Workflows & Automations

Hi everyone, I’m looking into ways to improve efficiency and response times in our support team. With so many platforms available, it’s hard to decide which ones deliver the best balance between automation and personalization. I’ve seen chatbots, AI ticket routing, and self-service portals, but I want to hear real-world experiences. What do you think are the best tools for customer service automation right now? Ideally, I’d like something that integrates well with CRM systems and scales as we grow. Any recommendations, insights, or cautionary tales would be hugely appreciated.

[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?

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?

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.

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!

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

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 hap

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-d

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 them and s

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 data connect

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!

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... 😊

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 series There 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 workflow The 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 trackabl

Automatically close conversations due to inactivity within the initial bot

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

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!

Jira For Ticket 401 error

Hello There 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

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.

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. Regards Prakash Hinduja Switzerland

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!

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?

Reusable Workflow overriding sequence

I’ve creating a reusable workflow that has “wait” 15 minutes as the first command. Whenever I try to add to sequence on my workflow, it takes priority before the items in that sequence which I did not intend. I want the reusable workflow to kick in after 15 mins. How can I make this work? Thanks!

I have a current Workflow planned where if teammate has replied is false, no one is assigned, and the last time the user was last heard from 3 days ago, it should tag the conversation as a missed connection and put an internal note to call on internal admins to view. I want this to be configured with business hours in mind so that weekends and holidays don’t count towards the 3 day rule. Would adding AND during default office hours work in this way, or would it recognize the workflow and scan for missed convos during business hours only, or only let us know during business hours, etc. I’m a bit unclear about how this will operate from the condition descriptions and am unable to preview Are there other time/duration related conditions that are possible for workflows, such as giving a general date range (weekly, weekdays, weekends, etc.) that are on the way or being considered for the product roadmap in terms of workflow building?

Web integration

Hey guys i am working on a project where i need this intercom , in my project there are three people issuer , investor and admin both the issuer and investor can able to connect with the admin can e achieve this using your sdk just let me know

Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation. Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”. We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago. “Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents. Any help would be appreciated.

How do people recommend their team to manage Intercom conversation notifications?

Hey yall, conversations that are assigned automatically send 3 separate emails to the assigned teammate: One email about conversation contents Second email that the conversation was assigned to them Third email that the conversation was assigned to the Support Team they are on This feel like a lot of emails for just one conversation. I talked to Intercom support and they said this is operating as expected, but that they’d put in a feature request for this. In the meantime, I recommended that our Support Team should have at least the following notifications enabled: Any mentions of you in a conversation Activity in anything assigned to you I was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?