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Intercom's blazingly fast next-gen Inbox

  • 560 Topics
  • 1,557 Replies
560 Topics
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Cherry ZhenNew Participant
asked in Conversations
how can we speed up

Our website is connected to Intercom, customer service sends messages, and it takes 8 seconds for the backend to receive them. What is the reason and how can we speed up?We are already the highest level members

341
bernice
Intercom Team
4 months ago
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Natasha GazvodaNew Participant
asked in Conversations
Feature request: Can we disable CSAT rating request email notifications to customer?

Hi! Is there a way to Intercom to disable email notifications to practitioners that they have a new message in the portal if the only new message is a CSAT rating request? Otherwise would like to submit the product request 💜Thank you! 

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4 months ago
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Ben HizakActive User
asked in Conversations
Intercom incorrectly assigns conversations to companies

Sometimes intercom associates conversations with the wrong companies. How can I correct that?  Product Documentation says:Conversations and tickets are associated with companies in different ways: Conversations can be associated with multiple companies. They are associated with companies through the conversation participants. When you search by company, we will find all conversations that have at least one participant from that company. Tickets can only be associated with one company. You can choose which company a ticket is associated with when it’s created and change it later in the Help Desk. We will find all tickets that have been explicitly associated with the company you selected.

523
bernice
Intercom Team
4 months ago
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Mariz ParedesNew Participant
asked in Conversations
Reminder Automation

Hi,I am trying to find an article about reminder automation.For example, we missed out a ticket and it will automatically remind us that no one has touched this ticket yet or hasn't been actioned or it's been sitting there for a while.  Is there an automation like that except for snoozing a convo?Thank you!

1632
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4 months ago
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Dana NhemNew Participant
asked in Conversations
Attempt to fetch conversation ratings returning undefined

I’m also interested in fetching other report metrics (Median response time, New Conversations) from my account to my app and I’m confused about the API Reporting Docs. I’m attempting to use the Node SDK. I’m not sure if I’m structuring the query correctly or using the proper conversations methods, but I’m getting an undefined in my console. The env variables are properly being read, I’ve tested them in my console. In the code below, I’m trying to get conversation rating from the past 7 days. import { Client, Operators } from "intercom-client";import * as dotenv from "dotenv";dotenv.config();const client = new Client({tokenAuth: { token: `${process.env.ACCESS_TOKEN}` },});client.useRequestOpts({baseURL: ‘https://api.eu.intercom.ioconversations’,});// Get today's dateconst today = new Date();// Calculate the date 7 days agoconst sevenDaysAgo = new Date(today.getTime() - 7 * 24 * 60 * 60 * 1000);// Convert the date to a Unix timestamp (in seconds)const sevenDaysAgoTimestamp = Math.floor(s

612
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Intercom Team
5 months ago
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david meakinActive User
asked in Conversations
How do I prevent a conversation/ticket re-opening when the reply is a thank you

We have noticed in certain circumstances it would be good if the customer reply didn’t re-open a conversation or ticket such as when a customer thanks us for our help. Its nice to hear that the customer is happy but we don’t want the conversation to reopen. I know I can set it so conversations don’t reopen at all, but this then creates a new conversation which is worse that one reopening. Has anyone got any ideas on how best to resolve this?

28611
Noor Saleh
Employee
5 months ago
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arielNew Participant
asked in Conversations
how can i know who is on our site and where they are from ? thanks

how can i know who is on our site and where they are from ? thanks

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5 months ago
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Is it feasible to create a CSAT system for assessing customer satisfaction with our bots?

Hii, I’m Darshan Hiranandani, Does anyone know if there's any possibility of creating a CSAT for bots? Just like we want to measure customer satisfaction in conversations with humans, we'd like to gauge the satisfaction of our customers with our bots. In addition to having metrics that, more or less, give us an overview, we really would like users to rate the bot.

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Intercom Team
5 months ago
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NicolasPerezNew Participant
asked in Conversations
CSAT Bot

Hello everyone!Does anyone know if there's any possibility of creating a CSAT for bots? Just like we want to measure customer satisfaction in conversations with humans, we'd like to gauge the satisfaction of our customers with our bots. In addition to having metrics that, more or less, give us an overview, we really would like users to rate the bot.Thank you!

802
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Intercom Team
5 months ago
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vinithNew Participant
asked in Conversations
App Hanging -[ICMMetric addEvent:]

We have been noticing multiple Sentry warnings for AppHanging in Intercom flows in conversation flows. Looking at the stack trace it seems to be like some functions are causing object lock due to multiple threads running & trying to access it. During this situation checking the flows user seem to be unable to interact with the intercom chat messenger for certain durationWe are using RN package in our app.Version - 6.6.0Please provide me some info on this & if this is fixed in the later versions of the SDK as we have to discuss regarding the upgrade since newer version would be requiring the app to update minimum supported version to iOS 15.0 where as we still support till iOS 13.0 currently. Here is the full stack trace of it. Any help would be appreciated App Hanging 

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5 months ago
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David MunroeNew Participant
asked in Conversations
How to turn off audio notifications of inbox updates

I want to be able to turn off the audio notifications for new conversations and updates to conversations in my inbox.  These seem to be sent even after logging out of my intercom account, and setting my status as away doesn’t seem to affect it either, redirecting replies doesn’t either, nor do they seem to be paused after the office hours I entered.  I can’t find the setting in my intercom account either.  It’s really annoying to get these after hours.  Is there a way to pause them, or at least disable them?

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5 months ago
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Kanchan SinghNew Participant
asked in Conversations
Capability to make the Intercom icon draggable for user-customized positioning.

Our users are experiencing issues with page components being blocked due to the fixed position of the Intercom chat icon. Could we make the chat icon draggable so users can reposition it as needed?    

2711
Jennifer K
Intercom Team
5 months ago
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Alejandro NarmonaConnector
asked in Conversations
Trigger custom action when creates a new conversation from Intercom

Hi, i want to trigger a custom action when we are creating a new conversation from Intercom on this screen. Once we fill the email, we’d like to trigger a custom action and retrieve data from our API. We already are using that custom action on workflows. Is it possible. In the available actions, there isn’t the option “Trigger custom action” for this screen.  

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bernice
Intercom Team
5 months ago
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Constança VilarNew Participant
asked in Conversations
How can I get FIN conversations reports from specific chats?

I have allowed FIN to respond to some of my chats that are part of series and I would like to understand how many conversations are being resolved with it. How can I filter these conversations?

422
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5 months ago
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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?  

562
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5 months ago
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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?

784
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Intercom Team
5 months ago
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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 ?

1083
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Intercom Team
5 months ago
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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.

511
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Intercom Team
5 months ago
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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?

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Intercom Team
5 months ago
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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

402
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5 months ago
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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? 

1061
aykut.aydin
Employee
5 months ago
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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 

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aykut.aydin
Employee
5 months ago
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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?

422
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5 months ago
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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!

481
Nathan Sudds
Expert User ✨
6 months ago
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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?

1182
R
6 months ago
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