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data-props="{"widget":"featuredBanner"}"></div> <div data-preact="topic-banner/TopicBanner" class="widget--notification qa-widget-notification custom-notification" data-props="{"serverSideProps":{"topicIds":[{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","url":"\/topic\/show?tid=9031&fid=None","type":"productUpdate"}]},"selectedTopic":{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","content":"<p><strong><em>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Customer Service\u00a0<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>Transformation<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>\u00a0Report\u00a0<\/em><\/strong><br \/><br \/><span style=\"color:#000000;\">Customer service is changing faster than ever. Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":291,"productAreas":[],"label":""},"config":{"selectedTopic":{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","content":"<p><strong><em>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Customer Service\u00a0<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>Transformation<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>\u00a0Report\u00a0<\/em><\/strong><br \/><br \/><span style=\"color:#000000;\">Customer service is changing faster than ever. Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":291,"productAreas":[],"label":""}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}"><section class="topic_banner qa-topic_banner-container homepage-widget-wrapper homepage-widget-wrapper--no-spacing"><div class="sitewidth"><div class="col"><div class="topic-banner_wrapper featuredBanner"><a class="banner-notification_url" aria-labelledby="banner-data" href="https://community.intercom.com/product-updates/the-2025-customer-service-transformation-report-is-live-9031"></a><div id="banner-data" class="box banner-notification notification"><div class="box__content box__pad"><p class="notification-title"><span class="notification-link">The 2025 Customer Service Transformation Report is live! 🚀</span></p><span class="thread-meta-item"><div class="avatar avatar avatar--S" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/diana-tripac-9713" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" style="width: 100%;" title alt="Diana Tripac" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><span class="notification-link"><span class="thread-meta-item__date">18 days ago</span></span></span></div></div></div></div></div></section></div> <div data-preact="widget-breadcrumb/Breadcrumb" class="" data-props="{"breadcrumbData":[{"url":"\/","title":"Home"},{"url":"\/community","title":" Forum Support overview"},{"url":"\/product-area-5","title":"Product Area"},{"url":"\/workflows-7","title":"Workflows"}]}"><div class="sitewidth breadcrumb-container"><div class="col main-navigation--breadcrumb-wrapper widget--breadcrumb"><ul class="breadcrumb"><li class="breadcrumb-item qa-breadcrumb-community"><a class="breadcrumb-item-link" href="/"><i class="icon icon--caret-left is-visible-S"></i>Home</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-category"><a class="breadcrumb-item-link" href="/community"><i class="icon icon--caret-left is-visible-S"></i> Forum Support overview</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-forum"><a class="breadcrumb-item-link" href="/product-area-5"><i class="icon icon--caret-left is-visible-S"></i>Product Area</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-topic"><span class="current"><i class="icon icon--caret-left is-visible-S"></i>Workflows</span><i class="icon icon--caret-right"></i></li></ul></div></div></div> <div class="thread-list-title qa-subForum-header "> <div class="sitewidth"> <h1 class="thread-list-view-title thread-subforum-title qa-page-title">Workflows</h1> <p class="thread-list-view-description qa-subforum-description">Automate simple processes, offer proactive support and engage your customers with Intercom's Custom Bots</p> <div class='searchbar-in-hero'> <form method="get" action="/search"> <div class="searchbox searchbox--large qa-search-area"> <div class="searchbox__input qa-menu-search-input "> <div class="algolia-search--forum algolia-search" data-preact="algolia/components/Search" data-props='{"isUserGuest":true,"isFederatedSalesforceSearch":false,"isFederatedSkilljarSearch":true,"isFederatedFreshdeskSearch":false,"isAlgoliaAnswersActive":false,"searchInContentCategories":[7],"groupId":null,"aiSearchSummary":false,"phrases":{"Forum":{"live.search.placeholder":"Search or ask a question","live.search.search.text":"Search:","show.results":"Show results","advanced.search.filters":"Filters","live.search.no.result.found.text":"No results found for:","live.search.trending.text":"Trending","live.search.ask.question":"Ask a question ","live.search.view.all":"View all","topic.form.type.discussion.label":"Conversation","content_type.label.article":"Article","content_type.label.question":"Question","answered.mark.title":"Solved","ask.question.title":"Ask question","ask.question.title.description":"Start your question with 'What', 'How' etc and phrase it like a question.","ask.question.optional.description":"Add description (optional)","cancel":"Cancel","create":"Create","title":"Title","Choose your subject":"Choose your subject","post.textarea.label":"Description","topic.editor.subforum.title":"Category","topic.first.reply.placeholder.textarea":"Add as many details as possible, by providing details you\u2019ll make it easier for others to reply","wysiwyg.h1.btn.title":"Large heading","wysiwyg.h3.btn.title":"Small heading","wysiwyg.embed.btn.title":"Embed media","wysiwyg.video_embed.btn.title":"Video embed","Save":"Save","Cancel":"Cancel","wysiwyg.submenu.title":"More options","wysiwyg.features.links.text_input":"Text","wysiwyg.features.links.link_input":"URL","wysiwyg.features.links.link_input.placeholder":"Paste a link","wysiwyg.modals.embed.title":"Embed media","wysiwyg.modals.embed.placeholder":"Paste a link to embed media. 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by"}},"cdn":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/","forumId":7,"showExpandButton":true,"showHeader":true}"></div> <div class="list-widget-wrapper"> <header class="list__items--header qa-list-menu"> <div class="list__items--header-heading qa-thread-list-count"> 447 Topics </div> <div data-preact="destination/modules/Categories/shared/SortingDropdown" class="" data-props="{"sortOptions":[{"sortType":"lastActivityAt","sortDirection":"desc","sortLabel":"Recently active"},{"sortType":"replyCount","sortDirection":"desc","sortLabel":"Most replies"},{"sortType":"views","sortDirection":"desc","sortLabel":"Most views"},{"sortType":"publishedAt","sortDirection":"desc","sortLabel":"Newest first"}]}"><nav><div class="dropdown-container dropdown--sort-options-trigger"><button id="sorting-dropdown" aria-haspopup="true" type="button" style="background: none; border: none; font-weight: inherit; display: inline-block; padding: 0px; margin: 0px; cursor: pointer;"> <p class="sort-option-trigger dropdown-links"><span>Recently active</span></p></button><ul aria-labelledby="sorting-dropdown" Component="ul" tabIndex="-1" role="menu" class="dropdown dropdown--sort-options is-hidden"><a class="dropdown-links__item-link" href="?sort=replyCount">Most replies</a><a class="dropdown-links__item-link" href="?sort=views">Most views</a><a class="dropdown-links__item-link" href="?sort=publishedAt">Newest first</a></ul></div></nav></div> </header> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182"},"id":"6859","publicId":"9182","title":"Update Lead Data Attribute or Qualification Data from Conversation Data","content":"<p>I am wondering if it is possible to update either a Lead Data Attribute field (People Data Attribute) or Qualification Data field based on if the field is null starting from when a visitor sends a message.\u00a0 For example, setting custom attribute \u201cChat ID\u201d with value \u201cID\u201d from the Conversation Attributes section when visitor sends their first message.<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/e12c96b4-dee5-4ce5-87cc-623dcc7c41aa.png\" \/><figcaption>Custom attribute \u201cChat ID\u201d from Qualification Data<\/figcaption><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ff116029-65e6-4f65-85d6-28bc99b9f180.png\" \/><figcaption>\u201cID\u201d from the Conversation Attributes<\/figcaption><\/figure><p>Or as an alternative, if its possible to use a data field from Conversation Attributes in sync settings for Salesforce (currently I do not see any of those fields in the selection list in the 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/brent-laakso-20169" rel="noreferrer"><div class="default-avatar avatar-variant-9">B</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/brent-laakso-20169">Brent Laakso</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Update Lead Data Attribute or Qualification Data from Conversation Data</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182">I am wondering if it is possible to update either a Lead Data Attribute field (People Data Attribute) or Qualification Data field based on if the field is null starting from when a visitor sends a message. For example, setting custom attribute “Chat ID” with value “ID” from the Conversation Attributes section when visitor sends their first message. Custom attribute “Chat ID” from Qualification Data“ID” from the Conversation AttributesOr as an alternative, if its possible to use a data field from Conversation Attributes in sync settings for Salesforce (currently I do not see any of those fields in the selection list in the settings).</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">11</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/brent-laakso-20169" rel="noreferrer"><div class="default-avatar avatar-variant-9">B</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/update-lead-data-attribute-or-qualification-data-from-conversation-data-9182"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-15T15:21:17.000Z">3 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/i-want-to-use-teammate-s-last-reply-option-in-rules-but-it-doesn-t-show-in-hours-8146"},"id":"6353","publicId":"8146","title":"I want to use teammate's last reply option in rules but it doesn't show in hours","content":"<p>\u00a0<\/p><p>We need to create a flow that after a while if my 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class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mariac-17840" rel="noreferrer"><div class="default-avatar avatar-variant-0">M</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/mariac-17840">MariaC</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/i-want-to-use-teammate-s-last-reply-option-in-rules-but-it-doesn-t-show-in-hours-8146" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">I want to use teammate's last reply option in rules but it doesn't show in hours</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/i-want-to-use-teammate-s-last-reply-option-in-rules-but-it-doesn-t-show-in-hours-8146"> We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item 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class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/can-someone-share-experiences-using-zapier-with-intercom-for-automation-lead-creation-8957" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Can someone share experiences using Zapier with Intercom for automation & lead creation?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/can-someone-share-experiences-using-zapier-with-intercom-for-automation-lead-creation-8957">Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/can-someone-share-experiences-using-zapier-with-intercom-for-automation-lead-creation-8957"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon 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href="https://community.intercom.com/workflows-7/can-someone-share-experiences-using-zapier-with-intercom-for-automation-lead-creation-8957?postid=27688#post27688"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/henrik-r-5498" rel="noreferrer"><div class="default-avatar avatar-variant-8">H</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/can-someone-share-experiences-using-zapier-with-intercom-for-automation-lead-creation-8957?postid=27688#post27688"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-13T18:39:53.000Z">5 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/how-to-start-a-new-conversation-including-triggers-in-an-existing-whatsapp-thread-9003"},"id":"6759","publicId":"9003","title":"How to start a new conversation (including triggers) in an existing WhatsApp thread?","content":"<p>Hey!<\/p><p>\u00a0<\/p><p>I am trying to set up Fin for our WhatsApp channel but am running into an issue:<\/p><p>Within the Messenger it is pretty 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class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/noam-etten-19830" rel="noreferrer"><div class="default-avatar avatar-variant-0">N</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/noam-etten-19830">Noam Etten</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/how-to-start-a-new-conversation-including-triggers-in-an-existing-whatsapp-thread-9003" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to start a new conversation (including triggers) in an existing WhatsApp thread?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/how-to-start-a-new-conversation-including-triggers-in-an-existing-whatsapp-thread-9003">Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages? 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qa-topic-meta-last-user-icon" href="/members/graziela-3166" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/321e5b27-74cb-4704-9694-efec19800a66.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/321e5b27-74cb-4704-9694-efec19800a66.png" style="width: 100%;" title alt="Graziela" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/6045a1da-8220-4651-ae63-62d4362d3488_thumb.png" alt="Innovator ✨" title="Innovator ✨" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/graziela-3166">Graziela</a></span><span class="user-title text--meta">Innovator ✨</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/workflow-management-8259" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow management</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/workflow-management-8259">How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">9</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/workflow-management-8259"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">60</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/workflow-management-8259?postid=27675#post27675"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/gabekressel-20090" rel="noreferrer"><div class="default-avatar avatar-variant-0">G</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/workflow-management-8259?postid=27675#post27675"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-13T10:54:10.000Z">5 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/how-to-optimize-intercom-workflows-for-a-small-team-8177"},"id":"6373","publicId":"8177","title":"How to Optimize Intercom Workflows for a Small Team?","content":"<p>We are a small team looking to maximize our efficiency with Intercom. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/johntyson-17787" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/2b50d64d-8913-45e8-87f6-e305cbf9f33c.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/2b50d64d-8913-45e8-87f6-e305cbf9f33c.png" style="width: 100%;" title alt="johntyson" /></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/johntyson-17787">johntyson</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/how-to-optimize-intercom-workflows-for-a-small-team-8177" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to Optimize Intercom Workflows for a Small Team?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/how-to-optimize-intercom-workflows-for-a-small-team-8177">We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/how-to-optimize-intercom-workflows-for-a-small-team-8177"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">83</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/how-to-optimize-intercom-workflows-for-a-small-team-8177?postid=27674#post27674"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/gabekressel-20090" rel="noreferrer"><div class="default-avatar avatar-variant-0">G</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/how-to-optimize-intercom-workflows-for-a-small-team-8177?postid=27674#post27674"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-13T10:52:47.000Z">5 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/what-goals-do-you-set-for-your-workflows-9044"},"id":"1134","publicId":"9044","title":"What goals do you set for your workflows?","content":"<p>When setting up a custom workflow the main aspects I tend to focus on are\u00a0the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered.<\/p><p>\u00a0<\/p><p>My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/adam-warden-19009" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/cf7b3494-88cd-4f12-b6bc-fefb3a307703.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/cf7b3494-88cd-4f12-b6bc-fefb3a307703.png" style="width: 100%;" title alt="Adam Warden" /></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/adam-warden-19009">Adam Warden</a></span><span class="user-title text--meta">Connector</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/what-goals-do-you-set-for-your-workflows-9044" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">What goals do you set for your workflows?</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/what-goals-do-you-set-for-your-workflows-9044">When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/what-goals-do-you-set-for-your-workflows-9044"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">14</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/what-goals-do-you-set-for-your-workflows-9044?postid=27646#post27646"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/adam-warden-19009" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/cf7b3494-88cd-4f12-b6bc-fefb3a307703.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/cf7b3494-88cd-4f12-b6bc-fefb3a307703.png" style="width: 100%;" title alt="Adam Warden" /></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/what-goals-do-you-set-for-your-workflows-9044?postid=27646#post27646"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-12T17:13:24.000Z">6 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/how-do-i-set-up-workflows-that-sync-with-my-crm-8617"},"id":"6582","publicId":"8617","title":"How do I set up workflows that sync with my CRM?","content":"<p>I\u2019m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/millerharry-18696" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/millerharry-18696">millerharry</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/how-do-i-set-up-workflows-that-sync-with-my-crm-8617" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How do I set up workflows that sync with my CRM?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/how-do-i-set-up-workflows-that-sync-with-my-crm-8617">I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/how-do-i-set-up-workflows-that-sync-with-my-crm-8617"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 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qa-topic-meta-last-user-icon" href="/members/sinam-15968" rel="noreferrer"><div class="default-avatar avatar-variant-8">S</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/sinam-15968">SinaM</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/jira-for-ticket-401-error-7295" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Jira For Ticket 401 error</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/jira-for-ticket-401-error-7295">HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/jira-for-ticket-401-error-7295"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">179</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/jira-for-ticket-401-error-7295?postid=27630#post27630"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">16</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kdm-18692" rel="noreferrer"><div class="default-avatar avatar-variant-2">K</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/jira-for-ticket-401-error-7295?postid=27630#post27630"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-12T08:12:19.000Z">6 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045"},"id":"1135","publicId":"9045","title":"Automatically closing conversations that become unresponsive during Workflows","content":"<figure><img alt=\"\" src=\"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/188992c5-c06c-46be-88ab-d87c2a035abc.png\" \/><\/figure><p><strong>Workflow \u2192 \u201cIf customer has been unresponsive\u201d<\/strong>\u00a0<\/p><p>\u00a0<\/p><p><strong>Problem Statement:<\/strong><br \/>- When a conversation hasn\u2019t been assigned yet to an agent and the Lead\/User\/Customer is\u00a0still interacting within any of\u00a0the path(s) within a Workflow, but they suddenly become unresponsive after X minutes\/hours\/days, there currently isn\u2019t a way to make the attached Workflow (see screenshot attached) to\u00a0close the conversation or nudge the\u00a0Lead\/User\/Customer\u00a0to continue through the Workflow\u2019s path.<br \/>- The Workflow attached works regardless\u00a0of if the customer is interacting with a Bot\/Operator or a human.<br \/>Currently, a member of the Intercom Support team confirmed to me that there is no option in Intercom to differentiate between where a customer is in the workflow, so the attached Workflow automation\u00a0will happen at any time a customer has become unresponsive in a conversation.<br \/><br \/>Example:<br \/>- User A opens your Intercom Messenger and clicks on \u201cSend a message\u201d<br \/>- User A\u00a0<\/p><p><br \/><strong>My Product Idea:<\/strong><br \/>-\u00a0<br \/>1. The workflow in the screenshot I shared should have an option or branch\u00a0that I can use to plug into any of my other Workflows so that it only applies to conversations where the Lead\/User\/Customer is interacting ONLY with the Operator.<br \/>OR\u00a0<br \/>2. 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/yemi-19969" rel="noreferrer"><div class="default-avatar avatar-variant-9">Y</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/yemi-19969">Yemi</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Automatically closing conversations that become unresponsive during Workflows</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045">Workflow → “If customer has been unresponsive” Problem Statement:- When a conversation hasn’t been assigned yet to an agent and the Lead/User/Customer is still interacting within any of the path(s) within a Workflow, but they suddenly become unresponsive after X minutes/hours/days, there currently isn’t a way to make the attached Workflow (see screenshot attached) to close the conversation or nudge the Lead/User/Customer to continue through the Workflow’s path.- The Workflow attached works regardless of if the customer is interacting with a Bot/Operator or a human.Currently, a member of the Intercom Support team confirmed to me that there is no option in Intercom to differentiate between where a customer is in the workflow, so the attached Workflow automation will happen at any time a customer has become unresponsive in a conversation.Example:- User A opens your Intercom Messenger and clicks on “Send a message”- User A My Product Idea:- 1. The workflow in the screenshot I shared shoul</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">22</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045?postid=27619#post27619"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jorge-gomez-15699" rel="noreferrer"><div class="default-avatar avatar-variant-9">J</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/automatically-closing-conversations-that-become-unresponsive-during-workflows-9045?postid=27619#post27619"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-11T18:52:30.000Z">7 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/autotag-abandoned-conversations-8984"},"id":"6751","publicId":"8984","title":"Autotag abandoned conversations","content":"<p>Hi guys,\u00a0<\/p><p>So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag.\u00a0<\/p><p>But you don\u2019t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/rick-a-4519" rel="noreferrer"><div class="default-avatar avatar-variant-9">R</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/rick-a-4519">Rick A</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/autotag-abandoned-conversations-8984" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Autotag abandoned conversations</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/autotag-abandoned-conversations-8984">Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/autotag-abandoned-conversations-8984"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">13</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/autotag-abandoned-conversations-8984?postid=27384#post27384"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/emilygav-17533" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/de944637-a9ff-43b4-8f5e-3b4b5dbfb22b.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/de944637-a9ff-43b4-8f5e-3b4b5dbfb22b.png" style="width: 100%;" title alt="Emilygav" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/autotag-abandoned-conversations-8984?postid=27384#post27384"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-31T15:55:46.000Z">18 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/error-message-when-creating-a-tag-9005"},"id":"6760","publicId":"9005","title":"Error message when creating a tag","content":"<p>Hello Everyone,<\/p><p>I hope someone can help me with this question because I\u2019m feeling a bit stuck.<\/p><p>I\u2019m trying to create a tag\u2014sounds simple, right? 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/alondra-pacheco-de-anzaldua-19565" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b50a81e6-d05b-4b35-841d-b3adc33c0f07.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b50a81e6-d05b-4b35-841d-b3adc33c0f07.png" style="width: 100%;" title alt="Alondra Pacheco de Anzaldua" /></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/alondra-pacheco-de-anzaldua-19565">Alondra Pacheco de Anzaldua</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/error-message-when-creating-a-tag-9005" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Error message when creating a tag</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/error-message-when-creating-a-tag-9005">Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/error-message-when-creating-a-tag-9005"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">40</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/error-message-when-creating-a-tag-9005?postid=27351#post27351"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">4</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/alondra-pacheco-de-anzaldua-19565" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b50a81e6-d05b-4b35-841d-b3adc33c0f07.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b50a81e6-d05b-4b35-841d-b3adc33c0f07.png" style="width: 100%;" title alt="Alondra Pacheco de Anzaldua" /></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/error-message-when-creating-a-tag-9005?postid=27351#post27351"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-29T21:11:09.000Z">20 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/how-can-i-automate-closing-chats-created-by-preview-user-when-testing-workflows-in-preview-mode-8906"},"id":"6716","publicId":"8906","title":"How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?","content":"<p>When we test our workflows in the \u2018preview\u2019 space in the backend, Intercom creates a new chat which goes into our teams inbox. 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class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/lamint-2162" rel="noreferrer"><div class="default-avatar avatar-variant-2">L</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/lamint-2162">LaMint</a></span><span class="user-title text--meta">Active User</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/how-can-i-automate-closing-chats-created-by-preview-user-when-testing-workflows-in-preview-mode-8906" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/how-can-i-automate-closing-chats-created-by-preview-user-when-testing-workflows-in-preview-mode-8906">When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. 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qa-topic-meta-last-user-icon" href="/members/bekdana-19663" rel="noreferrer"><div class="default-avatar avatar-variant-3">B</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/bekdana-19663">Bekdana ✳️</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/workflow-8928" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/workflow-8928">Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/workflow-8928"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">25</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/workflow-8928?postid=27259#post27259"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/shaq-payne-15857" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/7d00c40e-2484-44ee-9368-6abc6aa9a9c3.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/7d00c40e-2484-44ee-9368-6abc6aa9a9c3.png" style="width: 100%;" title alt="Shaq Payne" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/workflow-8928?postid=27259#post27259"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-27T03:17:36.000Z">22 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/jira-for-tickets-integration-help-8231"},"id":"6395","publicId":"8231","title":"Jira for Tickets Integration Help","content":"<p>I\u2019m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the \u201cCreate Jira Issue\u201d action in our workflow\u2026\u00a0The issue I\u2019m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jay-muraszewski-17980" rel="noreferrer"><div class="default-avatar avatar-variant-0">J</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/jay-muraszewski-17980">Jay Muraszewski</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/jira-for-tickets-integration-help-8231" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Jira for Tickets Integration Help</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/jira-for-tickets-integration-help-8231">I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? 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data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/jira-for-tickets-integration-help-8231"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">58</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/jira-for-tickets-integration-help-8231?postid=27247#post27247"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/firdaus-f-19773" rel="noreferrer"><div class="default-avatar avatar-variant-3">F</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/jira-for-tickets-integration-help-8231?postid=27247#post27247"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-25T23:43:26.000Z">23 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876"},"id":"6706","publicId":"8876","title":"Custom automation workflows (Jira for Tickets - Jira issue comment is added)","content":"<p>I want to\u00a0switch from basic automation to custom workflows\u00a0<\/p><p>\u00a0<\/p><p>For 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kdm-18692" rel="noreferrer"><div class="default-avatar avatar-variant-2">K</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/kdm-18692">kDm</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Custom automation workflows (Jira for Tickets - Jira issue comment is added)</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876">I want to switch from basic automation to custom workflows For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">21</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876?postid=27197#post27197"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jacques-reynolds-16374" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" style="width: 100%;" title alt="Jacques Reynolds" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/custom-automation-workflows-jira-for-tickets-jira-issue-comment-is-added-8876?postid=27197#post27197"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-23T14:43:33.000Z">26 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/assign-ticket-attribute-to-a-ticket-in-workflow-8887"},"id":"6710","publicId":"8887","title":"Assign ticket attribute to a ticket in workflow.","content":"<p>I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/wai-man-fung-18038" rel="noreferrer"><div class="default-avatar avatar-variant-8">W</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/wai-man-fung-18038">Wai-man Fung</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/assign-ticket-attribute-to-a-ticket-in-workflow-8887" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Assign ticket attribute to a ticket in workflow.</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/assign-ticket-attribute-to-a-ticket-in-workflow-8887">I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/hotinbundy-19051" rel="noreferrer"><div class="default-avatar avatar-variant-1">H</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/hotinbundy-19051">hotinbundy</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/workflow-assistance-product-versions-and-knowledge-source-query-8791" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow Assistance: Product Versions and Knowledge Source Query</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/workflow-assistance-product-versions-and-knowledge-source-query-8791">I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/workflow-assistance-product-versions-and-knowledge-source-query-8791"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">36</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/workflow-assistance-product-versions-and-knowledge-source-query-8791?postid=27062#post27062"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/muhammad-rashid-puthiyandi-19566" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/workflow-assistance-product-versions-and-knowledge-source-query-8791?postid=27062#post27062"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-17T23:47:19.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/workflow-for-custom-auto-reply-8884"},"id":"6709","publicId":"8884","title":"Workflow for custom auto reply","content":"<p>Hi, I\u2019m trying to set up a workflow for a custom auto reply (I was using the instructions here<\/p><oembed url=\"https:\/\/community.intercom.com\/conversations-9\/is-it-possible-to-send-automated-replies-for-inbound-emails-for-emails-containing-specific-keywords-2488?tid=2488&amp;fid=9\"><\/oembed><p>) but it is not working.<\/p><p>\u00a0<\/p><p>Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/rachel-kennedy-19510" rel="noreferrer"><div class="default-avatar avatar-variant-0">R</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/rachel-kennedy-19510">Rachel Kennedy</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/workflow-for-custom-auto-reply-8884" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow for custom auto reply</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/workflow-for-custom-auto-reply-8884">Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working. I don’t want to interfere with other rules/workflows around what to do with new inbound convos. 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class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/arevik-dumikian-18629" rel="noreferrer"><div class="default-avatar avatar-variant-9">A</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/arevik-dumikian-18629">Arevik Dumikian</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/is-there-an-option-to-automate-forwarding-emails-from-inbox-to-the-external-team-member-email-8581" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Is there an option to automate forwarding emails from inbox to the external team member email?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/is-there-an-option-to-automate-forwarding-emails-from-inbox-to-the-external-team-member-email-8581">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</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/is-there-an-option-to-automate-forwarding-emails-from-inbox-to-the-external-team-member-email-8581"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 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icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">6</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/arevik-dumikian-18629" rel="noreferrer"><div class="default-avatar avatar-variant-9">A</div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/is-there-an-option-to-automate-forwarding-emails-from-inbox-to-the-external-team-member-email-8581?postid=27037#post27037"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-17T16:07:32.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783"},"id":"6686","publicId":"8783","title":"Starting a workflow triggered by when customer opens a new conversation in the Messenger, with a apply rules.","content":"<p>It is currently not an option to start a with any other steps then writing a message.<\/p><p>\u00a0<\/p><p>I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.<\/p><p>This would streamline the hole process of using the chat.<\/p><p>Is 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none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/anton-mabeck-19020" rel="noreferrer"><div class="default-avatar avatar-variant-0">A</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/anton-mabeck-19020">Anton Mabeck</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Starting a workflow triggered by when customer opens a new conversation in the Messenger, with a apply rules.</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783">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: </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">3</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">22</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783?postid=26839#post26839"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/angel-horowitz-15253" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/1908069a-9e54-4aaf-a957-c3af7152387e.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/1908069a-9e54-4aaf-a957-c3af7152387e.png" style="width: 100%;" title alt="Angel Horowitz" /></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/starting-a-workflow-triggered-by-when-customer-opens-a-new-conversation-in-the-messenger-with-a-apply-rules-8783?postid=26839#post26839"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-14T04:07:11.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/using-intercom-with-hubspot-crm-8812"},"id":"6676","publicId":"8812","title":"Using Intercom with HubSpot CRM","content":"<p>How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? 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class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/harryjohn-19115" rel="noreferrer"><div class="default-avatar avatar-variant-5">H</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/harryjohn-19115">harryjohn</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/using-intercom-with-hubspot-crm-8812" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Using Intercom with HubSpot CRM</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/using-intercom-with-hubspot-crm-8812">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!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/using-intercom-with-hubspot-crm-8812"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 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Participant","color":""},"postCount":0}},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/","isGuest":true,"csrfToken":"BxRmcejgt3Uu0hqIyKQGE5p_NSBuUHDGcw9ALYAsifo","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Answered","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-8488"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jack-etherington-12163" rel="noreferrer"><div class="default-avatar avatar-variant-3">J</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/jack-etherington-12163">Jack Etherington</a></span><span class="user-title text--meta">Active User</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Fix Team Office Hours and Inbox Assignment Compatability</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488">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</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">21</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488?postid=26730#post26730"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jacques-reynolds-16374" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" style="width: 100%;" title alt="Jacques Reynolds" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/fix-team-office-hours-and-inbox-assignment-compatability-8488?postid=26730#post26730"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-09T15:06:40.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739"},"id":"6641","publicId":"8739","title":"Auto close customer initiated tickets\/forms when not filled out","content":"<p>Hi, we have this workflow in place:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/d73f51f7-21a9-4b8e-8f6b-69287b8e4c86.png\" \/><\/figure><p>\u00a0<\/p><p>The problem is, when the customer\u00a0choose 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. 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/iampaulaaa-17651" rel="noreferrer"><div class="default-avatar avatar-variant-1">I</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/iampaulaaa-17651">iampaulaaa</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Auto close customer initiated tickets/forms when not filled out</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739">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.</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">29</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.intercom.com/workflows-7/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739?postid=26729#post26729"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jacques-reynolds-16374" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/afb25c53-18f9-40f1-bf90-b841c9cf10af.png" style="width: 100%;" title alt="Jacques Reynolds" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.intercom.com/workflows-7/auto-close-customer-initiated-tickets-forms-when-not-filled-out-8739?postid=26729#post26729"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-09T15:00:01.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.intercom.com\/workflows-7","topicUrl":{"destination":"https:\/\/community.intercom.com\/workflows-7\/customer-satisfaction-ask-customers-to-rate-their-closed-conversation-8704"},"id":"6615","publicId":"8704","title":"Customer Satisfaction - Ask customers to rate their closed conversation","content":"<p>Hello,<\/p><p>I hope you're doing well.<\/p><p>I\u2019m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I\u2019ve run into an issue.<\/p><p>Since we typically close conversations once we provide an appropriate answer, I configured the workflow with \u201cConversation rating requested is false.\u201d<\/p><p>To avoid members receiving a \u201crate the conversation\u201d prompt every time they send us a message, I added branches with conditions for \u201cLast heard from more than\/less than.\u201d However, after making this adjustment, I\u2019m no longer prompted to rate the conversation during testing. 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/tanguy-18838" rel="noreferrer"><div class="default-avatar avatar-variant-8">T</div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/tanguy-18838">Tanguy</a></span><span class="user-title text--meta">New Participant</span></div><a href="https://community.intercom.com/workflows-7" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Workflows</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.intercom.com/workflows-7/customer-satisfaction-ask-customers-to-rate-their-closed-conversation-8704" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Customer Satisfaction - Ask customers to rate their closed conversation</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.intercom.com/workflows-7/customer-satisfaction-ask-customers-to-rate-their-closed-conversation-8704">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!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.intercom.com/workflows-7/customer-satisfaction-ask-customers-to-rate-their-closed-conversation-8704"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width 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