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Contacts & Companies

Track your customers in the Intercom platform for better relationships

  • 178 Topics
  • 519 Replies
178 Topics
Patrick H12
Patrick H12New Participant
posted in Contacts & Companies
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?

382
Nur Nahid
Innovator ✨
8 days ago
W
Webconnex EngineeringNew Participant
asked in Contacts & Companies
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.

101
bernice
Intercom Team
24 days ago
C
curtisConnector
asked in Contacts & Companies
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.

102
C
1 month ago
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Drew P12New Participant
asked in Contacts & Companies
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.

91
Jacques Reynolds
Intercom Team
1 month ago
I
Inter C12New Participant
asked in Contacts & Companies
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?

209131
J
1 month ago
Aleksei O
Aleksei OActive User
asked in Contacts & Companies
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?  

1105
Aleksei O
1 month ago
M
MMDevNew Participant
asked in Contacts & Companies
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? 

1704
เฉลิม คำพิทูรย์
2 months ago
Naseem
NaseemNew Participant
asked in Contacts & Companies
how to update the name of a visitor on an outbound call?

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

132
Naseem
2 months ago
M
Michael J11Connector
asked in Contacts & Companies
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

59830
A
3 months ago
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Ray ZwankhuizenNew Participant
asked in Contacts & Companies
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.

191
mateusz.leszkiewicz
Intercom Team
3 months ago
A
Andrew UnderhillNew Participant
asked in Contacts & Companies
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

231
mateusz.leszkiewicz
Intercom Team
4 months ago
B
Ben HizakActive User
asked in Contacts & Companies
Can not sort companies

How can I sort companies alphabetically by name? I want to identify duplicate companies, but I can’t sort them by name.  

442
B
4 months ago
L
LuciaNew Participant
asked in Contacts & Companies
'User notes' and 'Lead notes' features being too basic

Hi! Is there anyone else that finds the ‘User Notes’ or ‘Lead Notes’ too plain? We would love to leverage this feature, but it lacks any formatting options, hypertext links, etc. We don't use any CRM outside of Intercom and consider this feature very limited.Would you find it useful if the feature was more advanced? 

1292
Justin M12
4 months ago
Justin M12
Justin M12Connector
posted in Contacts & Companies
Formatting User/Lead Notes using HTML & Markdown language

Did you know you can add formatting to User/Lead notes using HTML and Markdown language? Its really useful when you want certain notes to standout.Check out the images below to see what it looks like. I’ve also included the formatting in a code block so you can try it out yourself.  The below has HTML and Markdown elements in it.Headings<h1>Heading level 1</h1> <h2>Heading level 2</h2> <h3>Heading level 3</h3> <h4>Heading level 4</h4><h5>Heading level 5</h5><h6>Heading level 6</h6>TextI just love <strong>bold text</strong>.Italicized text is the <em>cat's meow</em>.This text is <em><strong>really important</strong></em>.Lines can be done 3 ways---___***Blockquotes> This is a blockquote---> This is a blockquote>>> This is nested a blockquote***> #### The blockquote has a heading>> - bullet point 1> - bullet point 2>> *With* more format

1411
Justin M12
4 months ago
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Ben HizakActive User
asked in Contacts & Companies
Filter behavior surprising

Hi,I am looking for all users who are not affiliated with companies.The filter behavior is unclear.I filter for company is unknown but I am getting users with or without a company. See picture below  One more image: 

291
bernice
Intercom Team
5 months ago
K
Kobi BNew Participant
asked in Contacts & Companies
Can I assign an owner to companies?

How can I assign owner to a company? We are a B2B business and our reps are each assigned to a group of companies. We can assign owner to contacts but those change often and we need to segment companies by their account owners. Thanks,

823
bernice
Intercom Team
5 months ago
V
vyenNew Participant
asked in Contacts & Companies
External Links on Contact Page

How can I dynamically insert an external link in the user ID field on the contact page, so that clicking on it directs to another website? 

431
mateusz.leszkiewicz
Intercom Team
5 months ago
M
MellNew Participant
asked in Contacts & Companies
Updating company attribute with Zapier

Hello brains trust! I am trying to find an easy solution to take a property from Hubspot and put it into a Company Custom Attribute in intercom.I’m using Zapier and everything is going well until I get to the “Company” in the action.My flow is this:Trigger: Property update hubspot.Only continue if: property matches what I want.Find company in Intercom.Action: Update company in intercom - for “Company (Required)”, I point it to the “Company Id” from my find.Then I get an error: Failed to create a company in IntercomThe app returned "missing 'company_id' parameter". This exact workflow works if I were to tag a company, so the ID definitely matches up.I’m at a loss - is this just not possible, or am I doing something wrong? Halp! Thank you!!

1363
J
5 months ago
C
Cassandra D12New Participant
asked in Contacts & Companies
How do I change users to companies?

We have the Salesforce app, and all our clients have accounts in Salesforce, but you can only sync data to salesforce accounts via companies. All our contacts in intercom are either leads or users. So how do convert users to companies in order to sync data?

461
J
Employee
5 months ago
J
João Paulo FiorezeNew Participant
asked in Contacts & Companies
Is it possible to add multiple addresses to the same User ID?

I’m working on the data of my company via intercom and some of my clients with the same User ID have more than one subscription plan, with different addresses. Is it possible to save multiple contacts with the same User ID? Do i need to provide one User ID for each subscription plan?

641
Nathan Sudds
Expert User ✨
5 months ago
A
Andy PNew Participant
asked in Contacts & Companies
Using a form submission to convert a visitor into a lead

Intercom's Visitor model captures info about anonymous website browsers like pages viewed and their UTM source info. This is super valuable and if they send a message through Intercom the visitor is converted into a Lead so you can see all of that valuable info.  What I can't figure out is how to convert a Visitor into a Lead using a form submission. Intercom does not offer any form tools so the form necessarily must sit elsewhere. I am happy to use most form builders (Typeform, Google, etc). As it happens I'm currently using Unstack's built in form tool. All of these form tools allow you to create a new Lead in Intercom using Zapier but this is not connected to the Visitor so it provides none of the valuable intelligence about the person's journey before they completed the form.  Are there any ways, ideally using no code tools like Zapier, to convert a visitor into a lead when they complete a website form?  When I was exploring GoSquared they offered a method to do

2296
H
6 months ago
E
ErneConnector
asked in Contacts & Companies
How can a team member manually add information to Company data?

Or, is there a way to integrate an API call that somehow adds a company note? Basically, our support of our companies revolves around events, which we're wanting to expose to our chat support team. We're looking at CRM's right now to possibly be able to sync this information somehow, but it's not always available, so if a chat agent finds this information out, I'd like a way for them to be able to add it so that it sticks to the Company profile somehow. The only way I can think of right now is for them to just add this via company note. But exploring Qualification data, it seems like this could be collected via bot, which would alleviate some of that workload by our team! It seems like qualification data is the only set of fields that can be manually edited, and all others are custom attributes able to receive information via API or other sync methods from outside sources. Is my understanding correct? Also - with qualification data, I'm unsure if that info flow

984
M
6 months ago
R
RAMTAMANGNew Participant
asked in Contacts & Companies
Visibility Delay for API-Created Contacts in Intercom?

Why do contacts, created successfully via API with a 201 Created response in Intercom, not appear in API searches or lists immediately? Is this delay typical, and are there any suggestions to ensure prompt availability of newly created contacts in both the Intercom interface and API searches/lists?

571
Jacob Cox
Intercom Team
7 months ago
K
Kirsten NelsonNew Participant
asked in Contacts & Companies
How to use an IVR system ("press 1") on outbound calls without a dialer?

We currently have several clients whose phones require pressing 1 or 2 in order to connect. On Intercom Help Desk we are unable to use these functions which means we aren’t able to connect. How do we make this work for our outbound calls? All articles about IVR systems on Intercom pertain to inbound. 

871
Jacob Cox
Intercom Team
7 months ago
F
Finn ShewellNew Participant
asked in Contacts & Companies
How to unfreeze user tags when they become glitched?

user tagging seems to be frozen / broken in my intercom account in the ‘contacts’ section. It's been stuck populating a tag for 20 minutes, with the loading icon that says 'contacts are being added to tag' when you hover over it. This is happening across different devices / accounts, and seems to be blocking both the creation of new tags, and the archival or deletion of the tag that's stuck. The tag is only trying to populate 199 user accounts, so shouldn't take long at allhas anyone else run into this issue, and how did you overcome it if so?

221
mateusz.leszkiewicz
Intercom Team
8 months ago
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