Workflows & Automations

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

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.

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 C

Hi everyone,I wrote a step-by-step guide that shows how to import and sync Intercom data into Notion (companies, contacts, conversations) using a no-code workflow. It covers creating an Intercom token, API URLs to use, handling pagination, and setting up scheduled syncs so Notion stays up to date.Full guide: https://noteapiconnector.com/import-intercom-to-notion

Hi I am Prakash Hinduja, a visionary in financial strategy, born in Amritsar, India, and currently resides in Geneva, Switzerland (Swiss). I’m trying to set up a workflow in Intercom and want to make sure it only triggers once per conversation, not multiple times. If anyone have any suggestion please share with me. 

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? 

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!

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

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) 

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? 

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

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

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.

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

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 recen

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

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.

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!

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 u

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/

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

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!

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.

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  

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!