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Track your customers in the Intercom platform for better relationships

  • 183 Topics
  • 546 Replies
183 Topics
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Michael J11Connector
asked in Contacts
Can I add multiple email addresses to one contact & manually merge duplicates?

Is there any roadmap for being able to add multiple email addresses to a contact?We integrate with Hubspot and we can merge profiles together in the console along with being able to have multiple email addresses for the same contact. The issue we are facing is that we have someone reach out to us who isn't authenticated and they enter their email address, it's different to the one they authenticate with and it creates a lead profile. Or the send us an email or they reply to an email in a thread from a different email address. It creates them as a lead.We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.Intercom counts them as 4 people towards your contacts and also holds it for 90 days since the last contact which means we end up using more contacts than we really are. It would be handy if you can identify them in the console and hit a merge function, the same way Hu

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Inter C12New Participant
asked in Contacts
How do I update a customer’s email address?

My customer has changed their email address but I can’t seem to update it in my Intercom platform. How do I do this?

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Jeffrey HConnector
asked in Contacts
How to import company's

Hi, I just exported a few companies but there seems no way to reimport the company's, it's only possible to import leads and users. Is there a way to import the the same data?​sadly there are alot of features, that are not available for companies.

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Simon from AccountableNew Participant
asked in Contacts
How can I go above the limit of 120 people events?

We have reached the limit of 120 events.Would be great to increase this limit to 150 or 200 for example. Is that possible from Intercom team?

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John KaczmarowskiNew Participant
asked in Contacts
How are CDAs maintained and updated

I am looking for documentation on how CDA attributes are created and updated as these attributes change, specifically how these are updated when the CDA originates from a 3rd party system (e.g. when customer data is updated in our CRM, how do I synchronize these changes in the Intercom CDA array?)

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Jacques Reynolds
Intercom Team
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Erin BondNew Participant
asked in Contacts
This person has a company email address and cannot be edited

Im getting the error message in the title when i try to change the name of a user.I imported alot of my data from zendesk, and its created a user with the wrong name, but the email is one of our sending and incoming email domains. We own this email, but we cannot change the name in intercom, and its causing alot of confusion how can i edit the name of this email please

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Ryan Parker
Intercom Team
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Michael G14New Participant
asked in Contacts
How do i re-order the listing of attributes for a customer in the "Details" panel?

We can choose which attributes are shown (or hidden) but how can we re-order the list? For example, we might want the first 3 items to be:  phoneconnection countjob title but display a lot more than this below. At the moment we need to scroll to find these higher value fields in a longer list. We'd rather see them at the top.  

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Dark900
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Michael S11New Participant
asked in Contacts
How do I copy all user data from one Intercom workspace to another?

I am merging two intercom platforms into one. How do I ensure all of the data columns of an intercom csv export, is imported into the new Intercom? I exported the full data of a single user onto a CSV file. I IMPORTED the same CSV file after changing the email address as a test.  Most of the data did not import, like "First Seen" etc. The 6 that the imported asked for worked fine (ID, email etc) It is critical that all of the data is imported. How? Thanks!

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TBelevska
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Inter C12New Participant
asked in Contacts
Why do I have duplicate users?

I have duplicates of some users, all with the same email address. How did this happen? How can I fix it?

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wearefinalyticsNew Participant
asked in Contacts
Force Merge Duplicate Contacts

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

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Paul Byrne
Intercom Team
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seema.nagarNew Participant
asked in Contacts
How to convert loginUnidentifiedUser to Registered user in React Native

We are calling loginUnidentifiedUser() when user open the app without user login and if user logged in, then  calling Intercom.loginUserWithUserAttributes({ userId: userId, })but we are getting Error - Error in loginUserWithUserAttributes 

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mateusz.leszkiewicz
Intercom Team
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Innovator ✨
Denis TaranetsActive User
asked in Contacts
How can I build a report about which user tags were applied, by whom and when?

Hello, team. I would like to find a way to monitor specific tags. Which users got tagged, by whom (specific agent, bot, series). As I can see, the information about who and when set the tag is available in intercom, but I cannot find any way to filter this info. I checked the teammate logs (there is no Tag-related activity written there).And of course the standard "People" section. Filter "tag" only work as yes/no attribute. Perhaps anyone got an insight on this? Thank you in advance

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User73Connector
asked in Contacts
If a user is tied to multiple companies, and one of those has an SLA (and the other two do not), and we have an inbox rule to route SLA as high priority, how does Intercom review the companies tied to the one user and ensure they are routed properly?

For example, if a designer is working for three of our customers and therefore is tied to three companies in Intercom, and one of those is an enterprise customer with an SLA, we would want to treat the designer as part of the SLA. How would we ensure the routing works? I can't see a way to create inbox rules stipulating that Intercom needs to review all the companies tied to this person and ensure they route them to our VIP box if one of the three companies is considered VIP. Any help much appreciated!

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User126New Participant
asked in Contacts
Looking to hire an Intercom specialist

Hi I would like to hire an intercom specialist to help me fully maxamise my usage of Intercom. My business is an online therapy platform and I want to help walk my clients through some simple questions to get them to the right therapist.

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User1774New Participant
asked in Contacts
Where can I see my archived users?

Hi guys, do you know where can I see my archive users and can I unarchive them? Thx

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Inter C12New Participant
asked in Contacts
Can I add a note to a company via the API?

Can I add a note to a company via the API?

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Patrick H12
Patrick H12Connector
posted in Contacts
Suggestions on how to handle duplicate users?

Hey everyone, We source users from 3 different apps and differentiate user_id. User IDs follow a letter sequence pattern like XVEOP. Recently we noticed that users in the different apps can have the same user_id, causing an issue with identify verification in Intercom. So we decided to implement a new user_id schema for Intercom where we prefix the user_id with the app region (e.g. us-XVEOP, au-WVMNX, etc). This achieves the result where we truly have unique user_ids in Intercom, however it’s resulted in duplicate users being created for every single user…I’m wondering if anyone has a strategy for the best way to handle deduplicating this while preserving as much of the data as possible. I did come across this community suggestion but I note it’s about 4 years old and I’m wondering if it’s still he best approach. Any ideas on where to start?

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Nur Nahid
Super User ✨
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Webconnex EngineeringNew Participant
asked in Contacts
Can't archive attribute under companies

When I try to archive an attribute, a modal pops up saying, “Checking for dependent segments and messages...” and has a spinner and a Cancel button.  But it never does anything, it stays hung there.

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bernice
Expert User ✨
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curtisConnector
asked in Contacts
forwarded emails as user

Hi all!I would like to have my forwarded emails appear as users and not leads. Is this possible? At the moment all contacts that are created from forward emails appear as leads. Any help in this issue would be greatly appreciated.

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Drew P12New Participant
asked in Contacts
Can I tag (and email) users who visited a certain page in the past?

I’m trying to tag users who visit some of my pages, so I can send them targeted communication and let agents know about it. Is there a way to tag users who have previously visited a page?  I see how I can tag new visitors.  Can I tag past visitors?  The user segmentation filters don’t include page viewed.

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Jacques Reynolds
Intercom Team
Aleksei O
Innovator ✨
Aleksei OInnovator ✨
asked in Contacts
Is it possible to customise data structure/attribution in Intercom?

Hello,This is a question I’ve had for quite some time, but is there anything that can be done to create custom data objects (not attributes) in Intercom that go beyond Contacts and Companies? In our case we’ve been sending the data to People and Companies for quite some time, but the data structure has always been an issue, as we needed to attribute the data to either a person or a company, which means that we cannot cover all customer data as in our business customers can have, for example, multiple licenses with multiple users within the same team 😁 In the perfect world, it would be great to have a flexible CRM-like data structure, where I can just go ahead and create a custom data object that I can attribute to a user. I know that we can use Custom objects withs Custom actions, but I’d much rather like to have the data at hand that I could use for outbound message targeting.  What are your best practices to overcome this challenge?  

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Aleksei O
Innovator ✨
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MMDevNew Participant
asked in Contacts
Same custom attribute on people and companies

In our intercom test environment we have the same custom attribute “x” on both people and companies to allow us to segment our customers/companies. When i try to create the same in our production env i am able to create the attribute in people, but when i try to create it also for companies i get an error “you can not create the atrribute “x” on companies since this already exists in people? 

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Naseem
NaseemNew Participant
asked in Contacts
how to update the name of a visitor on an outbound call?

how to update the name of a visitor on an outbound call?

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Naseem
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Ray ZwankhuizenNew Participant
asked in Contacts
Open Company information in same tab

We have Custom Attributes for users, to link them to their respective companies. When you click the attribute, is there a way to make the company information appear in the same tab, currently it opens a new tab.

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mateusz.leszkiewicz
Intercom Team
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Andrew UnderhillNew Participant
asked in Contacts
Hubspot to Intercom New Companies Error

To start with, Hubspot is telling me to ask Intercom for help, and Intercom tells me they can’t do anything and to ask Hubspot.I am trying to sync new companies created in Hubspot to Intercom. In Hubspot, for some reason I have two integrations (this may be problematic, I don’t know).The “Built by Intercom” Intercom integration won’t let me edit anything.The “Built by Hubspot” integration is editable. When I configure it, it says that thousaands of companies are in sync, a handful are failed, and a handful are excluded (this is expected). In Intercom I have only a few dozen companies in my contacts section (this is unexpected). When I look further, I see specific companies and see that the system thinks they are indeed synced. I look for those specific companies and do not find them. To summarize so far, the Hubspot integration tells me everything looks great, but in Intercom, I don’t see the companies.To make matters more complicated, but to provide another hint at the problem, I have

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mateusz.leszkiewicz
Intercom Team
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