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  • 601 Topics
  • 1,690 Replies
603 Topics
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marcellosalasNew Participant
asked in Conversations
Messages Stuck in “Sending” Status – Anyone Else Facing This?

Hello I have been experiencing an issue where some of my Intercom messages get stuck in the “Sending” status and don’t get delivered to the recipient. This seems to happen randomly some messages go through instantly; while others just stay pending indefinitely. Refreshing the page doesn’t help & I’ve already checked my internet connection.🙂 I have tried logging out and back in, clearing the cache, and even testing on a different browser, but the problem persists. 🤔I’m wondering if this could be a temporary server issue / something related to message queue handling. Has anyone else faced this? Are there any troubleshooting steps I might be missing?🤔Checked https://community.intercom.com/conversations-9 / Alteryx Training guide related to this and found it quite informative. Would love to hear if others have encountered this and found a fix. Also, is there a way to manually retry sending stuck messages instead of rewriting them? Any insights would be appreciated! Thank you !!🙂

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Intercom Team
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kyra.floreaNew Participant
asked in Conversations
Partitioning Two Intercom Inboxes

Hello. I work for a company that uses Intercom to organize our client interactions. We are in the process of starting a second company. The same customer service team will be working for both companies for the foreseeable future. Is there a way to partition a single intercom account into two inboxes (one for each company)? Thanks!

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conor
Innovator ✨
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Roman PrudnikovNew Participant
asked in Conversations
SLA breached notification

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached?

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conor
Innovator ✨
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Tricia YonahaConnector
asked in Conversations
CC'ing an external email after closing a chat

After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?

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Paul Byrne
Intercom Team
Kevin Bendixen
Top Expert ✨
Kevin BendixenTop Expert
asked in Conversations
Can I link to a specific Macro?

For our internal documentation, we would like to link to specific Macros. I couldn't find a URL that was unique for any of the Macros. Is there a workaround for this?

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Kellen C.New Participant
asked in Conversations
Short URL for quick sharing of links to conversations

Since one of the few ways a Lite user can see a conversation is via link and to make it easy within a CX team to share conversation URLs without having to mention everyone, I’d like to suggest an option in the upper conversation tool bar to grab a shortened URL for that conversation. We had this in Richpanel, and it made it super easy to quickly grab a link to the conversation for easy sharing.

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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.

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ArmandaConnector
asked in Conversations
Auto-reply after business hours

Hi team, Is there a way to create an auto reply only after business hours?

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conor
Innovator ✨
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Bruno MartinsNew Participant
asked in Conversations
Customized CSAT

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product. What steps should I follow to achieve this in the automation?

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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Is Integrating My Website with Intercom a Good Idea for Customer Engagement?

Hi everyone, I’m Darshan Hiranandani, considering integrating Intercom with my website to enhance customer engagement, but I’m unsure if it’s the right move. Do you think Intercom is a good tool for improving customer interaction and support? I’d love to hear your thoughts or any experiences you might have with this integration. Looking forward to your suggestions! Regards Darshan Hiranandani

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Aaron LifshinNew Participant
asked in Conversations
Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

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Viet TangNew Participant
asked in Conversations
Intercom React native has no update when new message comming.

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me

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Pavan RongaliNew Participant
asked in Conversations
How to use the #ticket number in macro?

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.

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tataralexaNew Participant
asked in Conversations
Tracker ticket details for conversations

Hi there! Is there a way to ensure that a tracker/group ticket link is visible in all future conversations with the same user on Intercom? I can see that detail only in the first conversation which got linked, but it’s not visible in subsequent ones. This leads to duplicate users being added to the ticket, impacting reports. It would be very helpful if, once a user’s conversation is linked to a tracker ticket, that linkage attribute appears in every future chat with the same user. This should be automatic. I’ve reviewed the attributes information but still don’t understand if and how this can be set up automatically. Any help will be grateful. Thank you so much!

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Liz MasterNew Participant
asked in Conversations
Email UI issue -> emails cut off horizontally

We’re having an issue where customers send us emails that are wider than the intercom email UI so they are cut off and the team is unable to read them. Our workaround is to either copy and paste the message into a different tab (like a Google doc) or reply CCing in our personal work address so we can view the email in gmail. Neither are great solutions. It would be great if either emails were consistently resized appropriately or (for things we wouldn’t want to make artificially narrow like tables, which we get from customers frequently) we could “pop out” a message and make it whatever width we need in a pop-out window.

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SelvaNew Participant
asked in Conversations
Can I add tables to my Inbox replies?

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

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syhussaini
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Thomas Lannie-SharpNew Participant
asked in Conversations
Abandon message creation

I often find myself writing part of an email, which I then don’t want to send anyway. When I then want to write another message, the old message, the receiver, and the subject is still there. Is there a way to “abandon” message creation that deletes the message I’ve written + subject + receiver?

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mateusz.leszkiewicz
Intercom Team
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User140Active User
asked in Conversations
Can macros be exported into a CSV file?

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

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Bjorn Lammers
Bjorn LammersConnector
posted in Conversations
Workflows for Managing Spam

To help with spam management, I’ve created a set of workflows designed to make the process easier. Workflow: Mark as Spam Automate Spam Tagging and Organization This workflow triggers whenever you want to mark a conversation or contact as spam. It automatically applies a spam tag to both the conversation and the contact, then moves the conversation to a dedicated Spam inbox for better organization. You can also customize additional steps, such as closing the conversation immediately. Learn how to create a workflow here. Setting Up the Spam Inbox Creating the inbox for spam is straightforward: Navigate to the Team Inboxes section in settings. Create a new inbox and assign relevant agents to it. Detailed guide to team inboxes. Automatically Marking as Spam When incoming messages are received, I check if the person in the conversation is tagged with the spam label. If so, the “Mark as Spam” workflow is triggered. With this, you can, of course, add more detection rules, as we have done. Op

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chaloemkhompitoon
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pedro barcelosNew Participant
asked in Conversations
Updating the conversation's title via API

Hi everyone, Recently my customers required that the Conversation ID were added to the conversation title/subject. I manage my workspace with python, so i went to the API Documentation to see whats possible but it’ is not clear if is there a way to change the title of the conversation. Is there a way to do it via PUT? I noticed that i can do it via screen now, so i wonder it is possible via api too. We trade a lot of different conversations with the same customer, so them are starting to get a little confused at their default inbox (ex.: Outlook). They question theirselves: What ID this email is from? As i mentioned before, i manage all conversations with python via API, so i want to: > When new conversation arrives (i can get it via custom_atributtes)> > Get the id generated> > > Update the conversation by adding this ID to the title/subject My tries with the documentation where not sucessfull. Can someone help me with this? Best Regards, Pedro.

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Blue KeleherNew Participant
asked in Conversations
Can I hide closed conversations on the Mentions page?

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

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Jennifer SerguinoNew Participant
posted in Conversations
coversation data

coversation data

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Nathan Sudds
Top Expert ✨
KamalDeepPareek
KamalDeepPareekNew Participant
asked in Conversations
How can I automate assigning incoming conversations based on Salesforce Account Team roles?

I want Intercom to auto-assign incoming tickets to the Client Success role from Salesforce Account Teams. Can this be done with a custom field or workflow automation?

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Graziela
Innovator ✨
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Valerio ChangNew Participant
asked in Conversations
Can the message timestamp be shown to users?

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages.

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Brent FairNew Participant
asked in Conversations
Grammarly intermittent InBox issue

I’m reconnecting with some customers and when I open a new conversation(email) Grammarly isn’t working. If I reopen the new conversation with the customer the same way I get the email I started👍, but now Grammarly works for the conversation. Mac, Chrome, Grammarly, and Intercom are all up to date.

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ryan.parker
Intercom Team
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