SAP CAI Fallback Channel Connection to Intercom

[former_member744985]

Hi Team,

We have followed the steps mentioned in sap CAI while trying to create a new fallback channel with intercom. it showed the connection as success but we are unable to see the message in intercom when sent from CAI. Also there is no proper documentation on the connection with Intercom, Any help in providing the documentation or solving the message connectivity issue is appreciated.

Thanks and Regards

Sri Surya Voleti

Attached Screenshots

screenshot-2021-06-10-at-25606-pm.png screenshot-2021-06-10-at-25533-pm.png

[former_member104848 · Accepted solution]

Hello Surya,

Could you confirm the following :

• You have copied the correct Access Token required for CAI to call Intercom, from Configure > Authentication of your Intercom app.
• Copied the webhook URL generated by CAI into Configure > Webhooks -> Your request endpoint URL in your Intercom App.
• Under Webhook topics, subscribe to the topics conversation.admin.replied and conversation.admin.closed.
• Enabled the fallback channel using the checkbox for your configuration in CAI. (see below)

  

• Sending a Test Request to the webhook works as expected from Configure > Webhooks of your intercom app.

[former_member104848]

Hello Surya,

Fallback is not triggered when you Test using 'Chat Preview'. Can you use one of the channels (maybe Web Chat / Web Client) as they are quick to set up for your test? Let us know if that worked for you.

[former_member744985]

Hi Radhika,

Thanks for the reply,

We have tried by deploying it into Web Client, But the message is not showing up in Intercom.It shows the bot typing animation for few seconds but there is no response after that, also the inbox in Intercom is empty.

Added Intercom Screenshot.

Regards

Sri Surya Voleti.