Workflows & Automations

Can I trigger a custom attribute change within the user's qualification section?

Hi everyone! I’m running into an issue where my workflow is triggering multiple times for the same user, even though it should only trigger once per user interaction (More Info). It seems like some users are repeatedly entering the workflow, causing duplicate messages and a poor experience. Has anyone else faced this issue? What steps did you take to prevent duplicate workflow triggers, or is there a specific setting I should check? Any advice would be appreciated!

I would like to create a workflow for outbound emails which will assign emails to a team inbox automatically, based on the “from email”.. I’ve tried branches and rules, however there is nothing that allows me to do this. Any advise or tips on how the rest of you assign your outbound emails to teams automatically? 

I would like to pop the product tour UI (outside messenger) when a user selects an element on my website. I can’t figure out how to do this. If I do a workflow triggered by website element it opens messenger and when I do a product tour, it launches when the page loads. I need something between that: The user selects a button and a pop-up with the video is displayed. How to do this?

We have our chats set up with a workflow, however for some reason the chats are closing after a while not giving us a chance to see if first to respond at a later time. We have to watch our closed tickets to find them and reopen them.Is there a way we should be setting this up to allow those chats to stay in an open state until we respond and close them on our end?Thanks in advance! Appreciate your assistance and insight on how to ensure they stay open.

Hello, We’re working as a Slack org within as Slack Enterprise Grid. I’ve approved the Intercom app for our Slack org.  Status shows “approved”. When attempting to build a Workflow with Intercom, we see “approval requested” (screenshot below).  Our Slack Enterprise admin say they don’t see any pending approvals.  We’re stuck in this state with no obvious resolution.  I’m hoping experts here can provide some guidance.  Thanks! -Steve 

Hey dear community! Are here any specialists who can build a qualitative chatbot for our company in Intercom? Thank you!

Hey dear community! Is anyone able to create chat bor for our company here?) Please text me back :)

Hello,I have a custom action that should take as input the the text which is currently in the composer but not yet sent (neither as a note nor as a public message).Is it possible? either via attributes or Rest API.  

I would like for it to be easier to add or customize survey questions at the end of conversations. Today you can ask the CSAT question and get open-ended feedback and that’s it. You can also use proactive support to send additional surveys but that requires additional steps. I would really like to be able to add to the flow additional questions to ask after the CSAT question. For instance, a flow of CSAT question>Issue Resolution question>open-ended feedback.

É fundamental contar com a opção de fechamento do fluxo de automação baseado no horário de atendimento. Atualmente, meu bot/automação continua atribuindo conversas a agentes humanos, mesmo quando o cliente solicita atendimento fora do horário estabelecido, apesar de o chat já ter o horário de operação configurado. Como solução paliativa, precisei criar um outro fluxo que, após 7 minutos sem resposta, envia uma mensagem informando que o atendimento está fora do horário ou que o cliente está na fila. No entanto, essa abordagem está longe de ser a ideal. Trata-se de uma funcionalidade básica presente em todas as outras ferramentas de atendimento com as quais já trabalhei.

I am trying to see if it’s possible to do an automated email for those who: Just subscribed Have been inactive for 10 days I was going through the list of options on Intercom and wasn’t able to figure out where to go for that.

We're facing a common issue with our in-app bug reporting system, and I'm hoping the community can help brainstorm a solution.The problem: 90% of users submit bug reports without providing crucial details Our standard form includes fields for: Steps to reproduce Actual results Expected results Most submissions have these fields emptyI need a way to automatically detect and follow up on these empty submissions. Specifically, I’m exploring:How to set up a workflow that reads the body of the email How to detect the absence of details in key fields How to trigger an automatic response requesting more informationHere's what a typical empy bug report email looks like: Subject: Bug: Critical: User provided subjectEmail Body:User: {{user_email}}Build number: BE 5.0.0 / FE 5.2.99Date/Time: 19/09/2024 12:02:10 PMPriority: CriticalSteps to reproduce: Actual result: Expected result: Is it possible to create a trigger based on the absence of details under "Steps to reproduce," "Actual result," a

Good evening, community, it’s night here in Brazil.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions.In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot.Does anyone know how to configure this?

Hi thereWe have chats set to auto-close after 15 minutes of the visitor being unresponsive. However, visitors will often chat back in and when they do the chat gets put in the Unassigned queue. This leads to some issues because we have members of other teams accidentally grabbing that chat thinking it is for them. We want to ensure that if the visitor chats back in that it gets re-assigned to the same team it was previously assigned to.  Can anyone help with this?

Hi, I understand that start button will send me to the beginning of the workflow. We implemented one WF with multiple reusables, to keep our WF tidy. However when we have a start button in the reusable, it sends the user to the very beginning. This is unfortunate, especially when we have it personalised with message Hi <first name>, so it looks a bit strange that although we already engaged in some conversation we are saying Hi again… is there a way how to set up the “start”? Is there also a way how to start only the reusable and not the entire WF? Thank you.

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

Hi, I need some help with my workflows on my Intercom account.I am trying to organize a workflow wherein if a customer replies to my message to them after an inquiry, it should automatically be assigned to a Team/Folder.So far, I have successfully organized the other by creating a "When a teammate changes ticket state" and inside assigning it to the appropriate Team/Folder.However, I noticed that if a customer replied to a ticket, it is stuck on one of the Teams and I want to change that. Please, help. I've tried everything that I know of but can't seem to make it work. Thanks!

Hi Team,I’m working on a project where we need to automatically add a note whenever a customer starts a conversation. The note should include a URL that is based on the conversation ID. For example, if a customer starts conversation 1234, the note should contain a link like example.com/whatever/1234.Currently, it seems that the workflow's “Add a Note” action does not support directly referencing the conversation ID using {{conversation.id}}.Here’s what I’m considering:Custom Action: Creating a custom action that POSTs the conversation ID to an API endpoint, which then responds with the ID. We could store this ID as a custom attribute and use it in the note. Alternative Methods: Exploring other possible solutions to include the conversation ID directly in the note without complex workarounds.Could you provide suggestions on:How to best implement this functionality within the current workflow capabilities? If there’s a simpler or more efficient method to reference the conversation ID in

Hi all, I’m trying to solve for a use case where conversations will be routed to other Teams should there be no one available on the desired team. To illustrate: A conversation is opened and should be routed to Team A as per the user’s qualification. However, there is no one available on Team A, but there is an agent available on Team B and thus the conversation is routed to Team B instead. I’m aware that Balanced assignment supports a Primary & Secondary inbox, however this doesn’t work for us in this exact case due to our volume. We aren’t currently in a place where we’d like to limit the amount of conversations an agent may have concurrently, but we do like the balanced distribution of conversations the Balanced inbox provides. Given that we aren’t limiting the amount of conversations an agent can have (and our queues are always at 0), my thinking is that conversations will start to get routed to the Secondary skills at the wrong times and end up causing more bad than good. Has

If we set up a workflow with the “When a teammate changes the state of a conversation" trigger, will that include conversations that FIN helps resolve? 

Hey everyone,We recently changed the way we provide support to our users. We provide ticket support to Free Subscription users and Chat Support to our Paid users.What we did is that we created two workflows for each type of users but we wanted to keep Fin AI as a first instance of support because we have around 30 % resolution rate.So we have two similar workflows with the only difference that in one we are converting the chats to tickets automatically. They look like this.  However, now we are facing an issue where a lot of users are abusing the bot by typing “Speak to human”, “Talk to agent” or similar which leads to a scenario where the bot is bypassing the workflows and it’s directly transferring this to a Customer Support agent which is not intended. In the workflows we have different paths where we use tagging and this bypass of the workflows is breaking the data.Here are some examples that I can show:User is typing “Agent please”, the AI is completely ignoring the workflow, asks

Identical to this issue but with new, Ruby flavor! :I updated the gem and made sure the SDK is set up for the latest version of the API (2.11), but I still get an issue with saving the created contact. I tried pulling the contact by ID, just to be sure it exists before the save. Sure enough, it’s there and in the dashboard but won’t update. Did anyone ever figure out a way around this?I’m using Rails 6.1.4, and the latest Intercom gem.

Hi Team,I’m Darshan Hiranandani, in the process of migrating our rules for automatically closing conversations) to the new workflow settings. However, I’m having trouble finding an appropriate action to close conversations within the new workflow configuration.Has anyone worked with workflows to automate conversation closures? If so, could you provide guidance on how to set this up or suggest an action that might be used for this purpose?Your insights or suggestions on how to achieve this would be greatly appreciated.Thanks in advance for your help!Best regards,Darshan Hiranandani

Hello,In my workflow, when a contact sends a message, I would like to link the contact to a company and then convert the conversation into a ticket associated with that company. If I understand correctly, as long as the contact is linked to a single company, the ticket should automatically be associated with that company and, consequently, appear in the company's Ticket Portal.Here is my current workflow:Here’s a snippet of my custom action, which is functioning as intended:const contactRequest = await fetch( `https://api.intercom.io/contacts/${req.params.contactid}/companies`, { method: "POST", headers, body: JSON.stringify({ id: companyId }), } );However, even though my contact is correctly linked to the company after the custom action, the ticket is still not being assigned to that company. Do you have any idea why this might be happening? Thank you.