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  • 581 Topics
  • 1,627 Replies
581 Topics
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david meakinActive User
asked in Conversations
Multiple locations in company data

Hi I’m looking for a way of adding many sites to the company data field. We currently deal with large companies that have many sites across many countries. Is there a way of putting this into the company data fields as it seems like this currently only likes one answer.For instance company “A” has a head office in London but has 20 other locations they operate out of each requiring there own support. So company fields will ideally have these attributes:name- Company Alocation (this needs to be able to take multiple locations) - Liverpool, London, Manchester etc only need one answer per ticket.Territory (this needs to be multiple different countries) UK, Ireland, Switzerland etc. Again this only needs one answer per ticket.If this cant be achieved what would be the best way around this?

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M
2 months ago
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Support InvestMatesNew Participant
asked in Conversations
How do I create a view where I am waiting for customer response on intercom

I want to add a view where where we I can see the conversations where we are waiting for customer to reply.

431
mateusz.leszkiewicz
Intercom Team
2 months ago
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marcusHNew Participant
asked in Conversations
Is Live chat currently down?

Is Live chat currently down?

906
aykut.aydin
Employee
2 months ago
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Support AdminNew Participant
posted in Conversations
Conversations tags not visible

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

611
mateusz.leszkiewicz
Intercom Team
2 months ago
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davidknoerrNew Participant
asked in Conversations
Providing a Subject heading on each Message after the Conversation is closed.

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. 

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2 months ago
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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.?

32914
godofprogrammer
2 months ago
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Manon STANGUENNECNew Participant
asked in Conversations
Blocking tab notification

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.   

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godofprogrammer
2 months ago
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360dialog TeamNew Participant
asked in Conversations
How to Calculate "Next Response Time" for SLAs via API?

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,

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3
2 months ago
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DusanNew Participant
asked in Conversations
Not tagget

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?

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2 months ago
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skiller0047New Participant
asked in Conversations
intercom not work properly.

Hello there, Is there any outage on Intercom today, it doesn't seems to work. Please help! Best Regards,

342
S
3 months ago
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Josh DowdyNew Participant
asked in Conversations
Sending CSAT to all users of group conversations

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.

373
Emilygav
Intercom Team
3 months ago
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Ben HizakActive User
asked in Conversations
Go to ticket by number

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

344
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3 months ago
Lucía
LucíaActive User
asked in Conversations
Snoozed conversations reopen when adding a note

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!

272
Lucía
3 months ago
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SuhanAshrafNew Participant
asked in Conversations
Anyone using PowerDialer with Intercom?

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.

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mateusz.leszkiewicz
Intercom Team
3 months ago
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Griffin RedingNew Participant
asked in Conversations
Keyboard hides text entry field on messenger on iPads

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?

221
Jacques Reynolds
Intercom Team
3 months ago
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ChrisNew Participant
asked in Conversations
Re-open conversation when linked back office ticket is changed to resolved

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

411
Jacques Reynolds
Intercom Team
3 months ago
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iampaulaaaNew Participant
asked in Conversations
How to help our product team understand the reason why users contacts our Support team

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?

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Intercom Team
3 months ago
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Julia JannettiNew Participant
asked in Conversations
Assign to both a team and teammate at the same time in inbox rules

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. 

3054
A
3 months ago
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Pavel MNew Participant
asked in Conversations
Reopening the conversation when the ticket status changes.

Does anyone know how to make it so that when a ticket is resolved, the conversion tied to it is also closed ?

442
P
3 months ago
Sunny
SunnyNew Participant
asked in Conversations
Snooze until agent logs back in

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!

272
Sunny
3 months ago
gregbowers
gregbowersNew Participant
asked in Conversations
Intercom Product Tours Not Triggering for New Users

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

611
Jacques Reynolds
Intercom Team
3 months ago
Naseem
NaseemNew Participant
asked in Conversations
How can I enable the "Enter" key to send messages in Intercom instead of manually clicking the "Send" button?

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.

1081
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Intercom Team
3 months ago
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Ashley ForemanNew Participant
asked in Conversations
Export Custom Attributes and Events from Intercom as CSV

I want to export Contacts including custom attributes and events in the CSV file.

505
mateusz.leszkiewicz
Intercom Team
3 months ago
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Have there been any updates regarding the ability to merge tickets?

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

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Intercom Team
3 months ago
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Maya PerlNew Participant
asked in Conversations
Schedule replies in Helpdesk

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?

261
mateusz.leszkiewicz
Intercom Team
3 months ago
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