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Workflows

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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Richard FoxworthyConnector
asked in Workflows
auto-forward eails with PDF attachment?

I have a common use case where customers send email attachments that our service processes for them, but they often send these to our general inbound  support email inbox rather than to a dedicated inbox here they’ll be auto-processed from. Is it possible to set up an Intercom automation that will recognise when an incoming email has a PDF attachment and is from a known customer, and will auto-forward that email with the attachment?

883
aykut.aydin
Employee
5 months ago
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JulienNew Participant
asked in Workflows
Using bots to add Notes

Hello, I have configured different types of custom bots. In some cases, I need the bot to create a note on the conversation which tells my agents which resources to check and if they need to call the customer right away. I haven’t been able to find the option to add a note in the settings, so I am wondering if that’s possible at all. Thank you in advance for your help and guidance!Cheers

3165
aykut.aydin
Employee
5 months ago
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Damon EvansNew Participant
asked in Workflows
Setting Up a Unique Message Flow per page

Is there a way to setup separate intercom conversation flows per a specific site page.. i.e., dedicated/specific operator, unique message flow, etc. 

411
bernice
Intercom Team
5 months ago
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Colton CarnevaleNew Participant
asked in Workflows
How to can I launch and collect data for a beta waitlist

Hey everyone! I have a new product that we are in the process of finishing up to release to customers soon, and I wanted to launch a message to segment of customers to signup for a waitlist to use the product. Intercom has done this recently for Fin Copilot.  How can I create this? I was thinking of sending out a post to the segment, but I need to collect a yes or a no to join the waitlist. Then I want to pick people in order of who clicked “yes” first and slowly release to that list of users.  Any ideas? 

671
bernice
Intercom Team
5 months ago
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Cris PangilinanNew Participant
posted in Workflows
Custom Bot firing only once

I encountered an issue where the Custom Bot is only firing once on customer visits to our website. I chose the trigger: Customer visits a page and specified our website URL. It only pops up only on the first instance that a customer visits the website however is not the case when the same customer access the website the 2nd time onwards. Show Bot Until is set at: Engaged with. Frequency and scheduling is already set as follows:-Send every time the person matches the rules-Start sending immediately-Never stop sending-Any day, any timePlease help on what else can I do to make the Bot fire regardless if the customer is unique or repeat website visitor.

874
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Intercom Team
5 months ago
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Jason FoxNew Participant
asked in Workflows
Custom welcome message not appearing in overview preview.

We made a new workflow live under “Customer opens a new conversation in the Messenger” with a custom Welcome message. However, the message is not appearing as the welcome message in the Fin AI Agent → Overview → Preview Answer bot. The message only appears in the preview while in the workflow. No other workflows are live. Thanks in advance!

411
C
Intercom Team
5 months ago
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Tim ForanNew Participant
asked in Workflows
Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation.  Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”.  We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago.“Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents.  Any help would be appreciated.

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H
5 months ago
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Reza NehzatiNew Participant
asked in Workflows
SSL Issue on fetching the js.intercomcdn.com URL for card-fallback

Hello,We have a workflow in our Intercom automation, and in one of its steps, we use the “Open Form” component that it fails on loading in our Mobile application.“Open Form” generates a link like the following:https://js.intercomcdn.com/card-fallback.html?card_id=***&token=****Which throws the following error:GET https://js.intercomcdn.com/card-fallback.html?card_id=158570826&token=sVRcvr7LVPkPHSU9HOQHYdGX12I9GsZHError: write EPROTO 4431774456:error:100000f7:SSL routines:OPENSSL_internal:WRONG_VERSION_NUMBER:../../../../src/third_party/boringssl/src/ssl/tls_record.cc:242:Request HeadersUser-Agent: PostmanRuntime/7.39.0Accept: */*Postman-Token: 9edb3810-c974-4be3-9893-d18243e8e0abHost: js.intercomcdn.comAccept-Encoding: gzip, deflate, brConnection: keep-aliveWe are using: @intercom/intercom-react-native `7.1.3` on our react-native mobile application.Please let us know if we can help resolve this issue. There are screenshots attached below:Workflow iOSAndroid 

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bernice
Intercom Team
5 months ago
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בןNew Participant
asked in Workflows
Activating a bot for WhatsApp messages

Hello, I made an integration between intercom and Octopods to receive WhatsApp messages. How do I connect the bot to customers who send messages from WhatsApp?

3323
mateusz.leszkiewicz
Intercom Team
5 months ago
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Reza NehzatiNew Participant
asked in Workflows
SSL Issue on fetching the URL under "js.intercomcdn.com" for "Open Form"

Hello, Intercom community,I have a workflow setup that uses “Open Form” feature. When a user uses this workflow on our React Native mobile application, the Link for the form fails to open. With the following SSL error. `GET https://js.intercomcdn.com/card-fallback.html?card_id=***&token=***``Error: write EPROTO 4431774456:error:100000f7:SSL routines:OPENSSL_internal:WRONG_VERSION_NUMBER:../../../../src/third_party/boringssl/src/ssl/tls_record.cc:242:`What do you suggest we do to resolve this issue? We are using `@intercom/intercom-react-native` version 7.1.3.Screenshots:WorkflowAndroidiOS 

721
bernice
Intercom Team
5 months ago
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Priscilla MaldonadoNew Participant
asked in Workflows
How can I create a tooltip on dropdown menu

I have a dropdown menu that opens once click on "Actions," but when I use the tooltip and I need to click on the intercom icon, the dropdown menu closes and I'm not allowed to place the icon where I want.  Any solution on this case? 

6642
bernice
Intercom Team
5 months ago
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Vincent PNew Participant
asked in Workflows
Can we change the background of the bot chat?

Is it possible to change the appearance of the custom bot chat? The transparent chat options are on top of my landing page background, making them difficult to read. Any help is greatly appreciated!

2436
bernice
Intercom Team
5 months ago
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Salil ShankarNew Participant
asked in Workflows
Intent recognition with Fin

Hi,  So, we have a case where virtual servers can mean different things to different customers. A customer can ask how do I back up virtual machines, and Fin suggests an answer on how to do it for Nutanix while the customer is using our solution for VMware. Is there a way we can feed customer data into a Fin workflow so that Fin can guess the intent of the question and provide a more accurate answer?

731
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Intercom Team
5 months ago
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William FreedmanNew Participant
asked in Workflows
Workflow creating unwanted buttons

I have a custom action that calls my api then stores that response in a custom object. It takes an id, and returns a json with a bunch of values I want to display as buttons. When I do this, I am getting more buttons than objects returned by the api, which I would guess come from previously created custom object instances. How can I make it so that the only buttons created are the ones from the associated custom action? I also have access to an id field that I could filter by, although I haven’t found a way to do so yet.

291
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Intercom Team
6 months ago
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Tereza ZaloniNew Participant
asked in Workflows
How to prevent agents from being assigned conversations in languages they do not speak?

Hello!Our team uses multiple teams to organize our workload based on tasks and communication channels. Adding language-based separation would create an excessive number of additional teams, making it difficult to manage shifts efficiently.We've found that:We cannot add "skills" to agents to designate the languages they should handle. Workflows do not support the "do not assign to" option.Is there an alternative way to prevent agents from being assigned conversations in languages they do not speak, other than creating separate teams?

503
T
6 months ago
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William FreedmanNew Participant
asked in Workflows
Storing data with unknown keys

I have an api that sends back a json object with keys that may change every time the call is made. It looks like custom objects require strict field declarations beforehand, so I’m not sure how to handle this data. Ideally I’d like to store both the keys and values, as I’ll need both of them. Thanks!

664
W
6 months ago
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CommunicationNew Participant
asked in Workflows
Can we trigger a pop up / post when a user tries to exit a page?

I want to immediately trigger a pop up about ‘saving changes’ if a user does not perform this action and is about to exit. Is this possible?

1421
mateusz.leszkiewicz
Intercom Team
6 months ago
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darshanhiranandaniNew Participant
asked in Workflows
Darshan Hiranandani : Is there a latency involved in setting a workflow live?

Hi, I’m Darshan Hiranandani, I hope everyone is doing well. I have a quick question regarding our workflow processes:Is there a latency involved in setting a workflow live?I'd appreciate it if you could share your experiences or any advice on this matter. Specifically,

431
mateusz.leszkiewicz
Intercom Team
6 months ago
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darshanhiranandaniNew Participant
asked in Workflows
Darshan Hiranandani : How to ensure user-friendly navigation with reply buttons in Custom Objects?

Hi, I’m Darshan Hiranandani, Could you please share your detailed suggestions on how to ensure user-friendly navigation with reply buttons within Custom Objects? Your insights and experiences would be greatly appreciated!

311
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Intercom Team
6 months ago
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Reg GrayNew Participant
asked in Workflows
Notify Slack Channel - irrelevant information sent

Hi,  I have set up a workflow that triggers when a teammate assigns a conversation to a team, it then sends a slack message.  but the slack message being sent shows the following:  Is it possible to change what is sent?  The Slack channel doesn't need to know the event, only that the conversation has been assigned.  Please help!  

583
R
6 months ago
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Artem DaduntsNew Participant
asked in Workflows
Slack Customer review notifications

I have set up customer review requests after the convo is being closed by one of the specialists, but I would like to also set up an automated Slack notification for all the conversations, where the rating given would be below 3.Is that possible and what am I doing wrong here? I receive information about all the closed convos with a review, not only the ones below Great.Also I would like the notification from Intercom in Slack to be more informative, how do I do that? 

774
mateusz.leszkiewicz
Intercom Team
6 months ago
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dimikaraNew Participant
asked in Workflows
Custom workflow website trigger

Hey everyone I am trying to setup a custom workflow that opens when users click on a button I added this class name to the button “workflow-trigger” and it works well when the button is directly visible in the page. My problem is that I want to display this button dynamically inside a modal. In this case the workflow doesn’t trigger and I suspect that it’s because the button is not available in the DOM immediately. Could this be the case? If yes is there another recommendation to trigger a workflow on a button click?

1582
P
6 months ago
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Laura KottenNew Participant
asked in Workflows
Workflow to create back office ticket from Email

My support team is cc’d on a notification email that is task-oriented for the recipient.  We have to check on the status of that task and sometimes there are additional internal steps our support team has to take. I’d like to automatically convert the email notification to a ticket so we can track it as a task-oriented function on our team.I do not want to use a Customer ticket type because the recipient does not need to be aware of ticket and I cannot find a way to turn off sharing to customer recipient. I’d prefer to use a back office ticket but it doesn’t seem like workflows will Convert to Ticket or Send Ticket from an email, only chat based messages.  Any suggestions on how I can make this process work automatically versus manually?  

1082
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Employee
6 months ago
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Dan KavanaghNew Participant
asked in Workflows
Multi-brand workflows - based on Conversation Attribute

I’m struggling to find a way to base a workflow on the brand in a multi-brand workspace. I can see the Conversation Attribute “Brand” differentiates but it’s not showing as an option to base a workflow on. Has anyone managed to do this without referencing URLs or am I missing something obvious here?

873
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Employee
6 months ago
C
CassieNew Participant
asked in Workflows
Is there a way to make a conversation exempt from a “Customer has been inactive” workflow

Is there a way to make a conversation exempt from a “Customer has been inactive” workflow with snooze features used? Often, we have customers with a resolution that may take several hours to complete. While they are waiting, I don’t want our Snooze and “checking in” messages to fire. I thought manually snoozing them would keep them exempt from the workflow but they get pulled out of the manual snooze and the workflow forces them into the snooze and checking in message cycle, leaving our customers confused! Any suggestions? 

692
I
6 months ago
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