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Intercom's blazingly fast next-gen Inbox

  • 607 Topics
  • 1,712 Replies
609 Topics
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Jihan JavierNew Participant
asked in Conversations
How do you keep track of conversation topics without manually tagging conversations?

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

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ericgriff
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Richard MNew Participant
asked in Conversations
Office Hours not showing we are closed

We have had office hours set up for many years and always worked, which showed us away out of hours. Now its suddenly stopped working and it shows we are available 24/7. Can any advise what might have been changed and how I can fix this

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iampaulaaaNew Participant
asked in Conversations
How to help our product team understand the reason why users contacts our Support team

We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

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Helga KrugerNew Participant
asked in Conversations
Exporting data and attachments

How can conversation data, along with bulk attachments, be exported from the Help Desk?

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Shauna O12New Participant
asked in Conversations
Is there a way to export conversations?

We want to export full extracts of our conversations from our workspace - how can I do this?

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Tiffany TNew Participant
asked in Conversations
What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close?

What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close? I saw the topic on 'Topics' but we are highly ingrained in Conversation Tags and need to require them before a conversation can be closed. It appears in Inbox rules that conversation tags aren't an option, only person or company tags which is not helpful for this problem.

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ericgriff
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Product TeamNew Participant
asked in Conversations
Conversation Tagging

Why does intercom not allow level hierarchy in tagging conversations?

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ericgriff
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Kyle TNew Participant
asked in Conversations
Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.  Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?

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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 commsWhen 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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Shaq Payne
Intercom Team
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Kathryn BNew Participant
asked in Conversations
Is there a way to pin/star important notes within a conversation?

Our team will use the Notes function to add details to some conversations. For example, they'll add a link to a Shortcut ticket if they escalated the issue to another team. We would like to quickly identify/surface these notes for quick action when following up.

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KevinHNew Participant
asked in Conversations
Introducing Branches for Brands - Optimizing organization

To give you a better context, we have 4 brands across some of our markets within Europe and the Americas.Now, one of the Brands is present is all these countries, which for each individual market we have had to create a separate Brand on Intercom, associated to a Help Centre, linked to an email address, etc.Would be great to have a way to keep them organized, having one brand and branches if the brand has presence in one or more countries, this to help us keep it organized, since we are currently moving and growing, giving presence of our brands in other markets. Any suggestions are always welcome!

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Paul Byrne
Intercom Team
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Kate HastingsNew Participant
asked in Conversations
Test conversations for agent training

We’re currently building out a new onboarding program for our customer support team, and we would really like to integrate test ticketing/conversations as a module to the program. I’m curious if anyone else has tackled this kind of project before and has advice on the best way to implement this with Intercom?I’ve previously worked on Zendesk, where we had a script to import our base test tickets and assign to each of our new hires, who would then work the tickets as normal w/ training & mentors acting as customers.With Intercom, I’m hoping there’s a similar functionality we can achieve with conversations, though I haven’t been able to find a solid solution. Seems like we could potentially setup a specific inbox and use emails in our prod instance, but curious if anyone has come up with a different/better solution to achieve this. 

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Jacques Reynolds
Intercom Team
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Craig TitheringtonNew Participant
asked in Conversations
Use of side conversations with 3rd party support tools

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversatio

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Cassandra D12New Participant
posted in Conversations
Using Brands as a way to Support a sales team

For context: We are a brokerage service. We have been using intercom for over 4 years for the support team only. We have a support email which is our default email, and intercom works great for the support team.  The past month we have moved all our brokers into intercom and we are struggling to optimise their workflows. They have come from only using Gmail. So each broker (10) have direct email address that their clients email. We have a team of about 5 success team member, who assist the brokers in managing their inboxes 24/7.  Some of the issues we’ve encountered are:Escalating in to support, and whilst the client waits for support they continue to email in the same thread which requires the brokers attention.  When starting an outbound email it defaults to the support email instead of their own.  Too many macros and Tags We have group emails Transactions/verification and clients email these (when they really shouldn’t) with order requests, and with our Salesforce integration we mad

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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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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! RegardsDarshan 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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