Skip to main content

Workflows

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

  • 458 Topics
  • 1,007 Replies
458 Topics
U
User1954New Participant
asked in Workflows
have custom bot respone whatsapp conversation

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

1303
Julia G
Employee
D
Innovator ✨
Denis TaranetsActive User
asked in Workflows
How can I turn off notifications for Custom Bot activity?

Good day/night and so on, community)) Im using a few custom bots and bots are using their own queue for the dialogues. But my agents are still getting push notification about the bot actions. With what settings it can be avoid? I would like agents to receive messenger notification only if some actions are needed from them. Not each time when the bot is closing dialogues etc

2058
R
O
OpenNew Participant
asked in Workflows
Connecting 3rd party bots to messenger

Is it possible to connect 3rd party bots (our bots) to the messenger? With the possibility of "handing-off" the conversation to an Intercom agent at some point (and returning to the bot, after the agent finished)? Our company makes custom bots for customers. We offer our widget, but we have no customer service functionality. It would be nice if the visitor can start conversing with our bot, preferably watched by an agent, and one point the chat would continue between the agent and the visitor. This could be initiated by either the bot or the agent (or maybe the visitor).

1950
Racheal
Intercom Team
L
Liz HNew Participant
asked in Workflows
Is it possible to have a link in a survey open the messenger?

I'm setting up a survey to be used as our cancellation flow so that when someone clicks "cancel my plan" in their account the Intercom survey opens. In the intro screen, I first want to make them aware that they have alternatives to cancelling like pausing their plan. I have a link that says "Chat with someone now and I want that to open up the Messenger, ideally with a custom bot that I can set up that knows this is a cancellation request.

2320
Racheal
Intercom Team
Jana
JanaActive User
asked in Workflows
Custom bot reply buttons based on subscription data - what's the best way to do it?

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!

710
Daniel M15
Employee
M
MartinaConnector
posted in Workflows
Operator does not provide suggestions after two subsequent questions

Hello, I've noticed that after the prospect submit a question via the chat with a good key word, the operator is able to automatically suggest a related article. However, if the same person asks a second question with good key words, the operator does not suggest a second article but says that"someone from the team will reply soon". Do you know why?

170
M
J
Jackson BNew Participant
asked in Workflows
Custom bot people data fields not showing up

I have several people data fields or attribute the bot asks for to qualify a lead. This can be name, birthdate, phone number, etc. When a user inputs their information on the bot, the data is not showing up in intercom and I can't see it on my end. Why is this happening?? Pls help!!

1770
Racheal
Intercom Team
M
MohanadNew Participant
asked in Workflows
Reporting on customer bot

Need urgent assistance please - Our bots have a button prompt that asks something along the lines of: 1) Do you require immediate/urgent support 2) Can you wait for an email I need to report on how many customers clicked on those prompts, who they were, so we can build out certain events and data from it. I also want to be able to report on how long it took our internal support team to respond to those customers (high priority SLA = 10 minutes, and "email" SLA = 1 hour) for example Checked all report options and articles but for some reason this does not seem to be an easy thing to report on? Just need to report on the custom bot button engagement Thank you in advance

660
Joseph S.
Super User ✨
J
JegorNew Participant
asked in Workflows
Hey! Is it possible to initiate a custom bot when a visitor goes through more than 50% of the page?

Thanks!

230
Joseph S.
Super User ✨
S
SandipNew Participant
asked in Workflows
Can we export bot analytics data from intercom via api?

1090
Oseas
Employee
L
Lauren D13New Participant
asked in Workflows
How do I set up a custom bot to pop up every 6 months?

I want to run a custom bot for an NPS survey. I'd like the survey to pop up to a user every 6 months, assuming they continue to meet the requirements. i can't figure out how I set up the rules to have the bot pop up automatically every 6 months

220
User1830
U
User2369New Participant
asked in Workflows
How to use different custom bots when users on different screen of our mobile apps? Given that we know which screens they are on, we want to ask related questions in the custom bots when they open the Intercom messenger? Thanks.

For example, let's say we only have 2 screens (account screen and product screen) in our mobile app. If user is on account screen and they open Intercom messenger, we want to give them options like (account issue, payment issue, etc). If user is on the product screen and they open intercom messenger, we want to give them option like (refund, complaint, product related help, etc). Thanks.

893
F
B
BehramNew Participant
asked in Workflows
How to trigger a survey/form via Custom Bots

Hello folks, I am planning to have the both launched once users click on a certain CTA. Ideally, I would want the survey/form launched as soon as they click on the CTA. Is this possible? If not, and I have to rely on launching the bot first, can the bot subsequently launch the survey/form? Thank you!

1240
B
S
Shane BNew Participant
asked in Workflows
Do custom actions replace the data in a custom object or only update it?

I have a custom object called "Orders". When the user clicks "Cancel Order" in a bot I use a custom action to get their list of orders that can be canceled. Once the user finishes canceling the order, they can click "Cancel Another Order" which will then run the same custom action again to get their list of orders that can be canceled. However even though the custom action's response now has an empty array of orders, the order from the first response is shown in the conversation. How do we clear out the orders array on the conversation with each GET from the custom action?

1920
Diana Tripac
Intercom Team
U
User1539New Participant
asked in Workflows
How can we clear out custom object data from people data?

I'm building a custom bot that automates order refunds. I have set up a custom action that gets recent orders and puts them into the order custom object that maps to people data. This works fine. The issue is that when I show reply buttons from object data in the bot flow, I am never able to change what orders are shown after the initial 5 are shown. Once the person has orders in their custom object data, those are the orders that are always shown, regardless of what orders were fetched by the custom action. What I expect to happen is that the orders shown are the same as the ones fetched by the custom action. I have already verified that external_id is mapped correctly so that there are no duplicates. I have also tried to map orders to conversation data and NOT people data in order to force refresh the orders when a new conversation has started but that does not work. It seems that the orders must be stored on people data in order to use in the bot workflows. For additional context, I

2417
A
A
AnikNew Participant
asked in Workflows
Is it possible to save reply values to a Custom Object?

I set up a Custom Object and Linked it to *both* the Person and Conversation objects, as stated in this article. In the Visual Editor, when I select Save reply... I don't see my attribute under the Person object and I don't see the Custom object.

1230
Racheal
Intercom Team
C
Cassandra D12New Participant
asked in Workflows
Creating a bot that identifies client manage and sends the conversation to their Gmail address to respond

Is there a way to create a bot that identifies the users Client manager (who isn't on intercom) and send that conversation directly to their Client manager?

190
Daniel M15
Employee
J
Jennifer LNew Participant
asked in Workflows
Is it possible to implement Intercom Custom bot for a mobile version of the platform?

Is it possible to implement Intercom Custom bot for a mobile version of the platform?

180
J
B
Bruno VNew Participant
asked in Workflows
How to use reply buttons from Custom Objects

Hello everyone, I am working in a custom integration with Intercom that will allow my customers to create bots that handle e-commerce tasks for them directly in the Messenger. To do that we want to allow them to build a bot that: Collects some data like email and order number Calls my API endpoint Allows the customer to select what order line they want to talk to support about To do this I have created 2 custom objects: _customOrders, with the fields: externalID customer_email customer (many to 1 People with the field name custom_orders) conversation (many to 1 Conversation with the field name custom_orders) custom_lines (1 to many _customLines with the field custom_order) _customLines, with the fields: externalID price product_name custom_order (many to 1 _customOrders with the field custom_lines) conversation (many to 1 Conversation with the field custom_lines) customer (many to 1 People with the field custom_lines) Based on the documentation I then created a custom action that retur

5040
Racheal
Intercom Team
D
Dave CNew Participant
asked in Workflows
Using the visual bot builder, and cannot figure out how to submit a conversation

Here are some screenshots of what I am doing. As you can see, the text that I want to pass from the bot to the operator is not working. Any ideas on how I can resolve this issue? Thank you, Dave

190
Shauna
Intercom Team
A
AchimNew Participant
asked in Workflows
How can I configure the bot so it always automatically sends the URL the user is on with a message the user sends?

Is there a way that with a customer-message the URL is sent of the page the user is on? With this URL we can track on which document the user currently is in our application (the URL serves us as a document-ID).

240
Oseas
Employee
F
FranklinNew Participant
asked in Workflows
Customer input location to bot logic matching

Hi i want to query the customer on a location and match that location to a series of follow ups based on the location (city, State, or zip). How can i accomplish this?

340
Daniel M15
Employee
U
User2110New Participant
asked in Workflows
Set data attribute in Custom Bot conversation based on event metadata

I'm receiving an event that I use as a trigger for certain Custom Bots. When the bot is triggered I want to set the value of a conversation data attribute automatically based on a metadata field of the triggering event. So far I've only found the option to use event metadata as part of the bot content or to ask for user input for the attribute, but no option to use the metadata directly as a value for the data attribute. Is there any way of configuring this in Intercom?

2030
Shauna
Intercom Team
K
KushalNew Participant
asked in Workflows
Storage pricing for custom objects?

We checked for the storage pricing for custom objects and custom actions and we got to know from this article that custom actions are included on all plans at no additional cost. 15 Custom Objects and 100K records are available on all plans at no addition. But I want t o know the additional charges if I go over 15 custom objects and 100k records. Also, Can I delete any custom object once created. I can archive the object but I could not find a way to delete it. Can someone help me with this?

520
Daniel M15
Employee
A
Alexis PNew Participant
asked in Workflows
Is there a way to keep track of responses that customers are selecting during a resolution bot?

For example, I want to create a cancellation flow and want to keep track of the reason why they are canceling.

800
Oseas
Employee
Ask a question

Popular tags

Terms & ConditionsCookie settings

Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings