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Hi, is anyone else having the problem where tags sometimes don’t appear in the conversation? The conversation events show that the tag is applied, the tag is active, and it ends up in the right views, but we can’t see the tag in the conversation itself. This means we can’t remove tags when needed, causing conversations to remain in specific views even though we want them out.So far, we’re manually tracking each conversation where a tag needs to be removed. I can’t wait for the day this issue is finally resolved, though I expect we’ll still have about ten days of work to undo the damage by then.We contacted Intercom's support department at the beginning of June(!), and they acknowledged the issue, promising to resolve it as soon as possible. I guess it's not a major issue for them, but it has a significant impact on us. We've followed up every few weeks, but we keep receiving the same response. I’d be very surprised if we were the only company facing this issue—are others out there expe
Providing a Subject heading on each Message after the Conversation is closed.That way, users can see the subject and refer back to their conversations by topic.
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.?
Hi!I am oftenly using Intercom while browsing other Chrome tabs.When I am focused on one issue, and focused on another tab opened to find a solution to it, I find it very distracting to have the intercom tab name switching non-stop to tell me about notification from other conversations. The name of the tab moves every 10 seconds from the name of the open conversation to notification about other messages coming in. Is there a way to block it? I do not have preferences on what appears as the name of the tab, for as long as it stays still. NB : setting my status as away does not work. Thanks a lot for your help.
Hi Intercom Community,I need help understanding a couple of things about "Next Response Time" (NRT): How is NRT calculated? Is it based on each customer message and team response after the initial reply, and how does Intercom determine if it's "hit" or "missed"? Can I calculate NRT from the API? I don't see specific fields in the conversation object for NRT. Is there a way to derive it from available data (like time_to_admin_reply or median_time_to_reply)? Any insights on tracking NRT via the API or understanding the SLA logic would be greatly appreciated!Thanks,
We are seeing an increase of conversations that are not tagged, but i cannot see to find any reason to why this keeps happening. Nor do i have insight to why in the FAQ. Any tips?
Hello there, Is there any outage on Intercom today, it doesn't seems to work. Please help! Best Regards,
a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.
A colleague calls me and says “Please open ticket 2138”how do I quickly go to ticket 2138?Please enable a keyboard shortcut / search to go to tickets quickly
Hi! I’ve been having trouble with our help desk because conversations automatically reopen when adding a note for a teammate. Is there a way we can leave notes for each other without reopening a conversation every time?Thanks!
Our team currently uses PowerDialer AI for sales outreach, and I've recently learned about its integration capabilities with Intercom. I'm interested in hearing from those who have experience with a Dialer + Intercom integration.I'm particularly curious about the effectiveness of syncing call data, automating follow-ups, and managing customer interactions through Intercom when integrated with a Power Dialer. Any insights on potential challenges or tips for optimizing the workflow between these two platforms would be valuable.If you've implemented this integration or have relevant experience, I would appreciate your thoughts and recommendations. Your input could significantly help in evaluating and potentially improving our current processes.
When opening the keyboard to type into an Intercom messenger convo, the keyboard is hiding the text entry, making it impossible for users to see what they’re typing. Has anyone found a workaround?
Is there any way to set up a process so that when a back-office ticket is set to “Resolved”, the linked conversation is automatically re-opened? Ideally, I would also like for that conversation to be re-assigned if the original assignee is set to Away & Reassigning, if possible. So the flow is:Agent speaks to customer Agent escalates issue to internal team by raising a back-office ticket Agent informs customer and closes conversation Back-office ticket is changed to “Resolved” and closed Original conversation is automatically re-opened so that the agent can inform the customer If that agent is no longer available, the conversation goes back into the queue and is assigned to the next available agent
We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?
If a customer says ‘Hi Sarah’ I want it to automatically get assigned to Sarah. However, I ALSO want it to be assigned to sales so that sales is credited for the response in the data tracking.
Does anyone know how to make it so that when a ticket is resolved, the conversion tied to it is also closed ?
We recently moved to 24/7 support and have several agents with 3 or 4 days between their shifts. One of our SOPs is that a thank-you convo from a user will be assigned to the agent who helped, so they can get the CSAT survey.We now have convos sitting for multiple days in an agents inbox waiting for them to return to work, dragging their subsequent response time down. We can snooze them, but customizing the snooze time to everyone’s schedule is more clicks than we want to deal with.Is there any way (via workflow or any other option) to “snooze until agent is active again”? This would solve so many problems for us!
HelloI’m having trouble with Intercom’s Product Tours feature. I’ve set up a tour that’s supposed to trigger for new users upon their first login. However; the tour isn’t starting automatically as expected.🙁I’ve confirmed that the tour is set to trigger for new users (those who’ve signed up within the past 1 day). I’ve set the trigger based on a custom event that records a user’s first login. I’ve double-checked that the tour is published and not in draft mode. Tested across different browsers to ensure it’s not a compatibility issue. Ensured that the users meet all the criteria for the tour to start. I have checked https://community.intercom.com/getting-started-with-intercom-43/what-to-do-when-product-tour-is-not-firing-troubleshooting-guide-6899-splunk reference guide but still need help. Despite these efforts; the tour isn’t triggering. Could this be related to a delay in event tracking; or is there something else I might be missing? Has anyone experienced similar issues; and what
Currently, when I'm in a conversation in Intercom, I have to manually click the "Send" button to send my messages. I would like to send messages simply by pressing the "Enter" key. Is there a way to change this setting so I can use "Enter" to send the chat? It would make the process much quicker and more efficient for me.
I want to export Contacts including custom attributes and events in the CSV file.
Hi Team,I am Darshan Hiranandani, have two different tickets that address essentially the same issue, and I would like to merge them into one. I’m wondering if the feature to merge tickets has been developed or if it’s planned for future updates.If anyone has insights or updates on this, I’d appreciate your suggestions or ideas on how to handle this situation in the meantime.Thank you!Best,Darshan Hiranandani
This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?
