Using bots to add Notes

Question

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

Jacob Cox · Accepted Answer

Hi @Julien!While there is no ‘leave Note’ option in a Bot workflow, there is the option to run a Custom Action in a Bot flow. With a Custom Action you can run acall to Intercom’s or a 3rd party’s API to have it perform a specific action.In order to automate the leaving of a Note in a Bot, you’d want to create a Custom Action that makes a callto the conversation endpointof the Intercom API and have it ‘reply to a conversation’ as a Note.Custom Action in IntercomOnce you set that Custom Action live, you’ll have the option of adding it to your Bot workflowAdd the Custom Action to a Bot pathNow, when a User goes down that path the Custom Action will make a call to the Intercom REST API and have it ‘reply to a conversation’ with a Note that you pass along in the body of the Custom Action’s request!