Skip to main content

Conversations

Intercom's blazingly fast next-gen Inbox

  • 561 Topics
  • 1,559 Replies
561 Topics
U
User1386New Participant
asked in Conversations
In the new inbox, what do the icons mean in the circles by the user's name? The question mark specifically.

https://www.intercom.com/help/en/articles/6274919-can-i-use-all-the-same-features-in-the-next-gen-inbox

3211
Racheal
Intercom Team
2 years ago
U
User1384New Participant
asked in Conversations
Do your customers ever seem to stop receiving your messages mid conversation?

Do your customers ever seem to stop receiving your messages mid conversation?

133
G
2 years ago
S
SeanaleeNew Participant
asked in Conversations
Across different workplaces in Intercom, is it possible to have an agent in an active status with one workspace but away in another?

We have multiple workspaces and team members who work in both. We are also using the Balanced assignment, so if they are active they are expected to work incoming conversations. However, I noticed when setting them up in an additional workplace, if they are active in one, they are also active in another. How do I make it so they are active in one but away in the other? It's disrupting our workflow and is causing additional work 😞 Thank you!

1031
Daniel M15
Employee
2 years ago
P
PraneethNew Participant
asked in Conversations
Hi there I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

Hi there I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

111
G
2 years ago
D
Dec NNew Participant
asked in Conversations
Removing email footers/signatures

When messages are sent via email, any signature footers (particularly complex HTML signatures) cause a lot of unnecessary bloat. Appreciate the reasons for not rendering the HTML, however ideally we'd like to strip out the footer but still be able to access it when viewing the "raw email". There are a couple of open source projects that aim to facilitate removing signatures:https://github.com/mailgun/talon/p>https://github.com/Smile-SA/signatureremover/p> Would this be a feature that Intercom is considering/would consider adding? 

2221
Daniel M15
Employee
2 years ago
M
Meg CNew Participant
asked in Conversations
Workload management based on channel or tag

 Are there any plans to enable workload management based on channel or tag and not just team? For example, I'd like to be able to limit the number of live chat messages that my teammates receive while allowing them to still receive emails at the same time. In the above scenario one could receive an unlimited number of new emails which can be handled on the agents own time, while having a cap on chats which require the most immediate attention up front.

1342
M
2 years ago
Lucía
LucíaActive User
asked in Conversations
Can I aply an email template to my outgoing messages in inbox?

I'd like to customize my outgoing messages from inbox (not outbound), a header with our logo, our social media, etc. I've created a template, but I can't find a way to insert it to my outgoing mails in inbox.Has anyone solved this?

372
Lucía
2 years ago
M
Michael W11New Participant
asked in Conversations
How can i search effectively in inbox (advanced query language)

Hi, we are looking for a way to effectively search our inbox. In the article at https://www.intercom.com/help/en/articles/2553448-search-and-filter-your-conversations-in-inboxit is described that searching with keywords should be possible, but the examples always refer only to the existing filters. I have already seen that via API calls probably exactly what I mean is possible, however we would rather use the "normal" Intercom interface. In outlook there is the Advanced Query Language and in Google something similar. Does this also exist for Intercom? Thanks in advance & sunny greetings from Berlin!Michael

243
A
Employee
2 years ago
U
User1362New Participant
asked in Conversations
About new Inbox

1. add new tag​eg. tag W30 , there are 4 tags for now, but if I type W30 directly , it will only show 3 results . I need to tap tag message first , then I can find the tag I want​2. about create new tag​In the new Inbox , I do not need to confirm, there will be a new tag, but in old version, you need to confirm first, so that our staff would not create wrong tag, but right now it is really annoying​I just tried, 5 new tags are created without any confirm, which never happened in old version​​3.the email color is all the same in new version, but you can recognize with different color in lod version,which is really helpful,please make it different​​4.the screenshot in new inbox is really small , hard to see what is said  ​ 5. about the noteYou need to tap chat or email first , then you can find note, in old version , you can find it directly 

511
A
Employee
2 years ago
S
Samantha RNew Participant
asked in Conversations
How do we ensure convos assigned to our bot, don't get reassigned to "unassigned" ?

We recently changed our operation so we no longer have a human support team available via our chat (they are email only). To field requests, we've set up the resolution bot and custom bots to handle everything possible. For the most part, it is functioning properly. However, there are conversations that will be assigned to our bot inbox, before the bot sends an answer, the conversation will be changed to "Unassigned" so it is no longer covered by the bot.  Does anyone have experience with this? It doesn't happen consistently or in any discernible pattern (such as users vs. visitors - it happens with both) where I can determine what the setting is. Thanks in advance!

1671
M
Employee
2 years ago
F
FaraanNew Participant
asked in Conversations
How can I auto route messages to individual team members? and split the load equally?

Is there a way that all unassigned messages automatically route to a specific team. To be more precise automatically assigns to a team member in a team, rather than sitting in the unassigned inbox?

641
Jana
2 years ago
U
User1346New Participant
asked in Conversations
Is it possible to fetch data from external URL to add a note to my inbox conversation?

In MessageBird we used Fetch Variable to get data from our API and add some users' dynamic information into a Note in the conversation, is possible to do that in Intercom?

2282
Daniel M15
Employee
2 years ago
M
Manoj R11New Participant
asked in Conversations
How can I achieve side-by-side alignment using the canvas kit?

I am developing an inbox app. I need to align the image and text in one line the data table does. How can I achieve side-by-side alignment using the canvas kit?

1141
M
Employee
2 years ago
K
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.

1331
Daniel M15
Employee
2 years ago
J
Julie DNew Participant
asked in Conversations
Guide to sending emails forwarding emails to/from Intercom.

I need to find please the best Intercom way to meet this criterias when I send an email. Thank you Please how to send emails:- to identified users and by being able to copy one of them- use a group email adress as "from"- emails appear in the inbox so that we can follow up, relaunch them- each recipient receives only one email at a time

15863
E
2 years ago
X
XIAONew Participant
asked in Conversations
How can I connect a bot to an existing conversation?

How can I connect a bot to an existing conversation?

31
Daniel M15
Employee
2 years ago
E
Emma LNew Participant
asked in Conversations
Is it possible to add an SLA in Inbox rules to notify me if there are messages that have not been responded to at the end of business hours?

I've been having trouble putting together an SLA in my inbox rules to ping me at the end of the day to see if any messages haven't been responded to. Has anyone been able to make something similar or have any tips? Thanks in advanced!

1082
E
2 years ago
I
Inter C12New Participant
asked in Conversations
Can I auto tag conversations based on keywords?

Can I tag a conversation automatically if a customer’s reply contains certain keywords?

1972
U
2 years ago
U
User1301New Participant
asked in Conversations
You change Aircall info in note (and note in the message). So now I need to get Assignment Rules including Note Content

We are running 500 call a day so this new "feature" is quite a mess for us. I really need a quick solutionThanks a lot

261
E
2 years ago
K
KurstynNew Participant
asked in Conversations
Is anyone else having issues with the new inbox and notifications?

Instead of just getting notifications for new messages in inboxes that we are a part of, my team seems to be getting notifications for every reply in the all category. It's only in the new inbox, when I switch back to the old inbox I have no issues.

571
M
Employee
2 years ago
U
User1285New Participant
asked in Conversations
Hi all, How do you deal with forwarding emails in Intercom? Do you also miss this feature in Intercom?

Hi all, How do you deal with forwarding emails in Intercom? Do you also miss this feature in Intercom?

1321
L
Employee
2 years ago
U
User873New Participant
asked in Conversations
How can I change my teammate email address?

I needed to change the Helpcenter name, so I changed it, then the email domain changed. could you plz tell me how to change the domain?

2182
Diana Tripac
Intercom Team
2 years ago
D
Innovator ✨
Denis TaranetsActive User
asked in Conversations
Ticket (off-line) and Intercom

Hello, community. As far as I know, the Intercom supports only dialogue-like communications with the users. Some support team members even told me smth like "we don't believe in off-line tickets".  However, in some situations, the only way to resolve the case properly is to move it from the "on-line chat" field into the off-line. So the whole resolution process would be not as messy as chat can be due to the user's approach to the on-line conversations. What would be the best way to create an option to move the situation to the offline field?Perhaps the intercom has some internal solutions or the community could recommend some additional solution that would integrate with the intercom? Some points that are important- the ticked is linked to the user in the intercom (agent can reach the ticked from the intercom and vice versa)- The answer to the ticked can be performed not from a single agent, but from the Tech Team, Financial Team etc- Tickets should have au

1681
Daniel M15
Employee
2 years ago
U
User1722New Participant
asked in Conversations
why does my billing changed so much? its 2000 per month now.

why does my billing changed so much? its 2000 per month now.

371
L
Employee
2 years ago
U
User1795New Participant
asked in Conversations
Is there a way for the new conversations to appear in the Team's inbox?

Is there a way for the new conversations to appear in the Team's inbox?

111
A
Employee
2 years ago
Ask a question
Terms & ConditionsCookie settings