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We're using intercom without staff so how do we remove any suggestion of leaving a message for the team in Resolution Bot, e.g. 'wait for team'?

  • September 17, 2020
  • 7 replies
  • 45 views

Is there any way of configuring settings for the 'the did that answer help or are you looking for something else' response?

Best answer by Teodora

Hey @phil t, we want to achieve the same and I stopped the option for client to reopen conversations and set it to 0 days. Also, I disabled the Resolution bot so that there is no field for them to type.

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7 replies

Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 17, 2020

Hey @phil t​, I wouldn't recommend using Resolution Bot if you don't have any teammates to follow up on questions. Resolution Bot isn't designed to keep your customers in "bot jail" (i.e. they don't have the option to speak with a human), so I don't think it would suit your particular use case if you don't have any teammates who are in a position to follow up.


  • Author
  • New Participant
  • 1 reply
  • September 17, 2020

Thanks @eric f11​ - that makes total sense. What alternative would you recommend?


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • September 21, 2020

Hey @phil t​, another Connector had a similar question and resolved it using Custom Bots - you might want to check out this thread from @teodora​: https://forum.intercom.com/s/question/0D52G00004WyDQLSA3/is-it-possible-to-remove-the-write-a-reply-option-from-a-custom-bot/p>


  • Active User
  • 11 replies
  • Answer
  • September 23, 2020

Hey @phil t, we want to achieve the same and I stopped the option for client to reopen conversations and set it to 0 days. Also, I disabled the Resolution bot so that there is no field for them to type.


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • October 6, 2020

Hey @phil t​ @teodora​, we've just shipped a new change that lets you create an automation rule to close conversations when they match certain criteria! You can read more about it in our News & Updates group here!


  • Active User
  • 11 replies
  • October 6, 2020

Yep, I am already using it to close spam emails.


Eric Fitz
Employee
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  • Employee
  • 1630 replies
  • October 6, 2020

Nice one!


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