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Workflows

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

  • 440 Topics
  • 959 Replies
440 Topics
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Claudio NuñezNew Participant
asked in Workflows
Workflow question

how can I add a step between to steps in a workflow? 

381
Aleksei O
5 months ago
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Nicole BazzinottiNew Participant
posted in Workflows
How to restrict ZipCode to 5 Chars in INterCom Chatbot

How to restrict ZipCode to 5 Chars in INterCom Chatbot

261
mateusz.leszkiewicz
Intercom Team
5 months ago
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LuaneNew Participant
posted in Workflows
Can I set up automatic "reassign replies" only for WhatsApp when a teammate is away? Not for every channel.

Is there a way to reassign just WhatsApp conversations when a team member is absent during office hours? We do not need to reassign conversations from email or other channels, just WhatsApp.

171
mateusz.leszkiewicz
Intercom Team
5 months ago
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MathildeSNew Participant
asked in Workflows
Auto-close a conversation only if there is no reply for user

Hello,I am trying to build a workflow that would automatically close a conversation should the user not reply.Here is the scenario:User contacts us → Workflow triggers if a certain word is contained in the conversation asking the user for more information.The goals we are trying to achieve are:Conversation would automatically closed if the user does not respond within a certain amount of time Should the user respond, the conversation would be assigned to the team ( the workflow triggers would be based on the team so the assignment would be already defined)Would there be any recommendation regarding this ? ( We have tried setting a “customer sends first message” + “ snooze unresponsive conversation based on a conversation tag but it unfortunately does not seem to trigger the snooze unresponsive conversation).Thank you 

1282
M
5 months ago
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darshanhiranandaniNew Participant
asked in Workflows
Darshan Hiranandani : What is the process for configuring a workflow to end conversations automatically?

Hi Team,I’m Darshan Hiranandani, currently migrating our existing rules for automatically closing conversations—such as those triggered by spam or notifications—to our new workflow settings. However, I’m having trouble finding an action that supports this feature.Could anyone provide suggestions or guidance on how to set this up? If you have experience with similar configurations or know of any specific actions that might work, your input would be greatly appreciated.Thank you!RegardsDarshan Hiranandani

371
Joseph S.
Super User ✨
5 months ago
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Ops FintocNew Participant
asked in Workflows
Add "Last Teammate Reply" as an Audience Rule in hours

Hello,I have a workflow that triggers a message when a user sends any message out of office hours.The problem is that sometimes a teammate responds to tickets out of office hours, so i would like not to trigger this workflow when this is happening.I noticed that in the audience rules there is one called “Last teammate reply”, that is a conversation attribute, but it can be set only in the scale of the days. So if want to set it like “Last teammate reply was less than 1 hour ago”, I couldn’t do it.¿Is there a way to make this audience rule work in the scale of hours and not days?Thanks in advance

451
Pavel Kozlov
Employee
5 months ago
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Ray ZwankhuizenNew Participant
asked in Workflows
Retype email address in workflow

UPDATE:I got a reply from Intercom. Apparently, the email address is a unique identifier for users. This means you can never change that. Which as a result means that leads that enter the system via Messenger will end up with whatever email address they entered, and we have to manually create new users with the correct information.---I created a workflow where we request some information from possible leads.However, we want them to use their business email address, not some hotmail, gmail or other general mail address.To accomplish this, I have a branch which checks the email domain and if it is one of the non-wanted email domains it will go back to ask for the business email address again and again until it is correct, or the customer decides to leave.To my surprise it seems you're not able to retype an email address once you entered that. All other fields are fine, name, company etc., but someone decided that once you enter an email address, you have to stick with that?Is there a way

1161
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Intercom Team
5 months ago
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LaMintActive User
asked in Workflows
Can I slow down the speed that custom bot bubbles appear to the customer?

i.e. If I have one path, with a message that is split into 3 bubbles, can I delay how fast each of the 3 bubbles shows? they display too quickly and customers often miss the info in the first bubble, esp. on mobile.

24510
C
5 months ago
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User1349Connector
asked in Workflows
Fin AI workflow for assumed resolved conversation & negative rating

Hi there, I’m wondering if there is a possibility to create a workflow that will achieve the following? When a conversation is “ assumed resolved” by fin AI - get it re-opened and assign it to an inbox for a human follow-up. By having a human follow-up, I’d like to ensure the answer provided by Fin is what the user was looking for, and I believe it adds a touch to the user experience. It would be even more beneficial when a negative CSAT rating has been provided to the bot by the user. 

1647
bernice
Intercom Team
6 months ago
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EthanNew Participant
asked in Workflows
Slack Notification with Team Assignment Changes

Hey Intercom Community! I am looking to create a slack automated workflow for any time a new conversation is assigned to a team inbox. Ideally, this slack notification only fires for conversations that are manually re-assigned from one team to other. If the only way to accomplish that is for all conversations, please let me know. I tested this out with the ‘Teammate changes the conversation state’ workflow but this did not work since the conversation status remains ‘open’ during the time the conversation is assigned from 1 team to another. Is it possible to create a slack notification any time a tag is applied to a conversation? we could also use that, but didn’t see how I could set that up.Any recommendations would be appreciated here, thanks and let me know if there are any questions!

461
E
6 months ago
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SabihNew Participant
asked in Workflows
Fin not generating answers

I’ve created a Fin AI custom action that calls an API endpoint which returns the following response: {"shiftDate": "2024-09-24","company": "Global Solutions","hourlyRate": "$20.11","location": "https://www.google.com/maps?q=-56.464281,-27.830251"} I have a workflow defined that allows users to type in their questions. However, when I ask:"When is my next shift?" "What's the hourly rate for my next shift?"Fin successfully triggers the custom action, but it doesn't generate an answer. Instead, it says it couldn't find any answer for the question.What am I doing wrong?

331
S
6 months ago
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Artur HarutyunyanNew Participant
asked in Workflows
Automatical assign to the specific team

How can I create automatic redirects to a specific command? Currently, I have attempted several methods. I have created two workflows. In one, messages are checked by “Message content is”, “Message content contains”, “Message content contains word”, and if it does, the message is redirected to a specific destination. In the other workflow, a specific field is marked that stores the text "book_here", and if this field is present in a message, it is automatically redirected. However, neither of these methods has worked perfectly.What is the best approach for me to take to ensure automatic transmission of messages? I have only two ways to determine the messages that need to be reassigned to the specific team - this is the field in the dialog that stores the text "book_here" and the text of the message, which is always the same.

281
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Intercom Team
6 months ago
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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?

933
aykut.aydin
Employee
6 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

3205
aykut.aydin
Employee
6 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. 

451
bernice
Intercom Team
6 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? 

681
bernice
Intercom Team
6 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
6 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!

481
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Intercom Team
6 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.

812
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6 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 

522
bernice
Intercom Team
6 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?

3523
mateusz.leszkiewicz
Intercom Team
6 months ago
R
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 

741
bernice
Intercom Team
6 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? 

7562
bernice
Intercom Team
6 months ago
V
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!

2476
bernice
Intercom Team
6 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?

751
E
Intercom Team
6 months ago
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