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

  • 409 Topics
  • 875 Replies
409 Topics
T
TaronishNew Participant
asked in Workflows
Does intercom support Arabic? Can we have different set of rules for the Arabic version of the website?

We launched an Arabic version of the website (same domain) and want to set different rules and operators for the chat bot on the Arabic version without disturbing the English version. Is it possible to do that?   

311
Daniel M15
Employee
2 years ago
R
Rachel M12New Participant
asked in Workflows
Since the new inbox has been released, the ability to select the thumbs up and thumbs down on resolution bot answers to help them improve within a chat are no longer there. Can they be returned?

Since the new inbox has been released, the ability to select the thumbs up and thumbs down on resolution bot answers to help them improve within a chat are no longer there. Can they be returned?

171
L
Employee
2 years ago
A
AyadNew Participant
asked in Workflows
How to account for a variable/unknown number of customer replies when building a custom bot

Hello,  We're trying to use a custom bot to offer users a way to submit simple bug reports from within our app (although this question applies to our other custom bots as well)  We are building the bot using the standard builder but a problem encountered in testing is that users might take 2 or 3 replies to describe a bug, and our bot triggers a response message after only 1 customer reply. If we set the bot to reply after 2 or 3 customer inputs, there's a risk that a customer never gets a reply if they only used 1 message to express their issue, or that a customer who expresses their issue in 4 messages gets a disjointed and clumsy bot reply right in the middle.  Our flow is a prompt to describe the bug, then a user response, then a thank you message from the bot.  How have other users gotten around this? Grateful for any pointers!   

172
M
Employee
2 years ago
S
Saurabh KNew Participant
asked in Workflows
The bot doesn't wait for reply

Why did the chatbot didn't wait if we ask user to select a meeting time ?bot continue the flow and didn't wait for user to select a date time, this creates a confusion

402
M
Employee
2 years ago
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User1248New Participant
asked in Workflows
Does anyone have any idea or examples of how intercom messenger bot can be used for cancelling subscriptions?

Does anyone have any idea or examples of how intercom messenger bot can be used for cancelling subscriptions?

162
U
2 years ago
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User1244New Participant
asked in Workflows
Can I remove the "email" bar from the starting chat bot?

Client wants me to remove the bar that asks you to enter your email address, for it is not needed anymore according to the company.I was wondering if it was possible at all, because I couldn't find a setting to remove said text bar.

461
A
Employee
2 years ago
C
ClintNew Participant
asked in Workflows
It would be great to be able to have multiple bot identities

Currently there is only 1 Bot identity that is used across all Task, resolution, operator, custom bots. We have a growing number of use cases where it would be ideal to have an option for multiple identities to select from. We would have 1 identity for tasks like sharing the support wait time, sharing articles, etc. Another bot for inbound sales qualification. And a third for our outbound Custom bot messaging we are sending from our CX team within our Platform.

461
L
Employee
2 years ago
A
AurélieNew Participant
asked in Workflows
Hi there - One of our custom bot options is to be transferred to our sister company. When this option is selected, is there any way to either transfer the chat to another Intercom account or have an automated email sent?

Hi there - One of our custom bot options is to be transferred to our sister company. When this option is selected, is there any way to either transfer the chat to another Intercom account or have an automated email sent?

262
A
2 years ago
U
User2284Connector
posted in Workflows
Anyone finding good ways to organize bots? I’ve started to use bots across our whole website and getting cluttered.

Anyone finding good ways to organize bots? I’ve started to use bots across our whole website and getting cluttered. Would love to be able to tag them, or have “groups” on the bot page I could organize them too. Maybe I’ll post in the feature request groups too!

40
U
2 years ago
K
Kevin R11New Participant
asked in Workflows
I need to know how to resend a message when the user does not respond

I need to know if there is a functionality where, after a while, a message can be forwarded to the client and if he does not respond, close the conversation.As shown in the picture. Thanks  

831
A
Employee
2 years ago
D
DilettaNew Participant
asked in Workflows
Is it possible to assign a lead to a team based on a specific Region?

We are trying to set up our custom bot in a way to assign leads to specific teams based on Regions or territories. Is there a way to regionalise leads assignment?

211
A
Employee
2 years ago
A
AlexandriaNew Participant
asked in Workflows
Where can I find Custom Bot ID's?

I need to pull the custom bot ID's out of our reporting. Where can I find the bot ID's?  

1491
S
2 years ago
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User1824New Participant
asked in Workflows
How to display a "visitor" flow and a "User" flow depending on whether the user is logged in or not?

We have created 2 conversion flows:1 personalized flow named "Visitors", for users not connected to our application, whose email address is unknown. This flow has as Rules "Visitors". And an other personalized flow, named "Users" for connected users, whose email address is known. This flow has as rules "Users". Unfortunately, whether on our Android or iOS application, the "visitor" flow never appears. Instead, the "User" flow is always displayed, although the user is not logged in.How do I get the "visitor" flow to be displayed when the user is not logged in?Thank you 

841
B
2 years ago
R
RobertoNew Participant
asked in Workflows
Launch custom bot in opened conversation

Hi everyone! Since I use Intercom for support purposes in my company, we are planning on developing an integration with JIRA.  What we want to do is notify the user when the JIRA issue is resolved (we can send the event to Intercom) and give two options to confirm wether the issue is resolved or not. The problem is I can't find a way to launch the bot in an already opened conversation. I also thought of developing a custom app to do this but i can't find a way to link the app with the event triggered by a JIRA status update.  Is this possible? Or does anyone think of a better way to do this, maybe via the Intercom API? I'll be happy to listen to any opinion you guys have about my approach to this development. Thanks!

181
B
2 years ago
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User1822New Participant
asked in Workflows
show custom options and HTML to users

When user opens chat section in my mobile app, I want toShow certain selectable options to users based on their account level (I.e. previous orders)When user selects an option then show more options or data (from DB via API) or existing articles (in intercom)Ideally, I would like to show clickable (touchable) HTML snippets as these options  Is this possible in custom bots, or is there any way to achieve this via intercom API?

392
U
2 years ago
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

1642
Aleksei O
2 years ago
U
User1791New Participant
asked in Workflows
How do I assign a conversation to a team through chatbot?

How do I assign a conversation to a team through chatbot? I know I can assign conversations through a follow up action, but it only gives me the option to assign the conversation to a specific user or Unassigned. Is there any way to assign the conversation specifically to a team?

241
Eric Fitz
Employee
2 years ago
U
User1785New Participant
asked in Workflows
Has anyone else experienced inconsistencies in their RB coverage rate in the past couple of months?

Up until December-January, we had a stable and consistent coverage rate growth. It correlated with the amount of content we added, both in the form of RB answers and Help center articles (we have the article suggestion feature enabled).But starting from February, we see a drop in coverage that we cannot explain. The questions we receive are pretty much the same, and we didn’t make any significant changes in our content/settings.  The weirdest part is, if I look at the stats day-by-day, I can see that, for example, Mon-Thu, we have an 80% coverage, and then, on Friday, it’ll drop to 40%. We never used to have drops like this before February.I believe the issue might be in the article suggestion feature. On a normal day, our bot sends out 100-150 article suggestions. But on other days, when we see drops in coverage, the number drops to 15-35. The number of answers sent seems to stay consistent. Has anyone else experienced anything similar? We'd appreciate any insights.

102
U
2 years ago
D
DanieliNew Participant
asked in Workflows
How do I combine a bot welcome message with Resolution Bot?

Hi! I would like the bot to send a welcome message as soon as the user starts a new conversation. However, I would like the user to type in his question afterwards (triggering the resolution bot keywords), instead of having to respond through the selection of buttons.

121
A
Employee
2 years ago
J
Juan SConnector
asked in Workflows
Event metadata doesn't display in Custom Bots

Hello, we've some problems displaying event metadata info in custom bots, it seems that the filters works fine but metadata not being displayed.here are some screenshots which explain our situation.  Has someone the same problem?Thank you!

154
U
2 years ago
E
Eduardo G12New Participant
asked in Workflows
Chat forms for gated content

Howdy Team, Is there an existing solution for an in chat form that is triggered when someone wants to download a gated content piece? In this article by the Intercom design team, they discuss how an embedded form is a great solution but don't think this functionality exists for custom bots. Any insights welcome. Thanks!

771
A
Employee
2 years ago
E
Eduardo G12New Participant
asked in Workflows
Booking group meetings in chat + Zoom link

Howdy Team, I was interested in finding out if there's a solution out there to book group meetings in chat plus automatically include a unique zoom link.  Would appreciate any help. Thanks!

81
Eric Fitz
Employee
2 years ago
A
AlexandriaNew Participant
asked in Workflows
How can I have a client routed before they respond to a custom bot message?

Our service is based on chatting with our clients. When they first register, they go through a non-intercom onboarding to our platform. Immediately after finishing registration and onboarding, a custom bot fires welcoming them to the platform. Once the client interacts with the bot, they get routed to an available agent via the round robin inbox function.  We want the client to be roundrobin'd when they first receive the bot message - not after they respond/interact with the bot. How can I do that?

81
Eric Fitz
Employee
2 years ago
H
Harry BNew Participant
asked in Workflows
Hide Custom Bot message on page until visitor opens Messenger

We are trying a Custom Bot on a specific landing page, in tandem with an external widget that can connect to Intercom via app. When you interact with the widget, it opens Intercom and the Custom Bot appears - however, the bot currently also appears separately on the page, either over or behind the widget (depending on device). Is there a way to hide the bot from appearing automatically - so have it only appear through manually opening Intercom?

343
Eric Fitz
Employee
2 years ago
U
User1140Active User
asked in Workflows
Different "starting points" based on user's plan?

We have users on different plans (silver, gold, platinum, vip, etc)... and we want to show different options for each. Can't use URL rules as they are all using the same pages.  I'm passing a "plan" user attribute" through the Intercom code snippet, but I'm not sure how to use it to show different content/options on the bot (or different bots?) based on the value of that attribute. Is it possible at all?

166
U
2 years ago
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