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?
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.
I am glad that you’ve figured that out.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
