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Kyle TNew Participant

Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action. Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?

1108

8 hours ago

bosbeestConnector

asked in Ask the Intercom Team about Fin

Fin's flawed assumed resolved & pricing design

Hi everyone, I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅 TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly. My situation: I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic. Supporting customers: When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse. When the

32621

10 hours ago

Muhammad NisarConnector

asked in Support Operations

Ownership transfer

My issue : Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions. Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. Looking forward to your response. Intercom Support reply : Hello team! Appreciate your patience here as I was out of office this week so your email should have been routed elsewhere 🙏 But from reviewing our last conversation- I never received confirmation about whether you wanted the 14 day free trial OR if you wanted me to transfer the app ownership to the developer workspace. Please let me know which option you wanted and I can go ahead and get that initiated. Sara B I w

8916

12 hours ago

Ivan JNew Participant

asked in Fin & AI

Different Answer for Different Customers

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this?

112

12 hours ago

johndoe1New Participant

asked in Welcome Party

Melbourne, AU – Intercom Phone Connectivity Feedback?

Hi Intercom Community, New member from Melbourne, Australia, running a small hospitality business. We’re exploring Intercom Phone for customer calls and inbox logging. Any Australian users, especially in Melbourne, using Intercom Phone? How’s the call connectivity, lag, or voice quality on AU networks? We’ve had major lag / buffering with other VoIP providers, so reliability matters. Thanks for sharing! Keen to connect with local users. Cheers

192

13 hours ago

Brian B11Intercom Team

posted in Mobile SDKs

iOS SDK Release 18.2.0

Release Date: 01-11-2024 📱 New Feature Added the ability to upload files to a conversation. 🚀 Enhancements Added new API isUserLoggedIn. This enables developers to determine if a user is currently logged in to Intercom. Added new API fetchLoggedInUserAttributes. This enables developers to retrieve the attributes of the currently logged in user. 🐛 Bug Fixes Fixed some layout issues in the conversation view. Improvements to the photo previewer. Fixes some colour accessibility issues throughout the SDK. Fixes issue where clicking on the CTA in a post would not dismiss it.

1737

18 hours ago

Mike SimmonsNew Participant

asked in Fin AI Agent

How to encourage FIN to source it's answers from a particular help center

My company has three products. Each of them have their own knowledge center. Each customer conversation is tagged based on which app the user originated from. Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system. Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?

22 hours ago

HugoNew Participant

asked in API & Webhooks

Using Intercom's API to calculate common conversation metrics

261

2 days ago

Ulisses TestNew Participant

asked in Messenger

Inbound Phone Calls on Messenger

Hi everyone, Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number? I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access. Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:” Any help? Or am I asking for features that don’t exist?

2 days ago

Justin2727New Participant

asked in Reporting

Chart Drill in Conversations not loading

Over the past few months I have been using a custom report to review conversations containing certain keywords using the chart drill-in feature. Usually the full conversation is shown within the reporting tab as that is easier to click through the conversations quickly. However, the past week or so I have had issues with the conversations not being shown and need to use the ‘View in inbox’ button in order to review the conversation. It is usually less than 1,000/month that get pulled into the report. When I try to refresh the report it populates the first few conversations but then goes back to just showing a blank page (shown below). Is there any way to resolve this so that all conversations are able to be viewed using the drill in feature?

101

2 days ago

bosbeestConnector

asked in Ask the Intercom Team about Fin

Fin's flawed assumed resolved & pricing design

32621

10 hours ago

Muhammad NisarConnector

asked in Support Operations

Ownership transfer

8916

12 hours ago

Ivan JNew Participant

asked in Fin & AI

Different Answer for Different Customers

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this?

112

12 hours ago

johndoe1New Participant

asked in Welcome Party

Melbourne, AU – Intercom Phone Connectivity Feedback?

192

13 hours ago

Mike SimmonsNew Participant

asked in Fin AI Agent

How to encourage FIN to source it's answers from a particular help center

22 hours ago

Ulisses TestNew Participant

asked in Messenger

Inbound Phone Calls on Messenger

2 days ago

Justin2727New Participant

asked in Reporting

Chart Drill in Conversations not loading

101

2 days ago

Clarisse TolosaNew Participant

asked in Conversations

Outbound call adding me as a contact

When I make an outbound call, it adds me as a contact in the client profile. Here are the steps: select a contact in intercom start a new conversation click the plus button in the top left corner to select phone call as the type of comms When I return to the page showing contacts, I then am added as a contact for the business. Client data is synced from Salesforce. So typically if I dial out with a number that we don’t have in SF this is where we’re seeing me being added as a contact.

121

2 days ago

yoongzoo55New Participant

asked in Workspace Data Management

Getting 403 Error

Getting 403 error again and again whenever i am suppose to login in a old account of mine in intercom and if i create a new account then also this 403 error is occured. And my second problem is that i can’t make a new content in https://app.intercom.com/a/apps/we8zvuag/knowledge-hub/all-content whenever i clicke on NEW CONTENT “That data could not be loaded. Please contact customer support.” this is appear and if i contact to your customer support there is no reply back its my urgent work please look up on this.

191

2 days ago

Kristof BergerNew Participant

asked in Workflows

Waiting on external Event/Message/WebHook

Hi all! We are trying to find a way to raise an event from an external application into a FIN workflow, in order for it to continue processing. Explanation: We have an action as part of an app, which can used in workflows to trigger our functionality. This action will call an API on our backend, which will in turn trigger a flow to start a client-component via our own websocket. This works as expected. At some point, this client-component (or our backend) are in a position to say that the job is done. We want to send this information into the ongoing conversation/workflow between the user and FIN, so that the workflow automatically continues. It looks like there is no way of doing this, except for the closed beta FIN Tasks (this is what FIN suggested to me when asking it). Is this true? Is there no way to send external messages in to a process to trigger events? Thanks for any help with this :-) -kristof

2 days ago

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