Automate simple processes, offer proactive support and engage your customers with Intercom's Custom Bots
- 235 Topics
- 499 Replies
Best practices for implementing localized support/ support in different time zones?
We are exploring the option of offering localized support to our customers. Ideally, we would allow customers to choose between three time zones for support such as U.S. Pacific, EMEA, or AEDT and only offer them support during the time they have chosen. We were planning on creating some type of attribute for this in Salesforce so we could easily identify which customers are part of each support offering. Where we seem to be struggling is the routing. We are currently thinking that we will need 4 separate inboxes/ teams (one for PT, one for EMEA, one for AEDT, and one for 24/5 support). As some of these times will overlap, our team is looking at having to watch multiple inboxes. We are also struggling to figure out how we would be able to continue to use auto-assignment as there is no way to turn off auto assignment for a particular inbox. We want to ensure customers only receive support during the time offering they have chosen. Any best practices anyone can share around this?
How can I create a link that contains the utm parameters as attributes?
I'd like to create a link that contains attributes from the user: But when doing so, I cannot find the utm parameters in the attributes list: I basically want to create a link like the followinghttps://sample.com?utm_medium=medium&utm_source=source&utm_campaign=campaign where the utm parameters are the ones which the user had before opening the conversation with the bot. If this is currently not possible through the intercom interface, would this be possible using custom scripts? I see this developer post on github that could be a solution, but dunno even how should I implement such script. ThanksGas
Assistance developing an Intercom app
If you are an expert in building Intercom apps I am looking for you. I need you to participate in a series of video meetings to assist me in choosing the right setup for my app and finding my way around the different corners of Intercom. The remote service that will communicate with the Intercom app is good to go, except I would need your assistance crafting responses to requests from Intercom. I will of course pay for your time, let me know if this has any interest.
When inserting a bot into series, is it possible to send customers to an existing re-usable bot instead of having to build a new one?
Trying to point customers to an existing re-usable bot i've built, but when trying to point people in Series, it just asks to build a new one - not use an existing one.
I need to link K to S only after user will click on Article Search app / viewed the article
What is the correct way to do this?
I tried Conditions - viewed article, but it doesn't work as expected.
I need to link K to S only after user will click on Article Search app / viewed the article What is the correct way to do this? I tried Conditions - viewed article, but it doesn't work as expected.
Can the custom bot recognize if the team is available and answer accordingly?
Hi! I am using custom bot to map customer questions before reaching the support team. Some of the questions can be solved with custom bot and some of them needs the agent. When the customer wants to talk to a human would it be possible for custom bot to recognize whether the team is online or not and answer accordingly? It would help a lot to manage customer expectations! Hope you can see what I am after! 😁
Anyone using UChat in front of intercom?
I am using UChat for chatbot and then connect to intercom when the user asking for human agent, it works great. Just want to check if anyone also using UChat, I would like to discuss what features do you use from UChat, as it is such powerful chatbot platform. https://www.intercom.com/app-store/?app_package_code=uchat-gmp1/p>
How do you set a Custom bot to appear on a specific URL?
We use custom bots to provide some information before someone chooses to speak to a person. This is across most of our pages, but I have a different Custom bot that I would like to kick in if a person accesses Intercom from another of our webpages. This is important because the bot will end by assigning the query to another team in Intercom (and this seems to overrule the inbox rules set up). Is it the 'new conversation' Custom bot I should be using? I thought it would be straightforward to do this by using Rules, but I've tried a few different things and it still only shows the original custom bot, not the one I have created. This means the queries are then also assigned to the wrong team. I've created an Audience rule 'Current page contains...', but this didn't work. I also added 'does not contain' to the original Custom bot as well, but this still didn't fix it. Can anyone help? Thank you
Hi! We're creating a bot that uses AI to summarise past conversations when a new one is started. We're mainly building it to scratch our own itch, but would love to speak to other people about this.
When our customers message us, we often find that context of previous conversations helps us respond to them well. The problem is it can be tedious to then go looking at past conversations. We thought "wouldn't be nice if a brief note was added to new conversations with a summary of past conversations with the customer?" So that's what we're building. We're mainly building it to scratch our own itch, but we think it would be helpful for many businesses that use Intercom. So we are reaching out to you to get your feedback. We'd love to have a conversation with you. Let me know if this interests you and we can chat!
Resolution Bot Answer not displaying in Custom Bot?
I'm trying to figure out how to get Resolution Bot to return an answer in the chat window. When I preview the answer in Resolution Bot Answers, it works as expected. When I go to Custom Bots and try to integrate it into the chat flow with "End bot with Resolution Bot and follow up actions," it doesn't actually display the answer in preview. I've looked through support articles such as this one recommended by an employee in this forum: https://www.intercom.com/help/en/articles/3722090-let-resolution-bot-follow-up-after-custom-bots-and-messages/p> But it doesn't reflect the way my interface looks. I think the images in it may be out of date. For the first example, "After messages," I don't see an option to "Let Resolution Bot Respond" or "Add Follow-Up Action." I also don't see anything like the "Reply Type," "Sent as," or "Show first on web" modules on the left-hand side. As for the second a
Is it possible to collect emails using Custom Bots?
Anyone using Custom Bots for Referral program? I am looking for an example, to create a simple refer a friend program in Intercom Custom Bot - collect e-mails and create automation to send this e-mail to our CSM team. Do you have any examples of it?
Display localized text in Custom bot chat on website based on visitors settings
We want to post a welcome message in visitors langauge in a Custom bot on our website. Based on what I can see there is no way to do that. It does state that "The first path cannot be reordered or deleted"From the second path/step it is possible to add a Custom action that would allow us to display e.g. a phone number based on a visitors country. However that means we will not be able to greet a customer in their language based on country from the first message in custom bots. Could be I'm missing something? As seen in the attached pictures Welcome message (first message/path) in Custom bot it is not possible to add a value e.g. If country is Spain - Then display phone number. As mentioned above it would be something done with Custom actions but there is no way to do so in the first message/path/step in Custom bots.
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