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Answered

have custom bot respone whatsapp conversation

  • October 27, 2022
  • 3 replies
  • 129 views

I need the bot to ask some questions before assigning a whatsapp conversation to a real agent.

Best answer by Shauna

Hey @user1954​ 👋🏼

 

Shauna here from Intercom Support!

 

Currently WhatsApp use with Custom Bots, Resolution Bot and Outbound is not supported - it's not possible to set up. This would be a feature request 🚀

 

I will flag this with the product team for you - Please provide any additional feedback or share any other context you may have in regards to your use case here and I can pass it along ✨

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3 replies

Shauna
Intercom Team
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  • Intercom Team
  • 159 replies
  • Answer
  • November 4, 2022

Hey @user1954​ 👋🏼

 

Shauna here from Intercom Support!

 

Currently WhatsApp use with Custom Bots, Resolution Bot and Outbound is not supported - it's not possible to set up. This would be a feature request 🚀

 

I will flag this with the product team for you - Please provide any additional feedback or share any other context you may have in regards to your use case here and I can pass it along ✨


Is this still true? In the documentation it says “You can now also see and use WhatsApp as a channel filter in Inbox rules, Custom Bots, and reports.”. So it works with custom bots now but not (yet?) with resolution bot?


Julia G
Employee
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  • Employee
  • 7 replies
  • March 28, 2023

Hello 👋

I wanted to post an update to this, as you’re now able to automate and deflect more inbound conversations over social media, Email and SMS!

In custom bots, you can create a bot under the new trigger “After a customer sends the first message”, where you can configure it to work on WhatsApp. This will trigger a bot when a customer sends you a message over WhatsApp.

When creating your bot, you can add steps to collect data from your user before routing the conversation to an agent.

Here’s the help center article

 

@Robert Buzink On Resolution Bot, you can also select the channels you want it to run over!


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