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Workflows

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

  • 428 Topics
  • 923 Replies
428 Topics
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iampaulaaaNew Participant
asked in Workflows
Interrupt "If Customer has been unresponsive" workflow

We activated the “If customer has been unresponsive “ workflow in our chat conversations. How can we interrupt this workflow in cases where an agent needs to snooze the conversation because they need time to research or they need to consult another department? This is what we are trying to achieve:Agent will send a message asking for more time to solve the problem Agent will snooze the conversation Either of these can happen: a). Conversation will automatically unsnoozed and will stay on Open Inbox until a teammate picks it up b). Agent will manually unsnoozed the conversation and proceed to assist the customerWe are trying to avoid the scenario below where we tell the customer to wait, and yet we send them a follow-up because we haven’t heard from them😅 

123
I
1 day ago
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sdbagsNew Participant
asked in Workflows
Sachin Duggal : How to Launch a Beta Waitlist and Collect Responses Efficiently?

Hi Everyone, I'm Sachin Duggal , and the owner of a bags manufacturing business. I’m planning to launch a new product soon and want to create a waitlist for customers who are interested in being among the first to try it. I’m aiming to send a message to a specific customer segment and collect a "yes" or "no" response for joining the waitlist. Then, I’d like to prioritize the users who clicked "yes" first and release the product gradually to that group.Has anyone set up something like this before? I’m considering using Intercom’s method with Fin Copilot as an example. What would be the best approach to achieve this? Any tools, integrations, or tips for managing a beta waitlist effectively?Thanks in advance for your help!Sachin Duggal

21
Jacques Reynolds
Intercom Team
2 days ago
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sdbagsNew Participant
asked in Workflows
Sachin Duggal : Best Practices for Setting Up and Managing a Beta Waitlist

Hi Everyone, My name is Sachin Duggal, and I lead a growing enterprise in the bag manufacturing industry, dedicated to quality and innovation.I’m about to launch a new product and want to create a beta waitlist for a segment of customers. Here’s my plan:Send a targeted message to customers, asking them to join the waitlist. Collect “Yes” or “No” responses to gauge interest. Prioritize access based on the order in which customers opt in.I’d like advice on the best tools and strategies to:Collect responses efficiently. Manage and organize the waitlist. Gradually release access in a systematic way.Has anyone done this before? Any tips, tools, or examples would be a big help!Looking forward to your suggestions!RegardsSachin Duggal

71
Jacques Reynolds
Intercom Team
2 days ago
halcyoncv
halcyoncvNew Participant
asked in Workflows
I want  Advice on Creating a Friendly Onboarding Experience

Hi everyone,I am working on creating a smooth onboarding experience for new users of our uipath automation platform & I want some inspiration and best practices.What are some things you have found  effective in welcoming new users & getting them comfortable with your platform??Are there any  features or elements you would suggest including in an onboarding flow??I want to know about how to avoid overwhelming new users with too much information at once.Also i have check this https://community.intercom.com/topic/show?tid=8592&fid=7Thank you.:) 

151
Jacques Reynolds
Intercom Team
3 days ago
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millerharryNew Participant
asked in Workflows
How do I set up workflows that sync with my CRM?

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

131
Emilygav
Intercom Team
3 days ago
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kDmNew Participant
asked in Workflows
Issue with File Attachment Not Appearing in Jira for Tickets

Hello!I’ve encountered an issue after integrating "Jira for Tickets" with Intercom. I created a custom attribute called "Screenshot" with the intention that when a file is attached in Intercom, it would automatically appear in Jira. However, the file doesn’t seem to be transferring over to the Jira ticket.Could you please advise on how to properly configure this so that attached files are successfully synced to Jira?Thank you in advance for your help!A done task in jira:Screenshots: No 

111
Emilygav
Intercom Team
3 days ago
Michael Nortei
Michael NorteiActive User
asked in Workflows
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?

4249
Nur Nahid
Super User ✨
3 days ago
S
sdbagsNew Participant
asked in Workflows
Sachin Duggal : Using Intercom Workflows to Re-Engage Inactive Customers: Tips and Best Practices

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

282
Nur Nahid
Super User ✨
3 days ago
Graziela
Innovator ✨
GrazielaInnovator ✨
asked in Workflows
Conversation Tags on Workflow

Does anyone know if there's a way to find out exactly where each conversation tag is being applied within the workflow?I’d like to know if it’s possible to generate a report for this instead of manually opening the workflow and searching.    

271
godofprogrammer
8 days ago
catjack
catjackNew Participant
asked in Workflows
How can I use workflows to re-engage inactive customers?

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

283
Nur Nahid
Super User ✨
8 days ago
halcyoncv
halcyoncvNew Participant
asked in Workflows
I want Tips on Improving User Onboarding with Intercom

Hey everyone,I have using Intercom to improve user onboarding for our product & I want  advice from those who have experience with it. I want to create a smooth; engaging onboarding process that helps new users quickly understand how to use our features and get the most out of the product.What strategies or features within Intercom have you found most effective for onboarding users? I have been exploring things like automated messages and in app guidance but I want to hear about any other tools or tips that have worked for you. I have also been using uipath for some automation in our workflow, so any ideas on integrating that with Intercom would be awesome.Also, how do you balance automation with personalization in your onboarding flow? I want to make sure users feel welcomed without overwhelming them with too much info upfront. Thank you... 😊

881
Nur Nahid
Super User ✨
11 days ago
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Arevik DumikianNew Participant
asked in Workflows
Is there an option to automate forwarding emails from inbox to the external team member email?

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

183
Nur Nahid
Super User ✨
11 days ago
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Erica GriggsNew Participant
asked in Workflows
Inactive Customer Workflow - Email follow ups

There are inactive customer workflows but apparently when you send a message (ie. asking for the customer to reply), these will only send in the messenger. Shouldn’t they also send via email if the customer hasn’t seen the update in the messenger after 3 minutes? I’m not understanding why that’s not happening as it should be the same as any other message sent by a teammate.

263
Emilygav
Intercom Team
15 days ago
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Allina VerrilloNew Participant
asked in Workflows
Automating emails when teamates send inital email

Our team typically sends emails to users (generally asking for more information on a specific account). Is there a way to set up a workflow that sends an automated followup if the user doesn’t reply within a specific time frame? When testing the workflows, I tried using these:When a customer becomes unresponsive - this requires the user to respond, which doesn’t always happen When a teammate sends any message - this doesn’t have the option to send an email, only a message or note

303
A
15 days ago
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Andrew R.New Participant
asked in Workflows
Fetch data from backOffice

When a user starts a chat and wants the status of a certain operation, is it possible based on his user_id, retrieve the last 10 operations he made in form of buttons and ask him to select which one he mentions, and based on the decision, to give an automated reply based on the information in BO? 

212
A
17 days ago
A
Andrew R.New Participant
asked in Workflows
AI&Automation - Workflows - Routing based on conditions

Good morning everyone, new user hereLong story short, my company is getting a good inflow of users and we want to treat them in a timely manner. In the case that does not happen, we want to route applications taking longer than usual to be routed to a priority qIn practice we would have. Onboarding (applications that are waiting 24 to 48h to be reviewed). Onboarding + (applications waiting more than 48h to be reviewed)ChallengeWhen users create a new conversation in Messenger and theyclick on button “Application pending”Question asked - “When did you signed up”Based on the date they have said, they are routed to one of the qs above?This could also be applicable questions like “are you using x or y” etc Appreciate the tips

455
Nathan Sudds
Expert User ✨
18 days ago
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Andrew R.New Participant
asked in Workflows
AI&Automation - Workflows - save reply value to atribute

Can someone give an use case to when to use ‘Save reply value to attribute’? 

111
Nathan Sudds
Expert User ✨
18 days ago
godofprogrammer
godofprogrammerConnector
posted in Workflows
Looking for Intercom based softwares that can help me in social compaigns according to users locations

I am handling one of my client’s projects, where he is offering translation-based services across the World. I am a developer but confused about how can I automate certain compaigns based projects in all famous languages across the Globe. This is what my client is demanding about it. We have developed certain custom softwares for these things but did not get any reasonable results-oriented.Now, I am looking for some intercom-based software that can help me to start campaigns across the Globe according to the users locations, but with automation-based steps for this Online Translation Agency. 

132
Diana Tripac
Intercom Team
18 days ago
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Anna sNew Participant
asked in Workflows
[iOS Native] When App is closed and push notification is clicked, the chat/post does not open in the app.

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?

785
M
20 days ago
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WilliamjoeNew Participant
asked in Workflows
How do I test workflows in Intercom before making them live?

I’m currently setting up workflows in Intercom to automate some of my customer interactions, but I want to make sure everything is functioning properly before launching it to all users. Is there a way to test or preview the workflows to ensure the messages, triggers, and actions are working as expected? also( Check out ), are there any best practices for testing workflows before they go live to avoid issues with incorrect message delivery or user segmentation? Any advice or tips on how to effectively test workflows would be greatly appreciated!  

1316
M
22 days ago
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tysonharryNew Participant
asked in Workflows
How to create a workflow for re-engaging inactive customers?

I'm looking for best practices, specific triggers, and action ideas to bring back users who haven’t interacted with our product in a while. checkout Should I focus on email campaigns, in-app messages, or a mix of both? Any examples of successful re-engagement workflows would be greatly appreciated!"

283
Nathan Sudds
Expert User ✨
24 days ago
C
croftbarrowNew Participant
asked in Workflows
Can workflows in Intercom handle conditional branching?

Can workflows in Intercom handle conditional branching? I'm looking to create workflows that adapt based on user behavior or attributes. For example checkout, if a user clicks a specific link, they should receive one message, but if they don't, a follow-up should be sent instead. Does Intercom support this kind of dynamic flow? If yes, how can I set it up effectively? Any tips or best practices for conditional workflows would be appreciated!

242
Milan
Expert User ✨
25 days ago
T
tysonharry1New Participant
asked in Workflows
Can workflows in Intercom handle multi-language support for automated messages?

Can Intercom workflows support sending automated messages in multiple languages? I’m looking to create workflows that dynamically send messages based on a user’s preferred language (Checkout). Is there a way to integrate language detection or user segmentation to achieve this? Additionally, are there any best practices or limitations I should be aware of when setting up multi-language support in workflows? Any guidance or examples would be greatly appreciated!

181
Milan
Expert User ✨
26 days ago
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EléonoreNew Participant
asked in Workflows
Tickets from an Android or iPad tablet go to Unassigned and do not follow the workflow

Hello, As soon as one of our customers creates a new ticket from a tablet or ipad, it does not follow the usual workflow and therefore arrives unassigned. How can we rectify this? Thanks 

121
bernice
Intercom Team
26 days ago
parksidedentalny
parksidedentalnyNew Participant
asked in Workflows
How to block bots in Cloudfire?

HiI notice that constantly competitors are using services to attack bots on my personal blog. How to block them correctly?I use disavow on google. What else can I do?https://parksidedentalny.com/

141
Nur Nahid
Super User ✨
27 days ago
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