Can I trigger chatbot responses to send a Slack notification?

Question

I have a “notify Slack” workflow that’s triggered when a customer sends any message, but I can only see the customer and teammate messages in the conversation. Is there a way to see the Fin responses as well? This would help us a lot with triaging, and improving the chatbot responses as well.

Jacques Reynolds · Accepted Answer

Hey ​@Shev👋 Jacques here from Intercom Support. I hope all is well today!Currently, our native Slack integration does not include replies from the Fin AI Agent.To achieve your goal of including Fin's responses in the Slack notifications, you might need to explore custom solutions. One approach could be to use a custom action within your workflow to fetch the conversation details, including Fin's responses, and then send this information to Slack. This would involve using the Intercom API to retrieve the conversation data and then posting it to Slack using Slack's API.Here is a high-level outline of the steps you could take:Create a Custom Action in Intercom Workflow:Use the "Custom Action (using API)" step in your workflow to call an external service that fetches the conversation details from Intercom.Fetch Conversation Details:Use the Intercom API to retrieve the conversation details, including messages from the Fin AI Agent. You can use the GET /conversations/{id} endpoint to get the full conversation history.Post to Slack:Use Slack's API to post the fetched conversation details to your desired Slack channel. You can use the chat.postMessage method to send messages to Slack.Custom ActionsHope this helps!

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