Using Apply rules step in custom bots to tag conversations based on specific keywords

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: 

1. Go to custom bots and find “After a customer sends any message trigger”

2. Add the “Apply rules” step​

​​​​​​

3. Set up keywords/tags pairs

4. Set your bot live!

Hope it helps!
 

Cheers,

Pavel