Workflows & Automations

How to enable/disable Suggest help articles for specific cases in the Custom Bot/Workflows

We have the Suggest help articles option enabled in our Automation. However, when using Custom Bot / Workflows in some cases we don’t want the Suggest help articles to be sent in the chat as it is irrelevant. Is there a way to stop this just for specific parts of our workflow? I've tried a lot and it seems that the only way to stop it is to close the conversation, but I don't want this to happen.

Closing chats

I have a bot flow built, but on some of them I want them to close if the ‘end bot’ doesn’t get completed by the customer. Is that possible? Example: Bot → customer answer → article delivered → Customer is given a choice to chat, end, or start over. I want a bot to close out the chat if they never respond. Is that possible for it to run only on this small section of the flow?

Updating a ticket attribute from a rule

Hi our company is making some custom sets of sla’s for tickets within intercom in order to do this we have made an api and linked it via a webhook. However this only works with conversation attributes that have been updated from some rules we have created. We cant seem to do the same with ticket attributes, is there a way of updating ticket attributes from rules or custom bots much in the same way you can apply them to a conversation?

How to create a custom bot to provide support from a button in my mobile app?

Hi, I know you can customise your messenger so that it can "provide support from a button on your website". Just wondering how i can achieve the same effect in a mobile app?

Is it possible to feed page data into a Trigger for a custom bot?

I’m digging into the details behind the Triggers feature for Custom Bots, specifically “when a customer clicks on a website element” and I’m trying to understand if it’s possible for this Trigger to feed specific data about the button, or the page that the button is on, to the Custom Bot. The premise for us is that we have a pretty massive Help Center, and what I want to happen is that when a customer clicks on a button on certain pages in our app, it will automatically search the Help Center and return results based on the page that they are on. We’re currently doing this by feeding the page title into a search URL that opens in another browser tab, but I would love for this to be possible within the Messenger itself. Has anyone done or achieved anything similar?

Specific setup help

Hi everyone, apologies in advance if this is covering some very basic territory! I’m new to Intercom and am struggling to work things out on my own. I’d like to set up two chats on a company website: 1) Live chat A messenger pop-up that enables visitors to chat directly with a member of the team during specific times and days of the week. Once the user submits text into the chat, they wait for a reply (in other words, there are no more automated replies from the company in the chat). Ideally, we wouldn’t want the estimated response time to display. 2) Out-of-office chat bot A chat bot that is active during out-of-office hours, which captures the following:- Name- Email- Question The question field would ideally not have a word limit (we’re a medical company and our patients often send detailed messages about their symptoms). I’ve tried setting up the second chat using data fields to capture name, email and question. However, when I look at incoming messages, I can’t see the text visito

Pull Salesforce data into conversion?

Hi - we offer a free tool that assigns a unique download URL for the prospect that stores in a field in Salesforce. I’d like to be able to match the lead in the chat by email and then pull their download URL for them from their record in Salesforce. What’s the best way to achieve this? We have the field syncing from Salesforce to Intercom currently but not sure how to pull the information into the conversation once they provide their email. TIA!

Automation Basics not showing

Hi, I’d like to have new visitors (leads) to enter their name (via attributes) when they enter the chat. I think I was able to do that with Simple Qualification. But it is not showing in my messenger. I’m on trial, going to Starter soon. Qualify Leads is set to “on”. Jan

How to set Null value in Custom object attribute when custom action response do not have mapping attribute?

My custom action have one API which is not returning few fields when they are null. I want to map this attributes with my Custom Object's attributes as null when API Response do not have this attribute values. But, instead it is throwing an Error. Is there any way to show the Null Values in the custom object attributes when mapped field is not available in response of custom action API.

Is there a way to add a task bot that automatically sends customers a message when the conversation is closed? 

As well as asking customers for a conversation rating when the conversation is closed, I want to be able to add a task bot that also sends customers a short message about a new feature. Is there any way to do this without having to manually send it every time?

Set up auto message to users haven't KYC'ed yet

How can I set up an auto message to a user who hasn't KYC'ed on my platform yet?

How to trigger the same bot from several buttons on the same page

I am trigger a bot from a button on our website. We have several buttons on the same page that should trigger the same bot. However only the first button is triggering the bot, all buttons have the same attributes that we are triggering on. i e the same queryselector. Is it possible to make it work on several buttons?

How do I check bot data?  i am trying to see what volume of customers go into the a specific bot 

How do I check bot data? i am trying to see what volume of customers go into the a specific bot

Bot sending a resolution bot answer that is irrelevant to the Customer's question

Our company has resolution bot answers created in more than 10 different languages and there could similar keywords added to the questions to train the bot. As a result, we’ve been experiencing bots giving resolution bot answers in a different language as what the Customer is writing in.

How to trigger on-click opening of News tab in Messenger?

Hey, We would like to add a button in our app pointing to News tab in Messenger like Intercom does on the bottom left of its own app. How would this be possible ? Also is there a way to know when there is a new post in the Newsfeed so that we could highlights more clearly this news in the app ? Thank you

Custom action option has disappeared from custom bot conversations

We have been in the process of setting up a custom bot using custom actions. Yesterday this worked like a charm, following the docs: Today, this “Custom Action (using API)” option is no longer present for any bot in any of our workspaces. We only have 4 and they’re all in draft mode. We’ve subscribed to the Custom Bots Add-on. This was working at most 24 hrs ago. Have we done something to disable this? Is it just broken?

Having trouble with custom object / conversation reference.

I have a custom action that fetches customer orders from our API (works fine). It stores the response data in a custom object called “order”. (Works fine). When I build a very simple custom bot to fetch the customer orders and present them with choices of orders to select, and to store their order selection, I can’t see anything in the “Save selection to...” button no matter what I do. It always opens a pop-up that says “To make a selected item accessible afterwards, link the Conversation to a Custom object” and gives a link to the conversation-data settings page. If anyone can tell me what I’m missing here, I would really appreciate it. I have a customer custom object for identifying the customer by email, but I’m ignoring that for now. I’ve created references from the “order” custom object to conversation, people, and my customer object. I’ve created reference attributes in conversation data to the “order” custom object. I think I’m just not getting something about the relationships.

How can i close and open the Messenger based on office hours?

All, I have setup Intercom with office hours for my different countries i have customer support staff in. Now i am looking at closing the chat for incoming conversations outside office hours. Is this possible to do, or do i have to do this manually by using the “Control inbound conversation volume” settings? It would be great if there was a parameter called “Office hours (TRUE/FALSE)” that could be used… Regards,Jens

Custom chatbot not showing and replaced by generic one

hello, we have just configured a custom chatbot and we are trying to display it on a test website: https://xplore.arkage.it/ unfortunately i cannot find any solution to the problem in the subject: we can only see a “generic” one, not ours. what shall we check? ty

Use Different custom bot based on passed attribute

We have 4-5 Products, all of which have the same URL structure, /product/:idBased on the ID we fetch the product, and only after this we know the product type. I want to engage different custom bots based on the product type.To do this I call window.Intercom(‘update’, { product_type: "my product type"}) On my custom bots, I use the custom attribute product_type in the rules to decide which bot should execute.This however seems to only work intermittently and sometimes a stale bot is used instead of the latest one called with product_type (Assuming this to be due to delay in user attribute being updated and syncing with the client). Is there a better way to do this which guarantees that correct bot will be used for the chat?

How can we exclude Auto-Closed (Abandoned) Chats from automatically creating Salesforce Support Cases upon closure?

Hey Team, We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed. Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer. Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation. Thanks!

Capture feature requests and allow logged in users to upvote for roadmap prioritization.

Has anyone implemented a viable feature request and voting system with Intercom? Or can suggest a third party integration that can leverage the Intercom user (so they don’t have to log in again etc.). Seems like you need to have real users to avoid spam / rigging votings, so why not leverage Intercom? In short - instead of a survey at the end, I was considering adding the option to start a feature request / or if they hit an article that says the feature is not supported - have an action / link to the known feature request so they can +1 / comment.

Resolution bot and assignations

Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

Custom action executes just once

Seems like custom action executes just once per conversation using custom bot. If i call the same action again in the same conversation it goes on the fail state, not sure how debug it.

Is anyone else struggling with the new “Task Bots for teammates” update? Daily, we receive many unique conversations that originate from the same senders and/or have same/similar subject lines, as part of our onboarding processes. Now, they are all being flagged as “This could be a duplicate conversation”. It’s a bit confusing for our team and is visually cluttering our inbox, with some conversations having as many as 4 others listed as possible duplicates. I am afraid this will only get worse, since we’ll continue to receive more similar-looking but unique emails daily. It would be nice to have more control over that feature, with perhaps an option to exclude some senders or phrases from review. It was a helpful feature in the past when it only flagged true duplicates.