Currently, we have a channel were non-support agent members of our company can ask our support team questions, and that information is collected in a form that is then posted to the channel. We’d like to use the Slack/Intercom integration, but as is, bots/workflows/forms are purposely ignored and not sent over (per Intercom’s Support team). I think we should have the ability to toggle this on/off per channel (or preferably, per workflow used to integrate with Slack).
Submitted
Allow Messages from bots/workflows/forms to be sent over to a conversation via the Slack integration
+1This would be a huge benefit to our teams as well! Having all Slack conversations send to Intercom will also help improve our reporting.
+1
+1That said, it would be even better to be able to toggle this on/off for particular channels.
+3- Intercom Team
Hii Stephen! Reina from the Dublin technical team here.
Yeah Campbel here l is spot on actually. There's actually been some progress on this since you posted. Each connected Slack channel now has an "Allow specific bots to trigger conversations" toggle in your Slack channel settings in Intercom, and you can pick exactly which bots are authorized to start conversations. Since Slack workflows post as bots, that should cover your form use case. On top of that, if you need bot replies to sync back into existing conversations, our support team can enable that for your workspace. The per-workflow granularity you mentioned, isn't available yet, but this post gives it good visibility with the product team! :)
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