I want to completely remove the possibility for clients to write to us so they can have only the custom bot. Is that possible? I couldn't find an option to remove the "Write a reply".

We've built it in several steps - clients choose the topic they want to ask their question for and the next step is to choose a more specific issue related to that topic. Depending in their choice, we suggest them articles. If the article helped, great, conversation is closed. If it didn't, we installed Native forms and they need to fill in their exact question or problem which creates a new conversation for us that we follow up. It might not seem very friendly but it reduces the volumes of simple questions we are receiving as we working very hard to build up a strong knowledge base.

Hey @teodora👋 it's currently not possible to remove the "Write a reply" section from a Custom Bot. None of our automation solutions are designed to keep a customer in "bot jail" (i.e. with no way of contacting a human), they're always built with your support team as a point of contact in mind. Can you tell me a bit more about your use case?

Is it possible to remove the "Write a reply" option from a Custom Bot?

Is it possible to remove the "Write a reply" option from a Custom Bot? | Community

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded