Automation

Automate simple processes, offer proactive support and engage your customers with Intercom's Custom Bots

  • 307 Topics
  • 647 Replies

307 Topics

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Sonia MoaieryNew Participant
asked in Automation

Alerts or Notification for News Center

Hi everyone - we recently started using Intercom’s “News Center” feature ( https://news.intercom.com/skilljar ) and our customers and internal employees love it but many folks (customers and employees) have asked if there’s a way they can “follow” this page and get alerted every time a new post is added or get it pushed into an internal slack channel? They know they can see it in the News tab of our messenger in our product, but they’re looking for an alert that doesn’t require them to be logged in to our product. Any ideas for ways to make this happen, I don’t think it’s a feature Intercom has! 

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5 hours ago
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IanMcCNew Participant
asked in Automation

Workflow trigger from an Instagram message

Hi there, We’re having an issue with the Intercom Inbox, we’ve just integrated Instagram/Facebook messagers to come through via the native integration. I’ve created a workflow to be triggered when: Messages for the first time, and I’ve set the channel to be Instagram / Facebook (two different workflows)But none of the workflow’s are triggering, are we doing anything wrong? We want to create these messages as Leads directly into Salesforce and tag the source appropriately but we cant do this without the workflow. Thanks in advance for your help! 

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Jennifer K
5 hours ago
Lucía
LucíaActive User
asked in Automation

I need to automatically close conversations with workflow

Hi! We currently have a set of rules to close conversations automatically when we recieve messages such as spam and notifications. I am currently migrating those rules to the new workflows settings, but I can’t seem to find an action for it:  Is there another way to acomplish this?Thank you!     

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Larissa Alberti
6 hours ago
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Kevin McBainNew Participant
asked in Automation

For workflows, is it possible to filter actions on a field associated with a Customer's email address?

Hi all!The workflow I’m trying to build (forgive me, new to Intercom) is essentially having the user respond to a chat bubble that pops up asking them if they’re interested in speaking with a member of our team, and then having them enter their Name and Email address, and then triaging them to a respective team member’s Calendly.When I build a workflow and make the structure something like:User Enters First Name/Last Name »Branch based on If [Custom Owner Property] is… A/B/C/D »Show Owner A/B/C/D’s Calendly Page Based on Above Branch It doesn’t pull from the Custom Owner property associated to the email entered. Can Workflows only deal with Leads? If a customer enters their email address and is associated to a customer, is it possible to cross reference that against their email address and then pull from that profile? How would I build that? Let me know if you need clarification from this ramble, thank you!

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16 hours ago
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Stephan NollerNew Participant
asked in Automation

Connecting Bot with CustomGPT

Hi, has anyone tried to connect a bot with the newly available CustomGPT from OpenAI? I am struggling to get it done. Trying to use custom actions, map the content of the OpenAI Response to a custom object but then i cannot send the response back to the user. Any suggestions?

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1 day ago
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Jens LindmanNew Participant
asked in Automation

Send a Intercom survey response as a Mix panel event?

We have a dashboard with all our KPI:s in Mix Panel.Is there a way to send a response from an Intercom Survey as an event to Mix Panel?The goal is to be able to add show the survey results in our Mix Panel Dashboard together with our other data.I have looked into Zapier as a solution but the “Submitted Survey”-trigger for Intercom is not available in Zapier.Any work-around for this?

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Jacob Cox
2 days ago
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MeylenNew Participant
asked in Automation

Chatbot based on a text response, possible?

Hi, is it doable to create a chatbot based on a text response?Example: Type “Now” If you would like to speak with someone in our team now → bot displays phone number to call  Type “Later,” if you prefer to schedule a consultation → bot displays Calendly link 

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14 days ago
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EmmaNew Participant
asked in Automation

Can I create a dropdown menu in workflow?

I'm currently working on configuring conversation routing through a workflow. Currently, I find myself inputting multiple reply buttons for each potential customer inquiry. I'm curious if there's a method to establish a dropdown list that customers can easily click on to select a topic, akin to the image below. I appreciate any insights you can offer. Thank you! 

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Pavel Kozlov
18 days ago
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Customer ANew Participant
asked in Automation

Can we send calendly appointments with CBots?

Can we send calendly appointments with CBots?

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D
19 days ago
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Sam ReaderNew Participant
asked in Automation

I can't trigger my desktop tour - any ideas please

I’m trying to trigger a desktop tour for all users who join the platform. People are being matched with the tag that I’ve created and being seen by Intercom, but it’s not triggering the tour. See attached. Any help is much appreciated  

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19 days ago
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Michael NorteiNew Participant
asked in Automation

Prevent ratings on old conversations

We have enabled the setting to prevent Customers from changing their rating after  a set time (1hr) but this does not seem to extend to conversations that have not been previously rated. We have had a few instances of disgruntled customers going back and rating chats from days prior. Is there a setting to prevent this?

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20 days ago
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SelvamNew Participant
asked in Automation

Can we automate the sending of meeting invitation emails?

Can we automate the sending of meeting invitation emails based on customer responses to specific data attributes? For instance, if the customer specifies the meeting mode (virtual or in-person), their preferred meeting date (dd/mm/yyyy), and preferred meeting time slots (e.g., 10 AM to 12 PM, 12 PM to 2 PM, 2 PM to 4:30 PM), I'd like to automatically send them an email invitation accordingly.I have tried using Google Calendar for appointment booking, but it doesn't seem to work for my particular case.

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Jacob Cox
22 days ago
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SelvamNew Participant
asked in Automation

Is it feasible to have separate bots for each page or URL of my website?

Is it feasible to have separate bots for each page or URL of my website, including articles and news? If this is achievable, should I create separate bots, articles, and news sections for each part of my website, or are there alternative methods to accomplish this?

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Jacob Cox
24 days ago
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User1226New Participant
asked in Automation

Ability of Representative to barge in and take control of conversation even if the custom bot has not finished its sequence

I want to run a custom bot with a caveat that my rep is able to take control of the conversation anytime i.e. even if the custom bot has not completed the entire sequence.  So essentially the chat is assigned to a rep but as the rep is currently unavailable the bot is interacting using the predetermined sequence. As soon as the representative becomes available, he takes over, the custom bots stops its sequence and the rep handles the entire conversation. How do we implement this. And what functions we can leverage not limiting to custom bot, inbox automation rules etc.

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25 days ago
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Deborah ElbergNew Participant
asked in Automation

Errror when creating custom objects

I am trying to create a custom object and no matter what I type I get this error every time I hit save. I have tried different object names and always get the same result. It even happened during the walkthrough tutorial. Any ideas of how I can fix it? Thanks in advance. 

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Eden
27 days ago
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User2554New Participant
asked in Automation

View lead source or referral URL

Every single marketing platform I have used (pardot, marketo, drift, etc) has the ability to view the source of the lead once they fill out a form or submit their information. So whether that lead comes from google, bing, google ads, a random website, once the lead fills out their info, you should be able to see where the lead comes from.. In marketing, attribution is key to scale. Why isn't this a built-in functionality?

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1 month ago
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Florian TandarNew Participant
asked in Automation

Duplicate paths in custom bots

HiI’d like to know if it’s possible to duplicate a path in a custom bot (to reuse it as a basis instead of creating a new one from scratch)

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1 month ago
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Oliver CookNew Participant
asked in Automation

Can a Fin Customer Answer (resolution bot) conflict with a 'Workflow sent after first message'?

I was just exploring the functionality of letting the customer type when you have a ‘Customer opens new conversation in the Messenger’ workflow.Our current process is we have composer disabled, the customer is then triaged via buttons to a relevant query, then if it didn't help or they click a ‘something else’ option they’re directed towards chat support, with FIN there to try and answer the query as one last try at self serve support before they do definitely get assigned to an agent.I just wanted to know what would happen if we did enable the composer from the beginning with Fin custom answers as an option at the beginning as well as buttons, and whether that would conflict with any re-usable bots set up to be triggered by key words in a customer’s first message.  

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Larissa Alberti
1 month ago
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Radhika TKNew Participant
asked in Automation

Resolution bot and Workflows

Hi,I sit possible to use “Let Fin answer” option in the Resolution bot?  Right now, for the custom answers I am writing, there is a path that I have defined. I want to close the conversation once the customer has repsonded to “That helped”In resolution bot, the path takes me to standard answersIn the Workflow with the trigger,  https://www.intercom.com/help/en/articles/4134615-customer-opens-a-new-conversation-in-the-messenger#h_c6b42fc0bbhow do make sure that the actions that I have defined in the Workflow flow inyto the Resolution bot

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Jennifer K
1 month ago
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Steph NConnector
asked in Automation

Maybe I'm overlooking this in the help center, but it would be awesome to be able to use Macros in resolution bot replies/answers. Thanks so much!

Maybe this is an option that I'm just not seeing🤞 ? Many of the macros that agents use are the same answers we would want a bot to give.​Thanks a million!

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K
1 month ago
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Amy SparentNew Participant
asked in Automation

Can I set up a workflow that automates letting customers know we're closing soon via our office hours?

Can i create a workflow that sends a message to all open conversations in a specific inbox letting customers know our support agents will be going offline soon based on our office hours? For example, 20 minutes before our default office hours, can a message be triggered and sent to all open conversations in ABC inbox? 

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Racheal
2 months ago
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Customer MNew Participant
asked in Automation

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

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2 months ago
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Deon DonNew Participant
asked in Automation

Can we Call a Reusable Custom Bot into a chat?

I have a Fix All Bot that would be useful for my support reps to call into a chat. Is that possible?

2
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3 months ago
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User1887New Participant
asked in Automation

Can I change the "Bot" text at the bottom of the Operator Name? I want it to say something like - "Customer Service".

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3 months ago
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Claudio NuñezNew Participant
asked in Automation

Creating macro

Hi, how can I create a macro that allow me to close the ticket in 24hs?

1
Nathan Sudds
Super User
3 months ago
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