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  • 559 Topics
  • 1,556 Replies
559 Topics
M
ManuelNew Participant
asked in Conversations
Question Regarding 2-Way Text & SMS

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

51
M
2 hours ago
Patrick H12
Patrick H12New Participant
asked in Conversations
Gmail Users: Has anyone found a solution for the wrong contact image appearing in conversation replies?

Curious if anyone has dealt with this issue. In the image below you can see that Tyson replied to a customer, however it’s showing the wrong contact image in Gmail. We have intercom set to send all responses from support@ourdomain.com. I’m assuming this is more of a Gmail issue than an Intercom issue, but I just want to figure out if there’s something I can do to prevent this from happening.  

41
Nathan Sudds
Expert User ✨
9 hours ago
I
Igor SerebryanyNew Participant
asked in Conversations
Trying to tag newly-created conversation results in "Conversation has no taggable part"

I’m initiating a new conversation *to* a Contact, by using `createmessage` with the flag `create_conversation_without_contact_reply`. I get back a `conversation_id` on the resulting `Message` object. I then attempt to tag the conversation using `attachtagtoconversation`, which returns a very unhelpful message:{"type":"error.list","request_id":"00038sjjl7b2cb36su6g","errors":[{"code":"unsupported","message":"Conversation has no taggable part"}]} What does this mean? How do I apply tags on conversations? EDIT: this seems to happen when trying to tag newly-created tickets, too! the error message mentioning “Conversation” threw me off.

91
E
Intercom Team
13 hours ago
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User2149Active User
asked in Conversations
A Quick Link with conversation_id variable

I was wondering if there is a way to have a dynamic link in the intercom inbox (on the right side) where we can store a conversation_id as a variable ?Quick Links is exactly what we’d need, but there is no option to add a conversation attribute. Only User, Company or Event attributes.

30
U
1 day ago
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Linh PhanNew Participant
asked in Conversations
Reduce the spacing between message/button sections in the chatbox

The message and button sections which are set in the workflow are somewhat not user-friendly in the chatbox with a huge spacing in between when the message is short. Is there anyway we can have the buttons appear below the message to make the chat-bot looks neat and easy for users to select? 

60
L
2 days ago
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Eliab ShifferawNew Participant
asked in Conversations
Problems With Audio Files Being unviewavle

I am experiencing an issue with the iOS version of the application. All audio files that are sent via conversation are unviewable and undownloadable due to an indefinite loading state. Is there a way to resolve this problem?

121
Nur Nahid
Innovator ✨
4 days ago
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BrookHenryNew Participant
asked in Conversations
Can AI Image Enhancement Tools Improve Customer Support Resources?

Hi all,I'm exploring ways to enhance the visual quality of the help documentation and customer support resources for my Intercom-powered platform. Has anyone experimented with AI-based image enhancement tools to improve the clarity and detail of images, like screenshots or diagrams, used in support articles?Would love to hear your thoughts or suggestions!!

130
B
5 days ago
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Bruno MartinsNew Participant
posted in Conversations
Massive chat historic download

Good evening everyone, does anyone know if it's possible to download conversations in bulk from a specific period?I mean the actual chat history, the content of the conversations.I need to do a bulk analysis of the most common topics and customer inquiries, but it's impossible to do that by opening each conversation one by one. Maybe there any app in the Intercom app store that has this feature?

132
B
5 days ago
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johnpienaarNew Participant
asked in Conversations
In-app notifcations into conversations

Hi Currently the in-app notifications do not post to any tables that we can sync via Fivetran. I seem to recall it was possible to add these to the conversations data and tag them there, but I can’t seem to find documentation on how to achieve this. Any info or help in getting the app notifications data into our data warehouse would be super helpful   

122
S
5 days ago
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Bruno MartinsNew Participant
posted in Conversations
Close conversations due to inactivity within the initial bot.

Hello there community.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions. In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot. Does anyone know how to configure this within the automation, instead of the default 15-minute setting?For better understanding:1 - We send a question to the customer, and it only moves to the next step if they respond.2 - I need to create an automation flow that prompts the customer every 15 minutes if they don’t interact for a certain amount of time, encouraging them to return to the chat and continue answering the questions.3 - If they don’t respond, I need to set up the automation to clo

121
Emilygav
Intercom Team
5 days ago
D
DevopsNew Participant
posted in Conversations
allow to filter the options of a conversation field of type list

Hello there,I think it would be very useful to search through the available options for a custom field of type “list” especially when the number of options grows.  

51
Emilygav
Intercom Team
5 days ago
A
Alex RublevNew Participant
asked in Conversations
Option to Disable Spam Filter

Don't pass by—give an Upvote if you want to ensure your clients' emails don't get lost in the spam folder!The built-in spam filter often flags legitimate emails as spam, making them easy to miss. This is unacceptable, especially since there's no option to disable it! Please add this feature as a matter of urgency.

60
A
5 days ago
M
ManuelNew Participant
asked in Conversations
Question Regarding 2-Way Text & SMS

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

00
M
5 days ago
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Rob BathgateNew Participant
asked in Conversations
Turn off (or whitelist) Spam/Junk Folder (incoming email)

Hi,We find the Spam/Junk filter in Intercom pretty poor - it’s send a lot of genuine emails there, including inbound emails from email address we have in our Contacts list and ones we have repeatedly marked as “Not Junk” in the Spam list.However, it’s not learning, and they keep getting flagged as junk.Is there a way to either:mark an email address as a safe sender/whitelist, so those inbound emails don’t go to our spam filter? If not a built in setting, can it be done with automations/rules? OR turn off the spam filter altogether (we use Google’s Mail Servers and their spam filter does a much better job and keeps spam from getting to Intercom anyway) (again, if not built in, can it be done with automations/rules?)CheersRob

541
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Intercom Team
7 days ago
M
markhenryNew Participant
asked in Conversations
Why Choose English Editing in England for Your Manuscript

Discover the advantages of English editing in England and how it can elevate your writing to a professional standard. From understanding local nuances to enhancing clarity and style, find out why choosing an England-based editor can make all the difference for your manuscript.

151
Nur Nahid
Innovator ✨
8 days ago
W
WestleyNew Participant
asked in Conversations
What app to use since I can't puchase Bump by Userfeed?

 We trialed a recommended app from the Intercom app store called "Bump" by Userfeed.  An app that allows you to automate the follow-up and closing process of unresponsive customers. We used this App because the built-in snoozing/closing function in Intercom did not fit our needs. We loved it during our trial, set up automation and workflows around the apps' functionality. We regularly have around 30 conversations in the queue, and after a couple of days we knew we were going to purchase the app. So, I reached out to their support ready and willing to purchase. I searched high and low contacting everyone involved with the company and product, and nothing is active, and you cannot purchase the app. So, first, I would recommend removing this app, as it's no longer being supported, and you cannot use it after the trial. This was unfortunate for us. A lot of time wasted, and it's something we REALLY liked. Are there any alternatives on the Intercom app store? I can’t seem to find anything l

2979
Jacob Cox
Intercom Team
10 days ago
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Rui ZhangNew Participant
asked in Conversations
Create and update conversation attributes through API

Wonder if we can support conversation attributes creation and update through API. At the same time, can we remove the limit of 250 options for conversation attributes?

1075
hoytwilhelmina
11 days ago
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david meakinActive User
asked in Conversations
Multiple locations in company data

Hi I’m looking for a way of adding many sites to the company data field. We currently deal with large companies that have many sites across many countries. Is there a way of putting this into the company data fields as it seems like this currently only likes one answer.For instance company “A” has a head office in London but has 20 other locations they operate out of each requiring there own support. So company fields will ideally have these attributes:name- Company Alocation (this needs to be able to take multiple locations) - Liverpool, London, Manchester etc only need one answer per ticket.Territory (this needs to be multiple different countries) UK, Ireland, Switzerland etc. Again this only needs one answer per ticket.If this cant be achieved what would be the best way around this?

752
M
13 days ago
I
IntercomCustomerActive User
asked in Conversations
Who's looking at a conversation

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

3382
S
14 days ago
S
Support InvestMatesNew Participant
asked in Conversations
How do I create a view where I am waiting for customer response on intercom

I want to add a view where where we I can see the conversations where we are waiting for customer to reply.

251
mateusz.leszkiewicz
Intercom Team
15 days ago
M
marcusHNew Participant
asked in Conversations
Is Live chat currently down?

Is Live chat currently down?

886
aykut.aydin
Employee
15 days ago
S
Support AdminNew Participant
posted in Conversations
Conversations tags not visible

Hi, is anyone else having the problem where tags sometimes don’t appear in the conversation? The conversation events show that the tag is applied, the tag is active, and it ends up in the right views, but we can’t see the tag in the conversation itself. This means we can’t remove tags when needed, causing conversations to remain in specific views even though we want them out.So far, we’re manually tracking each conversation where a tag needs to be removed. I can’t wait for the day this issue is finally resolved, though I expect we’ll still have about ten days of work to undo the damage by then.We contacted Intercom's support department at the beginning of June(!), and they acknowledged the issue, promising to resolve it as soon as possible. I guess it's not a major issue for them, but it has a significant impact on us. We've followed up every few weeks, but we keep receiving the same response. I’d be very surprised if we were the only company facing this issue—are others out there expe

391
mateusz.leszkiewicz
Intercom Team
20 days ago
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davidknoerrNew Participant
asked in Conversations
Providing a Subject heading on each Message after the Conversation is closed.

Providing a Subject heading on each Message after the Conversation is closed.That way, users can see the subject and refer back to their conversations by topic. 

322
D
21 days ago
V
ViratNew Participant
posted in Conversations
Why is my Inbox app throwing a generic error message on the conversation sidebar?

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

29014
godofprogrammer
22 days ago
M
Manon STANGUENNECNew Participant
asked in Conversations
Blocking tab notification

Hi!I am oftenly using Intercom while browsing other Chrome tabs.When I am focused on one issue, and focused on another tab opened to find a solution to it, I find it very distracting to have the intercom tab name switching non-stop to tell me about notification from other conversations. The name of the tab moves every 10 seconds from the name of the open conversation to notification about other messages coming in. Is there a way to block it? I do not have preferences on what appears as the name of the tab, for as long as it stays still. NB : setting my status as away does not work. Thanks a lot for your help.   

651
godofprogrammer
26 days ago
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