Hello Intercom community,
Pavel here, Engineering manager from Automation group here at Intercom.
We recently shipped the “Apply rules” step to our Custom bots. 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 in Inbox Rules, and you had to create a rule per each keyword. Now you can do the same work in custom bots using just one bot.
Here’s how it works:
Go to custom bots and find “After a customer sends any message trigger”
Add the “Apply rules” step
Set up keywords/tags pairs
Set your bot live!
Hope it helps!