Workflows

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

  • 337 Topics
  • 711 Replies

337 Topics

F
Florian TandarNew Participant
asked in Workflows

Duplicate paths in custom bots

HiI’d like to know if it’s possible to duplicate a path in a custom bot (to reuse it as a basis instead of creating a new one from scratch)

2
B
6 months ago
O
Oliver CookNew Participant
asked in Workflows

Can a Fin Customer Answer (resolution bot) conflict with a 'Workflow sent after first message'?

I was just exploring the functionality of letting the customer type when you have a ‘Customer opens new conversation in the Messenger’ workflow.Our current process is we have composer disabled, the customer is then triaged via buttons to a relevant query, then if it didn't help or they click a ‘something else’ option they’re directed towards chat support, with FIN there to try and answer the query as one last try at self serve support before they do definitely get assigned to an agent.I just wanted to know what would happen if we did enable the composer from the beginning with Fin custom answers as an option at the beginning as well as buttons, and whether that would conflict with any re-usable bots set up to be triggered by key words in a customer’s first message.  

1
Larissa Alberti
6 months ago
R
Radhika TKNew Participant
asked in Workflows

Resolution bot and Workflows

Hi,I sit possible to use “Let Fin answer” option in the Resolution bot?  Right now, for the custom answers I am writing, there is a path that I have defined. I want to close the conversation once the customer has repsonded to “That helped”In resolution bot, the path takes me to standard answersIn the Workflow with the trigger,  https://www.intercom.com/help/en/articles/4134615-customer-opens-a-new-conversation-in-the-messenger#h_c6b42fc0bbhow do make sure that the actions that I have defined in the Workflow flow inyto the Resolution bot

1
Jennifer K
6 months ago
S
Steph NConnector
asked in Workflows

Maybe I'm overlooking this in the help center, but it would be awesome to be able to use Macros in resolution bot replies/answers. Thanks so much!

Maybe this is an option that I'm just not seeing🤞 ? Many of the macros that agents use are the same answers we would want a bot to give.​Thanks a million!

3
K
6 months ago
A
Amy SparentNew Participant
asked in Workflows

Can I set up a workflow that automates letting customers know we're closing soon via our office hours?

Can i create a workflow that sends a message to all open conversations in a specific inbox letting customers know our support agents will be going offline soon based on our office hours? For example, 20 minutes before our default office hours, can a message be triggered and sent to all open conversations in ABC inbox? 

1
Racheal
7 months ago
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Customer MNew Participant
asked in Workflows

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

3
C
7 months ago
D
Deon DonNew Participant
asked in Workflows

Can we Call a Reusable Custom Bot into a chat?

I have a Fix All Bot that would be useful for my support reps to call into a chat. Is that possible?

2
S
8 months ago
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User1887New Participant
asked in Workflows

Can I change the "Bot" text at the bottom of the Operator Name? I want it to say something like - "Customer Service".

2
C
8 months ago
C
Claudio NuñezNew Participant
asked in Workflows

Creating macro

Hi, how can I create a macro that allow me to close the ticket in 24hs?

1
Nathan Sudds
Expert User
8 months ago
U
User281Connector
asked in Workflows

Workflow and conditions

how can i make the massenger  open  beasd on plan and work houreslike if the plan is pro and paid yearly show the massenger 24 hif the plan pluse and paid monthly show the masenger beasd on sepecifice work houres else show email form and respond like we will connect you in work houres 

1
Larissa Alberti
8 months ago
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SamanthaNew Participant
asked in Workflows

Lead data in Custom action

Hi, can you please advise if Custom Actions can be used without HTTP/S request? We already send all information to us via Lead Data and would like to just display the buttons from the Lead Data attribute to the user.For example, in this case, if the user has an array of userid attribute lead data, then it should display a button with this userid (In our case it is not an array, so the button will be one)How to output this data for the user without requesting a get to a third-party site?

1
Racheal
8 months ago
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Ben WilliamsNew Participant
asked in Workflows

Automating the creation of articles

I have a 200 page user guide that includes many screenshots.  Is anyone aware of an effective way of automating the creation of articles from such a document?  The challenge I am facing is that adding a PDF as content results in a fairly poor level of ingestion to the point where I would not be suitable for a support bot.

3
B
8 months ago
anawilliam850
anawilliam850New Participant
asked in Workflows

Intercom for particular page?

Can I setup Intercom for particular page? My client have a website on gaming and now he wants to integrate intercom, just for one page: https://omggamer.com/144hz-laptop-for-gaming/He only want intercom on this, because of the audience he is facing on particular this page. Also, we also faced a problem with twak.to, like their chat option was getting hide by the advertisement. So I also looking for solution that intercom icon should not be get hide from anything and should not hide the share button also. This is my personal account, otherwise I’ll be buying it form my agencies account.

1
Jennifer K
8 months ago
E
Esimo SupportNew Participant
asked in Workflows

Embed a video in a workflow

Is there a way to embed a video in the path of the workflow or only in the welcome?

1
Larissa
8 months ago
D
Darrell N12New Participant
asked in Workflows

I have created two custom bots for landing pages that should be triggered when a customer opens messenger. I am not able to get them to work. Any common issues or errors I should know about?

I have 2 custom bots that are set to when a customer opens messenger on 2 different landing pages. I have tried to utilize the "when currently URL is" and "when current URL contains" with no luck on either page/bot. When I recreated the bot and used "when customer visits your site" the bot works. Our marketing and sales team do not want the translucent pop up that this creates. they only want this bot to work if the customer opens the messenger. Is there something I should be looking out for? Maybe a simple setting or set up piece that I'm overlooking? any help would be greatly appreciated.

2
L
8 months ago
S
SelvamConnector
asked in Workflows

Is it possible to have multiple profile pictures for bots in a single workspace?

I want to assign different profile pictures to my bots, but I can only upload one picture in the workflow settings. Is there a way to do this?

2
S
8 months ago
P
PeterPerriNew Participant
posted in Workflows

How are users gathering data to improve their custom bots?

Hi there! Our team has been using Intercom for quite a few years and has spent a good deal of time trying to understand the behaviour of our users to improve our custom bots. We currently use the “Path Analysis” tab within each custom bot to understand which options are most selected and pull this data into a spreadsheet. A data download feature is something we have previously requested to make it easier for us to record this information though I have seen no traction.Other than that we use tags that are automatically applied for specific reactions to messages from the bot (e.g., add a “resolved” tag to a conversation when a user selects that their issue was resolved by the bot) and we perform some very manual conversation analysis by reviewing conversations tagged with an unresolved tag (because they went to a live agent).We found that the conversation topics feature Intercom has does not really get into the nitty gritty details we need nor are we able to distinguish between custom bo

3
sean.reid
9 months ago
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NiveditaSinghNew Participant
asked in Workflows

@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found

Builds on bitrise are failing with either of the following errors alternatively :@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native/ios/IntercomAttributesBuilder.h:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native": "^3.0.4"react-native": "0.71.10"Podfile.lock  - Intercom (12.4.3)  - intercom-react-native (3.0.5):    - Intercom (~> 12.4.3)

6
D
9 months ago
J
Jorge MoraNew Participant
asked in Workflows

How to enable/disable Suggest help articles for specific cases in the Custom Bot/Workflows

We have the Suggest help articles option enabled in our Automation. However, when using Custom Bot / Workflows in some cases we don’t want the Suggest help articles to be sent in the chat as it is irrelevant. Is there a way to stop this just for specific parts of our workflow? I've tried a lot and it seems that the only way to stop it is to close the conversation, but I don't want this to happen.

1
Larissa Alberti
9 months ago
C
Crystal StephensNew Participant
asked in Workflows

Closing chats

I have a bot flow built, but on some of them I want them to close if the ‘end bot’ doesn’t get completed by the customer. Is that possible? Example: Bot → customer answer → article delivered → Customer is given a choice to chat, end, or start over.I want a bot to close out the chat if they never respond. Is that possible for it to run only on this small section of the flow? 

1
Shauna
9 months ago
D
david meakinActive User
asked in Workflows

Updating a ticket attribute from a rule

Hi our company is making some custom sets of sla’s for tickets within intercom in order to do this we have made an api and linked it via a webhook. However this only works with conversation attributes that have been updated from some rules we have created. We cant seem to do the same with ticket attributes, is there a way of  updating ticket attributes from rules or custom bots much in the same way you can apply them to a conversation? 

5
Jacob Cox
9 months ago
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User2369New Participant
asked in Workflows

How to create a custom bot to provide support from a button in my mobile app?

Hi, I know you can customise your messenger so that it can "provide support from a button on your website". Just wondering how i can achieve the same effect in a mobile app? 

1
Shauna
9 months ago
M
Micah SpielerNew Participant
asked in Workflows

Is it possible to feed page data into a Trigger for a custom bot?

I’m digging into the details behind the Triggers feature for Custom Bots, specifically “when a customer clicks on a website element” and I’m trying to understand if it’s possible for this Trigger to feed specific data about the button, or the page that the button is on, to the Custom Bot. The premise for us is that we have a pretty massive Help Center, and what I want to happen is that when a customer clicks on a button on certain pages in our app, it will automatically search the Help Center and return results based on the page that they are on. We’re currently doing this by feeding the page title into a search URL that opens in another browser tab, but I would love for this to be possible within the Messenger itself. Has anyone done or achieved anything similar? 

2
Racheal
10 months ago
E
elenisNew Participant
asked in Workflows

Specific setup help

Hi everyone, apologies in advance if this is covering some very basic territory! I’m new to Intercom and am struggling to work things out on my own.I’d like to set up two chats on a company website:1) Live chatA messenger pop-up that enables visitors to chat directly with a member of the team during specific times and days of the week. Once the user submits text into the chat, they wait for a reply (in other words, there are no more automated replies from the company in the chat).Ideally, we wouldn’t want the estimated response time to display. 2) Out-of-office chat botA chat bot that is active during out-of-office hours, which captures the following:- Name- Email- QuestionThe question field would ideally not have a word limit (we’re a medical company and our patients often send detailed messages about their symptoms).I’ve tried setting up the second chat using data fields to capture name, email and question. However, when I look at incoming messages, I can’t see the text visitors inpu

2
Jacob Cox
10 months ago
J
Jina WatsonNew Participant
asked in Workflows

Pull Salesforce data into conversion?

Hi - we offer a free tool that assigns a unique download URL for the prospect that stores in a field in Salesforce. I’d like to be able to match the lead in the chat by email and then pull their download URL for them from their record in Salesforce. What’s the best way to achieve this? We have the field syncing from Salesforce to Intercom currently but not sure how to pull the information into the conversation once they provide their email. TIA!

1
Jacob Cox
10 months ago
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