Workflows

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

  • 339 Topics
  • 715 Replies

339 Topics

H
HemediNew Participant
asked in Workflows

Hi! We're creating a bot that uses AI to summarise past conversations when a new one is started. We're mainly building it to scratch our own itch, but would love to speak to other people about this.

When our customers message us, we often find that context of previous conversations helps us respond to them well. The problem is it can be tedious to then go looking at past conversations. We thought "wouldn't be nice if a brief note was added to new conversations with a summary of past conversations with the customer?" So that's what we're building. We're mainly building it to scratch our own itch, but we think it would be helpful for many businesses that use Intercom. So we are reaching out to you to get your feedback. We'd love to have a conversation with you. Let me know if this interests you and we can chat!

1
Daniel M15
1 year ago
G
GARYNew Participant
asked in Workflows

Resolution Bot Answer not displaying in Custom Bot?

I'm trying to figure out how to get Resolution Bot to return an answer in the chat window. When I preview the answer in Resolution Bot Answers, it works as expected. When I go to Custom Bots and try to integrate it into the chat flow with "End bot with Resolution Bot and follow up actions," it doesn't actually display the answer in preview.  I've looked through support articles such as this one recommended by an employee in this forum:  https://www.intercom.com/help/en/articles/3722090-let-resolution-bot-follow-up-after-custom-bots-and-messages/p> But it doesn't reflect the way my interface looks. I think the images in it may be out of date. For the first example, "After messages," I don't see an option to "Let Resolution Bot Respond" or "Add Follow-Up Action." I also don't see anything like the "Reply Type," "Sent as," or "Show first on web" modules on the left-hand side.  As for the second a

1
Shauna
1 year ago
D
Dario RNew Participant
asked in Workflows

Is it possible to collect emails using Custom Bots?

Anyone using Custom Bots for Referral program? I am looking for an example, to create a simple refer a friend program in Intercom Custom Bot - collect e-mails and create automation to send this e-mail to our CSM team. Do you have any examples of it?

3
Shauna
1 year ago
S
Shauna O12New Participant
asked in Workflows

There are no unanswered questions appearing for me.

I've had Resolution bot working away and there are no 'unanswered questions' showing available.

1
Shauna
1 year ago
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User1899New Participant
asked in Workflows

Why my audience's name shows anonymous

I set a cutom bot, but the guest's name shows anonymous like the screenshot is there any way I can set a parameter for guests?so that we can identify different guests​​

1
Shauna
1 year ago
H
Henrik AActive User
asked in Workflows

Display localized text in Custom bot chat on website based on visitors settings

We want to post a welcome message in visitors langauge in a Custom bot on our website. Based on what I can see there is no way to do that. It does state that "The first path cannot be reordered or deleted"From the second path/step it is possible to add a Custom action that would allow us to display e.g. a phone number based on a visitors country. However that means we will not be able to greet a customer in their language based on country from the first message in custom bots. Could be I'm missing something? As seen in the attached pictures Welcome message (first message/path) in Custom bot it is not possible to add a value e.g. If country is Spain - Then display phone number. As mentioned above it would be something done with Custom actions but there is no way to do so in the first message/path/step in Custom bots.

5
H
1 year ago
T
TafariNew Participant
asked in Workflows

Resolution Bot won't get triggered while Custom Bot is set to live. How can I have them simultaneously running?

It seems that when the custom bot is live the resolution bot does not trigger, so I'd like to know how to get it to work if the custom bot doesn't satisfy the user's questions?

1
P
1 year ago
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User1866New Participant
asked in Workflows

Why aren't my Outbound Bots triggering?

Outbound bots are not triggering. Outbound Chats work very well but they don't have the bot button options. Outbound Bots only trigger after I refresh the page and not when I first land on it. Shouldn't they work the same if they have the same rules?

1
Racheal
1 year ago
U
User281Connector
asked in Workflows

How can I make the bot work on mobile (Android and iOS)?

My bots are currently only showing on desktop. How can I show them on mobile?

4
U
1 year ago
O
OdeyemiNew Participant
asked in Workflows

How can I design a FAQ?

i am new to intercom and i am trying to design a frequently asked question , do you have a video recommendation , or just steps to how i can get it done

1
Racheal
1 year ago
A
Arun PNew Participant
asked in Workflows

Custom bot does not get triggered even when the condition is satisfied.

Hey folks! I created a custom bot inside the software. I've set up 2 conditions - Both are custom attributes.  Even when the data is captured in both the attributes and the conditions are satisfied, chatbot is not pushed. 

3
Milan
Top Expert
1 year ago
U
User1140Active User
asked in Workflows

How can I hide the launcher on pages where I have a custom bot launched from a custom button?

Title basically.

1
A
1 year ago
V
Vincent PNew Participant
asked in Workflows

Can we change the background of the bot chat?

Is it possible to change the appearance of the custom bot chat? The transparent chat options are on top of my landing page background, making them difficult to read. Any help is greatly appreciated!

4
Lucía
1 year ago
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User2431New Participant
asked in Workflows

Could someone please help us with installing the Custom Objects and Custom Actions because it's really unclear for us. It would be great to schedule a call so we can hopefully fix this together! (It's about feature: https://app.intercom.com/a/apps/g9

Could someone please help us with installing the Custom Objects and Custom Actions because it's really unclear for us. It would be great to schedule a call so we can hopefully fix this together! (It's about feature: https://app.intercom.com/a/apps/g9l9yy

1
A
1 year ago
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User883New Participant
asked in Workflows

How can I send users from one bot to another?

I am trying to figure out a way to link between bots. I would like to be able to have users jump to a different bot if they go down a specific path. This would allow me to have a bunch of smaller bots, rather than one large bot which covers all topics. 

3
U
1 year ago
T
TeodoraActive User
asked in Workflows

Is it possible to remove the "Write a reply" option from a Custom Bot?

I want to completely remove the possibility for clients to write to us so they can have only the custom bot. Is that possible? I couldn't find an option to remove the "Write a reply".

5
U
1 year ago
U
User2421New Participant
asked in Workflows

How can we notify our customers it is after office hours?

How do we set up the custom bots to display a message that we will be back on the next business day once a customer contacts us after our business hours. Because right-now this is what it shows.

1
Racheal
1 year ago
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User1375New Participant
asked in Workflows

Why aren't Resolution Bot unanswered questions appearing?

​By accessing the resolution bot section, I don't see unanswered questions. Also, if I try to answer a new question by searching for a highly used word, no result comes up. Do you know why?

2
U
1 year ago
M
Mario DNew Participant
asked in Workflows

Set correct Content-Type for custom action by default to application/json

Hi,​following the custom action guide, I tried to do an outbound HTTP call with a POST request. In the request body I added the corresponding JSON (according to the description in the UI wizard: "Specify the body of your request in JSON format. You can use the selector ({...}) to pass Intercom attribute values in your request body.") like this: { "ownerEmail": "ash-ketchum@example.com", "pet":"Pikachu" } ​When retrieving the call in my application, I see the following HTTP request coming in:​POST /my-endpoint HTTP/1.1 Host: myserver.com User-Agent: Faraday v0.17.3 Content-Length: 66 Accept: */* Accept-Encoding: gzip,deflate Content-Type: application/x-www-form-urlencoded Date: Fri, 01 Jul 2022 12:19:53 GMT   { "ownerEmail": "ash-ketchum@example.com", "pet":"Pikachu" }The problem is that the "Content-Type" HTTP header is set to ​"application/x-www-form-urlencoded" in

3
M
1 year ago
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User1365New Participant
asked in Workflows

How to switch bot from "from a button" to "from a new conversation"

Currently, I have a bot that launches from a button. We've decided that the bot would actually be better suited as a from a new conversation bot. How can I switch the bot to from a new conversation? ​If I go to copy the bot it only gives me the options of from a button and from another bot. Is this supposed to happen? Just hoping to avoid rebuilding the boat from scratch as that would take quite some time.  Thanks in advance! ​

2
U
1 year ago
U
User2332New Participant
asked in Workflows

Can you add explanation videos and/or articles within the Custom bot or only as a welcome message?

We would like to implement a custom bot that also shows some short explanation videos in order to solve customer request. For example: Customer doesn't know how to scan the product in our app - we would like to explain it in a video as its easier to understand than only text. I saw that you can add a welcoming video but I didn't see anything about videos within the custom bot itself.

1
A
1 year ago
U
User1204Active User
asked in Workflows

Measurement of Bot's interactions

Hello everyone! Any suggestion on how to measure the impact of our custom bots both from a path analysis perspective and customer satisfaction's one? Have you been able to find any good integration to be tested? Thank you!

9
A
1 year ago
C
Carolina DNew Participant
asked in Workflows

Hey! Is there a way to change this assigment to the bot instead of a team?

2
C
1 year ago
U
User1319New Participant
asked in Workflows

Can the same custom bot be launched from more than 1 button on your website?

Say you have 3 different free trial buttons, but you want all of those to trigger the same custom bot. Is there a way to do this, or should I duplicate the bots to be linked to their own button/element on my website?

1
U
1 year ago
C
Chris C13Connector
asked in Workflows

Is it possible to setup a custom action in which the user uploads an image (to and endpoint of an AWS lambda), which then gets stored as link in a custom attribute on the user?

The use case is that a customer could register their product and upload a picture of their receipt and product. We then listen for that and create a case in our NetSuite application from that information. I know you can upload images through the Messenger already, but I did not think you could (nor have I found a way) to get those images out of Intercom. I know you can do POST and PUT actions in the custom action, but it appears you have to pre-fill the information, which is not sufficient for what I need to do.

3
C
1 year ago
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