How to build visual conversation paths on Intercom
Quick Answer
Visual conversation paths in Intercom are built using the Resolution Bot feature, which allows you to create branching conversation flows with predefined responses and actions. You can design these paths through Intercom's visual flow builder to guide customers through common inquiries and automate responses.
Prerequisites
- Active Intercom account with messaging enabled
- Admin or teammate permissions
- Basic understanding of customer support workflows
- Defined conversation goals and user scenarios
Step-by-Step Instructions
1
Access Resolution Bot Builder
Log into your Intercom dashboard and navigate to Settings in the bottom left corner. Click on Resolution Bot under the Automation section. If you don't see this option, ensure your plan includes bot functionality. Click Create new bot or select an existing bot to edit.
Start with a simple path before creating complex branching scenarios to better understand the interface.
2
Configure Bot Trigger Conditions
In the bot builder, set up when your conversation path should activate by clicking Add trigger. Choose from options like Conversation starts, Specific keywords, or User attributes. Configure targeting rules by selecting Target specific users and set parameters such as location, language, or custom data attributes to ensure the right users see your conversation path.
Use keyword triggers for specific topics to reduce irrelevant bot interactions.
3
Create the Initial Message Node
Click the + button to add your first message node. In the message editor, write a clear opening message that explains what the bot can help with. Add response options by clicking Add button and create 2-4 choice buttons with descriptive labels like "Technical Support", "Billing Questions", or "General Inquiry". Each button will create a new conversation branch.
Keep initial options broad and limit to 4 choices maximum to avoid overwhelming users.
4
Build Conversation Branches
Click on each button path to create follow-up nodes. For each branch, add new Message nodes by clicking the + icon and selecting message type. Create nested questions using Collect user input nodes for gathering specific information like email addresses or order numbers. Use Conditions to route conversations based on user responses or attributes.
Map out your conversation flow on paper first to visualize all possible paths before building.
5
Add Actions and Integrations
Enhance your paths by adding Action nodes between messages. Click + and select Action to choose from options like Add tag, Assign to team, Create ticket, or Send to human. Configure integrations by selecting Webhook or API call to connect with external systems. Set up conditional routing using Branch on attribute for personalized experiences.
Use tags strategically to categorize conversations and track bot performance analytics.
6
Design Resolution Endpoints
Create clear ending points for each conversation path. Add Article suggestion nodes by selecting relevant help center articles that address the user's query. Include Contact form nodes for cases requiring human intervention. Add a final Satisfaction survey using the Ask for rating node to collect feedback on the bot interaction.
Always provide an easy way for users to reach a human agent if the bot doesn't solve their issue.
7
Test and Preview Your Flow
Use the Preview button in the top right to test your conversation paths. Navigate through each branch to ensure smooth transitions and proper logic flow. Check that all buttons work correctly and conditional routing functions as expected. Use the Test with real data option to simulate actual user scenarios with different attributes and inputs.
Test all possible conversation paths, including edge cases where users might give unexpected responses.
8
Publish and Monitor Performance
Once testing is complete, click Publish to make your conversation paths live. Monitor performance through the Reports section under Resolution Bot analytics. Track metrics like completion rates, user satisfaction scores, and handoff rates to human agents. Use Conversation exports to analyze user interactions and identify areas for improvement.
Review bot performance weekly and iterate based on user feedback and completion rate data.
Common Issues & Troubleshooting
Bot triggers aren't activating for expected users
Check your targeting conditions in the trigger settings. Ensure user attributes match your criteria and verify that the bot is published and active. Test with Preview mode to debug trigger logic.
Users get stuck in conversation loops
Review your conditional logic and ensure all paths have proper endpoints. Add fallback responses for unexpected inputs and include Transfer to human options in each major branch.
Conversation paths appear broken or buttons don't work
Clear your browser cache and refresh the bot builder. Check that all message nodes are properly connected by reviewing the visual flow. Ensure no nodes are left incomplete or missing required content.
Bot analytics show high abandonment rates
Simplify your conversation paths by reducing the number of steps. Make questions more specific and add progress indicators. Include Skip options for optional information gathering steps.
Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Intercom website before purchasing.