Hey community –
We’re experiencing issues of a high volume of low-quality chats that burden our SDR teams and are looking for strategies to deflect those conversations to bots in order to help share the load.
We drive nearly all our Intercom-leads from a custom bot that offers a small number of branches (“ask a question” & “get a trial”). Almost no leads come from “new conversations” (rather replies to our custom bot).
We would love to be able to take the questions in – send them to a service we’ve built to classify them, then trigger a specific custom bots designed to triage that type of question, however this just isn’t possible w/ Intercom’s current capabilities.
The other option I could see here is to use answer bot to classify the question and in turn have it setup to deliver custom bots based on that classification, but again, no dice.
I’m extremely curious to hear the product’s team perspective here as build a million branches to have the end user click through is a nightmare to manage and doesn’t quite solve for situations like this.