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  • 576 Topics
  • 1,603 Replies
576 Topics
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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!

5400
Eric Fitz
Employee
2 years ago
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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!

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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.

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L
Employee
2 years ago
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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.

2640
G
2 years ago
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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

2470
Kevin Bendixen
Top Expert ✨
2 years ago
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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?

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A
Employee
2 years ago
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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?

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Eric Fitz
Employee
2 years ago
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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:"

1120
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 ;)

1090
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Innovator ✨
2 years ago
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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

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W
2 years ago
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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.

2170
A
Employee
2 years ago
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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...

1020
J
2 years ago
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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

2390
A
2 years ago
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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?

1280
Eric Fitz
Employee
2 years ago
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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!! 🙏

1190
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?

170
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!

720
U
2 years ago
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User164New Participant
asked in Conversations
Unable to detach a tag from the conversation completely

Hello Guys, IMPACT: HIGH We're using the following API to detach a tag from the conversationhttps://developers.intercom.com/intercom-api-reference/v2.1/reference/detach-a-tag-from-a-conversation But the API is detaching the tags from all the messages APART from the first message in Inbox. We need the tag to be detached from the conversation entirely.  This is P0 for us and prompt help would greatly be appreciated Regards

30
U
2 years ago
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LiborActive User
asked in Conversations
Automatic rule to reassign conversation from teammate to team does not work when resolution bot was involved

Hi all, We have just started using automatic assignment of conversations with the balanced strategy. It works fine so far. But I would like to apply a "safety" rule - if the teammate has not reacted within 5 minutes, the conversation should be reassigned to the whole team inbox. There is a nice rule available "A new conversation hasn’t received a reply in X minutes". I prepared the rule, but it isn't working. As the Resolution bot is the first one handling all the conversations, the conversation actually received some response.  Is there any way to exclude the bot from the condition? Or is the issue somewhere else?

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A
Employee
2 years ago
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Leonard SNew Participant
asked in Conversations
Can I forward emails sent to a specific address refer to a specific team in Intercom?

For example, support@ourcompany.com to support, compliance@ourcomapny.com to the compliance team, or developers@ourcompany.com to our developers. So only the regarded team can see the emails and send replies.

2700
L
Employee
2 years ago
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IntercomCustomerActive User
asked in Conversations
Feedback - Intercom Dashboard

The new intercom dashboard that was pushed is a "inbox premium" feature. It's really unfortunate that this is not at least a "pro" feature and up. Not pleased with this!

120
I
2 years ago
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BunnaNew Participant
asked in Conversations
Can conversations automatically reassigned from a teammate follow round-robin?

When a team member is set to away & reassigning, and a user responds to a message, the message does not follow the round robin rule, but rather remains in an unassigned state. How would one automatically allow the message to follow the round robin rules?

690
L
Employee
2 years ago
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User2150New Participant
asked in Conversations
Can I format email replies sent from Inbox?

Hello Is there a way to send Email to my customer (from the Intercom inbox) that just looks like normal e-mail? So that my customer don't actually know I am talking with from Intercom Inbox ?

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Milan
Expert User ✨
2 years ago
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User2150New Participant
asked in Conversations
Send google calendar APP by E mail

HelloI did a Reply by mail from Inbox and I sent a google calendar APP.In my intercom Inbox the calendarAPP display correctly but in my client gmail account he only sees ' You have been sent an app" Click here to openIs there a way to directly display the calendar in the e mail or at least say that it's a google calendar App that has been sent?Thank you

170
A
Employee
3 years ago
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User52Active User
posted in Conversations
www.intercom.com

Are you looking for a real Ninja in your conversation queue? Check us out - Support Ninja You can easily automate your follow-ups, trigger multiple actions in one-click and keep your inbox clean. We'll snooze the conversation, send automated follow-ups, close the conversation and even reopen it for you 😱  That's not all, we will even merge your duplicate conversations and have everything centralized so you get to “really” focus on what most important, your Customers 😍

240
U
3 years ago
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