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Conversations

Intercom's blazingly fast next-gen Inbox

475 Topics
1,354 Replies

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475 Topics

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Eric B11New Participant

asked in Conversations

We're seeing a several minute delay in chats sitting in the inbox before assigning to agents who are available. Is there a way to fix this so our CX is not impacted with longer wait times?

We've noticed that once an interaction gets through the custom bot flows and is placed in an inbox, there is a several minute delay before assigning that chat to an agent. We're seeing this impact both our wait times and our team efficiency as chats tend to add up quickly in the queue during peak hours. Would love any advice someone may have on how to resolve this!

3 years ago

Leo LNew Participant

asked in Conversations

Is it possible to auto-close a conversation after a certain period of time?

Is it possible to set up a rule If the user didn't respond to the last message in the x hours period then automatically close the conversation?

3 years ago

Mathias ANew Participant

asked in Conversations

How do you stay in the loop?

Hi Everybody, We're a small SaaS company (https://trysmartplan.com using Intercom for our Customer Service. I'm the co-founder of the company and in the beginning I did all the customer support. Now we have 5 part time employees covering our customer support shifts. After hiring employees for this job, I have found it hard to stay in the loop of what kind of support we have. Yes I talk to my employees and yes they report feature requests etc. But to feed my gut feeling about what is going on I have to click through a lot: closed, snoozed and open. The same goes for Quality Assurance. How do you make sure the quality of the responses are good enough? I would love to hear if this is something you also struggle with or if it's just me :) Hope you are all safe. Best regards,Mathias

3 years ago

User23New Participant

asked in Conversations

How can I see my teammates' closed conversations?

Is there any opportunity to see all previous chats of my teammates if they closed them?

3 years ago

User333New Participant

asked in Conversations

How can I forward emails with attachments?

Hi, New to Intercom and apologies if a basic question! We have emails auto forwarded to chat from our generic website email address. We occasionally have to forward these emails on to employees within the organisation who are not users of Intercom. How can we cc / forward others into an email response? Also ensuring any attachments are also sent?? Also, a copy of the emails also get sent to a Reception computer - is there anyway for that inbox to show that an email was responded to within Intercom? Thanks in advance!!

3 years ago

HaneenNew Participant

posted in Conversations

Can Operator gather conversations and user attributes from an inbound email?

Is there a way to allow customers that are contacting us via email to get an auto response and have them somehow fill the conversation attributes we need? We have customers that use an on premise not SaaS product. They reach out to us mainly via email. Can we send an auto response back only to conversations inbound via the email channel?

3 years ago

User307New Participant

asked in Conversations

How is median response time computed?

We have agents wherein they are on Away status and yet their median response time is high?

3 years ago

Jack B11New Participant

asked in Conversations

How to upload 100+mb video from iPhone

3 years ago

David P13New Participant

asked in Conversations

Im looking for a way to get the inbox view when i click a lead/user.

We offer phonesupport and when a customer is calling in i would love to have the same view in order to use for example quicklinks and see the lead/user in the same way as i do when they are chatting or emailing with us. How is this possible?

3 years ago

Erika DNew Participant

asked in Conversations

Missing Inbound Support Email in Inbox: A client emailed our support email address and the message did NOT make it into our Inbox! How can this be?

What is worse is we don't know how many more there may have been that we missed! I only learned this because the client sent a follow up email to my email address. Anyone experience this before? How can I troubleshoot and resolve the issue? Waiting on Intercom support but with 24 hour plus wait for a reply..I thought maybe someone here could help??? NOTE: I have tested the support email address and my emails are being delivered. I am at a loss! Help!

3 years ago

Zarina ZNew Participant

asked in Conversations

Can I group my Saved Replies into folders?

Hi! Could you help me please? I'm looking for the possibility to combine my saved replies into folders. Do you have such functionality?

3 years ago

Inter C12New Participant

posted in Conversations

Does Intercom have any ticketing workflows?

How can I help my team get as much context on a conversation as possible before it’s assigned to them?

3 years ago

Inter C12New Participant

posted in Conversations

Can I group conversations by attribute or tag?

Can I view certain kinds of conversations, grouped together, in real time in the Inbox?

3 years ago

Inter C12New Participant

posted in Conversations

Can I prioritise a reply to an auto message based on keywords?

Can I mark a reply to an auto message as priority automatically if a customer’s reply contains certain keywords?

3 years ago

Inter C12New Participant

posted in Conversations

Can I reassign replies to auto messages based on keywords?

Can I reassign a reply to an auto message automatically if a customer’s reply contains certain keywords?

3 years ago

Inter C12New Participant

posted in Conversations

Can I prioritise a conversation based on keywords?

Can I mark a conversation as priority automatically if a customer’s reply contains certain keywords?

3 years ago

Inter C12New Participant

posted in Conversations

Can I auto reassign a conversation based on keywords?

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

3 years ago

Inter C12New Participant

posted in Conversations

Can I prioritise conversations that have been waiting for a reply?

Can I mark a conversation as priority if it hasn’t been replied to within a certain time frame?

3 years ago

Inter C12New Participant

posted in Conversations

Can I auto reassign a conversation that hasn't received a reply?

Can I reassign a conversation if it hasn’t been replied to within a certain time frame?

3 years ago

Inter C12New Participant

posted in Conversations

Can I tag a conversation that's been waiting for a reply?

Can I tag a conversation if it hasn’t been replied to within a certain time frame?

3 years ago

Inter C12New Participant

posted in Conversations

Can I get reports emailed to me automatically?

Can I set up my reports in such a way that I am regularly emailed a PDF version?

3 years ago

Inter C12New Participant

asked in Conversations

How can I tag a conversation?

How do I add a tag to a conversation? I can’t find the option.

3 years ago

TithoSuper User

posted in Conversations

Live Reporting

Keen for commentary on how y'all approach live reporting - our only major gripe with the Inbox experience is the lack of live reporting that you would want from a traditional 'live' engagement channel. How do you approach live reporting?What metrics do you focus (obsess) on?How you you link this back to the OOTB reporting Inbox offers? NB: Have been on the recent reporting BETAs, which are a small step in the right direction but still not live.

3 years ago

Inter C12New Participant

asked in Conversations

How can I automatically assign new conversations?

I want new conversations to be automatically sent to a specific person or team, how can I set that up?

3 years ago

Inter C12New Participant

asked in Conversations

How can I get notified of new conversations?

How can I know when new conversations come in from my customers?

3 years ago

Page 19 / 19

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