Workflows & Automations

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?

Multiple keywords in the branhces

Hey team! Is there a way to somehow use multiple trigger words within branch for OR conditions? My goal is to build a custom action (data connector nowadays?) that would trigger once one of the keywords is used by the prospect, however that would be over 100 items. Is there any way to achieve this result without having to type in the word for every trigger word despite what article from help centre suggests?

Workflow Block: Route by Content powered by Fin

I would love to have a block in Workflows where I can define a set of topics like: Cancelation Product Idea Feedback Return Other (always exists) …. Each one opens a new branch in the workflow. Which path the user is channeled through is decided by an AI content analysis with Fin. If Fin is not sure, it always uses “Other” as fallback branch. This would really help qualifying the inbound message, and start follow up flows, route to Fin, route to Team etc,

Workflow that can update a customer ticket when a linked tracker ticket is updated.

It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this.

Automating emails when teamates send inital email

Our team typically sends emails to users (generally asking for more information on a specific account). Is there a way to set up a workflow that sends an automated followup if the user doesn’t reply within a specific time frame? When testing the workflows, I tried using these: When a customer becomes unresponsive - this requires the user to respond, which doesn’t always happen When a teammate sends any message - this doesn’t have the option to send an email, only a message or note

Showing a Banner to First-Time Visitors (Not Signed-Up Users)

Hi everyone, I'm trying to set up a banner in Intercom that only shows for first-time visitors—specifically, those who haven't signed up or logged in yet. The goal is to show this banner to completely new users who are just landing on our site for the first time. I believe this is possible through Intercom's targeting logic, but I haven't been able to get it to display correctly. I’ve already created the banner and set some targeting rules, but it’s not showing up as expected. This is where I got stuck, I wanted to check here first in case anyone has done this successfully or has advice on setup? Has anyone managed to get this working? Would love any tips or steps to follow! Thanks!

Can we auto-tag conversations within Resolution bot the same way we have the option of tagging conversations with custom bots?

Would be helpful for reporting :)

Waiting on external Event/Message/WebHook

Hi all! We are trying to find a way to raise an event from an external application into a FIN workflow, in order for it to continue processing. Explanation: We have an action as part of an app, which can used in workflows to trigger our functionality. This action will call an API on our backend, which will in turn trigger a flow to start a client-component via our own websocket. This works as expected. At some point, this client-component (or our backend) are in a position to say that the job is done. We want to send this information into the ongoing conversation/workflow between the user and FIN, so that the workflow automatically continues. It looks like there is no way of doing this, except for the closed beta FIN Tasks (this is what FIN suggested to me when asking it). Is this true? Is there no way to send external messages in to a process to trigger events? Thanks for any help with this :-) -kristof

Can I trigger chatbot responses to send a Slack notification?

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.

How should I make Object Mapping with response of a list?

Hi team, I’m trying to fetch user information with external API. The example response was like : { "list": [ { "customer": { "id":"123", "first_name": "Darth", "last_name": "Vader", "email":"darthvader@deathstar.com" } } ]} I can see the example response in Data Access but since the first layer is a list, I can’t mapping that in Object Mapping. Could you suggest how should I mapping these data? Thank you. 🙏

Workflow questions related to Intercom Phone

Hi all! We’re currently running into some issues related to Workflows that are triggered from calls coming in. What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back. With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have: A: Is an IVR PromptC: Is a hold and assignB: Is voicemail Ideally I’d want to be able to target the drop-offs with a ‘close conversation’ action With 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate. Happy to be pointed i

Workflow to redirect new or not responded messages

Hello, I would like to create a workflow to: 1-When a new email message comes, assigns it to a specific inbox , let’s call it A 2-When the message is responded to the customer, it will assign to another inbox, let’s call it B 3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

The Multilingual Workflows feature

Hi, I cannot see the The Multilingual Workflows feature to activate it on my workflow like this article mentioned: The AI Inbox Translations is enabled but I don’t have the other button : Any advice? Ideas? Thank you,

Abandoned Phone Calls

Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations? Any help is much appreciated!!

Workflow to add tags and assign to team inbox

Hello! I would like to create a workflow to: 1-Add tags to ticket directly in the ticket at “Details”: 2-And identify the ticket by content or subject, and automatically add it to a specific team inbox

Hi Team, I need your help in setting up our Intercom Phone workflow. When adding a step for Hold and Assign, no teammates appear, including my own name. Am I missing something? I’d appreciate your guidance on this, as I need to be ready to take live calls on Monday. Thank you in advance for your support! Best, Marco

Workflows and Branching Help

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???

Custom Actions Result Mapping

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 the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :)

Is there a way to change the Dial Tone when calling an Intercom Phone number?

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?

Reply button does not work on mobile app

I’ve created a workflow that have reply buttons and its working well on browser but not on mobile app. Same goes with simple automations Did I miss something? Is there some steps I have to do first?

Is there a way to A/B test workflows in Intercom?

I want to compare different versions of a workflow to see which one performs better in terms of engagement and conversions (Read More). Does Intercom offer built-in A/B testing for workflows, or is there a recommended workaround to test different variations effectively? Any insights would be appreciated!

"At least one reply button is required on first path for mobile apps." error when creating a workflow

Hello fellow intercom warriors 👋, I’m posting a question here, as maybe someone in the group has worked around it and faced a similar issue. (I also escalated to Intercom support to see if they could help.) Our pre-fin scenario was a decision tree from the start with Reply buttons. We are moving to Fin. The scenario is simple: when a customer opens messenger, we greet them with a message, ask them to type their question, and let fin answer before escalating. This simple to the point set-up works fine for the web. As soon as I add Android or iOS to the Channel settings of this workflow: I get an error , "At least one reply button is required on first path for mobile apps." This means I unnecessarily have to introduce a button-press actions, such as a reply here, to facilitate the messenger widget on the mobile. Is there any workaround for this?

Update Lead Data Attribute or Qualification Data from Conversation Data

I am wondering if it is possible to update either a Lead Data Attribute field (People Data Attribute) or Qualification Data field based on if the field is null starting from when a visitor sends a message. For example, setting custom attribute “Chat ID” with value “ID” from the Conversation Attributes section when visitor sends their first message. Custom attribute “Chat ID” from Qualification Data “ID” from the Conversation Attributes Or as an alternative, if its possible to use a data field from Conversation Attributes in sync settings for Salesforce (currently I do not see any of those fields in the selection list in the settings).

Workflow → “If customer has been unresponsive” Problem Statement: - When a conversation hasn’t been assigned yet to an agent and the Lead/User/Customer is still interacting within any of the path(s) within a Workflow, but they suddenly become unresponsive after X minutes/hours/days, there currently isn’t a way to make the attached Workflow (see screenshot attached) to close the conversation or nudge the Lead/User/Customer to continue through the Workflow’s path.- The Workflow attached works regardless of if the customer is interacting with a Bot/Operator or a human.Currently, a member of the Intercom Support team confirmed to me that there is no option in Intercom to differentiate between where a customer is in the workflow, so the attached Workflow automation will happen at any time a customer has become unresponsive in a conversation. Example:- User A opens your Intercom Messenger and clicks on “Send a message”- User A My Product Idea: - 1. The workflow in the screenshot I shared sho