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sam_buddery
sam_buddery
Gainsight Employee ⭐️⭐️
May 16, 2019
Development

KC Bot integrate with Intercom Chat

Related products:PX Integrations
  • May 16, 2019
  • 14 replies
  • 234 views

Lots of apps use Intercom for user > business chat and do not want the KC bot icon to double up next to it. It would be great to be able to enable Intercom chat within the KC Bot. 

    14 replies

    sam_buddery
    sam_budderyAuthor
    Gainsight Employee ⭐️⭐️
    May 16, 2019
    As well as reaching out to the customer through an email, would be great to have the opportunity to initiate a 2 way chat between the CSM and the user of the tool. Similar to Intercom.

    The chat would be initiated within the clients product that they are using and would be possible for them to open up a dialog with their CSM from within the tool.

    Could use https://smooch.io/ SDK instead of building from scratch

    sai_ram
    sai_ram
    Expert ⭐️⭐️
    May 28, 2019
    Hi Sam,

    Could you please add your use-case to understand better.

    Thanks for posting!

    sam_buddery
    sam_budderyAuthor
    Gainsight Employee ⭐️⭐️
    May 28, 2019
    When a user is active within the product, have the opportunity to start a conversation with your CSM. Similar to live chat on a website for sales purposes but instead a conversation between customer and CSM. We have heard that other CS Platforms are offering this.

      sai_ram
      sai_ram
      Expert ⭐️⭐️
      July 4, 2019
      @sam_buddery Thanks for sharing this! IThis is not in our current road-map. Will share this with our product team for more visibility.

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      July 8, 2019
      Hi Sam, which other products are offering this? It feels very much like a support use case vs. a CSM use case though.

      VP of Customer Success at Forcepoint
      sam_buddery
      sam_budderyAuthor
      Gainsight Employee ⭐️⭐️
      January 27, 2021

      Hi @dan_ahrens this came up today with a competitor offering live chat via integration with Intercom. Do we have plans to bring this to the PX KC Bot? https://support.pendo.io/hc/en-us/articles/360032209531-Live-Chat-Integration

        angelo
        angelo
        Helper ⭐️⭐️
        January 27, 2021

        Thanks, Sam! Yes, Live Chat integrations w/PX KC Bot is in the PX Roadmap (likely 2H-2021).

        NOTE: The 2x/year PX Roadmap webinar is tomorrow, register here.

          dan_ahrens
          dan_ahrens
          Expert ⭐️⭐️⭐️
          January 28, 2021

          @angelo @Chandu - it would be great to get your thoughts on potentially bringing this into the Knowledge Center bot. 

          VP of Customer Success at Forcepoint
            skalle
            Gainsight Employee ⭐️
            skalle
            Gainsight Employee ⭐️
            January 28, 2021

            @dan_ahrens  @sam_buddery  Yes, Live Chat integrations w/PX KC Bot is in the PX Roadmap (likely 2H-2021). This is in the roadmap webinar we are doing today.

              Gainsight Employee ⭐️
              Chandu
              Gainsight Employee ⭐️
              January 28, 2021

              Hi @sam_buddery 
              Thank you for bring this up. Live chat integration with Intercom is on our PX 2021 roadmap (H2).
              Please do upvote a similar request:


              Please feel free to join our PX 2021 Roadmap half-yearly webinar today. Register here.

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