Intercom for Automated Support

Hey everyone, I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful. Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Workflow from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific Workflows, where I can easily pick them up. Tickets are great for capturing all the details needed to action the request, a

Want to use conversation data attributes but you’re not sure how they can help stay organized and keep track of important information in your conversations?We got you covered! 🤝 In this video, we’ll walk you through how to create and use them using real examples and use cases.You’ll learn how to:1. Set up conversation data attributes from scratch.2. Apply them inside a conversation manually.3. Automate their use with Macros, Basics, and Workflows to capture key data points from customers upfront and route conversations based on your criteria.5. Organize these attributes with Views in your inbox.6. Report on them to gain valuable insights. If you found this helpful, let us know how you intend to use them to inspire us and others! 🚀

In Workflows, it is possible to share a ticket form with customers for them to fill out, but it is not directly possible to create a ticket automatically.To create the ticket automatically, you can use Custom Actions to make an API call to create a ticket. The API endpoint you will need to use is here. Here is an example,1- Firstly, you can create your custom action using the example below, which you will insert into your Workflow later. You can adjust the content of the ticket based on your use-case. 2- Now it's time to incorporate this into our workflow:In my example, I’d like to automatically create a ticket whenever a conversation is rated negatively. (See here for more details on how to ask CSAT via Workflows)For this, I am using branches to check if the conversation is rated negatively. If so, it will trigger the Custom Action we created.  3- Result:When the customer rates the conversation negatively, the custom action is automatically triggered by the Workflow above, creating a

Customer Satisfaction (CSAT) is a crucial metric for any business aiming to deliver exceptional customer experiences. Taking the initiative to understand and act upon customer feedback is essential for continuous improvement. Here, I’ll guide you on how to ask for conversation rating and take follow-up actions based on the given rating in Workflows. Step 1- Create a Workflow by going to Automation > Workflows > New Workflow. Select “Create from scratch” and then select “Teammate changes the conversation state” trigger type. Step 2- Choose “Closed” in the below section. This means, the Workflow will trigger when the conversation is closed  Step 3- Now you can add the first action of your Workflow. Ask for conversation rating. Step 4- Enable the below toggle to make sure your Workflow doesn’t proceed to the next steps until the customer gives a rating. If you don’t enable this option, the Workflow will proceed to the next step without waiting for the customer to provide a rating. S

Hello Intercom community, Pavel here, Engineering manager from Automation group at Intercom.  We recently shipped the “Apply rules” step to our Workflows. This step is essentially a “case” statement that allows to apply multiple sets of actions based on specific conditions for each set.What I wanted to share in this post is how well this step handles a very popular use case of tagging conversations based on keywords.Before this release you could do it only using rules, and you had to create a rule per each keyword. Now you can do the same work in Workflows using just one Workflow.Here’s how it works:  Go to Workflows and find “After a customer sends any message trigger”   Add the “Apply rules” step​ ​​​​​​  Set up keywords/tags pairs   Set your Workflow live!  Hope it helps! Cheers,Pavel 

Hello Intercom Community! Jordan here - first time poster, long term Community fan. I am a program manager on our Support Operations team. I am currently heading up our new product introduction (NPI) program, specifically helping our Customer Support team plan for inbound volume and supporting Customers with their adoption of Intercom’s new products. When preparing for new releases, one of the most important things we prioritize are self-serve resources. These resources allow Customers to find the answers they are looking for without being required to talk to a human. Intercom allows us to create a cohesive suite of self-serve resources using the Help Center, Custom Answers and Workflows. How this might look: Your Customer writes in via your messenger wanting to learn more about how to set up X new feature using recommended best practices. A Custom answer immediately jumps in to help, offering a brief overview of best practices for implementing X product as well as a link to a Help Cen

Hey there Support aficionados across the globe! I’m Franka, one of the Support Managers here at Intercom. Apart from managing people who are my first responsibility and passion, I also act as an interim Conversation Designer and manage support Workflows and Workflow performance day to day. Anyone following the world of chat and automation has surely heard of ChatGpt shaking up the slightly sleepy world of support in the past couple of months. This event served as a trigger for us at Intercom Support to start thinking deeper about our automation strategy. First question we asked ourselves was “How do we currently present ourselves to our customers and how would we like to improve this in the future?” While we were not surprised with our state of automation, our main learning was that the past few years of ad-hoc strategising has brought us to quite a complex overall state. We noticed we ask a lot of questions right off the bat, but don’t necessarily always help customers self-serve at t

Hey everyone 👋 I’m Leanne and I’m one of the Senior Managers on the Customer Support team here at Intercom.  For the past few years, I’ve been the driver of our End of Year Break coverage and workflow planning. During the holiday season, we want to ensure our Customer Support team get a well earned break to spend time with their family and friends, but we also have to ensure we’re still on hand to help our customers - some of whom will find that the end of the year is their busiest period of the year.  We have a few strategies that we use to organise the right coverage for each day of the End of Year break, but we also use some of Intercom’s handy features to pre-empt some of the frequently asked questions we receive during this time of the year, and to set expectations with customers that we have a smaller team online so it might take a little longer for replies.  When we get close to the December holiday season, we get a lot of questions from customers asking about how they can set