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Intercom's blazingly fast next-gen Inbox

  • 581 Topics
  • 1,629 Replies
581 Topics
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EdvinConnector
asked in Conversations
How to exclude auto-replies from Inbox?

We send newsletters via MixPanel. Every time a new wave of emails goes out, we received hundreds of auto-replies or OOO from that campaign.  We already disconnected the emails from Intercom, but auto-replies are still sent to the Intercom inbox. Please help us as it is very anoying. 

4000
R
Top Expert ✨
3 years ago
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User493Connector
asked in Conversations
How can we better deal with 'reassigned' conversations on round robin?

We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do!  Thanks! :)

3120
Eric Fitz
Employee
3 years ago
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User386Active User
asked in Conversations
Is it too soon to ask that you add the ability to @ mention people and leave notes as part of macros?

In some cases - we need to bring in certain people (but not assign to them). Even without the @ mention part - we could really use adding a private note to the ticket as part of the macro. Sometimes we need to leave an internal note for another department after we have responded to the customer.

270
Milan
Expert User ✨
3 years ago
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User1075New Participant
asked in Conversations
Inbox rules and conversation priority

Hi! Would it be possible to make an inbox rule _not_ trigger when the conversation is marked as priority? Many thanks :) 

1050
Milan
Expert User ✨
3 years ago
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NatalyaNew Participant
asked in Conversations
How can I completely remove an email from intercom so that messages don't come up when that email is CC'd?

I cannot find evidence of that email anywhere! i have removed all emails from email forwarding and cannot figure out why automated responses are still coming in from that email

3390
R
Top Expert ✨
3 years ago
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User1075New Participant
asked in Conversations
Inbox rules to apply only to email (not chat)

Hi, I'm trying to make an inbox rule that only applies to conversations where the channel is email and it's during office hours. This is what I thought would work, but it isn't. Any ideas? :) 

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3 years ago
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Nicole PNew Participant
asked in Conversations
Email notifications

Hello guys :),How can I turn off the email notifications of replies in-app conversations?Is it possible?

6350
R
Top Expert ✨
3 years ago
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Top Expert ✨
RoyExpert User
asked in Conversations
Problem with away status

Hi 👋  Based on Intercom documentation: "If a teammate has been inactive in Intercom for over 5 minutes, they'll appear as 'away'" However, in our case, even after 30-40 minutes of inactivity, the teammate status not setting on Away.  During Auto Assignment, team member status is quite important. That's why I requested a feature that would control the working hours and automatically set the Away status. But before this feature becomes available, why does automatic Away status not working?

2710
Eric Fitz
Employee
3 years ago
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AdaNew Participant
asked in Conversations
How to answer only sender and not people on CC when answering an incoming email?

We have a lot of customer who put other people in their company on CC whenever they have a query for us. When the email is forwarded from our support email to intercom inbox all the people on CC shows up on the conversation detail bar. This means that if we answer through Intercom, they will all get the email. We wish to keep them on CC and rather have the original sender only as the main recipient.

4250
S
3 years ago
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Jessica W11Active User
asked in Conversations
Is it possible to automatically tag a user based on the message copy?

For example, every time one of our agents sends a message that contains the text: If you like this deal, just click “Continue with this offer” and we can get your deal started." I would like to auto tag that as "Offer sent" - is this possible?

1480
R
Top Expert ✨
3 years ago
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User1001New Participant
asked in Conversations
How can I sort my customers between "free" and "paying"?

Just some clarifications, how do I sort out customers who are FREE & PAYING? Since we have 2 types of customers who are asking about our company. It also differs from our level of support to them. How do I manage inbox wherein FREE customers those who haven’t availed of any plan goes to our FREE inbox and PAYING customers goes straight to our “PAID CUSTOMERS” inbox? And if we want other folders under PAID AND FREE how do we go about this. 

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3 years ago
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LaMintActive User
asked in Conversations
Do saved replies/macros have a unique URL so that I can link to a specific one directly, externally?

In Zendesk each macro had a unique URL, Is there any way to access something like this in intercom? This would be helpful to have for our external documentation of our macros, so we can link directly to the macro we want to. In the editing macros section, even when you have a macro open for editing, the URL simply takes you to the general macros 'basket'.

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L
3 years ago
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NatalyaNew Participant
asked in Conversations
How can we efficiently filter out automated response emails?

We have filtered them out in spam but they are still getting through the filter to the inbox

1300
R
Top Expert ✨
3 years ago
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User976New Participant
asked in Conversations
How can I create a user conversation for a website event?

Hi, How do a initiate a conversation from the users whenever they do certain action on our website so that our team will be notified and then follow up with them. For example, we have a assignment upload form on our website, where we would like to initiate a conversation at Intercom when the users uploaded their assignment, so that our team will be notified and resume their conversation with the users as they are reviewing their assignment. I tried to look for Javascript SDK to create conversation programatically so that I can trigger it after the users uploaded their assignment, but no luck.  Appreciate any thoughts and ideas to implement this. Thanks!

3010
R
Top Expert ✨
3 years ago
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User934New Participant
asked in Conversations
Do team inboxes have associated email addresses?

Do teams have emails teamname@companyname.intercom-mail.com? 

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Eric Fitz
Employee
3 years ago
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User441New Participant
posted in Conversations
I'm looking to drill into individual Support Rep reports in Intercom; specifically the time they spend in Intercom; time they assigned their first conversation, how many conversations they're handling per hour etc.

I know improvements have been made to reports but they still seem very basic, unless I'm missing something? Thanks

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3 years ago
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IntercomCustomerActive User
asked in Conversations
Searching Conversations

Is there a way to search "full text" through the conversations? For example if I am looking for any conversations that include the word "circle" or something. I do not see much search options unless you explicitly tag something.

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Kevin Bendixen
Top Expert ✨
3 years ago
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User955New Participant
asked in Conversations
What's the best way to send a follow-up email to a customer, summarising their chat?

I would like to send "recommendation" emails to customers following a chat to summarize the discussion to be kept as a reminder of actions to take. Each customer will have a personalized email, so the design can be a template but not the content. What would be the best way to achieve this? Can the email be created/sent from Intercom or should I connect with Mailchimp?

1260
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3 years ago
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GinaNew Participant
asked in Conversations
Is there a way to retrieve deleted conversations?

Need to recover an old conversation from a customer as I'm investigating a claim, this was cleared so I cannot find it. Is there a way to retrieve this?

5100
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Top Expert ✨
3 years ago
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IntercomCustomerActive User
asked in Conversations
Can you please add the ability to filter views based on "tag is not present" - I notice all of the filters don't have a "present" or "not present" option which is presenting challenges for us.

Can you please add the ability to filter views based on "tag is not present" - I notice all of the filters don't have a "present" or "not present" option which is presenting challenges for us.

1360
I
3 years ago
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Elliot KNew Participant
asked in Conversations
How can I automatically tag users and leads when a conversation is closed?

Hi all! We're attempting to set up a flow by which Users/Leads are tagged with a specific tag when a conversation with them is closed (that tag is then used to add them to a Series). I'm not seeing a rule trigger that supports this flow. Would we need to set up a custom app with the conversation.closed webhook topic? Or anyone have a good workaround for what we'd like to do, which is "when conversation closed, tag user with X"? Thanks!

870
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Top Expert ✨
3 years ago
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User556New Participant
asked in Conversations
How to create inboxes with complexity levels ?

Redirection of conversationsHello everyone 👋 How do you disperse conversations at customer cares? 🙂  I would love to be able to create different inboxes by level of complexity 💪  🙅 Natively with Intercom it seems complicated or even impossible💡 With a custom bot that sorts, it requires asking a lot of questions to redirect👯 With one entry point and one or two customer cares that redirect all day to the right inboxes🏃 With auto tags + previous point... Does anyone have this kind of use? What did you set up?If you have other ideas as well, I’m interested in 😇  Thank you 🙏

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3 years ago
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User888New Participant
asked in Conversations
Searching by mention?

Hey y'all, hope you're having a great weekend! :) Has anyone found a way to search by mentions other than your own? For example, if Sally handles all tour requests, I'd like to be able to search "@Sally" to pull up every time she's been mentioned. I've tried this in search, but didn't have any luck. Any advice would be so appreciated! Thank you!

1220
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3 years ago
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User900New Participant
asked in Conversations
Can we send a conversation rating request more than once?

Is it possible to send customer a request to rate the conversation after ticket was closed second/third time? as now it only sends automatically first time the ticket is closed

2340
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Top Expert ✨
3 years ago
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Emily S11New Participant
asked in Conversations
How do I schedule a message to only be sent on weekends?

I'm trying to create an Outbound email that is sent to a specific group of customers only on the weekends. I want the message to trigger when someone emails us over the weekend. When I click on "When to send this" to add a rule, there's only "Add URL" "Time on page".  I've tag the Group that I want it to go to, but I just realized that it started sending the email without a customer first reaching out.  How do I fix this? 

970
Eric Fitz
Employee
3 years ago
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