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One of the things I'm most excited about with the IC forum is learning how everyone uses intercom for their orgs!


One of the things I'm most excited about with the IC forum is learning how everyone uses intercom for their orgs!

I thought it would be cool to have a place to share any particularly neat tricks or workarounds your team implements.

 

For example!

No Brainer Resolution Bots

Common resolution bots almost all orgs can use:

  • Reset Password
  • Adding Users
  • Updating Credit Card/Billing Information
  • Updating your Email Address/Contact Info

 

 

Team AFK Notice

My support team meets weekly to brief on the latest updates and common issues.

Our customers are very used to our instant availability, and so we needed a way to let them know when we stepped away.

You could use a bot and strategically turn it off and on, but I found it works best to temporarily alter your welcome message, and then set it back again:

Screen Shot 2020-07-08 at 5.10.22 PM

Screen Shot 2020-07-08 at 5.11.06 PM

 

 

With the advent of the new beta Special Notice, we can take the same approach and turn it off and on again, very much hoping it stays around!Screen Shot 2020-07-08 at 5.12.23 PM

 

11 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • July 30, 2020

Hey @josh g11​ - love the AFK tip! The Special Notice is here to stay, so hoping you can make effective use of it and share your experience down the line!


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  • Active User
  • 55 replies
  • July 30, 2020

We've written up a ton of "Intercom Templates" for lesser known use cases you can solve with Intercom if anyone is interested (ie. feature flags w/tags): Intercom Templates

 

Landon Bennett

Co-founder of Intercom apps: Userfeed & Bump


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • July 30, 2020

Hey @user649​ - welcome to Interconnected! πŸ˜„

 

I love these templates! 😍 Really looking forward to having you share these with your fellow Connectors some more - keep an eye out on our Q&A section and see if there are any questions that these templates may answer!


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  • Super User ✨
  • 83 replies
  • July 31, 2020

That is some cool work especially the survey post. Any ideas if you could trigger it automatically off a conversation close rather than via a bot.

 

Or via a call to action on the Intercom launcher would be another passive use case that is less in your face, if there was interested to give us a rating.


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Those templates are really cool, @user649​ !


  • Active User
  • 14 replies
  • August 7, 2020

Hey @eric f11​ πŸ‘‹ Good to know that the Special Notice is here to stay. Are you aware of any product roadmap plans for multi-language support though?

 

Hey @josh g11​ πŸ‘‹ I really like the Resolution Bot use-cases you mentioned above. Definitely relevant for SaaS businesses like ours as we grow to support more companies (and their users of course). Just out of curiosity since we don't have the feature available in our current subscription plan: what are the "resolved" percentages for each use-case and what type of changes have you done over time to tweak the bot performance? Cheers!


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • August 7, 2020

Hey @daniel f11​ πŸ‘‹ what specific features for multi-lingual support did you have in mind?


  • Active User
  • 14 replies
  • August 7, 2020

The Special Notice itself, Eric! πŸ™‚


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • August 7, 2020

D'oh, I should have realised that πŸ˜‚ I'm not entirely sure, but why not pop over to @craig​'s Product Ideas group and drop a note about it?


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  • Active User
  • 55 replies
  • August 7, 2020

Thanks! Many more to come πŸ™‚

 

Landon Bennett

Co-founder of Intercom apps: Userfeed & Bump


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  • Active User
  • 55 replies
  • August 7, 2020

Thanks! You can still do what you're asking about with bots.

 

  • In a convo: Give a user a certain tag. Create a bot that triggers upon a user entering that tag segment. This actually gave me a good idea on how we can do this with Userfeed (Userfeed tags the convo and user automatically when you tag a convo)
  • Passive: Have a button or link in your app that triggers the NPS bot (ie. Rate us). We have a drop down that triggers a bunch of different bots, of which some send the user an app to do that action (ie. share feedback via our Intercom feedback app)

 

Screen Shot 2020-08-07 at 9.21.09 AM


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