I am looking for information on how to initiate a timer if a customer is looking for something on our platform and can't find it. I.E. We release a new feature and the customer can't locate that. We created a help article, but they haven't clicked on Intercomm to find that yet. Ideally intercomm would understand they are looking for something and prompt a "Do you need help?" message. Is that available?
Best answer by Titho
View originalHi 👋
While we don't have a feature that is designed to work exactly in the way you've described above, you can absolutely create an Outbound chat message or Custom Bot that fires after a user has been on a page for a certain amount of time. Many customers utilize our Outbound Messages chat feature to notify customers of big releases and other announcements. You can even create a post, rather than chat, so it appears larger and really gets attention! Here's an article that provides greater detail and will get you started: https://www.intercom.com/help/en/articles/3458713-outbound-home-of-messages-product-tours-custom-bots-mobile-carousels./p>
To note: you can include your article in this outbound convo for greater clarity by selecting to add an app and including the article inserter. 😀
+3
As @beth called out, the proactive engagement would help - if you do not want to pop up a message, you can also
One other thing that we like is to push messages and allow all responses to link to a resolution bot that has answers linked to the new feature - you can then also have a type of FAQ via the bot flow.
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