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Adding an Intercom Bot

Kore.ai provides integration for a built-in Intercom Bot that you can use to display message notifications and execute tasks directly from your messaging channel such as Kore.ai Messenger. To use the Intercom Bot, you just need to add the Bot to your channel and then configure the settings for the Bot, such as authentication to access Intercom and the notification messages that you want. For more information about other Kore.ai Bots, see Adding Bots

About the Kore.ai Bot for Intercom

DIYIntercimLogoIntercom is a platform for web and mobile businesses to see who is using their product, and how they’re using it, engage users with targeted email and in-app messages, ask for feedback based on user-behavior, and provide better and faster customer support. You can use this Bot to create notes, tags, and manage users and alerts when there are new conversations, messages, or replies.

Integration Type Webhook – Connect to this Bot using a webhook integration where the web application pushes message notifications in near real time.

Web Service – Connect to this Bot using a web service integration where Kore.ai polls the service for updates based on a specified interval.

Category Communication – This Bot is available in the Bot Store in the Communication category.
Channels Kore.ai – This Bot is available in the Kore.ai Messenger application.
Spark – This Bot is available in the Cisco Spark messaging application.
Slack – This Bot is available in the Slack messaging application.
Skype – This Bot is available in the Skype messaging application.

Configuring Intercom

The Intercom Bot supports webhook and web service tasks. Webhook tasks provide near real-time notification messages as events occur in Intercom, while web service tasks are manually activated or explicitly scheduled end-user tasks.

Configuring Webhook Tasks

To configure a webhook, you must have a Intercom account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact the Intercom system administrator for your company. For more information, see the Configuring Intercom in the Intercom documentation.

To get started configuring the webhook in Intercom, you’ll need two things:

  1. The Kore.ai webhook URL provided when you set up an alert in your messaging channel for each alert that you want to enable in Intercom.
  2. A valid Username and Password for an account with Intercom API access.

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Intercom webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Intercom. The following URL is an example webhook URL.

https://company.kore.com/hooks/c6089802f36250c179dcb1aa29afd24c

This procedure describes the steps in Intercom to configure a webhook using a Kore.ai webhook URL endpoint.

  1. Log on to Intercom, and then click the User menu, click the Settings  icon. The Settings page is displayed.
  2. Select App Settings on the top menu bar. The App Settings General page is displayed.
  3. On the left navigation menu, click Developer Tools A new tab is opened and the Access Token page for the Authorization section is displayed.
  4. On the left navigation menu, click Webhooks. The Webhooks page is displayed.
  5. Click Create webhook.
  6. On the Create webhook page, in the Webhook URL field, enter the Kore.ai webhook URL for the task.
  7. In the Which Notifications do you Want to Receive? section, select one or more events for task messages sent to your messaging channel.
  8. Click Create webhook to save, and then display the new webhook on the Webhooks page.

For more information, see Webhooks in the Intercom documentation.

To setup real-time notifications in your messaging channel using an Intercom webhook, for example, in the Kore.ai Messenger channel, click the New Task icon, click Get notified when…, click Website Update, and then in the Setup Task dialog:

  • click the Activate button to generate a Webhook URL.
  • copy and save the URL, or click Email Instructions to send the URL to an email account. For more information, see Configuring Intercom Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then click Finish.

Configuring Web Service Tasks

To configure web service tasks, you need to add the Intercom Bot from the Kore.ai Bot Store in your messaging channel, and then setup the task. After you add a web service task and are connected, you can perform tasks for Intercom and setup message notifications to get notified in your messaging channel when an event occurs in Intercom.

To setup an Intercom task in the Kore.ai Messenger channel, click the New Task icon, and then click one of the Intercom web services described in the following table.

TASK TO CONFIGURE THIS TASK…
Create Note In the Perform Task dialog,

  • select a User
  • enter your note in the Body field
  • and then click Submit.

In a team room, you can enter the @intercom newnote Bot command to invoke and configure this task.

Create Tag In the Perform Task dialog,

  • enter a Name of the user to tag
  • and then click Submit.

In a team room, you can enter the @intercom newtag Bot command to invoke and configure this task.

Create User In the Perform Task dialog,

  • enter a Name of the user
  • enter an email address in the Email field
  • optionally enter a User ID
  • and then click Submit.

In a team room, you can enter the @intercom create Bot command to invoke and configure this task.

Delete User In the Perform Task dialog,

  • select a User to delete
  • and then click Submit.

In a team room, you can enter the @intercom delete Bot command to invoke and configure this task.

Tag User In the Perform Task dialog,

  • select a Tag
  • select a User
  • and then click Submit.

In a team room, you can enter the @intercom tag Bot command to invoke and configure this task.

Update User  In the Perform Task dialog,

  • select a User
  • enter an email address in the Email field
  • optionally enter a User ID
  • and then click Submit.

In a team room, you can enter the @intercom update Bot command to invoke and configure this task.

Next Steps

After the task is configured, when any of the webhook events occur in Intercom or the scheduled tasks run, a message is displayed in your preferred messaging channel.

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