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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?
3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!
Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.
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?
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.
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 OrganizationThis 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 InboxCreating 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 SpamWhen 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. Optional
Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani
Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)
Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?
I’ve tried explaining this feature request to Intercom support multiple times, and they always seem super confused about it: I want to be able to link into Intercom Inbox in a way that opens a new compose window with an arbitrary email address filled into the recipient list. (Bonus points if we can also pass in subject line.) In other words, what we’ve been able to do for 30+ years with mailto: links, but opening Intercom to do it instead of a regular email client. After quite a few back-and-forths, it ended today with Intercom support telling me that “as a CRM” Intercom doesn’t have the functionality of an email client.Really?All email sent to our company’s support address ends up in Intercom Inbox, where we can read and respond to it, just like an email client. When we want to start a new email conversation with our customers, we go to Intercom Inbox and start the conversation there, manually filling in the To field, just like an email client. (Unless you’re on the mobile app, in whi
Hi everyone,I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:france-support@company.com for the French team germany-support@company.com for the German teamCurrently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:Emails to france-support@company.com go to the French Support Team inbox in Intercom. Emails to germany-support@company.com go to the German Support Team inbox in Intercom.Does anyone have suggestions or know if this is possible? Any help would be appreciated!Thanks in advance!Regards Darshan Hiranandani
I am needing a way to have the conversation transcript to always send when a conversation has either closed or has been left after a certain period of time. Is there a way to currently do this?
Could anyone suggest me the best VOIP Integration for Intercom in 2024 ?
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?
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! RegardsDarshan Hiranandani
Hi everyone,I’m Darshan Hiranandani, need help with setting up multiple inbound email addresses in Intercom for different support teams. We have two teams, one for French-speaking clients and another for German-speaking clients, and each team has its own email address:france-support@company.com (for France) germany-support@company.com (for Germany)Currently, we forward emails sent to germany-support@company.com to Intercom's default inbound address, and everything works fine. The email creates a new chat in the German support team's inbox.However, we want the same setup for the French support team. Ideally, we want the following behavior:If a client in France sends an email to france-support@company.com, it creates a new chat in the French support team's inbox in Intercom. If a client in Germany sends an email to germany-support@company.com, it creates a new chat in the German support team's inbox in Intercom.I’m wondering if it’s possible to create separate inbound email addresses for
Hi Team,I’m Darshan Hiranandani, hope you're all doing well! We're currently facing a challenge with transferring larger-than-100MB files via Intercom, as its built-in file upload feature is limited to 100MB. For now, we’ve been using Google Drive as a workaround, but the process of manually creating and sharing folders with customers is inconvenient, and many customers struggle with accessing the Google Drive links.We also looked into SendSafely, but it seems overpriced for our needs, requiring a minimum of 15 users.I wanted to reach out and ask if anyone has found a better solution or workaround for transferring larger files securely with customers inside Intercom. Ideally, we need something that’s easy to use, secure, and cost-effective for our small team of 3.Any suggestions or tools that you are using to handle this? I’d really appreciate your input!Thanks in advance!RegardsDarshan Hiranandani
I am currently handling one of my client's projects where I have to engage with the audience and customers of 3 different cities in the USA. It is more commonly about medical consultations, So I am looking for a platform where I can engage my client’s customers according to their location and plan their consultations according to customers’ location.Should I go for it or not? Will I be able to engage customers according to their locations? Is there any plan of Intercom that can sound beneficial for this specific business?
We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!
