Skip to main content

Help Center
Academy
Resources
Developer Hub
Partner Hub

Intercom Academy has launched new Fin courses!

2 months ago

Intercom Community

Connecting Customers, Partners, Developers and Intercom Teams together

5,424 Topics
13,626 Replies
15,189 Members

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Product Q&A

Find answers and ask Expert Users for advice

User Tips

See tips from Users and Intercom Team

Product Wishlist

Suggest ideas and share upvotes

Groups

Join a User Group and connect with peers

Events

Explore upcoming user events and trainings

News & Updates

See latest Intercom and Community News

Recent activity
Help others
Categories

Megan WeldNew Participant

We close conversations - then potentially reopen them - I need the CSAT workflow to resume if/when closed again

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

NavikingNew Participant

Tickets get assigned to teams but not team members

I’m having a problem where intercom will automatically assign tickets to a team but not assign them to anyone within the team. This results in the team missing tickets because they aren’t assigned to anyone. I’m wondering if anyone else has encountered a problem like this and if so, how they fixed it. Right now I’m trying to solve this issue by setting an arbitrarily high workspace ticket limit, setting the team ticket type to balanced, and then setting to 0 the ticket limit for team members that should only receive ticket assignments manually. If anyone has any ideas for what to do here, I’d appreciate the help

Zoom SureshNew Participant

Unable to tag a ticket using AttachTagToTicket API

Hey Team,Thanks in advance, I'm attempting to link a tag to the ticket generated through the create ticket API, utilizing the Attach Tag to Ticket API. However, whenever I make an attempt to attach the tag, I receive an error indicating that the tag isn't supported for this ticket type. I've tried attaching the tag across all three categories (Ticket Types: "Customer," "Back-office," "Tracker").Is there something I'm overlooking in my approach, or could there possibly be an issue with the Tag API itself? { "type": "error.list", "request_id": xxxxxxxxxxxxx, "errors": [ { "code": "unsupported", "message": "Tag not supported for this ticket type" } ]}

jpw147New Participant

Visitor chats back in after conversation auto-closes and chat goes to unassigned

Hi thereWe have chats set to auto-close after 15 minutes of the visitor being unresponsive. However, visitors will often chat back in and when they do the chat gets put in the Unassigned queue. This leads to some issues because we have members of other teams accidentally grabbing that chat thinking it is for them. We want to ensure that if the visitor chats back in that it gets re-assigned to the same team it was previously assigned to. Can anyone help with this?

Diana TripacSenior Community Program Manager

Merge conversations & tickets- Beta available 🤩

Update- this beta access has now ended and requests will no longer be accepted. Great News! Merge conversations & tickets feature is now available in beta! 🥳 That’s one of the most requested features in the Intercom Community—and now we are here to help you get access to it! If you’d like to get access to the Merge conversations & tickets beta, submit your details on the link below 👇Request beta access now💡 Note: Please allow a few days to get access to this beta after sending the request. You’ll get an email notification once you’ve been opted in. In the meantime, to learn more about the merging tickets and conversations beta, check out this article. 👉 Join the Beta Group to keep up to date with available betas, get early access, and share product feedback.

MonishActive User

Intercom Customer Support - response time experience?

This is not really a messenger-related question, but I'm really frustrated. What's everyone's experience with the Intercom Customer Support team in terms of responsiveness? I consistently have a really bad one. Most of my tickets take around 24 hours to receive the first response. When I chatted with their Account rep/CSM, I was told that 24 hours is "expected" - which I think is really ridiculous. I would expect something a bit shorter like 4 hours or 8 hours. This basically means that I don't even get timely answers to urgent questions. The Account rep/CSM told me about the "Premium" support option - which also seems VERY expensive and something that I feel like most vendors offers at a way lesser cost. Additionally, if there is a product bug, they refuse to keep the ticket open even if I ask them to since they have no ETA. There doesn't seem to be a way to escalate a product bug as well. What's everyone's experience and how have you

Diana TripacSenior Community Program Manager

New at Intercom

💡 See the latest Product Updates: August Product Updates:✓ Changes to how Custom Data Attributes are created with Intercom 👀✓ Automatically match your Help Desk with your computer theme ✨✓ You can now customize ticket states to help set clearer expectations for customers and improve internal collaboration for teammates. 🤩✓ You can now customize which reports are visible to your teammates in the reporting menu and organize them into folders. 🎯 July Product Updates:✓ You can now choose which Inboxes are shown in the menu by pinning the Inboxes you need, and unpinning the ones you don’t. 📩 ✓ Set up a backup workflow when Fin AI Agent reaches a resolution limit🤩 ✓ You can now control settings for all Intercom features in one place, enabling you to customize your workspace to fit your team’s needs. ⚡️ ✓ We have introduced new Email predicates so that you can better target your email automations. 💪

Francis LagueuNew Participant

Product configuration Issue

Hi, while trying to configure product tour on our test website I am getting this error.I am not sure what is causing this. I am hopping to get some help. This is a NextJs application.

Henrique Munhoz Silva SantosNew Participant

WhatsApp REST API

Hello, i have a question about WhatsApp REST API, do we have how to send a message to my contact via API?

Chris VecinaNew Participant

How do I make a "How did you hear about us?" survey to appear on my website?

As the title says, I’m having issues trying to figure this one out. I wanted to prompt any visitors on my website for the first time and let Intercom pop out the survey questions whenever they do so. I was able to make a survey and even “preview” it on my website but when I set it to live, test it out on an incognito browser or an entirely new browser, it doesn’t come up. I’m not sure if it has something to do with my current audience setting but I really need help on this one. Kindly see the attached screenshots on what I currently have. Thank you!

Megan WeldNew Participant

We close conversations - then potentially reopen them - I need the CSAT workflow to resume if/when closed again

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

NavikingNew Participant

Tickets get assigned to teams but not team members

I’m having a problem where intercom will automatically assign tickets to a team but not assign them to anyone within the team. This results in the team missing tickets because they aren’t assigned to anyone. I’m wondering if anyone else has encountered a problem like this and if so, how they fixed it. Right now I’m trying to solve this issue by setting an arbitrarily high workspace ticket limit, setting the team ticket type to balanced, and then setting to 0 the ticket limit for team members that should only receive ticket assignments manually. If anyone has any ideas for what to do here, I’d appreciate the help

jpw147New Participant

Visitor chats back in after conversation auto-closes and chat goes to unassigned

Hi thereWe have chats set to auto-close after 15 minutes of the visitor being unresponsive. However, visitors will often chat back in and when they do the chat gets put in the Unassigned queue. This leads to some issues because we have members of other teams accidentally grabbing that chat thinking it is for them. We want to ensure that if the visitor chats back in that it gets re-assigned to the same team it was previously assigned to. Can anyone help with this?

Francis LagueuNew Participant

Product configuration Issue

Hi, while trying to configure product tour on our test website I am getting this error.I am not sure what is causing this. I am hopping to get some help. This is a NextJs application.

Henrique Munhoz Silva SantosNew Participant

WhatsApp REST API

Hello, i have a question about WhatsApp REST API, do we have how to send a message to my contact via API?

Chris VecinaNew Participant

How do I make a "How did you hear about us?" survey to appear on my website?

As the title says, I’m having issues trying to figure this one out. I wanted to prompt any visitors on my website for the first time and let Intercom pop out the survey questions whenever they do so. I was able to make a survey and even “preview” it on my website but when I set it to live, test it out on an incognito browser or an entirely new browser, it doesn’t come up. I’m not sure if it has something to do with my current audience setting but I really need help on this one. Kindly see the attached screenshots on what I currently have. Thank you!

darshanhiranandaniNew Participant

Darshan Hiranandani : Have there been any updates regarding the ability to merge tickets?

Hi Team,I am Darshan Hiranandani, have two different tickets that address essentially the same issue, and I would like to merge them into one. I’m wondering if the feature to merge tickets has been developed or if it’s planned for future updates.If anyone has insights or updates on this, I’d appreciate your suggestions or ideas on how to handle this situation in the meantime.Thank you!Best,Darshan Hiranandani

TofuNew Participant

Article Help Center

Article search app in message doesn't show search results

We're experiencing an issue with the Help Center search functionality in our embedded Intercom Messenger. The search works correctly when accessing the Help Center directly or Help tab in the messenger, but it's not returning any results when used within the chat. Please check the attached video.Here are the key details:Setup: Next.js application hosted on Google Cloud Run Using Cloudflare as our CDN Intercom Messenger embedded in our app (react-use-intercom) Article search is prompted in chat with automation Custom domain is mapped to help center Issue: Help Center search returns no results when used in the embedded Messenger The same search works fine when accessing the Help Center directly Troubleshooting steps taken: Verified Intercom integration settings Checked Cloudflare configuration for query string and cookie forwarding Reviewed Google Cloud Run settings Inspected network requests in browser dev tools Disabled custom domain for help center Switched help center in

danjorqueraNew Participant

Can you change the Data Hosting Region Configuration at runtime (mobile SDK)?

Is it possible to change the Data Hosting Region Configuration at runtime? We’re using native Android and iOS apps. The documentation says we need to set the region in the AndroidManifest or the plist (iOS). But we have US and AU customers. Attempting to just change the app ID and API key grabs most of the helpful stuff (I can see the icon color changing for example...) but when opened, the Intercom app just says “Something’s gone wrong.”Are mobile apps able to support multiple regions with Intercom?

darshanhiranandaniNew Participant

Darshan Hiranandani : Is there a way to extract the conversation ID in a workflow environment?

Hi Team,I’m working on a project where we need to automatically add a note whenever a customer starts a conversation. The note should include a URL that is based on the conversation ID. For example, if a customer starts conversation 1234, the note should contain a link like example.com/whatever/1234.Currently, it seems that the workflow's “Add a Note” action does not support directly referencing the conversation ID using {{conversation.id}}.Here’s what I’m considering:Custom Action: Creating a custom action that POSTs the conversation ID to an API endpoint, which then responds with the ID. We could store this ID as a custom attribute and use it in the note. Alternative Methods: Exploring other possible solutions to include the conversation ID directly in the note without complex workarounds.Could you provide suggestions on:How to best implement this functionality within the current workflow capabilities? If there’s a simpler or more efficient method to reference the conversation ID in

News & Updates

-

News & Updates

1 topic
1 Reply

Product Area

Messages & Series

668 topics
1614 Replies

Conversations

526 topics
1485 Replies

Article Help Center

373 topics
1096 Replies

Workflows

387 topics
827 Replies

Surveys

58 topics
117 Replies

Product Tours

241 topics
634 Replies

Messenger

411 topics
1120 Replies

Contacts & Companies

174 topics
511 Replies

Fin AI Agent

45 topics
94 Replies

Tickets

27 topics
49 Replies

Fin AI Copilot

0 topics
0 Replies

Popular Topics

-

Settings, Security & Permissions

108 topics
197 Replies

Apps & Integrations

472 topics
1252 Replies

Workspace Data Management

13 topics
16 Replies

Reporting

162 topics
313 Replies

API & Webhooks

466 topics
1060 Replies

Intercom Mobile App

30 topics
62 Replies

Mobile SDKs

367 topics
1223 Replies

Customer FAQ

80 topics
127 Replies

Intercom Community

106 topics
194 Replies

Third-Party Apps & Plugins

10 topics
18 Replies

Post-Event Q&A

10 topics
11 Replies

Tips from the Intercom Team

Getting started with Intercom

12 topics
2 Replies

Tips for Developers

7 topics
6 Replies

Intercom for Human Support

8 topics
1 Reply

Intercom for Automated Support

8 topics
10 Replies

Tips from Expert Users

Getting started with Intercom

1 topic
0 Replies

Use Intercom like a PRO

2 topics
2 Replies

Apps & Integrations

1 topic
1 Reply

Welcome

New Members

3 topics
6 Replies

Expers Users

0 topics
0 Replies

Ask your question

Community Spotlight

"I've definitely been an active lurker of the Intercom Community, and have used the resources in getting our technical Intercom implementation up and running."

Anish Anne
Chief Technology Officer,
DeAP Learning

Events calendar

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Employee Leaderboard

Meet the Community Experts

Kevin Bendixen

Community Expert

Milan Markov

Intercom Certified Partner

Nathan Sudds

Community Expert

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group

Join the Intercom Community

Join an exclusive network of 14,000+ global peers and unlock your
FREE membership benefits



	Company	Community	Get involved	Resources	Support

	About	Getting started	User Groups	User tips	Forum Support

	Customers	Community Guidelines	Idea Exchange	Academy	Help Center

	Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

	Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Powered by Gainsight

Terms & Conditions Cookie settings

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK