Contacts & Companies
Track your customers in the Intercom platform for better relationships
- 159 Topics
- 471 Replies
Right now we use Intercom for all our communications with users, but we send some automated emails from our backend to them too. The problem we have with this is that we rely on the last contacted field for our segments, and our automated emails from the backend are not included in this field as it only takes the communications done through Intercom. Is there a way to sync these emails from the backend to Intercom so we can also include them in the last contacted field? Also, would be great to have these communications in the user's profile in Intercom so we can track all the conversations. Any idea/suggestion on how to solve this? Thanks!!
Our "users" are "people" with individual contact details (emails, names), but our subscriptions are associated with a company. So, one subscription may have several users. And, those users can be associated with multiple subscriptions!The simple way to handle this seems to be to associate the stripe subscription with a company rather than a "person". We could develop this on our end via the API and some custom properties, I guess? Any thoughts ?
We have custom data attributes with Decimal format, to hold currency dollar values. When I add them to outgoing messages, they don't get currency formatted.e.g. field value is 6252.0 - but it should display in the email as $6,252.00. How to do this?
Using a data attribute that is the subscription period end date, I want to filter users that have renewal dates between 30 and 60 days out. I'd set this up like:sub_period_end is more than -30 days and sub_period_end is less than -60 days I find no users this way. I've tried these two in the reverse order as well to no avail. Any suggestions? ( tbh the more and less than thinking, paired with the negative values, is throwing me for a loop) Going forward, I will be building a dynamic audience for this type of message where sub_period_end is exactly -30 days (that segment seems to work) - this ^ request above is for the purposes of transitioning our messages to automated from manual, and playing catchup with all those that need to go out in the next month, then launching the dynamic rule. And if the above isn't possible, I'll work with the team to find a way to identify those that may have slipped through the cracks between last month's outreach and this month's,
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
I've actually already brought this to a conversation with Ryan from support, but I'm posting it since it seems there are almost no clear docs on the topic. While implementing Intercom in a React single-page app, I noticed the calls to Intercom('update') (as suggested by the SPA guide) weren't showing in the conversation or contact page until I hit refresh in the Intercom page. The same is true for submitted events.It's actually a bit misleading to have "now" in bright green when the user might have moved away from the current page after initiating the chat. The only place that makes it clear is a single sentence in Events FAQ & Troubleshooting. This definitely needs:clear communication in any place that suggests using Intercom('update') to add a new pageviewsame for event documentationactually an auto-updating UI, since it may be very helpful, besides resolving the misleading information
I would like to create a segment of contacts that have "Signed Up" on a different day than "Last Seen". Is there a way to do this? (I do not want to specify the date for either Signed Up or Last Seen. I just want them to be on 2 distinct days.)
Hi, The Last Seen property does not show the correct time when listing the users. As we can see from the screenshot. There is a green circle which means the user is currently online: If I open a user profile, the field last Seen says the correct thing: Just now : For the same user there is also a problem that he does not receive a Post message from Intercom, even if he was really logged on the page. I'm thinking if that could be the reason that his data are not properly updated by Intercom... Could you please explain why the date is not updated?Thank you.
Hi community, We have recently switched to Intercom and I need a bit of help from you guys! On our website, we have a couple of forms, that visitors can fill out, to ultimately become leads (some MQL's, some SQL's, and some PQL's - but let's leave that out of it for now). I am currently struggling to find out, how to create contacts automatically for people that fill out these forms. This may be a very basic question, but my searches around the internet has left me with nothing. Thank you, guys!
Hey all! First post here. So here is my situation: One of our users is named John Michael LastName - "John Michael" being their full first name. We send a lot of outbound messages (emails, posts, etc.) and use the First Name token to pull in everyone's first name in our greeting. Unfortunately, for this user, it is just pulling in "John" every time. This user has written us back multiple times letting us know their full name and that they would like to be addressed as such (understandably!). So, I am wondering, is there any way we can explicitly set in Intercom that their first name is "John Michael" and NOT "John"? Thanks in advance! 🙂
All visitors on our site are treated as the same visitorId and can see past visitor's messages. How can we fix this 🙏?
Hello, I tried writing to support but no luck getting a reply for over a week 😔, so I hope I can get some help here. Our problem is that we don't get the automatically generated names for the Visitors, but instead, all visitors on our site get the id and the name == "User Id". That means that all visitors, no matter who they are, what browser they are using, what country they are from... are treated as the same visitor and they can see all the messages from previous visitors 😬. This is quite blocking us at the moment, so any help at all would be greatly appreciated 🙏 For some more information, the data Intercom returns seems to be correct (user.id), but in Intercom that user gets the id = User Id. I tried deleting the visitor, changing the messanger settings and everything I can think of, but messanger for visitors is still not working and everyone can see everyone elses messages :(
Can we use email instead of UserID as the connecting attribute between leads and users? (detailed question below)
hello, I have a complicated request that I’m hoping you can help me with — we’re using email automation to invite “leads” to join our app, but are having issues with figuring out how we should configure the exit rules. Ideally, we’d like “leads” who convert in the sequence (i.e. install the app and create their profile) removed from the sequence so they are not sent an additional email telling them to download. However, it appears when someone converts, a duplicate profile is created in Intercom under “users” that are not connected to their “lead” profile. I believe this is because we are using UserID as the connecting attribute between leads and users, so my question is, can we use email instead? I assume that would eliminate our duplicate issue? Next question, if we do that, how should we configure the exit rule to ensure people are removed after signing up for our app? Would we use “Signed Up” less than (more than?) some period of time-related to the length of the email automation?
In my company, sometimes there are a lot of new leads to response and, at the end of the day, there may be a few pending answers. So, what I'm looking for is a way to sum up all leads without teams response, preferably by email, to read it next day.
Our users have different roles with different companies; the user might be an admin, an employee or a service provider. Is there a way to keep track of users' roles on a company-by-company basis? Right now our initial stab has the role updating on the user. This means when the user signs in with a company they are "admin," we updated the user profile to show they are admin. But when the user switches to another company where they're, say, an employee, then we lose the detail that they're an admin of one company, and now their profile says "employee."
Will it ever be possible a) send a one-off outbound email from a support address (firstname.lastname@example.org) by searching for the contact and just sending a quick email b) automatically snoozing an outbound emails so it automatically appears in inbox later We are in the process of migrating from Zendesk to intercom. In Zendesk you can send an email very easily as pending (i.e snooze) for a specific period of time then it pops back up in your view. You also cannot send an email to a contact from a support domain. How come?
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