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

  • 459 Topics
  • 1,009 Replies
459 Topics
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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
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KushalNew Participant
asked in Workflows
Setting up custom action and custom bot

I have created a custom object and custom action following the articles. I am storing the custom action's API response to my custom object and populating that inside my custom bot. But, from the Custom bot all the attributes of the custom object are showing null. Also there are no logs getting shown on the custom action. I have many:1 and 1:many relation set as suggested in the article to my object:people and object:conversation . Can someone help me with this?

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User2090New Participant
asked in Workflows
How to prevent bot from saving responses.

I have a bot that we're using to pretty much just tag users as a way to opt-in to future communication. Every time the user opts-in, it saves that "yes" as a conversation, which we then have to delete. The bot is doing all the work of tagging the customer, so saving that conversation is just extra work. Any suggestions on how to prevent that? I'm pretty new to intercom :)

120
Racheal
Intercom Team
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Gabriel F11New Participant
asked in Workflows
Is it possible to assign a message sent by the user as a variable?

I need the bot to capture this message, from Whatsapp, from the customer's response and assign it as a variable so that I can use it in an API

830
Shauna
Intercom Team
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Matthew GNew Participant
asked in Workflows
Is it possible to converge two paths into one?

Our custom bot splits the path in a couple spots when getting and verifying the customer's information. Is there a way to reconnect the two paths back into a single path without the use of reply buttons or something that gives me an arrow? See image, where we've asked the potential customer whether or not they have an e-mail address. Once we get that info (or learn that they do not have an email address), I'd like them to go back into the same path. The red lines are what I'd like to accomplish. Thanks!

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Moritz WNew Participant
asked in Workflows
Best alternative for 'Bump by Userfeed' or how to automate follow-ups?

Hi, we're currently using Bump by Userfeed but don't like it. It feels very manual as you need to click two buttons every time you want to automate a followup. We also never customize the template Bump by Userfeed offers. We only use it to follow up with a question like "when does this happen?" or "could you elaborate?" or "what version are you on?" etc. I think ideally we'd have a bot that detects/notices that we asked the user a question and reminds them to follow up after a few days. Any idea for what we should try to reduce manual work for automated followups?

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MiaNew Participant
asked in Workflows
Best practices for implementing localized support/ support in different time zones?

We are exploring the option of offering localized support to our customers. Ideally, we would allow customers to choose between three time zones for support such as U.S. Pacific, EMEA, or AEDT and only offer them support during the time they have chosen. We were planning on creating some type of attribute for this in Salesforce so we could easily identify which customers are part of each support offering. Where we seem to be struggling is the routing. We are currently thinking that we will need 4 separate inboxes/ teams (one for PT, one for EMEA, one for AEDT, and one for 24/5 support). As some of these times will overlap, our team is looking at having to watch multiple inboxes. We are also struggling to figure out how we would be able to continue to use auto-assignment as there is no way to turn off auto assignment for a particular inbox. We want to ensure customers only receive support during the time offering they have chosen. Any best practices anyone can share around this?

1780
Oseas
Employee
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GastonNew Participant
asked in Workflows
How can I create a link that contains the utm parameters as attributes?

I'd like to create a link that contains attributes from the user: But when doing so, I cannot find the utm parameters in the attributes list: I basically want to create a link like the following https://sample.com?utm_medium=medium&utm_source=source&utm_campaign=campaign where the utm parameters are the ones which the user had before opening the conversation with the bot. If this is currently not possible through the intercom interface, would this be possible using custom scripts? I see this developer post on github that could be a solution, but dunno even how should I implement such script. Thanks Gas

2110
Shauna
Intercom Team
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Christoffer DNew Participant
asked in Workflows
Assistance developing an Intercom app

If you are an expert in building Intercom apps I am looking for you. I need you to participate in a series of video meetings to assist me in choosing the right setup for my app and finding my way around the different corners of Intercom. The remote service that will communicate with the Intercom app is good to go, except I would need your assistance crafting responses to requests from Intercom. I will of course pay for your time, let me know if this has any interest.

190
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User1190New Participant
asked in Workflows
Can I integrate Zendesk into the custom bot?

Can I integrate Zendesk into the custom bot so that I can offer our customers to either chat with an agent or create a ticket in Zendesk via Intercom?

1090
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SatyamNew Participant
asked in Workflows
How can I add a new path for my custom bot?

How can I add a new path for my custom bot?

1340
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Employee
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FNPLNew Participant
asked in Workflows
Cannot get custom bot to show on my test webpage!

I have completed Messenger web integration and set a Custom Bot live, but when I go to test it on our trial webpage the Custom Bot does not appear.

200
Milan
Expert User ✨
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User1046Connector
asked in Workflows
When inserting a bot into series, is it possible to send customers to an existing re-usable bot instead of having to build a new one?

Trying to point customers to an existing re-usable bot i've built, but when trying to point people in Series, it just asks to build a new one - not use an existing one.

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User2566New Participant
asked in Workflows
I need to link K to S only after user will click on Article Search app / viewed the article What is the correct way to do this? I tried Conditions - viewed article, but it doesn't work as expected.

I need to link K to S only after user will click on Article Search app / viewed the article What is the correct way to do this? I tried Conditions - viewed article, but it doesn't work as expected.

700
Milan
Expert User ✨
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User2392New Participant
asked in Workflows
Anyone else having an issue with users who are unable to report an issue via the app?

Anyone else having an issue with users who are unable to report an issue via the app?

100
Milan
Expert User ✨
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BelindaNew Participant
asked in Workflows
How to start a new conversation from ongoing chat with custom bot ?

Is it possible to provide a "start again" button as a bot response so user can start new conversation again ?

870
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PiaConnector
asked in Workflows
Can the custom bot recognize if the team is available and answer accordingly?

Hi! I am using custom bot to map customer questions before reaching the support team. Some of the questions can be solved with custom bot and some of them needs the agent. When the customer wants to talk to a human would it be possible for custom bot to recognize whether the team is online or not and answer accordingly? It would help a lot to manage customer expectations! Hope you can see what I am after! 😁

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Adam B15New Participant
asked in Workflows
How can I launch a Custom Bot when a link is clicked?

Trying to add a link to an email that will, when clicked on, launch operator live chat on our site. Not seeing documentation for how to do that though.

3520
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Drew P12New Participant
asked in Workflows
When should I use an Event vs. a Custom object data element?

These seem somewhat overlapping, so I don't understand when to use which type of element. Also, if I use custom object data, can i write reports against this?

1110
Daniel M15
Employee
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User572New Participant
asked in Workflows
Visual bot builder

This doesn’t display for me since the update, I’m still seeing the old / previous design. Do I need to do anything?

160
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User144New Participant
asked in Workflows
What's the best way to create identical Custom Bots, but in different languages?

I need a custom bot for our customers across several different languages.

1680
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Peter L14New Participant
asked in Workflows
Anyone using UChat in front of intercom?

I am using UChat for chatbot and then connect to intercom when the user asking for human agent, it works great. Just want to check if anyone also using UChat, I would like to discuss what features do you use from UChat, as it is such powerful chatbot platform. https://www.intercom.com/app-store/?app_package_code=uchat-gmp1/p>

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Milan
Expert User ✨
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Hannah ENew Participant
asked in Workflows
How do you set a Custom bot to appear on a specific URL?

We use custom bots to provide some information before someone chooses to speak to a person. This is across most of our pages, but I have a different Custom bot that I would like to kick in if a person accesses Intercom from another of our webpages. This is important because the bot will end by assigning the query to another team in Intercom (and this seems to overrule the inbox rules set up). Is it the 'new conversation' Custom bot I should be using? I thought it would be straightforward to do this by using Rules, but I've tried a few different things and it still only shows the original custom bot, not the one I have created. This means the queries are then also assigned to the wrong team. I've created an Audience rule 'Current page contains...', but this didn't work. I also added 'does not contain' to the original Custom bot as well, but this still didn't fix it. Can anyone help? Thank you

5240
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SatyamNew Participant
asked in Workflows
How can I disable visual mode in Custom Bots builder?

How can I disable visual mode in Custom Bots builder?

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HemediNew Participant
asked in Workflows
Hi! We're creating a bot that uses AI to summarise past conversations when a new one is started. We're mainly building it to scratch our own itch, but would love to speak to other people about this.

When our customers message us, we often find that context of previous conversations helps us respond to them well. The problem is it can be tedious to then go looking at past conversations. We thought "wouldn't be nice if a brief note was added to new conversations with a summary of past conversations with the customer?" So that's what we're building. We're mainly building it to scratch our own itch, but we think it would be helpful for many businesses that use Intercom. So we are reaching out to you to get your feedback. We'd love to have a conversation with you. Let me know if this interests you and we can chat!

320
Daniel M15
Employee
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