Operator - our bot that automates simple tasks - only gets involved in conversations at the right time, when it knows it can help. We’ve designed it to be helpful, tactful, and transparent.
There are some task bots you can turn on or off, and some that are always on. To see everything Operator does in Intercom, just visit your Operator settings.
Can I control when Operator triggers?
You can set Operator to have a two-minute delay before triggering inside office hours.
Here's how the delay during office hours works:
- When turned on, Operator will only trigger if a teammate hasn't replied in two minutes.
- When turned off, Operator will trigger immediately.
- When outside of office hours, Operator will always trigger immediately with either setting.
Pro tip: If your team has a reply time of under two minutes, you should turn the delay on so they can reply first.
Can I turn task bots on / off?
You can also turn task bots on or off in your Operator settings:
You can turn these skills on/off:
- Conversation routing (requires Inbox)
- Smart suggestions (requires Articles)
- Conversation ratings (requires Inbox Pro)
Note: Only admins with full permission to manage billing and app settings can turn Operator skills on/off.
These skills stay on by default:
You can’t turn any of these skills off because they’re integral to your customers’ experience:
- Team availability (works with the Intercom Platform)
- Qualify leads ('Capture email' works with the Intercom Platform, 'Qualify' requires Inbox)
- Smart inbox suggestions (requires Articles and Inbox Essential)
- Article feedback (requires Articles)
- GitHub updates (requires Inbox. You can turn this off by uninstalling the GitHub app.)
Can I customize what Operator says?
No, we’ve built Operator to be tactful and helpful. We don’t want to mislead customers into thinking they’re talking to an actual human. You can only control whether or not Operator says something, not what it says.
Can I control when Operator triggers a message?
No, Operator only gets involved when it’s confident it can help. You can’t control when a message is triggered. Operator doesn't behave like a typical 'chatbot', because it's designed to complement human conversations. For example, it won’t interrupt two people talking or keep asking questions to users who don’t engage.
Learn about what messages Operator sends to users and leads.