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Workflows

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

  • 462 Topics
  • 1,020 Replies
462 Topics
johntyson
johntysonNew Participant
asked in Workflows
How to Optimize Intercom Workflows for a Small Team?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

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Adam Warden
Adam WardenConnector
posted in Workflows
What goals do you set for your workflows?

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

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Adam Warden
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millerharryNew Participant
asked in Workflows
How do I set up workflows that sync with my CRM?

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

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Rick ANew Participant
asked in Workflows
Autotag abandoned conversations

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. 

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Emilygav
Intercom Team
Alondra Pacheco de Anzaldua
Alondra Pacheco de AnzalduaNew Participant
asked in Workflows
Error message when creating a tag

Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊

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Alondra Pacheco de Anzaldua
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LaMintActive User
asked in Workflows
How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

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Bekdana ✳️New Participant
asked in Workflows
Workflow

Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!

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Shaq Payne
Intercom Team
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Jay MuraszewskiNew Participant
asked in Workflows
Jira for Tickets Integration Help

I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

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kDmNew Participant
asked in Workflows
Custom automation workflows (Jira for Tickets - Jira issue comment is added)

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

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Jacques Reynolds
Intercom Team
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Wai-man FungNew Participant
asked in Workflows
Assign ticket attribute to a ticket in workflow.

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

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hotinbundyNew Participant
asked in Workflows
Workflow Assistance: Product Versions and Knowledge Source Query

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co

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Rachel KennedyNew Participant
asked in Workflows
Workflow for custom auto reply

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

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Joe Caffrey
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Arevik DumikianNew Participant
asked in Workflows
Is there an option to automate forwarding emails from inbox to the external team member email?

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

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Anton MabeckNew Participant
asked in Workflows
Starting a workflow triggered by when customer opens a new conversation in the Messenger, with a apply rules.

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

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Angel Horowitz
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harryjohnNew Participant
asked in Workflows
Using Intercom with HubSpot CRM

How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? I'm looking for guidance on setting up the integration, syncing contact details (Read More), and using automated tasks to enhance marketing and support efforts. Any tips or best practices would be greatly appreciated!

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Nur Nahid
Super User ✨
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Jack EtheringtonActive User
asked in Workflows
Fix Team Office Hours and Inbox Assignment Compatability

Situation:Intercom Workspace has multiple Teams, APAC, EMEA, AMER APAC, EMEA, AMER have different Team Office Hours User is a member of multiple Teams All teams are set up with Balanced Assignment User is active in Intercom inside EMEA Office Hours, but outside APAC/AMER Office Hours Expected:User is assigned conversations from EMEA Inbox Conversations in APAC/AMER Inboxes stay in APAC/AMER Inboxes until Office Hours begin Actual:User is assigned conversations from APAC, EMEA, and AMER

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Jacques Reynolds
Intercom Team
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iampaulaaaNew Participant
asked in Workflows
Auto close customer initiated tickets/forms when not filled out

Hi, we have this workflow in place: The problem is, when the customer choose to create a ticket but later on realized that this is not what they need and ignore it or not fill it out, the customer will be stuck. The ticket window will not auto close and if they click the arrow back it will just route them back to the home screen of the messenger. There is no option to start a new conversation because we intentionally disable opening new conversation when there is one open. How can we get the conversation to auto close when customer doesn’t fill out the form? FYI, we have this settings in place but it doesn’t seem to work for this scenario.  Appreciate suggestions from anyone.

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Jacques Reynolds
Intercom Team
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TanguyNew Participant
asked in Workflows
Customer Satisfaction - Ask customers to rate their closed conversation

Hello,I hope you're doing well.I’m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I’ve run into an issue.Since we typically close conversations once we provide an appropriate answer, I configured the workflow with “Conversation rating requested is false.”To avoid members receiving a “rate the conversation” prompt every time they send us a message, I added branches with conditions for “Last heard from more than/less than.” However, after making this adjustment, I’m no longer prompted to rate the conversation during testing. To test, I’ve set it up with a low threshold (1 day).I’ve attached the workflow for your reference. If you have any insights as to why it’s not working as expected, I would greatly appreciate your guidance.Thank you in advance for your help, and have a great day!

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Rotem Ben ShitritConnector
asked in Workflows
"Create By" option?

Hi guys,I wanted to know if in the UI there’s an option that is “Create By” or something similar in the workflows?For example: I’d like to do the following:Create a workflow for when a new ticket is being created - if that ticket is created by me, assign it to my colleague. If the ticket is created by my colleague, then assign it to me.Anything like that that i can use maybe? Thanks!

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tysonharry1New Participant
asked in Workflows
Can workflows in Intercom handle multi-language support for automated messages?

Can Intercom workflows support sending automated messages in multiple languages? I’m looking to create workflows that dynamically send messages based on a user’s preferred language (Checkout). Is there a way to integrate language detection or user segmentation to achieve this? Additionally, are there any best practices or limitations I should be aware of when setting up multi-language support in workflows? Any guidance or examples would be greatly appreciated!

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halcyoncv
halcyoncvNew Participant
asked in Workflows
I want  Advice on Creating a Friendly Onboarding Experience

Hi everyone,I am working on creating a smooth onboarding experience for new users of our uipath automation platform & I want some inspiration and best practices.What are some things you have found  effective in welcoming new users & getting them comfortable with your platform??Are there any  features or elements you would suggest including in an onboarding flow??I want to know about how to avoid overwhelming new users with too much information at once.Also i have check this https://community.intercom.com/topic/show?tid=8592&fid=7Thank you.:) 

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Nur Nahid
Super User ✨
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iampaulaaaNew Participant
asked in Workflows
Interrupt "If Customer has been unresponsive" workflow

We activated the “If customer has been unresponsive “ workflow in our chat conversations. How can we interrupt this workflow in cases where an agent needs to snooze the conversation because they need time to research or they need to consult another department? This is what we are trying to achieve:Agent will send a message asking for more time to solve the problem Agent will snooze the conversation Either of these can happen: a). Conversation will automatically unsnoozed and will stay on Open Inbox until a teammate picks it up b). Agent will manually unsnoozed the conversation and proceed to assist the customerWe are trying to avoid the scenario below where we tell the customer to wait, and yet we send them a follow-up because we haven’t heard from them😅 

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sdbagsNew Participant
asked in Workflows
Sachin Duggal : How to Launch a Beta Waitlist and Collect Responses Efficiently?

Hi Everyone, I'm Sachin Duggal , and the owner of a bags manufacturing business. I’m planning to launch a new product soon and want to create a waitlist for customers who are interested in being among the first to try it. I’m aiming to send a message to a specific customer segment and collect a "yes" or "no" response for joining the waitlist. Then, I’d like to prioritize the users who clicked "yes" first and release the product gradually to that group.Has anyone set up something like this before? I’m considering using Intercom’s method with Fin Copilot as an example. What would be the best approach to achieve this? Any tools, integrations, or tips for managing a beta waitlist effectively?Thanks in advance for your help!Sachin Duggal

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Jacques Reynolds
Intercom Team
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sdbagsNew Participant
asked in Workflows
Sachin Duggal : Best Practices for Setting Up and Managing a Beta Waitlist

Hi Everyone, My name is Sachin Duggal, and I lead a growing enterprise in the bag manufacturing industry, dedicated to quality and innovation.I’m about to launch a new product and want to create a beta waitlist for a segment of customers. Here’s my plan:Send a targeted message to customers, asking them to join the waitlist. Collect “Yes” or “No” responses to gauge interest. Prioritize access based on the order in which customers opt in.I’d like advice on the best tools and strategies to:Collect responses efficiently. Manage and organize the waitlist. Gradually release access in a systematic way.Has anyone done this before? Any tips, tools, or examples would be a big help!Looking forward to your suggestions!RegardsSachin Duggal

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Jacques Reynolds
Intercom Team
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kDmNew Participant
asked in Workflows
Issue with File Attachment Not Appearing in Jira for Tickets

Hello!I’ve encountered an issue after integrating "Jira for Tickets" with Intercom. I created a custom attribute called "Screenshot" with the intention that when a file is attached in Intercom, it would automatically appear in Jira. However, the file doesn’t seem to be transferring over to the Jira ticket.Could you please advise on how to properly configure this so that attached files are successfully synced to Jira?Thank you in advance for your help!A done task in jira:Screenshots: No 

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Emilygav
Intercom Team
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