How an email is handled (1-24 Oct 2026)

How an email is handled (1-24 Oct 2026) A workflow diagram generated by Archify. 01 / Customer 02 / Intercom workflows 03 / Tech support agent 04 / Other teams and dev Intake Agent work Outcome Sends an email · 1,026 emails · Customer › Intake Sends an email 1,026 emails Gets a reply · 119 emails (12%) · Customer › Agent work Gets a reply 119 emails (12%) Rule assigns an agent · 743 directly, no AI bot · Intercom workflows › Intake Rule assigns an agent 743 directly, no AI bot Agent opens it · E-mails inbox or own queue · Tech support agent › Agent work Agent opens it E-mails inbox or own queue Closed, no reply · about 88%, mostly automated mail · Tech support agent › Agent work Closed, no reply about 88%, mostly automated mail Close + outcome tag · same tags as chat · Tech support agent › Outcome Close + outcome tag same tags as chat Hand off or escalate · department or dev · Other teams and dev › Outcome Hand off or escalate department or dev notification real question Legend Tech support agent Automation Leaves tech support Customer