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

  • 428 Topics
  • 923 Replies
428 Topics
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User2563New Participant
posted in Workflows
User bot interacts with external apps

Hi team, I checked the docs of Intercom briefly regarding my scenario and got no idea on how to implement hat: 1.Scenario: when my customer reply me with information like name, telephone2.My aim : I have to check validate the name/telephone based on an external database before answering to the customer by my bot , and my bot then have to reply to the customer based according to validation result. 

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Employee
2 years ago
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PrzemyslawNew Participant
asked in Workflows
Need to know how to pass params and trigger specific bot in Android/iOS SDK or Cordova plugin.

Hi there!  We want to use specific bot depends which button user used in mobile app. So far we use method called displayMessageComposer, which doesn't has mentioned options to pass. Is there any option to pass params to intercom and trigger specific bot?

760
Eric Fitz
Employee
2 years ago
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Richard MNew Participant
asked in Workflows
Can I see when a Custom Bot was last updated?

In my custom bots I would like to have a column called "Date last updated" you can have last updated by, I need to know when changes are made to the BOT, is this possible

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Eric Fitz
Employee
2 years ago
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RubyNew Participant
asked in Workflows
How do I change my auto-replies?

How do I change my auto-replies?

3330
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Employee
2 years ago
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Greg S13New Participant
asked in Workflows
How do I turn the custom bot preview off?

I created a custom bot in a draft series. I previewed the bot. I no longer want the bot to appear on the page I had set the preview to. But I only seem to be able to change which website the bot will preview on, not turn off previewing all together. How can I completely disable the preview?

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Employee
2 years ago
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User16New Participant
asked in Workflows
Nudging customers who don't respond in time to a custom bot

We have a particularly feature in our app that we've seen a lot of our members confused by. We added a top option for it in one of our Custom Bots, with three subsequent paths that they can take, but we're seeing a large number of people select the first option and then stop.  We know that they aren't having their questions answered because we also see a lot of duplicates and people opening up a message the next day as well 😂  Right now, we have two options: Set up an auto-closing automation rule to close these conversations after a few minutesWe let the conversations stay open and then an agent responds to the member We'd love a third option: where when the Custom bot hits the 3 minute mark of "a customer hasn't responded in time", they'd get a follow-up message prompting them for more details.  I haven't figured out how to do that yet, and might not be possible, but figured I'd ask!

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Employee
2 years ago
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Billy ZNew Participant
asked in Workflows
Why don't I have permissions to create a Custom Bot?

When I try to add a custom bot it says "This feature is restrictedAsk one of your teammates to give you permission." What's strange is I am the admin of the account so I'm not sure why I can't create this bot? Thanks for any help

140
Kevin Bendixen
Top Expert ✨
2 years ago
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Julia NNew Participant
asked in Workflows
How do I add a "Go Back" button to my Custom Bot flow?

Hi! Ive set up a custom bot, a lot works well but I have noticed that many of our customers open many conversations, I think it is because they click the wrong button. I would like to try to add a "Go back" button that you have on intercom. This one! :D  I dont understand how to do it?

1970
Eric Fitz
Employee
2 years ago
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Dave S12New Participant
asked in Workflows
When an owner is assigned to a contact, can I trigger an outbound Custom Bot with the owner as sender?

When an owner is assigned to a contact, can I trigger an outbound Custom Bot with the owner as sender?

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D
2 years ago
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User2253New Participant
asked in Workflows
Can Resolution Bot be used to reply to WhatsApp conversations?

Is there a way for the chatbot to be integrated with Line chat and Whatsapp? The only integration I read is that they're only integrated for live agent support.

170
Eric Fitz
Employee
2 years ago
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Kyle PNew Participant
asked in Workflows
Can we edit the Conversation ratings by Resolution Bot?

For our business it makes sense to rate how easily the customer found their information vs how the overall conversation went. We are not directly support, but are a tool to qualify leads. We've found poor sentiment scores solely based on if a lead can quality to use our product or not. It would be more helpful if we could edit the question/rating.

2200
Eric Fitz
Employee
2 years ago
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Sylvain GNew Participant
asked in Workflows
Custom bot localization

Hello, I am looking for the best solution to localize my custom botsI think I'll be able to filter custom bots depending on logged in users but I can not find where to localise the bot or even if localization exists.Otherwise, I think I'll duplicate it Thanks

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S
2 years ago
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User2240New Participant
asked in Workflows
Why are my bot conversations not auto-closing when Resolution Bot steps in?

When making a Custom Bot from new conversations, if I use “Add bot message” and the user types nothing, according to our setup, “Auto-close abandoned Custom Bot conversations” is set to 3 minutes, the conversation in my inbox disappears. (Wanted) If I use the “Resolution Bot and follow up actions” and the user types nothing, the conversation stays in my inbox and never disappears. (Not Wanted)I would like to utilise Resolution Bot more, to help answer some questions, if they ask them.I have tried displaying half the page using Add Bot, and half using Resolution bot, still does not remove from inbox if user abandons the screen.

130
U
2 years ago
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Theo B12New Participant
asked in Workflows
Switching between support, conversation, and marketing products

Hi, I am curious lets say you have a "seat" who has access to all of intercom's products (E.g., marketing, support, and customer engagement). How would he or she switch between these in the hub?

120
Eric Fitz
Employee
2 years ago
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Logan MNew Participant
asked in Workflows
Can I trigger a Custom Bot based on keywords?

Hi everyone! I have been trying to figure out a way to design a custom bot based on keywords. Does anyone have advice on this from a customer support perspective not a "Create leads" perspective?? Any suggestions are really appreciated! For example, I'd like the bot to respond to when a customer asks for support, instead of instructing the bot to pop up after the user has been on site for an amount of time.

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L
2 years ago
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Julia NNew Participant
asked in Workflows
Can I search conversations for the value of a custom attribute?

I am setting up a customer bot now that asks for shipment numbers.It is not possible to search for the shipment number later when the customer has answered with the shipment number.I can get it in Conversation details but it's not searchable either?

2300
Milan
Expert User ✨
2 years ago
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SudhirNew Participant
asked in Workflows
How to use event metata in Custom bot conversation?

Hi I am building a custom bot where I would like to start the conversation with customer based on the previous event done on my product website. I have also set the event with metadata which is perfectly getting captured. But when I am trying to use the metadata in conversation its not available for use. Did anyone face same problem, please help in resolving the problem.  Code sample as how the events are configured: trackEvent('Clicked Help', { accessedFrom: accessedFrom || 'N/A', sectionTag: trackingProps.sectionTag || 'N/A', destinationUrl: href, });window.Intercom('trackEvent', eventLabel, data);Screenshot of Event Metadatascreenshot as the event metadata is not visible only attributes can be used 

1330
Milan
Expert User ✨
2 years ago
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DaveyNew Participant
asked in Workflows
Did the ability to attach PDF file in RBot change?

Hey Team,  I have been going back through documentation and opened a ticket this morning with Intercom support. We have an RBot programmed to automatically give 2 PDF files for customers who need a copy of our W9's. I am attempting to update it today, and noticing the file attachment option is missing. Drag and drop doesn't seem to work either (I thought it might be worth a shot).  Did the ability to provide files in RBot change over the past few months?

1710
D
2 years ago
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ArjunNew Participant
asked in Workflows
Is it possible to launch a Custom Bot via the API?

Can I initiate the conversation to go to a particular custombot through any API mechanism? For instance, user does some action on my mobile app/website and sees an error. I know what the error is and want the user to directly go to the custom bot which addresses this particular error. I don't want to use the "Button Click" mechanism which is currently there on intercom.

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Milan
Expert User ✨
2 years ago
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User2150New Participant
asked in Workflows
Can I trigger a custombot on click on a button directly from react?

Can I trigger a custombot on click on a button directly from react?

2310
Milan
Expert User ✨
2 years ago
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Florencia SNew Participant
asked in Workflows
Can I trigger a Custom Bot programatically?

Can I trigger a bot chat through code?  Thank you!

1010
Eric Fitz
Employee
2 years ago
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User2182New Participant
asked in Workflows
How do I disable a customer being routed to a teammate if they don't engage with a bot?

I've just launched custom bots recently and see that if the customer doesn't respond to a bot question within 3 minutes it routes it to a live person. How do I turn this off? I would prefer to not route them to a person after 3 minutes. Thanks!

120
A
Employee
2 years ago
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Jocelyn JNew Participant
asked in Workflows
Can I set up a wait time between steps in a custom bot?

I am setting up a custom bot to qualify leads. What I would like to do is set a wait time so that if a team member doesn't respond in a specified time (like 30 seconds) the bot will reengage and request contact information so that the team can respond via email Is there a way to put a "wait" step in like that? I've looked at the SLAs but not sure if "failing" an SLA can reengage the bot.

550
Eric Fitz
Employee
2 years ago
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User2160New Participant
asked in Workflows
Can you have a bot hand off to another bot?

We have several bots on several sites, specifically one on our website and then one that shows up in our LMS. Of course they both ask different questions and sometimes our learners will go to our website and ask a question. More often than not, we have that question answered through our bots and articles within our LMS bot tree. But not in our website tree. It would be great to be able to "hand over" the conversation to the LMS bot from the website bot if it is determined the topic needs to go that route.

470
Milan
Expert User ✨
3 years ago
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User2155New Participant
asked in Workflows
Can I query a third-party resource to give a response in a Custom Bot?

Can I request data from a third-party resource to give a response in the chat bot? For example, a user wants to know the weather. He enters the city and I go to the weather service and request weather data and return the answer to the user

170
A
Employee
3 years ago
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