Workflows & Automations

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? I'm looking for guidance on setting up the integration, syncing contact details (Read More), and using automated tasks to enhance marketing and support efforts. Any tips or best practices would be greatly appreciated!

Situation:Intercom Workspace has multiple Teams, APAC, EMEA, AMER APAC, EMEA, AMER have different Team Office Hours User is a member of multiple Teams All teams are set up with Balanced Assignment User is active in Intercom inside EMEA Office Hours, but outside APAC/AMER Office Hours Expected:User is assigned conversations from EMEA Inbox Conversations in APAC/AMER Inboxes stay in APAC/AMER Inboxes until Office Hours begin Actual:User is assigned conversations from APAC, EMEA, and AMER

Hi, we have this workflow in place: The problem is, when the customer choose to create a ticket but later on realized that this is not what they need and ignore it or not fill it out, the customer will be stuck. The ticket window will not auto close and if they click the arrow back it will just route them back to the home screen of the messenger. There is no option to start a new conversation because we intentionally disable opening new conversation when there is one open. How can we get the conversation to auto close when customer doesn’t fill out the form? FYI, we have this settings in place but it doesn’t seem to work for this scenario.  Appreciate suggestions from anyone.

Hello,I hope you're doing well.I’m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I’ve run into an issue.Since we typically close conversations once we provide an appropriate answer, I configured the workflow with “Conversation rating requested is false.”To avoid members receiving a “rate the conversation” prompt every time they send us a message, I added branches with conditions for “Last heard from more than/less than.” However, after making this adjustment, I’m no longer prompted to rate the conversation during testing. To test, I’ve set it up with a low threshold (1 day).I’ve attached the workflow for your reference. If you have any insights as to why it’s not working as expected, I would greatly appreciate your guidance.Thank you in advance for your help, and have a great day!

Hi guys,I wanted to know if in the UI there’s an option that is “Create By” or something similar in the workflows?For example: I’d like to do the following:Create a workflow for when a new ticket is being created - if that ticket is created by me, assign it to my colleague. If the ticket is created by my colleague, then assign it to me.Anything like that that i can use maybe? Thanks!

Can Intercom workflows support sending automated messages in multiple languages? I’m looking to create workflows that dynamically send messages based on a user’s preferred language (Checkout). Is there a way to integrate language detection or user segmentation to achieve this? Additionally, are there any best practices or limitations I should be aware of when setting up multi-language support in workflows? Any guidance or examples would be greatly appreciated!

Hi everyone,I am working on creating a smooth onboarding experience for new users of our uipath automation platform & I want some inspiration and best practices.What are some things you have found  effective in welcoming new users & getting them comfortable with your platform??Are there any  features or elements you would suggest including in an onboarding flow??I want to know about how to avoid overwhelming new users with too much information at once.Also i have check this https://community.intercom.com/topic/show?tid=8592&fid=7Thank you.:) 

We activated the “If customer has been unresponsive “ workflow in our chat conversations. How can we interrupt this workflow in cases where an agent needs to snooze the conversation because they need time to research or they need to consult another department? This is what we are trying to achieve:Agent will send a message asking for more time to solve the problem Agent will snooze the conversation Either of these can happen: a). Conversation will automatically unsnoozed and will stay on Open Inbox until a teammate picks it up b). Agent will manually unsnoozed the conversation and proceed to assist the customerWe are trying to avoid the scenario below where we tell the customer to wait, and yet we send them a follow-up because we haven’t heard from them😅 

Hi Everyone, I'm Sachin Duggal , and the owner of a bags manufacturing business. I’m planning to launch a new product soon and want to create a waitlist for customers who are interested in being among the first to try it. I’m aiming to send a message to a specific customer segment and collect a "yes" or "no" response for joining the waitlist. Then, I’d like to prioritize the users who clicked "yes" first and release the product gradually to that group.Has anyone set up something like this before? I’m considering using Intercom’s method with Fin Copilot as an example. What would be the best approach to achieve this? Any tools, integrations, or tips for managing a beta waitlist effectively?Thanks in advance for your help!Sachin Duggal

Hi Everyone, My name is Sachin Duggal, and I lead a growing enterprise in the bag manufacturing industry, dedicated to quality and innovation.I’m about to launch a new product and want to create a beta waitlist for a segment of customers. Here’s my plan:Send a targeted message to customers, asking them to join the waitlist. Collect “Yes” or “No” responses to gauge interest. Prioritize access based on the order in which customers opt in.I’d like advice on the best tools and strategies to:Collect responses efficiently. Manage and organize the waitlist. Gradually release access in a systematic way.Has anyone done this before? Any tips, tools, or examples would be a big help!Looking forward to your suggestions!RegardsSachin Duggal

Hello!I’ve encountered an issue after integrating "Jira for Tickets" with Intercom. I created a custom attribute called "Screenshot" with the intention that when a file is attached in Intercom, it would automatically appear in Jira. However, the file doesn’t seem to be transferring over to the Jira ticket.Could you please advise on how to properly configure this so that attached files are successfully synced to Jira?Thank you in advance for your help!A done task in jira:Screenshots: No 

We have enabled the setting to prevent Customers from changing their rating after  a set time (1hr) but this does not seem to extend to conversations that have not been previously rated. We have had a few instances of disgruntled customers going back and rating chats from days prior. Is there a setting to prevent this?

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

Does anyone know if there's a way to find out exactly where each conversation tag is being applied within the workflow?I’d like to know if it’s possible to generate a report for this instead of manually opening the workflow and searching.    

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

There are inactive customer workflows but apparently when you send a message (ie. asking for the customer to reply), these will only send in the messenger. Shouldn’t they also send via email if the customer hasn’t seen the update in the messenger after 3 minutes? I’m not understanding why that’s not happening as it should be the same as any other message sent by a teammate.

When a user starts a chat and wants the status of a certain operation, is it possible based on his user_id, retrieve the last 10 operations he made in form of buttons and ask him to select which one he mentions, and based on the decision, to give an automated reply based on the information in BO? 

Good morning everyone, new user hereLong story short, my company is getting a good inflow of users and we want to treat them in a timely manner. In the case that does not happen, we want to route applications taking longer than usual to be routed to a priority qIn practice we would have. Onboarding (applications that are waiting 24 to 48h to be reviewed). Onboarding + (applications waiting more than 48h to be reviewed)ChallengeWhen users create a new conversation in Messenger and theyclick on button “Application pending”Question asked - “When did you signed up”Based on the date they have said, they are routed to one of the qs above?This could also be applicable questions like “are you using x or y” etc Appreciate the tips

Can someone give an use case to when to use ‘Save reply value to attribute’? 

I am handling one of my client’s projects, where he is offering translation-based services across the World. I am a developer but confused about how can I automate certain compaigns based projects in all famous languages across the Globe. This is what my client is demanding about it. We have developed certain custom softwares for these things but did not get any reasonable results-oriented.Now, I am looking for some intercom-based software that can help me to start campaigns across the Globe according to the users locations, but with automation-based steps for this Online Translation Agency. 

I’m currently setting up workflows in Intercom to automate some of my customer interactions, but I want to make sure everything is functioning properly before launching it to all users. Is there a way to test or preview the workflows to ensure the messages, triggers, and actions are working as expected? also( Check out ), are there any best practices for testing workflows before they go live to avoid issues with incorrect message delivery or user segmentation? Any advice or tips on how to effectively test workflows would be greatly appreciated!  

I'm looking for best practices, specific triggers, and action ideas to bring back users who haven’t interacted with our product in a while. checkout Should I focus on email campaigns, in-app messages, or a mix of both? Any examples of successful re-engagement workflows would be greatly appreciated!"

Can workflows in Intercom handle conditional branching? I'm looking to create workflows that adapt based on user behavior or attributes. For example checkout, if a user clicks a specific link, they should receive one message, but if they don't, a follow-up should be sent instead. Does Intercom support this kind of dynamic flow? If yes, how can I set it up effectively? Any tips or best practices for conditional workflows would be appreciated!