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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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Sam ReaderNew Participant
asked in Workflows
I can't trigger my desktop tour - any ideas please

I’m trying to trigger a desktop tour for all users who join the platform. People are being matched with the tag that I’ve created and being seen by Intercom, but it’s not triggering the tour. See attached. Any help is much appreciated  

401
B
1 year ago
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SelvamConnector
asked in Workflows
Can we automate the sending of meeting invitation emails?

Can we automate the sending of meeting invitation emails based on customer responses to specific data attributes? For instance, if the customer specifies the meeting mode (virtual or in-person), their preferred meeting date (dd/mm/yyyy), and preferred meeting time slots (e.g., 10 AM to 12 PM, 12 PM to 2 PM, 2 PM to 4:30 PM), I'd like to automatically send them an email invitation accordingly.I have tried using Google Calendar for appointment booking, but it doesn't seem to work for my particular case.

821
Jacob Cox
Intercom Team
1 year ago
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User1226New Participant
asked in Workflows
Ability of Representative to barge in and take control of conversation even if the custom bot has not finished its sequence

I want to run a custom bot with a caveat that my rep is able to take control of the conversation anytime i.e. even if the custom bot has not completed the entire sequence.  So essentially the chat is assigned to a rep but as the rep is currently unavailable the bot is interacting using the predetermined sequence. As soon as the representative becomes available, he takes over, the custom bots stops its sequence and the rep handles the entire conversation. How do we implement this. And what functions we can leverage not limiting to custom bot, inbox automation rules etc.

492
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1 year ago
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Deborah ElbergNew Participant
asked in Workflows
Errror when creating custom objects

I am trying to create a custom object and no matter what I type I get this error every time I hit save. I have tried different object names and always get the same result. It even happened during the walkthrough tutorial. Any ideas of how I can fix it? Thanks in advance. 

651
Eden
Employee
1 year ago
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Florian TandarNew Participant
asked in Workflows
Duplicate paths in custom bots

HiI’d like to know if it’s possible to duplicate a path in a custom bot (to reuse it as a basis instead of creating a new one from scratch)

1242
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1 year ago
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Oliver CookConnector
asked in Workflows
Can a Fin Customer Answer (resolution bot) conflict with a 'Workflow sent after first message'?

I was just exploring the functionality of letting the customer type when you have a ‘Customer opens new conversation in the Messenger’ workflow.Our current process is we have composer disabled, the customer is then triaged via buttons to a relevant query, then if it didn't help or they click a ‘something else’ option they’re directed towards chat support, with FIN there to try and answer the query as one last try at self serve support before they do definitely get assigned to an agent.I just wanted to know what would happen if we did enable the composer from the beginning with Fin custom answers as an option at the beginning as well as buttons, and whether that would conflict with any re-usable bots set up to be triggered by key words in a customer’s first message.  

771
Larissa Alberti
Intercom Team
1 year ago
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Radhika TKNew Participant
asked in Workflows
Resolution bot and Workflows

Hi,I sit possible to use “Let Fin answer” option in the Resolution bot?  Right now, for the custom answers I am writing, there is a path that I have defined. I want to close the conversation once the customer has repsonded to “That helped”In resolution bot, the path takes me to standard answersIn the Workflow with the trigger,  https://www.intercom.com/help/en/articles/4134615-customer-opens-a-new-conversation-in-the-messenger#h_c6b42fc0bbhow do make sure that the actions that I have defined in the Workflow flow inyto the Resolution bot

2801
Jennifer K
Intercom Team
1 year ago
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Steph NConnector
asked in Workflows
Maybe I'm overlooking this in the help center, but it would be awesome to be able to use Macros in resolution bot replies/answers. Thanks so much!

Maybe this is an option that I'm just not seeing🤞 ? Many of the macros that agents use are the same answers we would want a bot to give.​Thanks a million!

743
K
1 year ago
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Amy SparentNew Participant
asked in Workflows
Can I set up a workflow that automates letting customers know we're closing soon via our office hours?

Can i create a workflow that sends a message to all open conversations in a specific inbox letting customers know our support agents will be going offline soon based on our office hours? For example, 20 minutes before our default office hours, can a message be triggered and sent to all open conversations in ABC inbox? 

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Racheal
Intercom Team
1 year ago
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Customer MNew Participant
asked in Workflows
Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

Is there any way to prevent the bot from interfering in a conversation that is already being answered by a teammate?

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1 year ago
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Deon DonNew Participant
asked in Workflows
Can we Call a Reusable Custom Bot into a chat?

I have a Fix All Bot that would be useful for my support reps to call into a chat. Is that possible?

602
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1 year ago
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User1887New Participant
asked in Workflows
Can I change the "Bot" text at the bottom of the Operator Name? I want it to say something like - "Customer Service".

1192
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1 year ago
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Claudio NuñezNew Participant
asked in Workflows
Creating macro

Hi, how can I create a macro that allow me to close the ticket in 24hs?

511
Nathan Sudds
Expert User ✨
1 year ago
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User281Connector
asked in Workflows
Workflow and conditions

how can i make the massenger  open  beasd on plan and work houreslike if the plan is pro and paid yearly show the massenger 24 hif the plan pluse and paid monthly show the masenger beasd on sepecifice work houres else show email form and respond like we will connect you in work houres 

781
Larissa Alberti
Intercom Team
1 year ago
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SamanthaNew Participant
asked in Workflows
Lead data in Custom action

Hi, can you please advise if Custom Actions can be used without HTTP/S request? We already send all information to us via Lead Data and would like to just display the buttons from the Lead Data attribute to the user.For example, in this case, if the user has an array of userid attribute lead data, then it should display a button with this userid (In our case it is not an array, so the button will be one)How to output this data for the user without requesting a get to a third-party site?

461
Racheal
Intercom Team
1 year ago
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Ben WilliamsNew Participant
asked in Workflows
Automating the creation of articles

I have a 200 page user guide that includes many screenshots.  Is anyone aware of an effective way of automating the creation of articles from such a document?  The challenge I am facing is that adding a PDF as content results in a fairly poor level of ingestion to the point where I would not be suitable for a support bot.

1723
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1 year ago
anawilliam850
anawilliam850New Participant
asked in Workflows
Intercom for particular page?

Can I setup Intercom for particular page? My client have a website on gaming and now he wants to integrate intercom, just for one page: https://omggamer.com/144hz-laptop-for-gaming/He only want intercom on this, because of the audience he is facing on particular this page. Also, we also faced a problem with twak.to, like their chat option was getting hide by the advertisement. So I also looking for solution that intercom icon should not be get hide from anything and should not hide the share button also. This is my personal account, otherwise I’ll be buying it form my agencies account.

2881
Jennifer K
Intercom Team
1 year ago
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Esimo SupportNew Participant
asked in Workflows
Embed a video in a workflow

Is there a way to embed a video in the path of the workflow or only in the welcome?

471
Larissa
Employee
1 year ago
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Darrell N12New Participant
asked in Workflows
I have created two custom bots for landing pages that should be triggered when a customer opens messenger. I am not able to get them to work. Any common issues or errors I should know about?

I have 2 custom bots that are set to when a customer opens messenger on 2 different landing pages. I have tried to utilize the "when currently URL is" and "when current URL contains" with no luck on either page/bot. When I recreated the bot and used "when customer visits your site" the bot works. Our marketing and sales team do not want the translucent pop up that this creates. they only want this bot to work if the customer opens the messenger. Is there something I should be looking out for? Maybe a simple setting or set up piece that I'm overlooking? any help would be greatly appreciated.

992
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1 year ago
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SelvamConnector
asked in Workflows
Is it possible to have multiple profile pictures for bots in a single workspace?

I want to assign different profile pictures to my bots, but I can only upload one picture in the workflow settings. Is there a way to do this?

1082
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1 year ago
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PeterPerriNew Participant
posted in Workflows
How are users gathering data to improve their custom bots?

Hi there! Our team has been using Intercom for quite a few years and has spent a good deal of time trying to understand the behaviour of our users to improve our custom bots. We currently use the “Path Analysis” tab within each custom bot to understand which options are most selected and pull this data into a spreadsheet. A data download feature is something we have previously requested to make it easier for us to record this information though I have seen no traction.Other than that we use tags that are automatically applied for specific reactions to messages from the bot (e.g., add a “resolved” tag to a conversation when a user selects that their issue was resolved by the bot) and we perform some very manual conversation analysis by reviewing conversations tagged with an unresolved tag (because they went to a live agent).We found that the conversation topics feature Intercom has does not really get into the nitty gritty details we need nor are we able to distinguish between custom bo

983
sean.reid
Employee
1 year ago
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NiveditaSinghNew Participant
asked in Workflows
@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found

Builds on bitrise are failing with either of the following errors alternatively :@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native/ios/IntercomAttributesBuilder.h:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native": "^3.0.4"react-native": "0.71.10"Podfile.lock  - Intercom (12.4.3)  - intercom-react-native (3.0.5):    - Intercom (~> 12.4.3)

1646
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1 year ago
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Jorge MoraNew Participant
asked in Workflows
How to enable/disable Suggest help articles for specific cases in the Custom Bot/Workflows

We have the Suggest help articles option enabled in our Automation. However, when using Custom Bot / Workflows in some cases we don’t want the Suggest help articles to be sent in the chat as it is irrelevant. Is there a way to stop this just for specific parts of our workflow? I've tried a lot and it seems that the only way to stop it is to close the conversation, but I don't want this to happen.

1551
Larissa Alberti
Intercom Team
1 year ago
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Crystal StephensNew Participant
asked in Workflows
Closing chats

I have a bot flow built, but on some of them I want them to close if the ‘end bot’ doesn’t get completed by the customer. Is that possible? Example: Bot → customer answer → article delivered → Customer is given a choice to chat, end, or start over.I want a bot to close out the chat if they never respond. Is that possible for it to run only on this small section of the flow? 

811
Shauna
Intercom Team
1 year ago
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david meakinActive User
asked in Workflows
Updating a ticket attribute from a rule

Hi our company is making some custom sets of sla’s for tickets within intercom in order to do this we have made an api and linked it via a webhook. However this only works with conversation attributes that have been updated from some rules we have created. We cant seem to do the same with ticket attributes, is there a way of  updating ticket attributes from rules or custom bots much in the same way you can apply them to a conversation? 

3635
Jacob Cox
Intercom Team
1 year ago
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