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8 days ago

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Operator & Task Bots

Operator & Task Bots

Use Intercom's Operator to save your team valuable time

32 Topics
81 Replies

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32 Topics

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Peter L15

asked in Operator & Task Bots

How to trigger the same bot from several buttons on the same page

I am trigger a bot from a button on our website. We have several buttons on the same page that should trigger the same bot. However only the first button is triggering the bot, all buttons have the same attributes that we are triggering on. i e the same queryselector. Is it possible to make it work on several buttons?

8 days ago

Jens NNew Participant

asked in Operator & Task Bots

How can i close and open the Messenger based on office hours?

All,I have setup Intercom with office hours for my different countries i have customer support staff in. Now i am looking at closing the chat for incoming conversations outside office hours. Is this possible to do, or do i have to do this manually by using the “Control inbound conversation volume” settings? It would be great if there was a parameter called “Office hours (TRUE/FALSE)” that could be used… Regards,Jens

1 month ago

Daniel F12

asked in Operator & Task Bots

How can we exclude Auto-Closed (Abandoned) Chats from automatically creating Salesforce Support Cases upon closure?

Hey Team, We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed. Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer. Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation. Thanks!

1 month ago

User772

asked in Operator & Task Bots

Is it possible to prevent conversation rating requests from being sent to a particular group of customers?

Hi! We just set up a new forwarded email address into Intercom. We would prefer not to send customer satisfaction to this mail group. Is that possible? I tried to look at the automations, but couldnt find a workaround. Thanks

3 months ago

Virginie T

asked in Operator & Task Bots

Hi there, I was wondering how to technically implement something like this bot, which I think is an operator bot, and if we eventually could do it with our current plan which is a 99€ per month plan right now. Cheers :)

Hi there, I was wondering how to technically implement something like this bot, which I think is an operator bot, and if we eventually could do it with our current plan which is a 99€ per month plan right now. Cheers :)

3 months ago

Matt H12

asked in Operator & Task Bots

How do I change the teammate that the initial message to visitors is shown? I am on the starter package.

3 months ago

David P15

asked in Operator & Task Bots

Is there a way to set up automatic replies based on a user's FAQ?

Our website recently started trending and we have an influx of users coming in and typing the same questions. It's simple enough to answer but because of the sheer amount, it's difficult to maintain conversations and would be much easier if we could immediately answer questions that we already expect with a bot or something.

4 months ago

Kate S13

asked in Operator & Task Bots

We have a setting to autoclose abandoned custom bot conversations if they do not reply to the custom bot within 3 minutes. Is there a way to automatically tag the conversation when it is closed?

I don't believe I can create a rule to tag it by "message content" since the relevant lines are status updates within the ticket and not content sent in a message either to or from the user. The issue is that this creates untagged conversations which can skew our data.

6 months ago

Santhosh

asked in Operator & Task Bots

Canvas rendering is not properly handled on Operator > Task bots > When a conversation is closed > Add an app

From our backend app we are responding with different canvas JSON objects based on user input while adding an app. We can see that our canvas JSON is sent properly, but it's not rendered correctly at Intercom side. Please check and let us know.

6 months ago

Dashiell

asked in Operator & Task Bots

Is it possible to create a callable phone call link so visitor can click on phone number in the chat and it opens the native mobile caller app so visitor can make a direct call from the bot conversation ?

Is it possible to create a callable phone call link so visitor can click on phone number in the chat and it opens the native mobile caller app so visitor can make a direct call from the bot conversation ?

6 months ago

User1324

asked in Operator & Task Bots

How to send follow-up email to customer after closing conversation?

Currently, we send the little default survey (with emojis) after we close a conversation with a customer. I'd like to replace that with a customizable, branded email instead that asks for feedback and can also include a couple of relevant pieces of content. What's the best way to do that? Do I have to use a third-party app? I feel like I should be able to use Intercom's email messaging service to send triggered emails (when the convo closes) without having to go the third-party route, no? Thanks in advance!

8 months ago

Kristin ANew Participant

asked in Operator & Task Bots

Can I set up a rule such that a CSAT survey does not go out when a specific macro is used?

With surveys turned ON, is there a way - rule / tag / specific macro / or ? to turn off survey responses for a specific conversation where a specific macro is used?For comparison, in Zendesk you can tag a macro as 'Do Not Survey' so its automated no surveys go out.

10 months ago

Mariana G

asked in Operator & Task Bots

It is possible to have two active workspaces for one user?

I would like to have one workspace for leads, users and visitors; and a second one for partners.

11 months ago

Henrik AInspiring

asked in Operator & Task Bots

Can I ask contacts for certain details based on if they are from a company?

We want to ask webiste visitors through Intercom Messenger (Task Bot) a yes/no if they are from a company. Based on their reply we want to ask them:NameCompanyPhoneEmail Or NamePhoneEmail I can't see that this is possible to do?

1 year ago

CS M12

asked in Operator & Task Bots

Is the new customizable Intercom <> app CSAT survey which is sent via task bot, possible to be adapted to multiple languages?

For the CSAT, I am trying to see within the apps that are connected to the intercom if this translation option is possible. What we need is:1. Creating a customizable survey in English for example with an Intercom Survey App2. Include this survey in the CSAT task bot so it triggers automatically3. The survey should be able to be automatically translated somehow depending on the language used in the chat (English, French, Spanish, Polish, Portuguese, Italian..etc)I do not have any conclusion yet, is it the best way to contact each company directly?Do you have any inputs on this?

1 year ago

User767

asked in Operator & Task Bots

Can I exclude some users from receiving the post conversation rating survey?

We've held off on turning on the post conversation rating task bot because we have some cohorts of users that we expect to give negative ratings simply because their account has been suspended for risk or fraud reasons. Is there a way to only ask for a conversation rating from users that have certain attribute? Alternatively, is there a way to exclude certain users from the reporting after we've collected answers from everyone?

1 year ago

User32

asked in Operator & Task Bots

How can we improve the relevancy of articles suggested by the Suggest Help Articles Task Bot?

Hi all, we just turned on the Suggest Help Articles Task Bot for both users and leads and in the first week of use we are finding its article suggestions to be way off. It seems to be suggesting just our oldest/highest viewed articles without taking into account keywords (see below for an example). I've already read Intercom's "Let users help themselves with smart suggestions" and "Share articles to answer questions faster". I've done the suggestions about writing relevant articles with the words the customers are searching for. The suggestion about -"When a customer gets in touch, you should send them a relevant article in your first reply to them. If they send you a second message before you reply Operator won’t learn from this." - really doesn't work for my company. When our users actually get to talk to a live agent they expect targeted, step-by-step support, not just guidance on where to find an article and especially not on the firs

1 year ago

User178

asked in Operator & Task Bots

Is it possible when using round robin to see who is next in the order to receive a chat?

2 years ago

Saxon

asked in Operator & Task Bots

Can I require a user to complete a form upon login?

Can I force a user to complete a simple form (name & email) when they login to our app for the first time (based on their IP)?Thank you!

2 years ago

Hatem

asked in Operator & Task Bots

Why does the task bots forms and suggested article doesn't consider languages other than English?

2 years ago

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