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Workflows & Automations

Discover workflows and automate simple processes, offer proactive support and engage your customers

  • 521 Topics
  • 1,178 Replies
521 Topics
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Brice BENENew Participant
asked in Workflows & Automations
Workflow + Reply step + API

Hello guys,I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it.  Configuration:Workflow Ticket Trigger : “If teammate changes the state of a ticket”From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not.  It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

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mercury2768Connector
asked in Workflows & Automations
Transform customer response before creating JSON body in Data Connectors?

I’m trying to implement a newsletter signup. User enters their email and if they want to be on the marketing list or the build announcments list.  The way I have this setup in sendgrid is via a custom field request should be something like: {   “email”: “john.doe@appleseed.com”,   “list”: “marketing”}Right now I can easily collect boolean values for if the user wants marketing or build announcments but I can’t see a way to transform that into the correct string to insert in the body. Thanks!

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Steeve Cayla
Innovator ✨
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mercury2768Connector
asked in Workflows & Automations
Bug with Chrome for workflows

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

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Joseph S.
Expert User ✨
ajay-hinduja
ajay-hindujaNew Participant
asked in Workflows & Automations
Ajay Hinduja (Switzerland) How do I prevent a workflow from triggering repeatedly?

Hi, I'm Ajay Hinduja. I was born in Punjab, India, but now I'm based in Geneva, Switzerland. I'm trying to figure out the best way to prevent an Intercom workflow from triggering more than once in the same conversation. I've heard about using tags and conditions, but I'm curious if anyone has other clever solutions or best practices they've found to work well. For example, have you used a specific trigger type that makes this easier, or maybe a unique combination of rules? Please share your suggestions!RegardsAjay Hinduja Geneva, Switzerland (Swiss) 

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Joseph S.
Expert User ✨
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Greg W12New Participant
asked in Workflows & Automations
Is there a way to change the speaker icon color within a video bot?

From Intercom's help center, it says, "Video bots are muted by default. Visitors can easily unmute them by clicking the speaker icon:" However, the speaker icon is a really dark color in our video bot, so it's nearly impossible to see. In the help article below though, their screenshots shot the speaker icon being white: https://www.intercom.com/help/en/articles/2478656-personally-engage-your-visitors-with-a-video-bot/p> How can we change the speaker icon color on our end to be white? Thank you for the help!

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CelineNew Participant
asked in Workflows & Automations
Glossary and workflow auto-translate issue

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far: Re-uploaded the glossary Turned off all workflow auto-translate and turned it back on But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary? 

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Joseph S.
Expert User ✨
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jan-bernaiseNew Participant
asked in Workflows & Automations
Custom Actions Result Mapping

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :) 

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Intercom Team
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Nikita VikulinNew Participant
asked in Workflows & Automations
Workflow for collecting feedback (emoji don't work)

We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

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Aleksei O
Innovator ✨
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Tal ShiklerNew Participant
posted in Workflows & Automations
workfolw pop up

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.

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Nur Nahid
Super User ✨
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Anastasia MarkinaNew Participant
asked in Workflows & Automations
Duplicates users (same email and same userID)

Hi, We are experiencing duplicates creation on intercom for the same userIds and emails, the example is below:I think that the problem is on SDK side or/and API calls to Intercom.For example, to update existing user we do a post request to search by email intercom id and update that contact, but it looks like sometimes (event if a user exists on Intercom ) by some reason we are not always getting intercom id back and then the script creates "a new contact"  (or it is something within SDK). The issue is that it is not a new contact and it should not work like that. Eventually these duplicated users go to "onboarding" series, but they are old and should not get any onboarding emails..What could be the issue and solve it? Maybe it is about API/SDK update?... Best,Anastasia

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mateusz.leszkiewicz
Intercom Team
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Jobi JohnNew Participant
asked in Workflows & Automations
CSAT for Closed Conversation workflow problem: Can we use # of participants to determine paths?

We have a workflow that will ask the conversation participant for a CSAT rating after a team member closes it or resolves a ticket. You can see in the workflow below, we will pass to a reusable workflow if either:a conversation rating request is false or if a CSAT rating was not requested for any agent. However, this creates a problem because Intercom does not send a CSAT rating request when there are multiple participants. Thus, users receive the message asking for a rating, but not the actual CSAT rating request. This is also confusing, because we’re sending a message that is asking for feedback, but not actually sending the CSAT rating request. We recently had an issue where a user in a conversation with multiple participants kept replying to the message which kept opening up the conversation and delivering the automated message. Our team would manually close the conversation, but the user kept replying to the automated message which opening the conversation back up again. This happ

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Jacques Reynolds
Intercom Team
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Bernardo GonçalvesNew Participant
asked in Workflows & Automations
Unexpected Messages and Variable Display in WhatsApp Workflow

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

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mateusz.leszkiewicz
Intercom Team
Aleksei O
Innovator ✨
Aleksei OInnovator ✨
asked in Workflows & Automations
Are there any plans on improving the volume management features?

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

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Andre RomaoNew Participant
asked in Workflows & Automations
How can I reopen an Intercom ticket using automation when a Jira issue is marked as DONE?

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

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Kevin SotkaNew Participant
asked in Workflows & Automations
confirmation email needed for API-created tickets

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.Can you impart any guidance, here? Thanks in advance!

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halcyoncv
halcyoncvNew Participant
asked in Workflows & Automations
I want Tips on Improving User Onboarding with Intercom

Hey everyone,I have using Intercom to improve user onboarding for our product & I want  advice from those who have experience with it. I want to create a smooth; engaging onboarding process that helps new users quickly understand how to use our features and get the most out of the product.What strategies or features within Intercom have you found most effective for onboarding users? I have been exploring things like automated messages and in app guidance but I want to hear about any other tools or tips that have worked for you. I have also been using uipath for some automation in our workflow, so any ideas on integrating that with Intercom would be awesome.Also, how do you balance automation with personalization in your onboarding flow? I want to make sure users feel welcomed without overwhelming them with too much info upfront. Thank you... 😊

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MairaSen
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Chris C11Active User
asked in Workflows & Automations
Alert sales when event X occurs

When a user clicks “upgrade now” in our app we fire off an event called “upgrade requestes”. I want this upgrade request to somehow land in the shared inbox used by our sales team. This ensures nothing is missed. I’d also be OK if a ticket was created. I also would prefer that this is silent, ie the customer would not need to do anything after they clicked upgrade requested.I tried to do this with a series and also with a workflow. Issue with seriesThere is no option to create a ticket. A message can be created but unless the customer replies to the message it cannot be tracked. We don’t want the message to be sent to the customer, we just want a silent alert to sales, a message with a note alone would even work.Issue with workflowThe only option for the second step (before creating ticket, etc.) is to put up a dialog box with path choices. This again does not solve my issue of silently alerting/tracking in Intercom. Is there some way I can use this event to make something trackable in

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Marcelo MaderiaConnector
asked in Workflows & Automations
Automatically close conversations due to inactivity within the initial bot

What are the best practices for 'Automatically closing abandoned workflow conversations'? 

522
Steeve Cayla
Innovator ✨
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Federico RagonaNew Participant
asked in Workflows & Automations
Monitor delivery of WhatsApp messages

Hello,I’m using the Data Events API to send WhatsApp messages to customers and I’m looking for a way to programmatically check that they have been successfully delivered (within a given interval of time). These messages are more like notifications, so I cannot rely on customers replying to them (in which case I’d have Conversations that I can query via the API), so I would like to be able to confirm that the message has been delivered through WhatsApp. Is this possible at all? Thanks in advance!

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SinaMNew Participant
asked in Workflows & Automations
Jira For Ticket 401 error

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

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Intercom Team
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Derek LakinNew Participant
asked in Workflows & Automations
Map List Attributes to a Numeric Value

I’ve built a data connector to a 3rd party provider via their API. I’ve created workflows that trigger on ticket type creation and I want to pass data from the ticket into the data connector. The List attribute in the ticket definitions exposes meaningful text for the agent, but the API requires a numeric value (in this case it’s a priority, where we want to present Urgent | High | Medium | Low, but the API expects 1 - 4).I’ve chatted with Intercom Support and they’ve said this isn’t possible at the moment, so leaving it here as a feature request.

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Anna sNew Participant
asked in Workflows & Automations
[iOS Native] When App is closed and push notification is clicked, the chat/post does not open in the app.

Hi! We would like to send a short summer message as a chat bot message, on top, of the ordinary that we have today. how do i add that to our bot?

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prakashhindujageneva
prakashhindujagenevaNew Participant
asked in Workflows & Automations
Prakash Hinduja Switzerland : How do I integrate Intercom with my CRM?

Hi Team, I am Prakash Hinduja from Geneva, Switzerland, I am consultant and advisor of crypto, renewable energy and gold investment. I'm currently looking into integrating Intercom with our CRM system. I came across the standard integration guide in Intercom’s help center, but I’d really appreciate hearing from anyone who has already done this. Any tips, challenges, or best practices you can share would be super helpful. RegardsPrakash Hinduja Switzerland  

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Nur Nahid
Super User ✨
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Richard CherskovNew Participant
asked in Workflows & Automations
Newbie question using socials and new conversations

Hi there, I am starting with a very simply implementation. We are only using Facebook through socials to start (no web or mobile implementation.) We have a workflow that I want to run whenever someone opens a new conversation with us. I don’t want it to run the workflow for that person again until we close the conversation. Our workflow asks some basic questions and then assigns the conversation to me. I want to them communicate manually with the lead and then once I am done I want to close the conversation, and the next time they message us they get the workflow again.Thank you!

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Emilygav
Intercom Team
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CJ NeillNew Participant
asked in Workflows & Automations
Incomplete workflow auto close message

Hi team, I’ve set to close my incomplete workflow after 15 mins in AI settings. I’m not seeing an option to include a message for this action. Any suggestions? 

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