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Track your customers in the Intercom platform for better relationships

  • 180 Topics
  • 537 Replies
180 Topics
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MktActive User
asked in Contacts & Companies
OS is unknown

Hello! I'm wondering why 60% of our users have unknown in the operating system intercom property. Any idea why this happens? Thanks!

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User165New Participant
asked in Contacts & Companies
Is there a way to sync automated emails sent to users from our backend?

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!!

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Eric Fitz
Employee
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Tech L11New Participant
asked in Contacts & Companies
Connect company to Stripe

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 ?

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Andy L11New Participant
asked in Contacts & Companies
What's the best way to show currency values in a custom attribute?

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?

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ErneConnector
asked in Contacts & Companies
How do I use two negative value options to filter my users for renewal purposes?

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,

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Kevin Bendixen
Top Expert ✨
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Igor SNew Participant
asked in Contacts & Companies
Do "Recent page views" and "Events" auto-update during a conversation?

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

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Eric Fitz
Employee
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Inter C12New Participant
posted in Contacts & Companies
How can I track events in Intercom?

How can I track events in Intercom?

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Eric Fitz
Employee
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Susan BNew Participant
asked in Contacts & Companies
Can I create a segment for users who have signed up on a different date to "Last Seen"?

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.)

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Brent
Super User ✨
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Mark T11Active User
asked in Contacts & Companies
Can I remove individual contacts from a segment?

I created a Segment, but want to remove some users from it. Is there a way I can do that in bulk, or do I have to go to each individual user to do it? EDIT: It does not appear I can do this even at the individual user level.

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MykhayloActive User
asked in Contacts & Companies
LastSeen Property Seems to Not Be Updated

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.

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User334New Participant
asked in Contacts & Companies
How do I create a new lead in Intercom when someone completes a contact form?

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!

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JolieConnector
asked in Contacts & Companies
Can I bulk untag companies?

I need to bulk delete a company tag and I'm not seeing any way to do this easily. I don't want to delete the tag entirely because it's being used in other places. I'd also like to avoid having to do it one by one since that will be time-consuming.

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Ana BNew Participant
asked in Contacts & Companies
How to validate a conversation attribute in Intercom?

I need to create a field to validate an email, but I only have a few formats like text, number, boolean... It's possible to create a formula to validate this attribute? Like check if the user wrote a text like "test@test.com"

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SaritaActive User
asked in Contacts & Companies
How to identify users who signup for the first time?

I want to set up a Post to send out to users who signup for the first time on my platform.How do I set that filter on Intercom? Can someone help?Thanks!

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WenqinNew Participant
asked in Contacts & Companies
Where did the contact unsubscribe button go?

The unsubscribe button used to be here like shown below:Now this button is gone! How to unsubscribe a contact? Thanks!

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Brent
Super User ✨
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User439New Participant
asked in Contacts & Companies
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 :( 

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User978Connector
asked in Contacts & Companies
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?

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User639Connector
asked in Contacts & Companies
Is there a way to collate all new leads in a day?

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.

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Kevin D14New Participant
asked in Contacts & Companies
Is it possible to track a user's role?

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."

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Nora CNew Participant
asked in Contacts & Companies
How can I edit multiple contacts at once?

I have my contacts broken down by community but it's listed under projects. How can I update multiple contacts at once to label them under one community? Thank You.

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Ellie H11New Participant
asked in Contacts & Companies
How do I import contacts who have unsubscribed on another platform? For the most part, they are existing contacts in Intercom, I just want to bulk overwrite their unsubscribe status.

How do I import contacts who have unsubscribed on another platform? For the most part, they are existing contacts in Intercom, I just want to bulk overwrite their unsubscribe status.

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NateNew Participant
asked in Contacts & Companies
How can I send a one-off email from a support address to a contact?

Will it ever be possible a) send a one-off outbound email from a support address (support@company.com) 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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Eric Fitz
Employee
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Eric UNew Participant
asked in Contacts & Companies
Open a chat with existing contact

Hi! I need to add a button to our customer support page that will open direct chat with the customer that was contacted before. How can i do it? What data should i retreive and save after the first conversation and how can i later open a direct chat using javascript and previously retrieved data?Thanks!

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Eric Fitz
Employee
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User461New Participant
asked in Contacts & Companies
Cannot update contact using golang

Iam using the golang package https://github.com/intercom/intercom-go/p>While iam trying to update my contact , getting error Error :400: invalid_document, either_email_or_user_id_present validation failedCode: ic := intercom.NewClient(token, "")      contact := intercom.Contact{         ID: "604720410292c92b2fbd598a",         UserID:          "420",         CustomAttributes: map[string]interface{}{"First Campaign Sent": "Yes boss"},      }      savedContact, err := ic.Contacts.Update(&contact)Please help me for update contact using golang

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MoatzNew Participant
asked in Contacts & Companies
Why has my workspace stopped tracking users & leads?

I can't get update about my contacts actions or new users: Suddenly 24 hrs ago, I started not to receive any updates on my contacts dashboard about my users , either new users or last see users and others. I see only the users before 15 sept. I am on a free plan. is there something I am missing here ? 

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