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Workflows

Automate simple processes, offer proactive support and engage your customers with Intercom's Custom Bots

  • 407 Topics
  • 868 Replies
407 Topics
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WilliamjoeNew Participant
asked in Workflows
How do I test workflows in Intercom before making them live?

I’m currently setting up workflows in Intercom to automate some of my customer interactions, but I want to make sure everything is functioning properly before launching it to all users. Is there a way to test or preview the workflows to ensure the messages, triggers, and actions are working as expected? also( Check out ), are there any best practices for testing workflows before they go live to avoid issues with incorrect message delivery or user segmentation? Any advice or tips on how to effectively test workflows would be greatly appreciated!  

524
Erin
2 days ago
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EléonoreNew Participant
asked in Workflows
Tickets from an Android or iPad tablet go to Unassigned and do not follow the workflow

Hello, As soon as one of our customers creates a new ticket from a tablet or ipad, it does not follow the usual workflow and therefore arrives unassigned. How can we rectify this? Thanks 

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6 days ago
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HarryWilliamNew Participant
asked in Workflows
Why is my workflow triggering multiple times for the same user? How can I fix this?

Hi everyone! I’m running into an issue where my workflow is triggering multiple times for the same user, even though it should only trigger once per user interaction (More Info). It seems like some users are repeatedly entering the workflow, causing duplicate messages and a poor experience. Has anyone else faced this issue? What steps did you take to prevent duplicate workflow triggers, or is there a specific setting I should check? Any advice would be appreciated!

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Jacques Reynolds
Intercom Team
7 days ago
Graziela
GrazielaNew Participant
asked in Workflows
Workflow management

How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?

171
Jacques Reynolds
Intercom Team
7 days ago
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FranciscaNew Participant
asked in Workflows
Workflow triggered by "Customer sends any message" not working on whatsapp

I have two workflows:1. One triggered by a whatsapp conversation (Customer sends their first message), where the final step is Wait 23 hours: If anyone sends a message during this time, the workflow will end.2. Another triggered by Customer sends any message (for various sources, including whatsapp).It is happening that after the customer answers the first workflow during the wait (so the workflow ends), and then sends another message, the second workflow is not being triggered.It is very weird because this same system works for other workflows triggered from messenger.¿Is there a reason why the second workflow is not being triggered?

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8 days ago
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Christina SNew Participant
asked in Workflows
When A customer replies to outbound

In the Rules there was the option “When - A customer replies to outbound content”. This is not available in the workflows. It is only partially available where you select “Client- Has replied to post.”where you need to point out every post, by name.While in the rules it was for all posts, situation that helped a lot with the assignment of the responses to the posts.It would be much more useful to have the ability to assign the conversation if the client responded to a post is “true” instead of having to add multiple audience rules for every post.Below, I have added the example from the old automations, as you can see it is very simple, it handles all the Posts.And the workflow version where we need to point to every post that we want to include. So in the end it is not an idea, basically it is a request to import this option from rules to workflows, as it was very useful. Thank you. 

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8 days ago
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Chevy .New Participant
asked in Workflows
How to create an outbound email workflow so that emails automatically gets assigned to a team inbox based on the "from" email

I would like to create a workflow for outbound emails which will assign emails to a team inbox automatically, based on the “from email”.. I’ve tried branches and rules, however there is nothing that allows me to do this. Any advise or tips on how the rest of you assign your outbound emails to teams automatically? 

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C
10 days ago
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Jay MuraszewskiNew Participant
asked in Workflows
Jira for Tickets Integration Help

I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

161
bernice
Intercom Team
10 days ago
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Daniel DavisNew Participant
asked in Workflows
Product Tour Triggered by Website Element

I would like to pop the product tour UI (outside messenger) when a user selects an element on my website. I can’t figure out how to do this. If I do a workflow triggered by website element it opens messenger and when I do a product tour, it launches when the page loads. I need something between that: The user selects a button and a pop-up with the video is displayed. How to do this?

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13 days ago
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Kelley PembrokeNew Participant
asked in Workflows
How to stop chat workflow from closing chats

We have our chats set up with a workflow, however for some reason the chats are closing after a while not giving us a chance to see if first to respond at a later time. We have to watch our closed tickets to find them and reopen them.Is there a way we should be setting this up to allow those chats to stay in an open state until we respond and close them on our end?Thanks in advance! Appreciate your assistance and insight on how to ensure they stay open.

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14 days ago
johntyson
johntysonNew Participant
asked in Workflows
How to Optimize Intercom Workflows for a Small Team?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

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Jacques Reynolds
Intercom Team
14 days ago
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MariaCNew Participant
asked in Workflows
I want to use teammate's last reply option in rules but it doesn't show in hours

 We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules

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mateusz.leszkiewicz
Intercom Team
14 days ago
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Steve KloekNew Participant
asked in Workflows
Slack Workflows Intercom "approval requested"

Hello, We’re working as a Slack org within as Slack Enterprise Grid. I’ve approved the Intercom app for our Slack org.  Status shows “approved”. When attempting to build a Workflow with Intercom, we see “approval requested” (screenshot below).  Our Slack Enterprise admin say they don’t see any pending approvals.  We’re stuck in this state with no obvious resolution.  I’m hoping experts here can provide some guidance.  Thanks! -Steve 

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mateusz.leszkiewicz
Intercom Team
22 days ago
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Tristan KenneyConnector
asked in Workflows
Workflow questions related to Intercom Phone

Hi all!We’re currently running into some issues related to Workflows that are triggered from calls coming in.What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:   A: Is an IVR PromptC: Is a hold and assignB: Is voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.  Happy to be pointed in

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25 days ago
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Lada NikitinaNew Participant
asked in Workflows
Chatbot building

Hey dear community! Are here any specialists who can build a qualitative chatbot for our company in Intercom? Thank you!

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30 days ago
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Lada NikitinaNew Participant
posted in Workflows
Chat bot building

Hey dear community! Is anyone able to create chat bor for our company here?) Please text me back :)

252
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30 days ago
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Assistenza payrollNew Participant
asked in Workflows
Access what's being written in the composer for a custom action

Hello,I have a custom action that should take as input the the text which is currently in the composer but not yet sent (neither as a note nor as a public message).Is it possible? either via attributes or Rest API.  

121
mateusz.leszkiewicz
Intercom Team
1 month ago
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Nate E.New Participant
asked in Workflows
Multiple CSAT Survey Questions

I would like for it to be easier to add or customize survey questions at the end of conversations. Today you can ask the CSAT question and get open-ended feedback and that’s it. You can also use proactive support to send additional surveys but that requires additional steps. I would really like to be able to add to the flow additional questions to ask after the CSAT question. For instance, a flow of CSAT question>Issue Resolution question>open-ended feedback.

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1 month ago
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Viviane LopesConnector
asked in Workflows
Opção de Fechamento de Fluxo de Automação por Horário

É fundamental contar com a opção de fechamento do fluxo de automação baseado no horário de atendimento. Atualmente, meu bot/automação continua atribuindo conversas a agentes humanos, mesmo quando o cliente solicita atendimento fora do horário estabelecido, apesar de o chat já ter o horário de operação configurado. Como solução paliativa, precisei criar um outro fluxo que, após 7 minutos sem resposta, envia uma mensagem informando que o atendimento está fora do horário ou que o cliente está na fila. No entanto, essa abordagem está longe de ser a ideal. Trata-se de uma funcionalidade básica presente em todas as outras ferramentas de atendimento com as quais já trabalhei.

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1 month ago
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Sherry JiangNew Participant
asked in Workflows
Can you create custom event or time-based triggering for automations?

I am trying to see if it’s possible to do an automated email for those who: Just subscribed Have been inactive for 10 days I was going through the list of options on Intercom and wasn’t able to figure out where to go for that.

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Intercom Team
1 month ago
Patrick H12
Patrick H12New Participant
posted in Workflows
Automating Follow-ups for Empty Bug Reports: Trigger Ideas Needed!

We're facing a common issue with our in-app bug reporting system, and I'm hoping the community can help brainstorm a solution.The problem: 90% of users submit bug reports without providing crucial details Our standard form includes fields for: Steps to reproduce Actual results Expected results Most submissions have these fields emptyI need a way to automatically detect and follow up on these empty submissions. Specifically, I’m exploring:How to set up a workflow that reads the body of the email How to detect the absence of details in key fields How to trigger an automatic response requesting more informationHere's what a typical empy bug report email looks like: Subject: Bug: Critical: User provided subjectEmail Body:User: {{user_email}}Build number: BE 5.0.0 / FE 5.2.99Date/Time: 19/09/2024 12:02:10 PMPriority: CriticalSteps to reproduce: Actual result: Expected result: Is it possible to create a trigger based on the absence of details under "Steps to reproduce," "Actual result," a

193
mateusz.leszkiewicz
Intercom Team
1 month ago
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Bruno MartinsNew Participant
asked in Workflows
Automatically close conversations due to inactivity within the initial bot.

Good evening, community, it’s night here in Brazil.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions.In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot.Does anyone know how to configure this?

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1 month ago
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jpw147New Participant
asked in Workflows
Visitor chats back in after conversation auto-closes and chat goes to unassigned

Hi thereWe have chats set to auto-close after 15 minutes of the visitor being unresponsive. However, visitors will often chat back in and when they do the chat gets put in the Unassigned queue. This leads to some issues because we have members of other teams accidentally grabbing that chat thinking it is for them. We want to ensure that if the visitor chats back in that it gets re-assigned to the same team it was previously assigned to.  Can anyone help with this?

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1 month ago
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Vendula MosovaNew Participant
asked in Workflows
Start over button - is it possible to define the "start"?

Hi, I understand that start button will send me to the beginning of the workflow. We implemented one WF with multiple reusables, to keep our WF tidy. However when we have a start button in the reusable, it sends the user to the very beginning. This is unfortunate, especially when we have it personalised with message Hi <first name>, so it looks a bit strange that although we already engaged in some conversation we are saying Hi again… is there a way how to set up the “start”? Is there also a way how to start only the reusable and not the entire WF? Thank you.

111
mateusz.leszkiewicz
Intercom Team
1 month ago
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Megan WeldNew Participant
asked in Workflows
We close conversations - then potentially reopen them - I need the CSAT workflow to resume if/when closed again

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

403
Nathan Sudds
Expert User ✨
1 month ago
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