Relaying bot and workflow responses
A new per-channel setting lets Intercom replies written by an Operator bot or workflow go back out to the social platform.
- Canned greetings and triage routing can now reach the customer
- Off by default
- Independent of the existing Fin AI setting
Intercom replies authored by an Operator bot or a workflow, such as a canned greeting or a triage routing message, were always held back and never reached the customer on the original platform. For teams that lean on Operator for first response, that left the consumer waiting in silence. A new "Relay bot/workflow responses" setting on each channel allows those replies to be relayed out. It is off by default, so nothing changes unless you turn it on.
Important: This new setting sits alongside the existing Fin AI setting, which continues to control AI agent replies separately.
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