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  • 559 Topics
  • 1,555 Replies
559 Topics
H
Henrik AActive User
asked in Conversations
Does it make sense to connect our sales email to Intercom?

I would like to know if anybody has connected their sales email inbox to Intercom?  And also if you have not connected it and what were your reasoning for that? We have already done it for our support email address but sales email address is a bit different (or maybe I just think it is because I'm in sales 😉) The upside to adding sales email address to Intercom would that we could automate our responses. The downside is that it doesn't share that if you want multiple sales people to have access to a sales email inbox. Hope someone cares to share their thoughts and/or experiences on the matter 😊

213
Eric Fitz
Employee
2 years ago
A
Andi BNew Participant
asked in Conversations
How do I connect a Google Group alias to Intercom?

Hi! We're trying to to connect our Google Group email alias to intercom, but we're not sure what selections to make on the routing instructions. Does anyone have any best practices or advice? Attached an image of where we're stuck! Thanks!

5811
Eric Fitz
Employee
2 years ago
U
User393Connector
asked in Conversations
Is there a way to set up Inbox Rules to Automatically Tag user-generated ratings?

The goal is to automatically add a tag to terrible, bad, and OK conversation ratings automatically after the rating is applied. Then use that tag to search & sort conversations for review in Klaus.

232
U
2 years ago
U
User718New Participant
asked in Conversations
Is there a way to limit the number of times a conversation can snoozed?

And also if I want to restrict the amount of time a conversation can be snoozed? Is there any ready settings available to do this or any customization can be done to achieve this.

171
A
Employee
2 years ago
N
Nina HNew Participant
asked in Conversations
When forwarding support emails from a group email address, is there a way to remove formatting on images/signatures so that this is easy to read?

Even if the message itself is only a couple of words long, the email signature and other embedded links significantly expand out the email. Is there a rich-text view which makes these images viewable, or a plain text view which strips these out entirely so that we can focus on the content in the message?

271
Eric Fitz
Employee
2 years ago
G
Gene RNew Participant
asked in Conversations
Does each conversation have a number?

We are moving to Intercom away from Freshdesk, which is a typical ticketing system, for all of our customer support.  I am new to some of the concepts of using Intercom and wanted to understand how each request is organized in the system. The reason is we need to track things a certain way for our SOC2 testing.  Thank you!Gene

421
L
Employee
2 years ago
N
Nina HNew Participant
asked in Conversations
When forwarding support emails to intercom inbox, is there a way to apply custom email signatures instead of the default intercom "Username from Company Name"

When forwarding support emails to intercom inbox, is there a way to apply custom email signatures instead of the default intercom "Username from Company Name"

151
L
Employee
2 years ago
U
User772Connector
asked in Conversations
What is the best way to remind a teammate to tag a conversation?

As questions states, not all our conversations are tagged, which is something I want. Usually we tag one conversation with only one tag. I looked into conversation attributes, but from the looks of it, it's visible to the customers? I dont want that.  Is there a way I can use conversation attributes the same way I use tags today? With it all being required before closing conversation?

1131
L
Employee
2 years ago
U
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!

5111
Eric Fitz
Employee
2 years ago
A
Andreas B12New Participant
asked in Conversations
Auto-Reply: as solution for no signature feature.

Hey guys, we are a german based company, in e-mails we are comitted to post our company details to emails. There is no Signature-Feature in Intercom, so we tought about a workaround. The workaround would be:Get Message from Customer per E-MailIntercom send an auto-reply [JUST FOR E-MAIL Conversation]Text would be like: We are currently very busy and write you as soon as possible. [Now our company details, that are required from german law.]From now on, we dont send any company details, but we had it in the first response, so the law-situation is fine. Any ideas how to set it up, that every FIRST Message via EMAIL get an AUTO-REPLY? Thanks for help! Andreas!

716
M
2 years ago
C
Chris B19New Participant
asked in Conversations
Can I have a user (Representative) with access to multiple inboxes, but only receive new conversations when in active status from a one specific inbox rather than all inboxes?

I have a representative that should only receive new conversations via round robin from a specific inbox but I want this user to have the access and ability to send outbound from any inbox. How can I specify a "primary" inbox? I only want the "active" status to apply to a specific inbox.

161
L
Employee
2 years ago
U
User873New Participant
asked in Conversations
How to send a one-off email to contact who didn't open last email

I sent few emails, and about half people didn't open it. So I'd like to send an email again to contacts who have not open last email. And also, is there any way to send an email who already opened the last email.

2572
G
2 years ago
E
Elodie ANew Participant
asked in Conversations
How can I separate Messenger conversations and email conversations?

How to separate the messages from "MESSENGER" (needing real time replies) from the support INOX. In our intercom, all messages (from chat and email) go in the same INBOX and we cannot differentiate them

2401
Kevin Bendixen
Top Expert ✨
2 years ago
T
TrishNew Participant
asked in Conversations
Is there a way to automate a message once a conversation is tagged by the team member?

Is there a way to automate a message once a conversation is tagged by the team member?

81
A
Employee
2 years ago
U
User2255New Participant
asked in Conversations
What is the difference between "auto-closed rules" and "setting up the bot itself"?

Hey! In our company, there was a need to screen out a certain type of letters. Task: The client starts a conversation with our bot (for any reason), the bot starts a dialogue with him (starts a task), but the client does not write anything in response. The letter remains unclosed and such letters have to be closed manually each time (and there are many such letters). I searched and found two settings (which seemed suitable to me) 1) Setting up the bot itself- add a closing rule (see screenshot 1), if the client does not write after a certain time, then the letter is closed. 2) Setting auto-close rules (see screenshot 2)- what is its principle of operation, tell us, please. And what is the difference between them?

642
Eric Fitz
Employee
2 years ago
U
User794New Participant
asked in Conversations
Is there a way to automate closing a previous conversation when it comes up that it's a duplicate?

By adding message content filter: "This conversation is likely related to an existing email conversation:"

1062
U
2 years ago
A
Innovator ✨
Adam WInnovator
asked in Conversations
Is there an easy way to "watch" certain conversations that remain open while they're being worked by other teams?

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 ;)

1076
A
Innovator ✨
2 years ago
W
Wayne HNew Participant
asked in Conversations
Are any Intercom experts available to work with us?

We have Intercom at the heart of our business and would like to speak with someone who has experience in setting up the key elements we need for our business. We need access to an Intercom expert person who can set up what we need. We are happy to pay for this service as maybe an Intercom Freelancer frog example. Hoping someone can assist usThanks Wayne

284
W
2 years ago
D
Dillon CNew Participant
asked in Conversations
Why did an email not get forwarded to Inbox?

We use hello@domain.com as a catch-all address. All emails are forwarded to our Intercom inbox. However, we just noticed that one email did not get forwarded to Intercom — we've tested with multiple addresses after this with zero issues. I've reached out to support but figured it would be good to crowdsource some experience as well.

1961
A
Employee
2 years ago
P
Peter RConnector
asked in Conversations
Can I search Inbox by conversation ID?

I must be missing something, but can you NOT search your Inbox by Conversation ID? Surely this functionality exists...

10210
J
2 years ago
S
Sourabh CNew Participant
asked in Conversations
Reply to incoming emails with the same mail ID

Hey all, I've just got our domain verified on Intercom and set up email forwarding from our support@, hello@ and billing@ email IDs. The emails are landing in the Inbox exactly as they're supposed to; however, I'm unable to figure out a way to reply to an incoming email with the same email ID i.e. if I get an email on support@, how do I reply using support@ — these emails are verified on the dashboard? Best,Sourabh

2352
A
2 years ago
A
AngelesNew Participant
asked in Conversations
Why were my Macros deleted?

Someone erased my Macros but the IT person in my company states there are no activity logs showing my Macros were deleted. Can you tell me how is that posible please?

1241
Eric Fitz
Employee
2 years ago
U
User140Active User
asked in Conversations
How do I set up an auto-responder for inbound emails?

We are reducing our support coverage over the upcoming holiday. When customers email us, we want to send an auto-responder via email that tells them we are offline and will be back soon! I know we can set this up on the email provider side, but not sure how that integrates with Intercom or if there is a setting within Intercom. Thanks in advance!! 🙏

1113
Eric Fitz
Employee
2 years ago
I
IntercomCustomerActive User
asked in Conversations
Email Signature Stripping

Most of our customers leave the chat and reply over email the rest of the lifetime of the conversation. When they reply, intercom doesn't even attempt to strip their really long email signature. Can intercom please fix this?

132
I
2 years ago
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User2202New Participant
asked in Conversations
Is there a "classic" ticketing solution possible with Intercom?

We are using Intercom to engage with our sales force and many of them are repeat users meaning they contact us regularly and sometimes with new issues while another is still open.  So right now using the messenger can be very confusing for them because it is just one wall of text. Is there a way to visualize separate conversation streams in the messenger and log them as separate conversations? More like a classic ticket approach where users can check the status of these individual requests. Thanks!

694
U
2 years ago
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