Intercom Community

Context-sensitive help using Intercom help articles

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

3 hours ago

TusFacturasAPPNew Participant

Articles: Allow to exclude page for indexing & remove automatic links

I want to suggest a 2 features to articles: 1. A checkbox that allow us to exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.

282

5 hours ago

Harry GardnerNew Participant

How do you structure Knowledge Base categories when tools span multiple products?

Hey everyone 👋 We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this. We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.However, we also have tools that span all products - for example, an email tool that’s used across multiple product types. My current idea is to move these shared tools into a separate category like “Platform Tools and Features.” The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product. I’m torn between: Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)vs. Referencing it within each product section for context (but risking duplication and confusion - for example, users searching for email help might find multiple references across different categories

422

7 hours ago

RonnieNew Participant

Workflows & Automations

Issue with Automating Ticket Creation from Workflow Bot

Hi there,I need help configuring the ticket system for a workflow I've built.My goal:I have a workflow bot for clients and sellers. I want conversations where users pass through a specific "Seller's questions" path to be automatically converted into tickets with the "Seller" type and a specific tag.What I've already set up: Created a "Seller" ticket type and a corresponding tag. Created a "when a ticket is created" workflow with a condition that triggers for any ticket with the "Seller" tag or ticket type. But...The automation isn't working. Tickets are only created if I manually convert these chats. Could you help me identify what's missing in my setup so it works automatically as intended?

8 hours ago

Damiaan HoutschildNew Participant

Intercom React Native does not compile for Expo during build when combined with other packages.

Since the upgrade to 9.*.* of version for React Native Intercom (https://github.com/intercom/intercom-react-native), we can no longer build and compile our Expo React Native app for iOS.Somehow the Intercom upgrade introduces a failure where C++ files are not correctly mapped during compiling. This is only when combined with other packages (in our case UserCentrics for RN).It is important to highlight that although other third party apps are involved, Intercom’s upgrade breaks the building process. Compiling fails with: 13 | 14 | #ifndef __cplusplus> 15 | #error This file must be compiled as Obj-C++. If you are importing it, you must change your file extension to .mm. | ^ This file must be compiled as Obj-C++. If you are importing it, you must change your file extension to .mm. 16 | #endif 17 | 18 | // Avoid multiple includes of IntercomReactNativeSpec symbolsand 'optional' file not found'tuple' file not found'utility' file not foundI’ve added a minimal reproducible

1093

8 hours ago

Kartikeya VishnoiNew Participant

Relation between conversation_parts.part_type and conversation_parts.status of a conversation

I have discoverd instances in conversation_parts where the conversation_part.status is in a snooze state even if the part_type is a comment type. How is this possible, because according to this article (https://www.intercom.com/help/en/articles/6564538-snooze-a-conversation) “If you send a reply message in a 'snoozed' conversation that's assigned to you, it will not automatically 'unsnooze'/reopen the conversation.”“If someone else sends a reply, adds a note, or updates an attribute in a 'snoozed' conversation assigned to you, it will be automatically 'unsnoozed'/reopened.” So How come a conversation remain in an snoozed state even after there is a comment from either admin or customer?A comment part type is defined as: Standard reply from customer or admin to a conversation (defined at: https://developers.intercom.com/docs/references/1.4/rest-api/conversations/conversation-part-model#conversation-part-types) These are the part-types appearing with snoozed state1 comment2 conver

202

23 hours ago

TusFacturasAPPNew Participant

Inbox

Color of the open conversation bubble in the tab

The bubble you reflects the number of open conversation, instead of showing the not answered from the team and/or the ones that have new messages. Nowadays, if you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

211

Ellen LongleyNew Participant

What metric do you use for a goal for your support team?

Hi all! Support team leaders, I’d love to know -What metric from reporting in Intercom do you use to inform a goal for your team monthly?Number of tickets closed? Number of tickets assigned? Number of replies sent? Or something else? I’m trying to zone in on how many tickets my support team members are handling individually each week. Thanks!

211

Configuring Switch from Messenger to WhatsApp by Brand

Leandro WenzinNew Participant

Messenger

Is it possible to configure the Switch from Messenger to WhatsApp functionality so that, depending on the brand the customer is interacting with, they are offered a different WhatsApp number? Or is this something that might be available in the future?

161

SowjenyaConnector

Context-sensitive help using Intercom help articles

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

3 hours ago

RonnieNew Participant

Workflows & Automations

Issue with Automating Ticket Creation from Workflow Bot

8 hours ago

Kartikeya VishnoiNew Participant

Relation between conversation_parts.part_type and conversation_parts.status of a conversation

202

23 hours ago

TusFacturasAPPNew Participant

Inbox

Color of the open conversation bubble in the tab

211

Danni StjernegårdNew Participant

iOS SDK 19.3.0 when opening article directly

When using `Intercom.presentContent(.article(id: articleId))` with the current version of the iOS SDK (19.3.0), the app presents an empty view for a second or two and then crashes after outputting the following.*** Terminating app due to uncaught exception 'NSInvalidArgumentException', reason: '-[IntercomSDKPrivate.ArticleHostingController setContentDelegate:]: unrecognized selector sent to instance 0x12aeec000'*** First throw call stack:(0x1863e28c8 0x1833597c4 0x18647e838 0x18cfb1484 0x18635f4f8 0x1863673a0 0x10915b2f4 0x18645dd64 0x10913e12c 0x10787c63c 0x1078962d0 0x1078b74c0 0x10788c778 0x10788c6b4 0x186384520 0x186336d14 0x186335c44 0x225726498 0x18bcb0ddc 0x18bc55b0c 0x18bd91860 0x10bad5448 0x10bad53bc 0x10bad7308 0x1833aee28)Exception received: NSInvalidArgumentException - -[IntercomSDKPrivate.ArticleHostingController setContentDelegate:]: unrecognized selector sent to instance 0x12aeec000

301

Jobi JohnNew Participant

Alternative CSAT Rating Options Besides Emojis

I know the default survey uses emojis with hover-over text labels, but it seems like our customers might not be understanding the difference between each rating (see attached image). It’s starting to impact our metrics a bit.I’d really like to keep using Intercom’s native CSAT tool for reporting and widgets, but I’m wondering: Is there any way to customize the default emoji options (e.g., swap them out or show the text labels instead)? Or do we know if there’s already a product request or feature idea out there for that? Also related question, is it possible to tweak how CSAT is calculated in our instance? For example, could we have “OK” responses count as positive? A lot of our users are parents or older family members, and based on some past examples, “OK” seems to represent a satisfied response rather than a neutral or negative one.

331

Why don’t the checklist numbers match between the series and individual reports?

ToolsNew Participant

Outbound

Hi!I have a series with two paths that take users to different checklists depending on their experience level. I wanted to review each checklist’s performance to see if our recent changes improved completion rates.If I check the Series Performance Summary Report (checklists section), I get:Total sent (The total number of checklists that have been sent and displayed to users within this Series.): 61,734 Completion rate (The percentage of checklists sent within this Series where the recipient completed the whole checklist.): 23.5% from previous 55 days (14,528 unique completions)If I check the checklist individually, I get these numbers: Checklist 1: Total sent: 16,021 Completion rate: 4.93% Checklist 2: Total sent: 4,437 Completion rate: 2.84% The amount of checklists sent are very different (from 61k to 20k if I add the individual numbers), and the individual percentages of completion are low and become way higher if considering both.Which data should I rely on to measure the impact

181

Anna AhnNew Participant

Can't close pinned articles from landing page on iOS

On the intercom landing page, we have some pinned articles. If you open the pinned article, and try to tap the "X" button, it will not close the article. However, swiping down will still allow you to close that article. This behavior only occurs on iOS - it does not occur on Android.Some notes:If you go from the landing page and select the "Help" to go to the collection of articles (rather than the pinned article on the landing page), then those articles CAN be closed via the "X" button. This behavior occurred on the latest react native SDK version, 19.1.2 We checked and found we had to regress to 19.0.3 to resolve the problem - however we cannot use this older version, otherwise we will lose the iOS 26 changes.

885

2 days ago

Danni StjernegårdNew Participant

iOS SDK 19.3.1 regression when opening articles

The 19.3.0 release introduced a bug where opening articles could sometimes crash, reported here. That was fixed in 19.3.1, but at the same time or possibly earlier, it seems another issue was introduced and the articles now aren’t loading at all.When calling Intercom.presentContent(.article(id: “123456”)), while the app no longer crashes, I’m instead stuck on a blank screen that can’t be dismissed.The close button on that page also does not do anything. I believe this bug was introduced with version 19.2.0. It has already been reported multiple times, but seemingly with little response, here and here.

210

3 days ago

Osama TahaNew Participant