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Workflows

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

365 Topics
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365 Topics

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ChelseaAZNew Participant

asked in Workflows

Help with Phone problem / Workflow trouble shooting

Phones:Hi there, our phone lines have been on for an hour, but we have no calls coming in, they all come in as abandoned. Agents are in the phone channel, and are all experiencing the same issue. The calls are not being assigned to any queue, and the abandoned conversations are ending up in the All queue.When customers call in/during testing we hear “Application error” and then it hangs up, and appear as abandoned, but end up in the unassigned queue.Our workflows look to be performing correctly and nothing has changed that we can detect, and phones worked normally yesterday.

4 months ago

Andy KimNew Participant

asked in Workflows

Reporting - How many users completed Workflow without user intervention

Hey yall, TIA for the help!I am inheriting a preexisting Workflow and pretty much overall inbox, and a KPI that would help me out a lot is knowing how many users completed a Workflow (aka got their question answered) without any human intervention. Knowing this number or percentage before I make any changes vs. after would allow me to report on whether those changes that I made were effective.Is there an easy-ish way to accomplish this?

4 months ago

Greg M12New Participant

asked in Workflows

How can I access the conversation ID in a custom action?

I'm trying to create a custom action that calls a webhook with the conversation ID when a new message is received. The action builder says "You can use the selector ({...}) to pass Intercom attribute values in your request body." however there are no "Conversation attributes" that I can select. How can I add the conversation ID to the request payload?

4 months ago

KaraNew Participant

asked in Workflows

Is there a maximum limit for characters in a macro?

Hello, I would like to know if there is a maximum limit for characters included in a bot message included in a workflow. Thank you in advance!

4 months ago

TUngNew Participant

asked in Workflows

Show multiple video on workflow

Hi team,I have a question. Can you help me support?I want to create one workflow, when user exit page, we will trigger showing chatbot.When chatbot will ask user put email and give user some video guideline based on their selection.Number of video can be 5 videos. Can I do it on Intercom?And I want to know what is difference between Series and Workflow?Thanks

5 months ago

Nicolas MRLNew Participant

asked in Workflows

Custom action to GET a pdf in chat

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?

5 months ago

PacoNew Participant

asked in Workflows

Needing Help with Conversation Tags

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better?

5 months ago

ranker01New Participant

asked in Workflows

I have passed correct API key but still it showing API key error

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

5 months ago

SelvamConnector

asked in Workflows

A/B Test (Customer visit a page segment)

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference.

5 months ago

Michael NorteiActive User

asked in Workflows

Adblockers and Intercom

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock OriginTotal Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael

5 months ago

Pedro NeryNew Participant

asked in Workflows

Workflow that begins with a ticket and ends with a chat message

Hey everyone!I’ve been going around the workflow automation settings and so far no joy.I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end.It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime?Thank you in advance! ⭐️

5 months ago

Boom ManagementNew Participant

asked in Workflows

Custom bot to prompt customers to leave review on third party websites based on customer rating response.

Hello -We have enabled the conversation rating feature in Intercom, but also wanted to follow up with the customers that left certain ratings. For 4 or 5 star ratings, we would like to send a follow up message to thank them and request a review on a separate website. For 3 star ratings and below, we would like to send a message regarding an escalation and that a manager would be reaching out shortly. Additionally, we are trying to integrate slack notifications w/ these messages to make us aware when a particular message is sent to one of those cohorts of customers. Is this possible?

6 months ago

Brandon ForetNew Participant

asked in Workflows

Facebook Message CSAT Workflow keeps opening conversation back up.

I am using a workflow to sent a CSAT rating request after the conversation has been closed. Every time a customer is responding to channels (Facebook & Instagram) that they have to send a message, the chat is reopening. Then when we close them again, it send them the CSAT rating request again. Has anyone found a work around this, or is there something that I am missing? Thanks in advance,Brandon

6 months ago

KushalNew Participant

asked in Workflows

StephCNew Participant

asked in Workflows

How to alphabetise pinned teammates?

Is there a way to sort teammates that i have pinned in alphabetical order?

6 months ago

Steve NowlanNew Participant

asked in Workflows

Workflow Question: Collect Customer Reply followed by Wait

Hello I have a workflow that ends with - Collect Customer Reply, but followed by WAIT later that day and then send message to nudge the player to reply. Will this type of pattern work? If not what is the proper way to go abou this?

6 months ago

sandeshNew Participant

asked in Workflows

Custom questions for different pages in a web app

In a web app, I would like to show custom questions, based on the page they are in. This question is similar to this As soon as the question is clicked, the same is passed on the the agent, and they can start the conversation. Is this feature available as of now? Thanks.

7 months ago

Stephan NollerNew Participant

asked in Workflows

Connecting Bot with CustomGPT

Hi, has anyone tried to connect a bot with the newly available CustomGPT from OpenAI? I am struggling to get it done. Trying to use custom actions, map the content of the OpenAI Response to a custom object but then i cannot send the response back to the user. Any suggestions?

7 months ago

LucíaActive User

asked in Workflows

I need to automatically close conversations with workflow

Hi! We currently have a set of rules to close conversations automatically when we recieve messages such as spam and notifications. I am currently migrating those rules to the new workflows settings, but I can’t seem to find an action for it: Is there another way to acomplish this?Thank you!

7 months ago

IanMcCNew Participant

asked in Workflows

Workflow trigger from an Instagram message

Hi there, We’re having an issue with the Intercom Inbox, we’ve just integrated Instagram/Facebook messagers to come through via the native integration. I’ve created a workflow to be triggered when: Messages for the first time, and I’ve set the channel to be Instagram / Facebook (two different workflows)But none of the workflow’s are triggering, are we doing anything wrong? We want to create these messages as Leads directly into Salesforce and tag the source appropriately but we cant do this without the workflow. Thanks in advance for your help!

7 months ago

Kevin McBainNew Participant

asked in Workflows

For workflows, is it possible to filter actions on a field associated with a Customer's email address?

Hi all!The workflow I’m trying to build (forgive me, new to Intercom) is essentially having the user respond to a chat bubble that pops up asking them if they’re interested in speaking with a member of our team, and then having them enter their Name and Email address, and then triaging them to a respective team member’s Calendly.When I build a workflow and make the structure something like:User Enters First Name/Last Name »Branch based on If [Custom Owner Property] is… A/B/C/D »Show Owner A/B/C/D’s Calendly Page Based on Above Branch It doesn’t pull from the Custom Owner property associated to the email entered. Can Workflows only deal with Leads? If a customer enters their email address and is associated to a customer, is it possible to cross reference that against their email address and then pull from that profile? How would I build that? Let me know if you need clarification from this ramble, thank you!

7 months ago

Jens LindmanNew Participant

asked in Workflows

Send a Intercom survey response as a Mix panel event?

We have a dashboard with all our KPI:s in Mix Panel.Is there a way to send a response from an Intercom Survey as an event to Mix Panel?The goal is to be able to add show the survey results in our Mix Panel Dashboard together with our other data.I have looked into Zapier as a solution but the “Submitted Survey”-trigger for Intercom is not available in Zapier.Any work-around for this?

8 months ago

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