Conversations

Intercom's blazingly fast next-gen Inbox

  • 507 Topics
  • 1,454 Replies

507 Topics

C
Ceili SollidayNew Participant
asked in Conversations

Label Previous Messages

We’re just starting out with Intercom and are currently completing internal testing of our support chat workflow. One suggestion we’ve received from a tester was to label previous conversations so our customers can easily find a specific chat in their message history. Is it possible to label or tag conversations that will be displayed to the customer?  

2
C
1 month ago
I
InnocentNew Participant
asked in Conversations

AI customers' feedback and suggestion collection

Hi there! Could you please advise, if there is an AI tool or app that automatically scans Intercom conversations and collect the customer’s feedback, wishes, suggestions?

4
E
1 month ago
J
Joseph D'souzaNew Participant
asked in Conversations

Best VOIP Integration for Intercom in 2024 ?

Could anyone suggest me the best VOIP Integration for Intercom in 2024 ?

3
E
1 month ago
P
PacoNew Participant
asked in Conversations

Using API to capture Lead Data

Is there a way for Lead data to be captured using an API? I’m a little lost and wanted to see if that is even possible.

1
C
2 months ago
D
Deepak JaiswalNew Participant
asked in Conversations

how to update relation type attributes

how to update relation type attributes using api. I have created one conversation attribute let say Items in Conversation of type relation. I want to update it using api. The API is giving success response but not updating the value. Can you help me with this?

1
E
2 months ago
A
Amy_BBNew Participant
asked in Conversations

2 profiles on FIN AI Agent

Hi thereWe have set up two profiles for the FIN AI Agent.One profile is a support bot that we’d like to show within our app and platform. The 2nd profile is a lead qualification bot that we’d like to show on our website. Currently the 1st profile support bot shows on the website as well.We’re tried various filters on “Show Fin to” and we can’t seem to get it working. Any ideas on which filters we should be using?My best, Amy

2
A
2 months ago
T
Tobias olssonNew Participant
asked in Conversations

Google Chat

We using internal communication through google chat. My question is, can we integrate google-chat messages into an separate inbox in Intercom? Any ideás? 

1
aykut.aydin
2 months ago
A
Adriana SgarabottoNew Participant
asked in Conversations

I need help

Hello everything is fine?I'm not able to activate the news center on the icon along with the messages and help.I made the settings according to the article (https://www.intercom.com/help/en/articles/6362267-getting-started-with-news#h_00b6f162d7) but it is not available.Is this functionality linked to another within the tool? Well, we won't be using the massager for now.Please, I await your guidance.Thank you very much!Adriana 

1
aykut.aydin
2 months ago
K
karol tNew Participant
asked in Conversations

Using conversation attribute in macro.

Hey!Is there a possibility for macros to use values set in custom conversation attribute?I have some extra information that I store in custom attribute but I see no way of using it in the macro.

4
M
2 months ago
T
Thomas Lannie-SharpNew Participant
asked in Conversations

Abandon message creation

I often find myself writing part of an email, which I then don’t want to send anyway. When I then want to write another message, the old message, the receiver, and the subject is still there. Is there a way to “abandon” message creation that deletes the message I’ve written + subject + receiver?

2
T
2 months ago
D
darshanhiranandaniNew Participant
asked in Conversations

Darshan Hiranandani - How to Restrict Outgoing Emails from a Domain with Exceptions?

Hi team I’m Darshan Hiranandani,I'm looking for some advice on implementing restrictions for outgoing emails from a specific domain while still allowing exceptions for designated accounts. Does anyone have experience with this or know the best approach to achieve it? Your insights and suggestions would be much appreciated!

1
Nathan Sudds
Expert User
2 months ago
E
Eren HasipNew Participant
asked in Conversations

Is there a way to Merge Multiple Tags into One

We have multiple tags created that reference a single issue, is there a quick way to unify them as one tag?

2
R
2 months ago
S
sebastian24381New Participant
asked in Conversations

History of notes from one software to Intercom

 Hello,we did’t start with Intercom yet. Currently our agents insert some note after having a call with our customers, like a short summary.So they write some sentences in a memo field and this will be saved in our Software. If we start in intercom we need to transfer this "history" of notes. Maybe someone can help us with the following questions:1.) How do we go about transferring these notes into Intercom? 2.) Where can we display such information in Intercom so that our agents can reproduce notes of the past? Here is a screen of notes in our current software: We would like to transfer such information in a section of this right section. Where can we arrange the notes?  Maybe someone can help us. Many thanks, Sebastian  

2
S
2 months ago
J
Jessie7213New Participant
asked in Conversations

Conversations participated in per active hour (Does Calls get included?)

Hey Gang!I need to clarify- does conversations participated per active hour also include the calls taken by a teammate?I am assuming yes as generally a call is linked to a conversation.TAI!Jessie 

1
Jennifer K
2 months ago
H
Helga KrugerNew Participant
asked in Conversations

Exporting data and attachments

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

1
Nathan Sudds
Expert User
2 months ago
C
Craig TitheringtonNew Participant
asked in Conversations

Auto notify users on conversations via notes in automation / workflow

Anyone found a way of auto notifying a “user” in the system via a note in a conversation for customers they may care about.  We have the odd use-case where specific types of conversations or companies/users are of interest to users, but I have not been able to add users to automation workflow.EG. Keywords are of interest to a particular user and we let them know automatically via tags?Use Case below, I tested using Owner Name from Salesforce (via native and ETL source) and @mentions do not work.  

2
Nathan Sudds
Expert User
2 months ago
V
ViratNew Participant
posted in Conversations

Why is my Inbox app throwing a generic error message on the conversation sidebar?

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

11
W
2 months ago
M
Mitali SaxenaNew Participant
asked in Conversations

Assignee Name

Is there a way to show the name of agent to whom chat is assigned on messenger?

5
Nathan Sudds
Expert User
2 months ago
D
Deniz OguzNew Participant
asked in Conversations

What features does intercom have to make communication more accessible for individuals with disabilities using assistive technology?

 Assistive technology can make communication more accessible for individuals with disabilities who want to use digital messaging. Some examples below: Text-to-Speech (TTS) Software Speech Recognition Software Braille Displays Accessible Messaging Apps Predictive Text and Auto-Correct Audio messaging supportAre there any of the above examples or possibly anything else that Intercom has which can benefit users of assistive technology? 

1
mateusz.leszkiewicz
2 months ago
L
Leo MayNew Participant
asked in Conversations

Hyperlinks in conversations sent via email are not opening

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

4
Jacob Cox
2 months ago
U
User2149Connector
asked in Conversations

Is there already a timeline on the merging conversations feature?

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

7
A
2 months ago
A
Aaron LifshinNew Participant
asked in Conversations

Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

11
A
2 months ago
M
Matías GuerreroNew Participant
asked in Conversations

Hide specific conversation from messenger

 I want to build a specific interface for a specific AI bot, only accesible from a specific screen. Because it's a mvp I don't want these chats to appear in the side messenger from support, nor receive push notifications when AI replies.Still I don’t find the way to do this so I thought maybe the API has a hacky way to achieve this, such as message through a hidden or archived a conversation.thanks

1
mateusz.leszkiewicz
2 months ago
L
Landon VNew Participant
asked in Conversations

Is there a way to send an automated custom message when my rule closes a conversation automatically.

I have a rule that closes conversations after 5 minutes of inactivity from my customer however I also want to send a custom automated message when this happens such as "Because you irresponsive for 5 minutes I had to close the conversation however you can reopen this conversation at any point after reading". Does this feature exist? Thanks

7
Jacob Cox
2 months ago
S
Sheena MilesNew Participant
asked in Conversations

Conversations Search code not returning any values

I am trying to pull all of our poorly rated conversations to then analyze the data and understand where we have gaps. I’m using the API with the code below: {"query": {"operator": "AND","value": [{"field": "conversation_rating.score","operator": "<","value": 3}]}}However, it doesn’t return any values (posting the returned code as well). I know the conversations are there, because when I retrieve them 1x1 I can see them, but this doesn’t provide me anything. Can anyone see anything glaringly wrong? I’m using the 2.10 API. Headers are also below.{"type": "conversation.list","pages": {"type": "pages","page": 1,"per_page": 150,"total_pages": 0},"total_count": 0,"conversations": []}  

1
Jacob Cox
2 months ago
Ask a question
Terms & ConditionsCookie settings