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Answered

Custom audiences based on attributes

  • November 25, 2024
  • 3 replies
  • 60 views

Usually, reaching out to Support isn’t very fast, so I’ll try asking the members of this community instead.
I’d like to create an audience, but the audience tool isn’t exactly what I need—it doesn’t let me select all the viable fields within Intercom.
For example:

  1. Users who received WhatsApp campaigns through our company’s WhatsApp Business number.
  2. Users who replied to any WhatsApp message using specific keywords.
  3. Users who were transferred to a specific team inbox.
  4. Users with a conversation attribute marked with a specific value.

I’d like to use these criteria to create an audience that I could leverage in a future WhatsApp Business Outbound campaign.

Best answer by Nathan Sudds

@Equipe Appmax  Sorry you didn’t get the quickest of replies here as well as in support -- one of the challenges with answering a question like this is that it may take some time to investigate what you’ve asked if the support team or the community hasn’t done the specific things you are trying to do before. 

I can definitely relate to this challenge, I’ve had to find some workarounds in cases where myself or my clients have  found that we didn’t have the triggers or options we were looking for. 

I haven’t worked closely with teams using the Whatsapp integration but based on your goals, I think you may need to experiment with Workflows to add tags to users for #1-3 -- maybe you’ll need to do some API based stuff if this isn’t data that’s in Intercom or happened previously and you don’t currently have the tags for these.

For #4 it would be great if you could use conversation attributes in the audience details -- this may be something to explore more as an Idea to vote up here in the community because I would like this as well. 

Sometimes for situations like this it’s easy to come up with workarounds and ideas if you can see exactly what you are working with, feel free to book a time on my calendar so we can dig into this a bit together and see if there’s a creative solution. Your best bet may be something custom built to interface with the Whatsapp & Intercom APIs to create the audiences, tags or attributes needed on the People level to make this work the way you want.   
 

This is often how we get around some of these things if for some reason it’s not possible with tools like Make, Zapier, etc in this case you may be able to use some of these tools to help as well. 

Hope this helps!

 

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  • New Participant
  • 4 replies
  • November 26, 2024

Cc ​@Nathan Sudds ​@Milan ​@Nur Nahid in case they can advise on that 🙌


Nathan Sudds
Expert User ✨
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  • Top Expert
  • 286 replies
  • Answer
  • December 2, 2024

@Equipe Appmax  Sorry you didn’t get the quickest of replies here as well as in support -- one of the challenges with answering a question like this is that it may take some time to investigate what you’ve asked if the support team or the community hasn’t done the specific things you are trying to do before. 

I can definitely relate to this challenge, I’ve had to find some workarounds in cases where myself or my clients have  found that we didn’t have the triggers or options we were looking for. 

I haven’t worked closely with teams using the Whatsapp integration but based on your goals, I think you may need to experiment with Workflows to add tags to users for #1-3 -- maybe you’ll need to do some API based stuff if this isn’t data that’s in Intercom or happened previously and you don’t currently have the tags for these.

For #4 it would be great if you could use conversation attributes in the audience details -- this may be something to explore more as an Idea to vote up here in the community because I would like this as well. 

Sometimes for situations like this it’s easy to come up with workarounds and ideas if you can see exactly what you are working with, feel free to book a time on my calendar so we can dig into this a bit together and see if there’s a creative solution. Your best bet may be something custom built to interface with the Whatsapp & Intercom APIs to create the audiences, tags or attributes needed on the People level to make this work the way you want.   
 

This is often how we get around some of these things if for some reason it’s not possible with tools like Make, Zapier, etc in this case you may be able to use some of these tools to help as well. 

Hope this helps!

 


  • Author
  • New Participant
  • 2 replies
  • December 15, 2024

Thank you so much!


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