Workflows

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

  • 337 Topics
  • 710 Replies

337 Topics

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Tim ForanNew Participant
asked in Workflows

Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation.  Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”.  We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago.“Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents.  Any help would be appreciated.

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9 hours ago
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SarahatFelixNew Participant
asked in Workflows

Ending workflow after customer abandons chat

Hi there!  We are new to using workflows to help manage conversation volume and finding a lot of chats stay open because customers abandon the chat when they have found their answer, and don’t tell us. I’ve see you can turn on the feature to auto-close incomplete workflows after X minutes of inactivity, however, we don’t want EVERY path to auto-close, just certain ones, or at certain points. For example, if a customer reaches out asking to do X task we send instructions on how to complete it. We then follow up with a message asking if we can help with anything else and give the options:“That’s all” → This prompts them to rate the conversation and closes it “I have another question” → This routes them back to the beginning set of options “Can I speak to an agent” → This prompts a message that they’ve been connected to our support team, and asks if they have anything they’d like to add with then the option for the customer to type a responseIf the customer doesn’t select any of these opt

1
bernice
1 day ago
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hannah-ffNew Participant
asked in Workflows

How can I disable messenger outside of office hours, then generate a flow to create a ticket instead?

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas!  For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow. 

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5 days ago
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Anika MalhotraNew Participant
asked in Workflows

Phone set up- Call forwarding settings

I need urgent assistance regarding a critical issue. In the previous version of my workflow, I had the call forwarding option set up with my Switch number. While the support team is currently addressing how to utilize the Switch option in the workflow, I've attempted to create a basic workflow for incoming customer calls. However, my workflow is encountering a problem where calls are being disconnected, indicating that they have been switched.I urgently need to remove the number from the call forwarding settings, but I'm unsure how to proceed as the call forwarding in my workflow has been removed by the support team and now there is not way for me to go back and edit or remove the number. This issue is critical, and the forwarding number must be removed to resolve the disconnection problem. Additionally, as I work on a new workflow, calls to the designated number are still getting disconnected, with the message indicating that they have been switched. Any guidance on resolving these is

1
aykut.aydin
5 days ago
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Ophélie Le BrasNew Participant
asked in Workflows

Error "Starting the first path with non-text messages..." on workflow creation

Hello !I created a workflow and at one point I started getting an error on the first path.The message is on the screenshot : Starting the first path with non text messages is only supported from...”I don’t understand it because i think the first path is a text message with “Bonjour...”Have you an idea to resolve the issue ?Thanks in advance !  

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7 days ago
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PacoNew Participant
asked in Workflows

Is there a time delay when you set a workflow live?

Hi everyone! Just wanted to know if there is a time delay in between setting a Workflow live and when you pause an existing workflow? When I make an edit to a workflow or create a new workflow for the same page that I am using, I noticed there is a delay in between pausing a workflow and setting one live. Usually the paused workflow will stay “live” for a sometime. 

1
bernice
7 days ago
Sam M13
Sam M13New Participant
asked in Workflows

Sending Unanswered Fin Questions to Slack

We are looking to open Fin up to internal employees (sales, onboarding, CSM’s, etc) to help answer product questions. We have generally used a Slack channel to answer these questions. So what I would like to do is find a way to auto send the teammate’s question to that Slack channel if Fin can’t answer. Any suggestions on how to do this?Attached is the Workflow I had attempted, where “Get more help” sent a notification to the Slack channel, but it didn’t show up as messages normally do. (Screenshot also attached of how it came through.)

3
Jacob Cox
9 days ago
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Nathan BlinnNew Participant
asked in Workflows

How can I access the conversation ID in a workflow?

Hello, I am currently working on a project wherein we want to add a note whenever a customer starts a conversation. The note will contain a URL based off the conversation ID. So if a customer creates conversation 1234, we will leave a note example.com/whatever/1234.It does not appear that the workflow “add a note” action allows me to populate the note with the value {{conversation.id}}.Is this something that would be possible to add support for? The only workaround I can think of is to create a custom action which POSTs the conversation ID to some API endpoint which responds with the ID, store the ID as a custom attribute, and then use that custom attribute in the note. This is less than straightforward and seems more difficult than simply referencing the ID directly from the “add a note” action.Is this something that Intercom can support?

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mateusz.leszkiewicz
14 days ago
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CassieNew Participant
asked in Workflows

Is there a way to make a conversation exempt from a “Customer has been inactive” workflow

Is there a way to make a conversation exempt from a “Customer has been inactive” workflow with snooze features used? Often, we have customers with a resolution that may take several hours to complete. While they are waiting, I don’t want our Snooze and “checking in” messages to fire. I thought manually snoozing them would keep them exempt from the workflow but they get pulled out of the manual snooze and the workflow forces them into the snooze and checking in message cycle, leaving our customers confused! Any suggestions? 

1
mateusz.leszkiewicz
14 days ago
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Alexandre BougraNew Participant
asked in Workflows

How to insert a linebreak in a conversation attribute

Hello,I’m working on a workflow for a chatbot using an API. My issue is simple, this API is returning content from our API that I need to display on Intercom Messenger.It’s working fine but with an issue: line breaking (\n) are ignored. I tried with <br /> but it wasn’t my best idea → the “<br />” will appear in the conversation. I checked the API response in the custom action log, the API is returning JSON as planed, with some \n or \n\n. They just disappear when the content is used in a message in Intercom Messenger. Any idea to fix this ?  

4
Jacob Cox
17 days ago
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LennardNew Participant
asked in Workflows

Reliably route customers to correct language support?

We are currently re-structuring our Support workflows for our app with focus on AR, DE, EN, FI and NO language. As our support is only available via Mobile SDK, we’re struggling to forward customers to the correct language.The issue with this is that our app is a local social media platform and our users are as well using it abroad, language routing happens on “language override”. Unfortunately, this leads to misrouting if users are having their device set on e.g. English but are writing content in FI, where then our EN Support team has to move it to the correct team again, taking too long for a satisfying support experience.Is there a better and more reliable way to route customers to the correct Support team and assign the correct triaging workflow in their language?

4
Larissa
20 days ago
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User1349New Participant
asked in Workflows

Ticket not submitted left in unassigned.

Hi there,We’ve set up a workflow in our messenger that allows users to create tickets by themselves. However, we’ve noticed that from time to time users do not fully go over the ticket creation and therefore it’s left unassigned.We thought of using Auto-close incomplete Workflows conversations however since this is the end of the path it unfortunately doesn’t work.We’d love to be able to have automation thatSend a message to remind them that if they need our support, they should create a ticket Auto-close this conversation if the ticket isn’t submittedAny idea how I can do that?!-->

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20 days ago
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Asa NadeauNew Participant
asked in Workflows

Series vs Workflow

Is there a resource that compares Series and Workflow? 

1
Jacob Cox
1 month ago
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ChelseaAZNew Participant
asked in Workflows

Help with Phone problem / Workflow trouble shooting

Phones:Hi there, our phone lines have been on for an hour, but we have no calls coming in, they all come in as abandoned. Agents are in the phone channel, and are all experiencing the same issue. The calls are not being assigned to any queue, and the abandoned conversations are ending up in the All queue.When customers call in/during testing we hear “Application error” and then it hangs up, and appear as abandoned, but end up in the unassigned queue.Our workflows look to be performing correctly and nothing has changed that we can detect, and phones worked normally yesterday. 

2
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1 month ago
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Andy KimNew Participant
asked in Workflows

Reporting - How many users completed Workflow without user intervention

Hey yall, TIA for the help!I am inheriting a preexisting Workflow and pretty much overall inbox, and a KPI that would help me out a lot is knowing how many users completed a Workflow (aka got their question answered) without any human intervention. Knowing this number or percentage before I make any changes vs. after would allow me to report on whether those changes that I made were effective.Is there an easy-ish way to accomplish this?

1
mateusz.leszkiewicz
1 month ago
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Greg M12New Participant
asked in Workflows

How can I access the conversation ID in a custom action?

I'm trying to create a custom action that calls a webhook with the conversation ID when a new message is received. The action builder says "You can use the selector ({...}) to pass Intercom attribute values in your request body." however there are no "Conversation attributes" that I can select. How can I add the conversation ID to the request payload?

3
Jacob Cox
1 month ago
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KaraNew Participant
asked in Workflows

Is there a maximum limit for characters in a macro?

 Hello, I would like to know if there is a maximum limit for characters included in a bot message included in a workflow. Thank you in advance!  

1
mateusz.leszkiewicz
1 month ago
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Anna sNew Participant
asked in Workflows

Is it possible to send a seasonal custom bot message.

Hi! We would like to send a short summer message as a chat bot message, on top, of the ordinary that we have today. how do i add that to our bot?

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1 month ago
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TUngNew Participant
asked in Workflows

Show multiple video on workflow

Hi team,I have a question. Can you help me support?I want to create one workflow, when user exit page, we will trigger showing chatbot.When chatbot will ask user put email and give user some video guideline based on their selection.Number of video can be 5 videos. Can I do it on Intercom?And I want to know what is difference between Series and Workflow?Thanks 

1
aykut.aydin
2 months ago
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Nicolas MRLNew Participant
asked in Workflows

Custom action to GET a pdf in chat

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?  

1
mateusz.leszkiewicz
2 months ago
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PacoNew Participant
asked in Workflows

Needing Help with Conversation Tags

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

2
Jacob Cox
2 months ago
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ranker01New Participant
asked in Workflows

I have passed correct API key but still it showing API key error

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

2
C
2 months ago
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SelvamConnector
asked in Workflows

A/B Test (Customer visit a page segment)

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference. 

2
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2 months ago
Michael Nortei
Michael NorteiActive User
asked in Workflows

Adblockers and Intercom

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock OriginTotal Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael

2
Michael Nortei
2 months ago
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Pedro NeryNew Participant
asked in Workflows

Workflow that begins with a ticket and ends with a chat message

Hey everyone!I’ve been going around the workflow automation settings and so far no joy.I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end.It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime?Thank you in advance! ⭐️

3
mateusz.leszkiewicz
2 months ago
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