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Workflows

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

  • 409 Topics
  • 873 Replies
409 Topics
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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!

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Intercom Team
5 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!  

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5 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? 

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mateusz.leszkiewicz
Intercom Team
5 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
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5 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?  

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Employee
5 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?

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Employee
5 months ago
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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? 

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I
5 months ago
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SelvamConnector
asked in Workflows
Is it feasible to have separate bots for each page or URL of my website?

Is it feasible to have separate bots for each page or URL of my website, including articles and news? If this is achievable, should I create separate bots, articles, and news sections for each part of my website, or are there alternative methods to accomplish this?

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5 months ago
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MaumauNew Participant
asked in Workflows
Assign incoming emails to a team, based on emailadress that it is sent to.

Hi all,  Is it possible to create an automations that states:all incoming email sent to example1@domain.com is assigned to team 1? Thanks in advance! 

1071
Pavel Kozlov
Employee
5 months ago
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Deb_SSNew Participant
asked in Workflows
User Journey Mapping (Emails)

Hi,I am rather new to this and would love to understand if I can create user journeys (emails) on Intercom? To explain this better: I want to create journeys for different segments of users basis the actions they take after signing up to our website. For example, a welcome email as soon as they join followed by a mail on day 3 if they are actively using a specific feature. 

531
Nathan Sudds
Expert User ✨
6 months ago
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Keti BosikashviliNew Participant
asked in Workflows
Can I trigger a custom attribute within the user's qualification section

Hello, I need to call an external API(webhook) when a teammate modifies a custom attribute within the user's qualification section.Is this possible?Thank you

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Intercom Team
6 months ago
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User2554New Participant
asked in Workflows
View lead source or referral URL

Every single marketing platform I have used (pardot, marketo, drift, etc) has the ability to view the source of the lead once they fill out a form or submit their information. So whether that lead comes from google, bing, google ads, a random website, once the lead fills out their info, you should be able to see where the lead comes from.. In marketing, attribution is key to scale. Why isn't this a built-in functionality?

4643
mateusz.leszkiewicz
Intercom Team
6 months ago
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SarahatFelixNew Participant
asked in Workflows
Ending workflow after customer abandons chat

Hi there!  We are new to using workflows to help manage conversation volume and finding a lot of chats stay open because customers abandon the chat when they have found their answer, and don’t tell us. I’ve see you can turn on the feature to auto-close incomplete workflows after X minutes of inactivity, however, we don’t want EVERY path to auto-close, just certain ones, or at certain points. For example, if a customer reaches out asking to do X task we send instructions on how to complete it. We then follow up with a message asking if we can help with anything else and give the options:“That’s all” → This prompts them to rate the conversation and closes it “I have another question” → This routes them back to the beginning set of options “Can I speak to an agent” → This prompts a message that they’ve been connected to our support team, and asks if they have anything they’d like to add with then the option for the customer to type a responseIf the customer doesn’t select any of these opt

2931
bernice
Intercom Team
6 months ago
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Anika MalhotraNew Participant
asked in Workflows
Phone set up- Call forwarding settings

I need urgent assistance regarding a critical issue. In the previous version of my workflow, I had the call forwarding option set up with my Switch number. While the support team is currently addressing how to utilize the Switch option in the workflow, I've attempted to create a basic workflow for incoming customer calls. However, my workflow is encountering a problem where calls are being disconnected, indicating that they have been switched.I urgently need to remove the number from the call forwarding settings, but I'm unsure how to proceed as the call forwarding in my workflow has been removed by the support team and now there is not way for me to go back and edit or remove the number. This issue is critical, and the forwarding number must be removed to resolve the disconnection problem. Additionally, as I work on a new workflow, calls to the designated number are still getting disconnected, with the message indicating that they have been switched. Any guidance on resolving these is

1911
aykut.aydin
Employee
7 months ago
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Ophélie Le BrasNew Participant
asked in Workflows
Error "Starting the first path with non-text messages..." on workflow creation

Hello !I created a workflow and at one point I started getting an error on the first path.The message is on the screenshot : Starting the first path with non text messages is only supported from...”I don’t understand it because i think the first path is a text message with “Bonjour...”Have you an idea to resolve the issue ?Thanks in advance !  

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7 months ago
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PacoNew Participant
asked in Workflows
Is there a time delay when you set a workflow live?

Hi everyone! Just wanted to know if there is a time delay in between setting a Workflow live and when you pause an existing workflow? When I make an edit to a workflow or create a new workflow for the same page that I am using, I noticed there is a delay in between pausing a workflow and setting one live. Usually the paused workflow will stay “live” for a sometime. 

531
bernice
Intercom Team
7 months ago
Sam M13
Sam M13New Participant
asked in Workflows
Sending Unanswered Fin Questions to Slack

We are looking to open Fin up to internal employees (sales, onboarding, CSM’s, etc) to help answer product questions. We have generally used a Slack channel to answer these questions. So what I would like to do is find a way to auto send the teammate’s question to that Slack channel if Fin can’t answer. Any suggestions on how to do this?Attached is the Workflow I had attempted, where “Get more help” sent a notification to the Slack channel, but it didn’t show up as messages normally do. (Screenshot also attached of how it came through.)

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Jacob Cox
Intercom Team
7 months ago
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Nathan BlinnNew Participant
asked in Workflows
How can I access the conversation ID in a workflow?

Hello, I am currently working on a project wherein we want to add a note whenever a customer starts a conversation. The note will contain a URL based off the conversation ID. So if a customer creates conversation 1234, we will leave a note example.com/whatever/1234.It does not appear that the workflow “add a note” action allows me to populate the note with the value {{conversation.id}}.Is this something that would be possible to add support for? The only workaround I can think of is to create a custom action which POSTs the conversation ID to some API endpoint which responds with the ID, store the ID as a custom attribute, and then use that custom attribute in the note. This is less than straightforward and seems more difficult than simply referencing the ID directly from the “add a note” action.Is this something that Intercom can support?

2001
mateusz.leszkiewicz
Intercom Team
7 months ago
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Alexandre BougraNew Participant
asked in Workflows
How to insert a linebreak in a conversation attribute

Hello,I’m working on a workflow for a chatbot using an API. My issue is simple, this API is returning content from our API that I need to display on Intercom Messenger.It’s working fine but with an issue: line breaking (\n) are ignored. I tried with <br /> but it wasn’t my best idea → the “<br />” will appear in the conversation. I checked the API response in the custom action log, the API is returning JSON as planed, with some \n or \n\n. They just disappear when the content is used in a message in Intercom Messenger. Any idea to fix this ?  

3314
Jacob Cox
Intercom Team
7 months ago
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LennardNew Participant
asked in Workflows
Reliably route customers to correct language support?

We are currently re-structuring our Support workflows for our app with focus on AR, DE, EN, FI and NO language. As our support is only available via Mobile SDK, we’re struggling to forward customers to the correct language.The issue with this is that our app is a local social media platform and our users are as well using it abroad, language routing happens on “language override”. Unfortunately, this leads to misrouting if users are having their device set on e.g. English but are writing content in FI, where then our EN Support team has to move it to the correct team again, taking too long for a satisfying support experience.Is there a better and more reliable way to route customers to the correct Support team and assign the correct triaging workflow in their language?

364
Larissa
Employee
7 months ago
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User1349Connector
asked in Workflows
Ticket not submitted left in unassigned.

Hi there,We’ve set up a workflow in our messenger that allows users to create tickets by themselves. However, we’ve noticed that from time to time users do not fully go over the ticket creation and therefore it’s left unassigned.We thought of using Auto-close incomplete Workflows conversations however since this is the end of the path it unfortunately doesn’t work.We’d love to be able to have automation thatSend a message to remind them that if they need our support, they should create a ticket Auto-close this conversation if the ticket isn’t submittedAny idea how I can do that?!-->

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Intercom Team
7 months ago
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Asa NadeauNew Participant
asked in Workflows
Series vs Workflow

Is there a resource that compares Series and Workflow? 

2401
Jacob Cox
Intercom Team
8 months ago
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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. 

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8 months ago
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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?

211
mateusz.leszkiewicz
Intercom Team
8 months ago
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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?

5763
Jacob Cox
Intercom Team
8 months ago
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