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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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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?

932
P
6 months ago
M
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! 

1191
Pavel Kozlov
Employee
6 months ago
D
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 ✨
7 months ago
K
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

201
C
Intercom Team
7 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?

4993
mateusz.leszkiewicz
Intercom Team
7 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

3171
bernice
Intercom Team
8 months ago
A
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

2181
aykut.aydin
Employee
8 months ago
O
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 !  

872
S
8 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. 

611
bernice
Intercom Team
8 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.)

743
Jacob Cox
Intercom Team
8 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?

2041
mateusz.leszkiewicz
Intercom Team
8 months ago
A
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 ?  

3594
Jacob Cox
Intercom Team
8 months ago
L
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?

384
Larissa
Employee
8 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?!-->

461
E
Intercom Team
8 months ago
A
Asa NadeauNew Participant
asked in Workflows
Series vs Workflow

Is there a resource that compares Series and Workflow? 

2561
Jacob Cox
Intercom Team
9 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. 

2512
H
9 months ago
A
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
9 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?

5943
Jacob Cox
Intercom Team
9 months ago
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KaraNew Participant
asked in Workflows
Is there a maximum limit for characters in a macro?

 Hello, I would like to know if there is a maximum limit for characters included in a bot message included in a workflow. Thank you in advance!  

341
mateusz.leszkiewicz
Intercom Team
9 months ago
T
TUngNew Participant
asked in Workflows
Show multiple video on workflow

Hi team,I have a question. Can you help me support?I want to create one workflow, when user exit page, we will trigger showing chatbot.When chatbot will ask user put email and give user some video guideline based on their selection.Number of video can be 5 videos. Can I do it on Intercom?And I want to know what is difference between Series and Workflow?Thanks 

481
aykut.aydin
Employee
10 months ago
N
Nicolas MRLNew Participant
asked in Workflows
Custom action to GET a pdf in chat

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?  

431
mateusz.leszkiewicz
Intercom Team
10 months ago
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PacoNew Participant
asked in Workflows
Needing Help with Conversation Tags

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

862
Jacob Cox
Intercom Team
10 months ago
R
ranker01New Participant
asked in Workflows
I have passed correct API key but still it showing API key error

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

942
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Intercom Team
10 months ago
S
SelvamConnector
asked in Workflows
A/B Test (Customer visit a page segment)

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference. 

952
E
Intercom Team
10 months ago
Michael Nortei
Michael NorteiActive User
asked in Workflows
Adblockers and Intercom

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock OriginTotal Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael

7222
Michael Nortei
10 months ago
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