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How to use Custom Actions in the Inbox
How to use Custom Actions in the Inbox

Learn how to use Custom Actions in the Inbox through Workflows, Macros, CMD+K

Natalia Alvarez avatar
Written by Natalia Alvarez
Updated over a week ago

Custom Actions allow you to build no-code integrations to get live data and take actions in your external systems. Store this response data in Intercom and use it to power Inbox automations via Workflows and Macros and set Custom Attributes on:

  • Standard Objects - User and Conversation.

  • Custom Objects - Your custom data types.

Using Custom Actions in the Inbox allows you to update data in Intercom and send data to external tools directly from your Inbox.

To use Custom Actions in the Inbox, you must have already set up a live Custom Action. If you haven't done so, refer to our guide on Setting up a Custom Action.


Using Custom Actions in Workflows

  1. Navigate to the Workflows section by clicking on Automation > Workflows.

  2. Click New workflow or edit an existing Workflow.

  3. Use the + icon to open the Add action section, then select Custom actions (using API).

  4. Choose the desired Custom Action from the list of available actions.

  5. Complete the Workflow path with any other actions you'd like to take.

  6. Set live the new Workflow.

Example use case

You can use a Custom Action to create a new Jira issue whenever a Conversation meets certain criteria.

For example, you can set up a Workflow that triggers a Custom Action to create a new Jira issue whenever a Conversation is tagged with "Feature Request". The Custom Action can automatically populate the issue with the conversation details and assign it to a specific Jira project.


Using Custom Actions in Macros

An image showing a Custom Action being selected in an Inbox Macro.
  1. Navigate to the Macros section by clicking on Settings → Your Workspace Data → Macros (Saved replies).

  2. Click New macro or edit an existing macro.

  3. In the Macro configuration, click Add an action and select Custom Actions (using API) from the dropdown menu.

  4. Choose the desired Custom Action from the list of available actions.

  5. Complete the Macro configuration by defining conditions and other settings.

  6. Save the Macro.

Example use case

You can use a Custom Action to create a task in a project management tool, such as Asana, Trello or Jira, based on the content of the conversation or the customer's email domain. Then, you can include this Custom Action in a Macro to easily create tasks and keep track of important action items.


Using Custom Actions with CMD+K

An image showing a Custom Action being triggered from the Inbox with CMD+K.
  1. In the Inbox, select a Conversation where you want to apply a Custom Action.

  2. Press CMD+K (Mac) or CTRL+K (Windows) to open the command menu.

  3. Select Trigger custom action, type the name of the Custom Action you want to use and select it from the list.

  4. The Custom Action will be executed, and any resulting data or updates will be applied.

Example use case

You can set up a Custom Action to create a calendar event in Google Calendar directly from the Intercom conversation using CMD+K. With a high volume of Conversations, this can be helpful for scheduling meetings with customers and keeping track of important dates.


Using Custom Actions in the Conversation Part actions

An image showing a Custom Action being triggered from a Conversation Part three-dot menu icon.
  1. In the Inbox, open a Conversation and locate the specific Message for which you want to trigger a Custom Action.

  2. Hover over the message and click on the three-dot menu icon that appears.

  3. Select Trigger custom action from the list of available actions, type the name of the Custom Action you want to use and select it from the list.

  4. The Custom Action will be executed, and any resulting data or updates will be applied.

Example use case

You can set up a Custom Action that updates a Salesforce record based on the content of a specific Conversation Part (message). This can help keep customer information current and ensure important details are captured in your Customer Relationship Management tool.

Custom Attributes updated by a Custom Action using Macros and CMD+K might not be reflected in the Inbox until refreshed.

Custom Actions in the Inbox can greatly enhance your team's productivity and improve your customer support process. By integrating with external tools and simplifying workflows, Custom Actions help your team to deliver a seamless and efficient support experience.


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