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Workflows

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

  • 464 Topics
  • 1,026 Replies
464 Topics
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?

514
Larissa
Employee
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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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E
Intercom Team
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Asa NadeauNew Participant
asked in Workflows
Series vs Workflow

Is there a resource that compares Series and Workflow? 

3221
Jacob Cox
Intercom Team
C
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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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?

251
mateusz.leszkiewicz
Intercom Team
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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?

6523
Jacob Cox
Intercom Team
K
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!  

371
mateusz.leszkiewicz
Intercom Team
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 

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aykut.aydin
Employee
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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 ?  

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mateusz.leszkiewicz
Intercom Team
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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? 

912
Jacob Cox
Intercom Team
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?

1142
C
Employee
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. 

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Intercom Team
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

9132
Michael Nortei
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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! ⭐️

1803
mateusz.leszkiewicz
Intercom Team
B
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?

3854
E
Intercom Team
Brandon Foret
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

461
bernice
Intercom Team
K
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 ?

1283
Jacob Cox
Intercom Team
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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?  

1332
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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 .  

341
bernice
Intercom Team
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Innovator ✨
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? 

2461
Jacob Cox
Intercom Team
S
StephCNew Participant
asked in Workflows
How to alphabetise pinned teammates?

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

401
Shauna
Intercom Team
S
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?  

7163
Larissa Alberti
Intercom Team
S
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.

1891
aykut.aydin
Employee
S
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?

1271
Jacob Cox
Intercom Team
Lucía
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!     

3182
Lucía
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