Custom bot reply buttons based on subscription data - what's the best way to do it?

  • 15 February 2023
  • 1 reply

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We offer a lot of different products, and clients can subscribe to just one of them, or all of them, or anything in between. Subscription data is an integral part of audience segregation for all of our support content. We get the information from our internal user database, which is synced with Intercom as people data.

We've been having a custom bot asking what the user needs help for about 1.5 years now. I would like to improve this bot by asking which product they need help with - but only displaying the products which the user has actually subscribed to.

I wanted to use custom objects for this, but I can't figure out how to connect my custom object to the existing people data we have - it only lets me create a new people data attribute, which is of no use to me. Any suggestions for this? If you have any other ideas on how I can display just the products they have access to as buttons in the custom bot, I'd love to hear that as well!


Best answer by Daniel M15 27 February 2023, 16:23

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Hey @user86​! Daniel from Customer Support Engineering here 🔧 


You'll need to ensure that the custom object is related to a user (one user can have multiple subscription types). Ensure that you add a "relationship" attribute to your custom object, and relate it to a user object. In your custom bot, when you populate the buttons, ensure that you are using the correct unique ID for the subscriptions. I know this isn't too in-depth, but this is quite a dense feature, and you'll need to contact us via Messenger for a deep look into it. Here is the updated guide on how to use custom actions in bots - please let me know if it helps!