Workflows & Automations

How can I access the conversation ID in a custom action?

I'm trying to create a custom action that calls a webhook with the conversation ID when a new message is received. The action builder says "You can use the selector ({...}) to pass Intercom attribute values in your request body." however there are no "Conversation attributes" that I can select. How can I add the conversation ID to the request payload?

Is there a maximum limit for characters in a macro?

Hello, I would like to know if there is a maximum limit for characters included in a bot message included in a workflow. Thank you in advance!

Show multiple video on workflow

Hi team, I have a question. Can you help me support? I want to create one workflow, when user exit page, we will trigger showing chatbot. When chatbot will ask user put email and give user some video guideline based on their selection. Number of video can be 5 videos. Can I do it on Intercom? And I want to know what is difference between Series and Workflow? Thanks

Custom action to GET a pdf in chat

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?

Needing Help with Conversation Tags

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better?

I have passed correct API key but still it showing API key error

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

A/B Test (Customer visit a page segment)

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference.

Adblockers and Intercom

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock Origin Total Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael

Workflow that begins with a ticket and ends with a chat message

Hey everyone! I’ve been going around the workflow automation settings and so far no joy. I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end. It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime? Thank you in advance! ⭐️

Custom bot to prompt customers to leave review on third party websites based on customer rating response.

Hello - We have enabled the conversation rating feature in Intercom, but also wanted to follow up with the customers that left certain ratings. For 4 or 5 star ratings, we would like to send a follow up message to thank them and request a review on a separate website. For 3 star ratings and below, we would like to send a message regarding an escalation and that a manager would be reaching out shortly. Additionally, we are trying to integrate slack notifications w/ these messages to make us aware when a particular message is sent to one of those cohorts of customers. Is this possible?

Facebook Message CSAT Workflow keeps opening conversation back up.

I am using a workflow to sent a CSAT rating request after the conversation has been closed. Every time a customer is responding to channels (Facebook & Instagram) that they have to send a message, the chat is reopening. Then when we close them again, it send them the CSAT rating request again. Has anyone found a work around this, or is there something that I am missing? Thanks in advance,Brandon

Authentication methods in Custom Action API call

How can I send request body in x-www-form-urlencoded format. It is mentioned that I need to pass request body in json format but My Authentication end point only supports requests in x-www-form-urlencoded format. Can someone please let me know the how can I make authentication with x-www-form-urlencoded format ?

Salesforce Create Case Workflow

I’m finding that with the Salesforce Create Case Workflow I don’t get any type of confirmation if my case has be created. Ideally, the user would get some type of message confirming the case has been created and a link to their case. Has anyone achieved this?

I would like translation intercom websites .I like answer on question. I helped another users how log intercom .

Intercom->customer.io integration

Hi everyone. I have a following use caseI want to tag some users based on the workflow in Intercom. After the specific tag appears on the customer in Intercom, I want this customer to automatically appear in the Segment in Customer.io I tried to meddle with the zapier, but it does not offer the specific action “add to segment in customer.io”. Can someone help with this?

How to alphabetise pinned teammates?

Is there a way to sort teammates that i have pinned in alphabetical order?

Workflow Question: Collect Customer Reply followed by Wait

Hello I have a workflow that ends with - Collect Customer Reply, but followed by WAIT later that day and then send message to nudge the player to reply. Will this type of pattern work? If not what is the proper way to go abou this?

Custom questions for different pages in a web app

In a web app, I would like to show custom questions, based on the page they are in. This question is similar to this As soon as the question is clicked, the same is passed on the the agent, and they can start the conversation. Is this feature available as of now? Thanks.

Connecting Bot with CustomGPT

Hi, has anyone tried to connect a bot with the newly available CustomGPT from OpenAI? I am struggling to get it done. Trying to use custom actions, map the content of the OpenAI Response to a custom object but then i cannot send the response back to the user. Any suggestions?

I need to automatically close conversations with workflow

Hi! We currently have a set of rules to close conversations automatically when we recieve messages such as spam and notifications. I am currently migrating those rules to the new workflows settings, but I can’t seem to find an action for it: Is there another way to acomplish this? Thank you!

Workflow trigger from an Instagram message

Hi there, We’re having an issue with the Intercom Inbox, we’ve just integrated Instagram/Facebook messagers to come through via the native integration. I’ve created a workflow to be triggered when: Messages for the first time, and I’ve set the channel to be Instagram / Facebook (two different workflows)But none of the workflow’s are triggering, are we doing anything wrong? We want to create these messages as Leads directly into Salesforce and tag the source appropriately but we cant do this without the workflow. Thanks in advance for your help!

For workflows, is it possible to filter actions on a field associated with a Customer's email address?

Hi all! The workflow I’m trying to build (forgive me, new to Intercom) is essentially having the user respond to a chat bubble that pops up asking them if they’re interested in speaking with a member of our team, and then having them enter their Name and Email address, and then triaging them to a respective team member’s Calendly. When I build a workflow and make the structure something like: User Enters First Name/Last Name » Branch based on If [Custom Owner Property] is… A/B/C/D » Show Owner A/B/C/D’s Calendly Page Based on Above Branch It doesn’t pull from the Custom Owner property associated to the email entered. Can Workflows only deal with Leads? If a customer enters their email address and is associated to a customer, is it possible to cross reference that against their email address and then pull from that profile? How would I build that? Let me know if you need clarification from this ramble, thank you!

Send a Intercom survey response as a Mix panel event?

We have a dashboard with all our KPI:s in Mix Panel.Is there a way to send a response from an Intercom Survey as an event to Mix Panel?The goal is to be able to add show the survey results in our Mix Panel Dashboard together with our other data. I have looked into Zapier as a solution but the “Submitted Survey”-trigger for Intercom is not available in Zapier. Any work-around for this?

Chatbot based on a text response, possible?

Hi, is it doable to create a chatbot based on a text response? Example: Type “Now” If you would like to speak with someone in our team now → bot displays phone number to call Type “Later,” if you prefer to schedule a consultation → bot displays Calendly link

Can I create a dropdown menu in workflow?

I'm currently working on configuring conversation routing through a workflow. Currently, I find myself inputting multiple reply buttons for each potential customer inquiry. I'm curious if there's a method to establish a dropdown list that customers can easily click on to select a topic, akin to the image below. I appreciate any insights you can offer. Thank you!