Workflows & Automations

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

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.

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

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?

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.

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

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

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?

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!

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. 

 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.

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.  

Hello!I am looking to apply a tag automatically when certain agents manually create a new conversation/email. I understand that there is the ability to use the ‘When’ rule for when a ticket is created but we do not currently use tickets. Agents only create outbound conversations/emails so this filter will not apply.I wanted to use the filter ‘when a customer starts a new conversation’, specifically because in the subtext it mentions that it triggers when a new conversation is started. I am looking to confirm if that also applies to agents creating a conversation, or does it have to be the customer who creates the conversation in order for the inbox rule to fire properly?If the ‘when a customer starts a conversation’ does not also apply to conversations created by agents, what recommendations are there to auto-apply tags when certain agents/teams create a new outbound chat or email?Thank you and please let me know if there are any questions.  

I am trying to create a simple resolution bot to answer a question about a user’s account details. I have setup it up as the custom object, added all necessary attributes. I was able to create as well the custom action to retrieve the data from our servers. The problem is I can’t seem to use the data/custom objects as a response of the resolution bot. I can’t find the option to insert it as indicated below, just like the Account_Number. Any tips on how to do this? 

Our software company supports 3 different Products. We have a custom bot to initially ask what Product the customer is querying about that day, and then it kicks into resolution bot to try and provide answers before being passed to a human. The problem is, resolution bot doesn't know what they answered in the initial chat flow, so it can't customise. I can't see how to customise which answers are shown without asking which product they're querying about every time. I can't set up multiple resolution bots (which would be the most ideal in my brain). How do other companies do this? Can I get some ideas on how you try and automate basic customer support through intercom bots when you have multiple products you're supporting?

Hi everyone! We have the chat in two places: a logged area and some links in the Help Center.I want to add a custom bot only in the flow that is launched from Help Center, is it possible?

For years we have been struggling with finding a smooth workflow with forgotten items (we are a taxi company). Our main problem is that Intercom doesn't let us connect to conversations easilyWe can't seem to collect information and automatically send it out to another user (from rider to driver) - we always have to be the intermediary between them creating a LOT of extra steps in the process. With tickets I thought this could make the situation easier but it seems like there isn't really an easy way to pull out the information and use it (for instance Forgotten item, description, driver name). It seems like we actually have to do it manually AND use it in the terribly organized menu on the right side. I tried with both tickets and custom attributes to fill out in the custom bot but nothing seems simple and it seems like we anyway have to manually forward the information via a message to the driver afterwards. (Also link the conversation via notes which seems so manual and u

Is it possible to return a user to a different re-useable bot (from which they came)? To give an example: (all re-useable bots) Bot A → Bot XBot B → Bot XBot C → Bot X Someone comes through Bot A and chooses an option which takes them to Bot X. Is it possible to give them an option to return to Bot A? Since other people can arrive at Bot X from Bots B and C, is there a way to tell which bot someone originally came from so if they want to return they can do that?

I need the bot to ask some questions before assigning a whatsapp conversation to a real agent.

Good day/night and so on, community)) Im using a few custom bots and bots are using their own queue for the dialogues. But my agents are still getting push notification about the bot actions. With what settings it can be avoid? I would like agents to receive messenger notification only if some actions are needed from them. Not each time when the bot is closing dialogues etc

Is it possible to connect 3rd party bots (our bots) to the messenger? With the possibility of "handing-off" the conversation to an Intercom agent at some point (and returning to the bot, after the agent finished)? Our company makes custom bots for customers. We offer our widget, but we have no customer service functionality.  It would be nice if the visitor can start conversing with our bot, preferably watched by an agent, and one point the chat would continue between the agent and the visitor. This could be initiated by either the bot or the agent (or maybe the visitor).  

I'm setting up a survey to be used as our cancellation flow so that when someone clicks "cancel my plan" in their account the Intercom survey opens. In the intro screen, I first want to make them aware that they have alternatives to cancelling like pausing their plan. I have a link that says "Chat with someone now and I want that to open up the Messenger, ideally with a custom bot that I can set up that knows this is a cancellation request.

We offer a lot of different products, and clients can subscribe to just one of them, or all of them, or anything in between. Subscription data is an integral part of audience segregation for all of our support content. We get the information from our internal user database, which is synced with Intercom as people data.We've been having a custom bot asking what the user needs help for about 1.5 years now. I would like to improve this bot by asking which product they need help with - but only displaying the products which the user has actually subscribed to.I wanted to use custom objects for this, but I can't figure out how to connect my custom object to the existing people data we have - it only lets me create a new people data attribute, which is of no use to me. Any suggestions for this? If you have any other ideas on how I can display just the products they have access to as buttons in the custom bot, I'd love to hear that as well!

Hello, I've noticed that after the prospect submit a question via the chat with a good key word, the operator is able to automatically suggest a related article. However, if the same person asks a second question with good key words, the operator does not suggest a second article but says that"someone from the team will reply soon". Do you know why?