Workflows & Automations

Hello, We are looking for a solution to assign a conversation to a specific enterprise based on the incoming email address.E.g. our incoming email address is support@… . We saw that we cannot use alias as other incoming email address but that support+companyname@… is working.We would like to create a workflow that will convert the conversation to a ticket and assign the ticket to “companyname”.This seems not possible today.How can we make this work ?Thanks

I setup a custom bot on a sub-page of my website.  A visitor to the main webpage can click on a link that opens the subpage in a new tab. Then if they click on a CTA button on the sub-page, the custom bot launces. All works fine on the subpage as it should, but I see that if I go back to the main webpage (still open) the bot is open there aswell.  I only want the bots to launch on the sub page. How can I fix this?

Hi team,I’m Darshan Hiranandani, working on a custom action that triggers a webhook whenever a new message is received. I need to include the conversation ID in the request payload, but I’m running into an issue.In the action builder, it mentions that "You can use the selector ({...}) to pass Intercom attribute values in your request body." However, I’m not seeing any "Conversation attributes" available for selection.Does anyone have experience with this or know how to add the conversation ID to the request payload? Any guidance on how to access and include the conversation ID would be greatly appreciated!Thanks for your help!Best,Darshan Hiranandani 

Bonjour,  Est-il possible d’intégrer Intercom avec Sellsy ?

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas!  For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow. 

how can I add a step between to steps in a workflow? 

How to restrict ZipCode to 5 Chars in INterCom Chatbot

Is there a way to reassign just WhatsApp conversations when a team member is absent during office hours? We do not need to reassign conversations from email or other channels, just WhatsApp.

Hello,I am trying to build a workflow that would automatically close a conversation should the user not reply.Here is the scenario:User contacts us → Workflow triggers if a certain word is contained in the conversation asking the user for more information.The goals we are trying to achieve are:Conversation would automatically closed if the user does not respond within a certain amount of time Should the user respond, the conversation would be assigned to the team ( the workflow triggers would be based on the team so the assignment would be already defined)Would there be any recommendation regarding this ? ( We have tried setting a “customer sends first message” + “ snooze unresponsive conversation based on a conversation tag but it unfortunately does not seem to trigger the snooze unresponsive conversation).Thank you 

Hi Team,I’m Darshan Hiranandani, currently migrating our existing rules for automatically closing conversations—such as those triggered by spam or notifications—to our new workflow settings. However, I’m having trouble finding an action that supports this feature.Could anyone provide suggestions or guidance on how to set this up? If you have experience with similar configurations or know of any specific actions that might work, your input would be greatly appreciated.Thank you!RegardsDarshan Hiranandani

Hello,I have a workflow that triggers a message when a user sends any message out of office hours.The problem is that sometimes a teammate responds to tickets out of office hours, so i would like not to trigger this workflow when this is happening.I noticed that in the audience rules there is one called “Last teammate reply”, that is a conversation attribute, but it can be set only in the scale of the days. So if want to set it like “Last teammate reply was less than 1 hour ago”, I couldn’t do it.¿Is there a way to make this audience rule work in the scale of hours and not days?Thanks in advance

UPDATE:I got a reply from Intercom. Apparently, the email address is a unique identifier for users. This means you can never change that. Which as a result means that leads that enter the system via Messenger will end up with whatever email address they entered, and we have to manually create new users with the correct information.---I created a workflow where we request some information from possible leads.However, we want them to use their business email address, not some hotmail, gmail or other general mail address.To accomplish this, I have a branch which checks the email domain and if it is one of the non-wanted email domains it will go back to ask for the business email address again and again until it is correct, or the customer decides to leave.To my surprise it seems you're not able to retype an email address once you entered that. All other fields are fine, name, company etc., but someone decided that once you enter an email address, you have to stick with that?Is there a way

i.e. If I have one path, with a message that is split into 3 bubbles, can I delay how fast each of the 3 bubbles shows? they display too quickly and customers often miss the info in the first bubble, esp. on mobile.

Hi there, I’m wondering if there is a possibility to create a workflow that will achieve the following? When a conversation is “ assumed resolved” by fin AI - get it re-opened and assign it to an inbox for a human follow-up. By having a human follow-up, I’d like to ensure the answer provided by Fin is what the user was looking for, and I believe it adds a touch to the user experience. It would be even more beneficial when a negative CSAT rating has been provided to the bot by the user. 

Hey Intercom Community! I am looking to create a slack automated workflow for any time a new conversation is assigned to a team inbox. Ideally, this slack notification only fires for conversations that are manually re-assigned from one team to other. If the only way to accomplish that is for all conversations, please let me know. I tested this out with the ‘Teammate changes the conversation state’ workflow but this did not work since the conversation status remains ‘open’ during the time the conversation is assigned from 1 team to another. Is it possible to create a slack notification any time a tag is applied to a conversation? we could also use that, but didn’t see how I could set that up.Any recommendations would be appreciated here, thanks and let me know if there are any questions!

I’ve created a Fin AI custom action that calls an API endpoint which returns the following response: {"shiftDate": "2024-09-24","company": "Global Solutions","hourlyRate": "$20.11","location": "https://www.google.com/maps?q=-56.464281,-27.830251"} I have a workflow defined that allows users to type in their questions. However, when I ask:"When is my next shift?" "What's the hourly rate for my next shift?"Fin successfully triggers the custom action, but it doesn't generate an answer. Instead, it says it couldn't find any answer for the question.What am I doing wrong?

How can I create automatic redirects to a specific command? Currently, I have attempted several methods. I have created two workflows. In one, messages are checked by “Message content is”, “Message content contains”, “Message content contains word”, and if it does, the message is redirected to a specific destination. In the other workflow, a specific field is marked that stores the text "book_here", and if this field is present in a message, it is automatically redirected. However, neither of these methods has worked perfectly.What is the best approach for me to take to ensure automatic transmission of messages? I have only two ways to determine the messages that need to be reassigned to the specific team - this is the field in the dialog that stores the text "book_here" and the text of the message, which is always the same.

I have a common use case where customers send email attachments that our service processes for them, but they often send these to our general inbound  support email inbox rather than to a dedicated inbox here they’ll be auto-processed from. Is it possible to set up an Intercom automation that will recognise when an incoming email has a PDF attachment and is from a known customer, and will auto-forward that email with the attachment?

Hello, I have configured different types of custom bots. In some cases, I need the bot to create a note on the conversation which tells my agents which resources to check and if they need to call the customer right away. I haven’t been able to find the option to add a note in the settings, so I am wondering if that’s possible at all. Thank you in advance for your help and guidance!Cheers

Is there a way to setup separate intercom conversation flows per a specific site page.. i.e., dedicated/specific operator, unique message flow, etc. 

Hey everyone! I have a new product that we are in the process of finishing up to release to customers soon, and I wanted to launch a message to segment of customers to signup for a waitlist to use the product. Intercom has done this recently for Fin Copilot.  How can I create this? I was thinking of sending out a post to the segment, but I need to collect a yes or a no to join the waitlist. Then I want to pick people in order of who clicked “yes” first and slowly release to that list of users.  Any ideas? 

I encountered an issue where the Custom Bot is only firing once on customer visits to our website. I chose the trigger: Customer visits a page and specified our website URL. It only pops up only on the first instance that a customer visits the website however is not the case when the same customer access the website the 2nd time onwards. Show Bot Until is set at: Engaged with. Frequency and scheduling is already set as follows:-Send every time the person matches the rules-Start sending immediately-Never stop sending-Any day, any timePlease help on what else can I do to make the Bot fire regardless if the customer is unique or repeat website visitor.

We made a new workflow live under “Customer opens a new conversation in the Messenger” with a custom Welcome message. However, the message is not appearing as the welcome message in the Fin AI Agent → Overview → Preview Answer bot. The message only appears in the preview while in the workflow. No other workflows are live. Thanks in advance!

Hello,We have a workflow in our Intercom automation, and in one of its steps, we use the “Open Form” component that it fails on loading in our Mobile application.“Open Form” generates a link like the following:https://js.intercomcdn.com/card-fallback.html?card_id=***&token=****Which throws the following error:GET https://js.intercomcdn.com/card-fallback.html?card_id=158570826&token=sVRcvr7LVPkPHSU9HOQHYdGX12I9GsZHError: write EPROTO 4431774456:error:100000f7:SSL routines:OPENSSL_internal:WRONG_VERSION_NUMBER:../../../../src/third_party/boringssl/src/ssl/tls_record.cc:242:Request HeadersUser-Agent: PostmanRuntime/7.39.0Accept: */*Postman-Token: 9edb3810-c974-4be3-9893-d18243e8e0abHost: js.intercomcdn.comAccept-Encoding: gzip, deflate, brConnection: keep-aliveWe are using: @intercom/intercom-react-native `7.1.3` on our react-native mobile application.Please let us know if we can help resolve this issue. There are screenshots attached below:Workflow iOSAndroid 

Hello, I made an integration between intercom and Octopods to receive WhatsApp messages. How do I connect the bot to customers who send messages from WhatsApp?