Built For You - New in Intercom

Discover and learn about the latest Intercom features, improvements and more.

bots
September 18, 2019

Ensure every new conversation is triaged first with inbound Custom Bots ⏩🤖

You can now decide whether all visitors and users must go through triage before they can initiate a new conversation. This lets you collect helpful info for every conversation and route it to the right team or teammate.

For example, you can have users select between wanting to get in touch with support, sales, report a bug, or request a feature before they're able to compose and send their message. After their initial interaction with the Custom Bot, the message composer will re-appear. Here's how to enable this feature:

To learn more about triggering Custom Bots when visitors or users start a new conversation, check out this doc.

Yuriy Oparenko
Designer
Jamie Davies
Engineer

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