Help Center
Academy
Resources
Developer Hub
Partner Hub

Merge Conversations & Tickets Beta is Back!

16 days ago

Home
Forum Support overview
Product Area
Workflows

Workflows

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

428 Topics
923 Replies

When you subscribe we will email you when there is a new topic in this category

428 Topics

Most replies

Most views

Newest first

Pedro NeryNew Participant

asked in Workflows

Workflow that begins with a ticket and ends with a chat message

Hey everyone!I’ve been going around the workflow automation settings and so far no joy.I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end.It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime?Thank you in advance! ⭐️

1583

10 months ago

Boom ManagementNew Participant

asked in Workflows

Custom bot to prompt customers to leave review on third party websites based on customer rating response.

Hello -We have enabled the conversation rating feature in Intercom, but also wanted to follow up with the customers that left certain ratings. For 4 or 5 star ratings, we would like to send a follow up message to thank them and request a review on a separate website. For 3 star ratings and below, we would like to send a message regarding an escalation and that a manager would be reaching out shortly. Additionally, we are trying to integrate slack notifications w/ these messages to make us aware when a particular message is sent to one of those cohorts of customers. Is this possible?

3374

10 months ago

Brandon ForetNew Participant

asked in Workflows

Facebook Message CSAT Workflow keeps opening conversation back up.

I am using a workflow to sent a CSAT rating request after the conversation has been closed. Every time a customer is responding to channels (Facebook & Instagram) that they have to send a message, the chat is reopening. Then when we close them again, it send them the CSAT rating request again. Has anyone found a work around this, or is there something that I am missing? Thanks in advance,Brandon

421

11 months ago

KushalNew Participant

asked in Workflows

Authentication methods in Custom Action API call

How can I send request body in x-www-form-urlencoded format. It is mentioned that I need to pass request body in json format but My Authentication end point only supports requests in x-www-form-urlencoded format. Can someone please let me know the how can I make authentication with x-www-form-urlencoded format ?

1133

11 months ago

Kevin D13Connector

asked in Workflows

Salesforce Create Case Workflow

I’m finding that with the Salesforce Create Case Workflow I don’t get any type of confirmation if my case has be created. Ideally, the user would get some type of message confirming the case has been created and a link to their case. Has anyone achieved this?

892

11 months ago

Ann KvaratskheliaNew Participant

posted in Workflows

intercom support

I would like translation intercom websites .I like answer on question. I helped another users how log intercom .

311

11 months ago

Denis TaranetsActive User

asked in Workflows

Intercom->customer.io integration

Hi everyone. I have a following use caseI want to tag some users based on the workflow in Intercom. After the specific tag appears on the customer in Intercom, I want this customer to automatically appear in the Segment in Customer.io I tried to meddle with the zapier, but it does not offer the specific action “add to segment in customer.io”. Can someone help with this?

1851

11 months ago

StephCNew Participant

asked in Workflows

How to alphabetise pinned teammates?

Is there a way to sort teammates that i have pinned in alphabetical order?

291

11 months ago

Steve NowlanNew Participant

asked in Workflows

Workflow Question: Collect Customer Reply followed by Wait

Hello I have a workflow that ends with - Collect Customer Reply, but followed by WAIT later that day and then send message to nudge the player to reply. Will this type of pattern work? If not what is the proper way to go abou this?

5083

11 months ago

sandeshNew Participant

asked in Workflows

Custom questions for different pages in a web app

In a web app, I would like to show custom questions, based on the page they are in. This question is similar to this As soon as the question is clicked, the same is passed on the the agent, and they can start the conversation. Is this feature available as of now? Thanks.

1631

1 year ago

Stephan NollerNew Participant

asked in Workflows

Connecting Bot with CustomGPT

Hi, has anyone tried to connect a bot with the newly available CustomGPT from OpenAI? I am struggling to get it done. Trying to use custom actions, map the content of the OpenAI Response to a custom object but then i cannot send the response back to the user. Any suggestions?

1221

1 year ago

LucíaActive User

asked in Workflows

I need to automatically close conversations with workflow

Hi! We currently have a set of rules to close conversations automatically when we recieve messages such as spam and notifications. I am currently migrating those rules to the new workflows settings, but I can’t seem to find an action for it: Is there another way to acomplish this?Thank you!

2642

1 year ago

IanMcCNew Participant

asked in Workflows

Workflow trigger from an Instagram message

Hi there, We’re having an issue with the Intercom Inbox, we’ve just integrated Instagram/Facebook messagers to come through via the native integration. I’ve created a workflow to be triggered when: Messages for the first time, and I’ve set the channel to be Instagram / Facebook (two different workflows)But none of the workflow’s are triggering, are we doing anything wrong? We want to create these messages as Leads directly into Salesforce and tag the source appropriately but we cant do this without the workflow. Thanks in advance for your help!

771

1 year ago

Kevin McBainNew Participant

asked in Workflows

For workflows, is it possible to filter actions on a field associated with a Customer's email address?

Hi all!The workflow I’m trying to build (forgive me, new to Intercom) is essentially having the user respond to a chat bubble that pops up asking them if they’re interested in speaking with a member of our team, and then having them enter their Name and Email address, and then triaging them to a respective team member’s Calendly.When I build a workflow and make the structure something like:User Enters First Name/Last Name »Branch based on If [Custom Owner Property] is… A/B/C/D »Show Owner A/B/C/D’s Calendly Page Based on Above Branch It doesn’t pull from the Custom Owner property associated to the email entered. Can Workflows only deal with Leads? If a customer enters their email address and is associated to a customer, is it possible to cross reference that against their email address and then pull from that profile? How would I build that? Let me know if you need clarification from this ramble, thank you!

1811

1 year ago

Jens LindmanNew Participant

asked in Workflows

Send a Intercom survey response as a Mix panel event?

We have a dashboard with all our KPI:s in Mix Panel.Is there a way to send a response from an Intercom Survey as an event to Mix Panel?The goal is to be able to add show the survey results in our Mix Panel Dashboard together with our other data.I have looked into Zapier as a solution but the “Submitted Survey”-trigger for Intercom is not available in Zapier.Any work-around for this?

1501

1 year ago

MeylenNew Participant

asked in Workflows

Chatbot based on a text response, possible?

Hi, is it doable to create a chatbot based on a text response?Example: Type “Now” If you would like to speak with someone in our team now → bot displays phone number to call Type “Later,” if you prefer to schedule a consultation → bot displays Calendly link

1461

1 year ago

EmmaNew Participant

asked in Workflows

Can I create a dropdown menu in workflow?

I'm currently working on configuring conversation routing through a workflow. Currently, I find myself inputting multiple reply buttons for each potential customer inquiry. I'm curious if there's a method to establish a dropdown list that customers can easily click on to select a topic, akin to the image below. I appreciate any insights you can offer. Thank you!

3471

1 year ago

Customer ANew Participant

asked in Workflows

Can we send calendly appointments with CBots?

428

1 year ago

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

421

1 year ago

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.

871

1 year ago

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.

502

1 year ago

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.

661

1 year ago

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

1 year ago

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.

841

1 year ago

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

2911

1 year ago

Page 6 / 18

Ask a question

Share your tip

Terms & Conditions Cookie settings

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.