Answered

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

  • 2 February 2023
  • 3 replies
  • 57 views

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

Best answer by Paul M11 6 February 2023, 18:22

View original

3 replies

Userlevel 1

Hey @customer m​  👋 Paul here from Intercom Support!

 

It would be expected behaviour that a bot won't kick in after a human starts handling the conversation 🤖 .

 

If this has happened please reach out through the Messenger and we can see if it could be a potential issue 🙏

Hi Paul!

Thank you for your help! I will contact the support team 😀

Hi! We’re having the same problem with out intercom bot.

It seems to be taking over and trying to dominate the conversation and there seems to be NO intuitive way to get the bot to stop. I understand this may be a bug - but worth considering giving people the feature to quickly and easily tell the bot to stop responding to specific threads/conversations. 

 

We’ve contacted the support team but the problem lies in the reality that we have to now wait a day to get a response from customer support while we’re trying to actively answer questions and generate our own leads. We’re almost keen to turn off  intercom entirely as its proving to be more of an issue… Would love the ability to be pointed in the easiest and best path for a solution and again just want to emphasize the need for bot control inside specific conversations. 

Reply