Custom Bots

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

  • 235 Topics
  • 499 Replies

235 Topics

K
Kushal
asked in Custom Bots

How to set Null value in Custom object attribute when custom action response do not have mapping attribute?

My custom action have one API which is not returning few fields when they are null. I want to map this attributes with my Custom Object's attributes as null when API Response do not have this attribute values. But, instead it is throwing an Error. Is there any way to show the Null Values in the custom object attributes when mapped field is not available in response of custom action API.

4
M
2 days ago
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EmilyNew Participant
asked in Custom Bots

Is there a way to add a task bot that automatically sends customers a message when the conversation is closed? 

As well as asking customers for a conversation rating when the conversation is closed, I want to be able to add a task bot that also sends customers a short message about a new feature. Is there any way to do this without having to manually send it every time? 

2
E
2 days ago
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anoooNew Participant
asked in Custom Bots

Set up auto message to users haven't KYC'ed yet

How can I set up an auto message to a user who hasn't KYC'ed on my platform yet?

3
Nathan Sudds
5 days ago
K
KennyNew Participant
asked in Custom Bots

How do I check bot data?  i am trying to see what volume of customers go into the a specific bot 

How do I check bot data?  i am trying to see what volume of customers go into the a specific bot 

1
Jennifer K
9 days ago
U
User312
asked in Custom Bots

How to trigger on-click opening of News tab in Messenger?

Hey,  We would like to add a button in our app pointing to News tab in Messenger like Intercom does on the bottom left of its own app. How would this be possible ? Also is there a way to know when there is a new post in the Newsfeed so that we could highlights more clearly this news in the app ? Thank you

3
T
21 days ago
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JulienNew Participant
asked in Custom Bots

Using bots to add Notes

Hello, I have configured different types of custom bots. In some cases, I need the bot to create a note on the conversation which tells my agents which resources to check and if they need to call the customer right away. I haven’t been able to find the option to add a note in the settings, so I am wondering if that’s possible at all. Thank you in advance for your help and guidance!Cheers

3
J
22 days ago
L
LaMint
asked in Custom Bots

Can I slow down the speed that custom bot bubbles appear to the customer?

i.e. If I have one path, with a message that is split into 3 bubbles, can I delay how fast each of the 3 bubbles shows? they display too quickly and customers often miss the info in the first bubble, esp. on mobile.

7
C
22 days ago
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justinlorenzonNew Participant
asked in Custom Bots

Custom action option has disappeared from custom bot conversations

We have been in the process of setting up a custom bot using custom actions. Yesterday this worked like a charm, following the docs: Today, this “Custom Action (using API)” option is no longer present for any bot in any of our workspaces. We only have 4 and they’re all in draft mode. We’ve subscribed to the Custom Bots Add-on. This was working at most 24 hrs ago.Have we done something to disable this? Is it just broken?

3
J
28 days ago
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Chris McHughNew Participant
asked in Custom Bots

Having trouble with custom object / conversation reference.

I have a custom action that fetches customer orders from our API (works fine). It stores the response data in a custom object called “order”. (Works fine). When I build a very simple custom bot to fetch the customer orders and present them with choices of orders to select, and to store their order selection, I can’t see anything in the “Save selection to...” button no matter what I do. It always opens a pop-up that says “To make a selected item accessible afterwards, link the Conversation to a Custom object” and gives a link to the conversation-data settings page.If anyone can tell me what I’m missing here, I would really appreciate it. I have a customer custom object for identifying the customer by email, but I’m ignoring that for now. I’ve created references from the “order” custom object to conversation, people, and my customer object. I’ve created reference attributes in conversation data to the “order” custom object. I think I’m just not getting something about the relationships.

1
Racheal
1 month ago
A
arkageNew Participant
asked in Custom Bots

Custom chatbot not showing and replaced by generic one

hello,  we have just configured a custom chatbot and we are trying to display it on a test website: https://xplore.arkage.it/ unfortunately i cannot find any solution to the problem in the subject: we can only see a “generic” one, not ours.what shall we check? ty

3
A
1 month ago
K
kartikey chauhanNew Participant
asked in Custom Bots

Use Different custom bot based on passed attribute

We have 4-5 Products, all of which have the same URL structure, /product/:idBased on the ID we fetch the product, and only after this we know the product type.I want to engage different custom bots based on the product type.To do this I call window.Intercom(‘update’, { product_type: "my product type"})On my custom bots, I use the custom attribute product_type in the rules to decide which bot should execute.This however seems to only work intermittently and sometimes a stale bot is used instead of the latest one called with product_type (Assuming this to be due to delay in user attribute being updated and syncing with the client).Is there a better way to do this which guarantees that correct bot will be used for the chat?

3
Oseas
1 month ago
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Bob BNew Participant
asked in Custom Bots

Capture feature requests and allow logged in users to upvote for roadmap prioritization.

Has anyone implemented a viable feature request and voting system with Intercom?  Or can suggest a third party integration that can leverage the Intercom user (so they don’t have to log in again etc.). Seems like you need to have real users to avoid spam / rigging votings, so why not leverage Intercom?In short - instead of a survey at the end, I was considering adding the option to start a feature request / or if they hit an article that says the feature is not supported - have an action / link to the known feature request so they can +1 / comment. 

3
Kevin Bendixen
1 month ago
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Radu CosteaNew Participant
asked in Custom Bots

Custom action executes just once

Seems like custom action executes just once per conversation using custom bot. If i call the same action again in the same conversation it goes on the fail state, not sure how debug it.

2
R
1 month ago
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Stacy LNew Participant
posted in Custom Bots

Task Bots for teammates” flagging too many conversations as possible duplicates for anyone else?

Is anyone else struggling with the new “Task Bots for teammates” update?Daily, we receive many unique conversations that originate from the same senders and/or have same/similar subject lines, as part of our onboarding processes. Now, they are all being flagged as “This could be a duplicate conversation”.It’s a bit confusing for our team and is visually cluttering our inbox, with some conversations having as many as 4 others listed as possible duplicates. I am afraid this will only get worse, since we’ll continue to receive more similar-looking but unique emails daily. It would be nice to have more control over that feature, with perhaps an option to exclude some senders or phrases from review. It was a helpful feature in the past when it only flagged true duplicates.  

0
S
1 month ago
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EthanNew Participant
asked in Custom Bots

Inbox Rules using filter 'a customer starts a new conversation'

Hello!I am looking to apply a tag automatically when certain agents manually create a new conversation/email. I understand that there is the ability to use the ‘When’ rule for when a ticket is created but we do not currently use tickets. Agents only create outbound conversations/emails so this filter will not apply.I wanted to use the filter ‘when a customer starts a new conversation’, specifically because in the subtext it mentions that it triggers when a new conversation is started. I am looking to confirm if that also applies to agents creating a conversation, or does it have to be the customer who creates the conversation in order for the inbox rule to fire properly?If the ‘when a customer starts a conversation’ does not also apply to conversations created by agents, what recommendations are there to auto-apply tags when certain agents/teams create a new outbound chat or email?Thank you and please let me know if there are any questions.  

2
Daniel M15
1 month ago
F
Florian TandarNew Participant
asked in Custom Bots

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)

1
P
1 month ago
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Rebecca B
asked in Custom Bots

Our software company supports 3 different Products - I can't see a way to set up our custom and resolution bot flows to only show the appropriate product related answers without asking what product they're asking about in every resolution bot answer.

Our software company supports 3 different Products. We have a custom bot to initially ask what Product the customer is querying about that day, and then it kicks into resolution bot to try and provide answers before being passed to a human. The problem is, resolution bot doesn't know what they answered in the initial chat flow, so it can't customise. I can't see how to customise which answers are shown without asking which product they're querying about every time. I can't set up multiple resolution bots (which would be the most ideal in my brain). How do other companies do this? Can I get some ideas on how you try and automate basic customer support through intercom bots when you have multiple products you're supporting?

2
S
1 month ago
J
JeisykaNew Participant
asked in Custom Bots

Custom Bot launched only on a specific link

Hi everyone! We have the chat in two places: a logged area and some links in the Help Center.I want to add a custom bot only in the flow that is launched from Help Center, is it possible?

1
Nathan Sudds
1 month ago
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User187
asked in Custom Bots

Is it possible to start an auto workflow by pushing out a message to a user based on a ticket or custom attributes in the bot?

For years we have been struggling with finding a smooth workflow with forgotten items (we are a taxi company). Our main problem is that Intercom doesn't let us connect to conversations easilyWe can't seem to collect information and automatically send it out to another user (from rider to driver) - we always have to be the intermediary between them creating a LOT of extra steps in the process. With tickets I thought this could make the situation easier but it seems like there isn't really an easy way to pull out the information and use it (for instance Forgotten item, description, driver name). It seems like we actually have to do it manually AND use it in the terribly organized menu on the right side. I tried with both tickets and custom attributes to fill out in the custom bot but nothing seems simple and it seems like we anyway have to manually forward the information via a message to the driver afterwards. (Also link the conversation via notes which seems so manual and u

4
Diana Tripac
1 month ago
S
Sebastian CastanedaNew Participant
asked in Custom Bots

Returning to a previous bot from which you came

Is it possible to return a user to a different re-useable bot (from which they came)? To give an example: (all re-useable bots) Bot A → Bot XBot B → Bot XBot C → Bot X Someone comes through Bot A and chooses an option which takes them to Bot X. Is it possible to give them an option to return to Bot A? Since other people can arrive at Bot X from Bots B and C, is there a way to tell which bot someone originally came from so if they want to return they can do that?

4
S
2 months ago
U
User1954
asked in Custom Bots

have custom bot respone whatsapp conversation

I need the bot to ask some questions before assigning a whatsapp conversation to a real agent.

3
Julia G
2 months ago
D
Denis TaranetsExpert User
asked in Custom Bots

How can I turn off notifications for Custom Bot activity?

Good day/night and so on, community)) Im using a few custom bots and bots are using their own queue for the dialogues. But my agents are still getting push notification about the bot actions. With what settings it can be avoid? I would like agents to receive messenger notification only if some actions are needed from them. Not each time when the bot is closing dialogues etc

8
R
2 months ago
O
Open
asked in Custom Bots

Connecting 3rd party bots to messenger

Is it possible to connect 3rd party bots (our bots) to the messenger? With the possibility of "handing-off" the conversation to an Intercom agent at some point (and returning to the bot, after the agent finished)? Our company makes custom bots for customers. We offer our widget, but we have no customer service functionality.  It would be nice if the visitor can start conversing with our bot, preferably watched by an agent, and one point the chat would continue between the agent and the visitor. This could be initiated by either the bot or the agent (or maybe the visitor).  

1
Racheal
3 months ago
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Liz HNew Participant
asked in Custom Bots

Is it possible to have a link in a survey open the messenger?

I'm setting up a survey to be used as our cancellation flow so that when someone clicks "cancel my plan" in their account the Intercom survey opens. In the intro screen, I first want to make them aware that they have alternatives to cancelling like pausing their plan. I have a link that says "Chat with someone now and I want that to open up the Messenger, ideally with a custom bot that I can set up that knows this is a cancellation request.

1
Racheal
3 months ago
Jana
JanaInspiring
asked in Custom Bots

Custom bot reply buttons based on subscription data - what's the best way to do it?

We offer a lot of different products, and clients can subscribe to just one of them, or all of them, or anything in between. Subscription data is an integral part of audience segregation for all of our support content. We get the information from our internal user database, which is synced with Intercom as people data.We've been having a custom bot asking what the user needs help for about 1.5 years now. I would like to improve this bot by asking which product they need help with - but only displaying the products which the user has actually subscribed to.I wanted to use custom objects for this, but I can't figure out how to connect my custom object to the existing people data we have - it only lets me create a new people data attribute, which is of no use to me. Any suggestions for this? If you have any other ideas on how I can display just the products they have access to as buttons in the custom bot, I'd love to hear that as well!

1
Daniel M15
3 months ago
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