Workflows

Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations?Any help is much appreciated!!

Hello! I would like to create a workflow to:1-Add tags to ticket directly in the ticket at “Details”: 2-And identify the ticket by content or subject, and automatically add it to a specific team inbox

Hi Team,I need your help in setting up our Intercom Phone workflow. When adding a step for Hold and Assign, no teammates appear, including my own name. Am I missing something?I’d appreciate your guidance on this, as I need to be ready to take live calls on Monday.Thank you in advance for your support!Best,Marco

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???  

I’ve created a workflow that have reply buttons and its working well on browser but not on mobile app.Same goes with simple automations Did I miss something? Is there some steps I have to do first?

I want to compare different versions of a workflow to see which one performs better in terms of engagement and conversions (Read More). Does Intercom offer built-in A/B testing for workflows, or is there a recommended workaround to test different variations effectively? Any insights would be appreciated!    

Hello fellow intercom warriors 👋, I’m posting a question here, as maybe someone in the group has worked around it and faced a similar issue. (I also escalated to Intercom support to see if they could help.)Our pre-fin scenario was a decision tree from the start with Reply buttons. We are moving to Fin.The scenario is simple: when a customer opens messenger, we greet them with a message, ask them to type their question, and let fin answer before escalating. This simple to the point set-up works fine for the web. As soon as I add Android or iOS to the Channel settings of this workflow:I get an error , "At least one reply button is required on first path for mobile apps." This means I unnecessarily have to introduce a button-press actions, such as a reply here, to facilitate the messenger widget on the mobile. Is there any workaround for this?  

I am wondering if it is possible to update either a Lead Data Attribute field (People Data Attribute) or Qualification Data field based on if the field is null starting from when a visitor sends a message.  For example, setting custom attribute “Chat ID” with value “ID” from the Conversation Attributes section when visitor sends their first message. Custom attribute “Chat ID” from Qualification Data“ID” from the Conversation AttributesOr as an alternative, if its possible to use a data field from Conversation Attributes in sync settings for Salesforce (currently I do not see any of those fields in the selection list in the settings).

Workflow → “If customer has been unresponsive”  Problem Statement:- When a conversation hasn’t been assigned yet to an agent and the Lead/User/Customer is still interacting within any of the path(s) within a Workflow, but they suddenly become unresponsive after X minutes/hours/days, there currently isn’t a way to make the attached Workflow (see screenshot attached) to close the conversation or nudge the Lead/User/Customer to continue through the Workflow’s path.- The Workflow attached works regardless of if the customer is interacting with a Bot/Operator or a human.Currently, a member of the Intercom Support team confirmed to me that there is no option in Intercom to differentiate between where a customer is in the workflow, so the attached Workflow automation will happen at any time a customer has become unresponsive in a conversation.Example:- User A opens your Intercom Messenger and clicks on “Send a message”- User A My Product Idea:- 1. The workflow in the screenshot I shared shoul

 We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?  Thanks for the help!

How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. 

Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!

I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co