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Workflows

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

  • 457 Topics
  • 1,007 Replies
457 Topics
Aleksei O
Aleksei OActive User
asked in Workflows
Are there any plans on improving the volume management features?

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before them and s

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ArmandaNew Participant
asked in Workflows
Workflow to redirect new or not responded messages

Hello, I would like to create a workflow to: 1-When a new email message comes, assigns it to a specific inbox , let’s call it A 2-When the message is responded to the customer, it will assign to another inbox, let’s call it B 3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

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ChelseaRentPrepNew Participant
asked in Workflows
Abandoned Phone Calls

Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations? Any help is much appreciated!!

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mateusz.leszkiewicz
Intercom Team
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ArmandaNew Participant
asked in Workflows
Workflow to add tags and assign to team inbox

Hello! I would like to create a workflow to: 1-Add tags to ticket directly in the ticket at “Details”: 2-And identify the ticket by content or subject, and automatically add it to a specific team inbox

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conor
Innovator ✨
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SinaMNew Participant
asked in Workflows
Jira For Ticket 401 error

Hello There is bug in the integration, Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots

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Marco VallanoNew Participant
posted in Workflows
How to set-up Intercom Phone workflow

Hi Team, I need your help in setting up our Intercom Phone workflow. When adding a step for Hold and Assign, no teammates appear, including my own name. Am I missing something? I’d appreciate your guidance on this, as I need to be ready to take live calls on Monday. Thank you in advance for your support! Best, Marco

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conor
Innovator ✨
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CM SupportNew Participant
asked in Workflows
Workflows and Branching Help

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???

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Nurit
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jan-bernaiseNew Participant
asked in Workflows
Custom Actions Result Mapping

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :)

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Patrick ButlerNew Participant
asked in Workflows
Is there a way to change the Dial Tone when calling an Intercom Phone number?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this?

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reniel89New Participant
asked in Workflows
Reply button does not work on mobile app

I’ve created a workflow that have reply buttons and its working well on browser but not on mobile app. Same goes with simple automations Did I miss something? Is there some steps I have to do first?

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Jacques Reynolds
Intercom Team
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chrisdavid1New Participant
asked in Workflows
Is there a way to A/B test workflows in Intercom?

I want to compare different versions of a workflow to see which one performs better in terms of engagement and conversions (Read More). Does Intercom offer built-in A/B testing for workflows, or is there a recommended workaround to test different variations effectively? Any insights would be appreciated!

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Jacques Reynolds
Intercom Team
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SaadNew Participant
asked in Workflows
"At least one reply button is required on first path for mobile apps." error when creating a workflow

Hello fellow intercom warriors 👋, I’m posting a question here, as maybe someone in the group has worked around it and faced a similar issue. (I also escalated to Intercom support to see if they could help.) Our pre-fin scenario was a decision tree from the start with Reply buttons. We are moving to Fin. The scenario is simple: when a customer opens messenger, we greet them with a message, ask them to type their question, and let fin answer before escalating. This simple to the point set-up works fine for the web. As soon as I add Android or iOS to the Channel settings of this workflow: I get an error , "At least one reply button is required on first path for mobile apps." This means I unnecessarily have to introduce a button-press actions, such as a reply here, to facilitate the messenger widget on the mobile. Is there any workaround for this?

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ryan.parker
Intercom Team
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Sabrina BrittNew Participant
asked in Workflows
Workflow Slack " Wenn ein Kollege die Gesprächszuweisung ändert" - funktioniert nicht, was fehlt?

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Nathan Sudds
Expert User ✨
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Brent LaaksoNew Participant
asked in Workflows
Update Lead Data Attribute or Qualification Data from Conversation Data

I am wondering if it is possible to update either a Lead Data Attribute field (People Data Attribute) or Qualification Data field based on if the field is null starting from when a visitor sends a message. For example, setting custom attribute “Chat ID” with value “ID” from the Conversation Attributes section when visitor sends their first message. Custom attribute “Chat ID” from Qualification Data “ID” from the Conversation Attributes Or as an alternative, if its possible to use a data field from Conversation Attributes in sync settings for Salesforce (currently I do not see any of those fields in the selection list in the settings).

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Intercom Team
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YemiNew Participant
posted in Workflows
Automatically closing conversations that become unresponsive during Workflows

Workflow → “If customer has been unresponsive” Problem Statement: - When a conversation hasn’t been assigned yet to an agent and the Lead/User/Customer is still interacting within any of the path(s) within a Workflow, but they suddenly become unresponsive after X minutes/hours/days, there currently isn’t a way to make the attached Workflow (see screenshot attached) to close the conversation or nudge the Lead/User/Customer to continue through the Workflow’s path.- The Workflow attached works regardless of if the customer is interacting with a Bot/Operator or a human.Currently, a member of the Intercom Support team confirmed to me that there is no option in Intercom to differentiate between where a customer is in the workflow, so the attached Workflow automation will happen at any time a customer has become unresponsive in a conversation. Example:- User A opens your Intercom Messenger and clicks on “Send a message”- User A My Product Idea: - 1. The workflow in the screenshot I shared sho

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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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Gina MelendezNew Participant
asked in Workflows
Can someone share experiences using Zapier with Intercom for automation & lead creation?

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

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Noam EttenNew Participant
asked in Workflows
How to start a new conversation (including triggers) in an existing WhatsApp thread?

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue: Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages? Thanks for the help!

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Justin M12
Graziela
Innovator ✨
GrazielaInnovator ✨
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?

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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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Adam Warden
Adam WardenConnector
posted in Workflows
What goals do you set for your workflows?

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

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Adam Warden
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millerharryNew Participant
asked in Workflows
How do I set up workflows that sync with my CRM?

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

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Rick ANew Participant
asked in Workflows
Autotag abandoned conversations

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance.

201
Emilygav
Intercom Team
Alondra Pacheco de Anzaldua
Alondra Pacheco de AnzalduaNew Participant
asked in Workflows
Error message when creating a tag

Hello Everyone, I hope someone can help me with this question because I’m feeling a bit stuck. I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved." I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it. Thanks so much for your time and help! 😊

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Alondra Pacheco de Anzaldua
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LaMintActive User
asked in Workflows
How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.

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