within 5 min Finance team · bot hands payment questions · Other teams and dev › Assignment Finance team bot hands payment questions Hand off or escalate · department, dev or 2nd line · Other teams and dev › Outcome Hand off or escalate department, dev or 2nd line not ours / bug custom action solved or silent needs a person payment Legend Tech support agent Automation Leaves tech support Team inbox AI bot Customer