Hello,
I am trying to display reply button on conversation when an external event occurs.
I am not able to find a workaround or adopt an existing trigger that will be able to target a specific conversation (multiple conversation can be opened with the same user at the same time)
my business cases is to trigger a workflow when an API call triggered. The closest solution ‘How to open workflow whit api service utilizes events that are not conversation specific.
Is there an alternative?
+5
Hi Vsevolod Tsurikov, It’s Mat from the Support Engineering Team 😀
Have you tried to set up a workflow with a trigger to send any message and then add a rule (or branch) to filter out specific key words in the message?
I am not able to select the ‘reply buttons’ element when using the trigger.
When linking a reusable workflow the error is given that the workflow is not a background onw.
Update: Received a comment from Eric Klank over the email:
...The alternative I see here is playing with the conversation/ticket state in Intercom.
The customer creates a bot workflow that triggers when the conversation/ticket state changes. From SF, they will need to call the Intercom API to change the state of the conversation/ticket. This way the bot workflow will appear within the conversation
I am going to experiment with elements that we are not using
I was able to achieve the requirement using combination of triggers:
1) “Teammate sends any message” allows you to conditionally tag the conversation, but not show a reply button.
2) “Customer has been unresponsive” trigger with a path that checks if the conversation was tagged by the previous trigger and show the buttons.
! Don’t forget to remove the tag when an action is performed.
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