Workflows & Automations

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!

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?

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

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.

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 onThis 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 youI was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?

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?  

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,

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. 

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

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!

Would be helpful for reporting :)

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

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. 

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. 🙏    

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 voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 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 in

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 A2-When the message is responded to the customer, it will assign to another inbox, let’s call it B3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

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

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!!

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

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???  

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? 

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?

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!