Available CRM actions for advanced AI agents and Intercom

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AI agents - Advanced

CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.

This article contains the following topics:

• Available CRM actions for Intercom
• Creating a CRM action

Related articles:

• About actions for advanced AI agents
• Creating and adding actions for advanced AI agents
• Reviewing and managing actions for advanced AI agents

Available CRM actions for Intercom

AI agents - Advanced supports the following CRM actions in Intercom:

• Add tag
• Add/edit custom attributes
• Get user info
• Update user info

Add tag

Adding a tag enables updating the tag field within the Intercom ticket. This could be used when a conversation is escalated to an agent. You can use tags to select the related value in an Intercom drop-down field. The dropdown fetches all the existing tags on the Intercom account. 

In case you would like to create a tag, you can do this with the Create Intercom tab option. This is a free text field, so you can type the name of the tag you would like to be applied and all tags will be added to the list of existing tags.

Add/edit custom attributes

This action allows the clients to add and/or update custom attributes on the Intercom conversation.  This is done by defining the field to be updated and what the input (value) should be.

Note: Based on the field type the input will be different. Current intercom types are date-number-text-boolean.

Multiple fields can be updated by using the set another field button.

Get user info

This action allows the client to fetch any field values on the user object within Intercom to be used within AI agents - Advanced. You can save the value under the name of your choice as seen below:

Multiple fields can be set by using the 'Add another field' button. 

Update user info

This action allows the client to update any fields on the user object from AI agents - Advanced to Intercom. These values can be set on the AI agent level or the dialogue level. 

An example of this can be seen below:

Multiple fields can be set by using the 'Update another field' button.

Creating a CRM action

CRM actions can be created at the AI agent, intent, or block level. For details, see Creating and adding actions for advanced AI agents.