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  • 607 Topics
  • 1,699 Replies
609 Topics
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MonishActive User
asked in Conversations
Best practices on setting up inbox and assignment rules when customers in multiple timezones have to be supported

How does everyone set up their intercom inboxes and assignment rules when you have to support customers in different time zones? We are trying to assign tickets to our support folks from customers ONLY during the times we are 'contractually' obliged to For example, if a customer is located in APAC and opens a ticket during non-APAC hours, we want that ticket to 'stay' in the inbox and get assigned to anyone. However, we want the other inboxes to still auto-assign tickets to people who are 'active.' Is this possible? We don't have dedicated team members for each inbox, but the same team works on multiple inboxes.

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Eliab ShifferawNew Participant
asked in Conversations
Problems With Audio Files Being unviewavle

I am experiencing an issue with the iOS version of the application. All audio files that are sent via conversation are unviewable and undownloadable due to an indefinite loading state. Is there a way to resolve this problem?

201
Nathan Sudds
Top Expert ✨
Patrick H12
Patrick H12Connector
asked in Conversations
Gmail Users: Has anyone found a solution for the wrong contact image appearing in conversation replies?

Curious if anyone has dealt with this issue. In the image below you can see that Tyson replied to a customer, however it’s showing the wrong contact image in Gmail. We have intercom set to send all responses from support@ourdomain.com. I’m assuming this is more of a Gmail issue than an Intercom issue, but I just want to figure out if there’s something I can do to prevent this from happening.

221
Nathan Sudds
Top Expert ✨
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Igor SerebryanyNew Participant
asked in Conversations
Trying to tag newly-created conversation results in "Conversation has no taggable part"

I’m initiating a new conversation *to* a Contact, by using `createmessage` with the flag `create_conversation_without_contact_reply`. I get back a `conversation_id` on the resulting `Message` object. I then attempt to tag the conversation using `attachtagtoconversation`, which returns a very unhelpful message: {"type":"error.list","request_id":"00038sjjl7b2cb36su6g","errors":[{"code":"unsupported","message":"Conversation has no taggable part"}]} What does this mean? How do I apply tags on conversations? EDIT: this seems to happen when trying to tag newly-created tickets, too! the error message mentioning “Conversation” threw me off.

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Intercom Team
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Bruno MartinsNew Participant
posted in Conversations
Massive chat historic download

Good evening everyone, does anyone know if it's possible to download conversations in bulk from a specific period? I mean the actual chat history, the content of the conversations.I need to do a bulk analysis of the most common topics and customer inquiries, but it's impossible to do that by opening each conversation one by one. Maybe there any app in the Intercom app store that has this feature?

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johnpienaarNew Participant
asked in Conversations
In-app notifcations into conversations

Hi Currently the in-app notifications do not post to any tables that we can sync via Fivetran. I seem to recall it was possible to add these to the conversations data and tag them there, but I can’t seem to find documentation on how to achieve this. Any info or help in getting the app notifications data into our data warehouse would be super helpful

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Bruno MartinsNew Participant
posted in Conversations
Close conversations due to inactivity within the initial bot.

Hello there community. Maybe someone can help me, here’s the situation: I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent. However, we have many cases where customers abandon the bot and don’t respond to the questions. In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot. Does anyone know how to configure this within the automation, instead of the default 15-minute setting? For better understanding: 1 - We send a question to the customer, and it only moves to the next step if they respond. 2 - I need to create an automation flow that prompts the customer every 15 minutes if they don’t interact for a certain amount of time, encouraging them to return to the chat and continue answering the questions. 3 - If they don’t respond, I need to set up the automation

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Emilygav
Intercom Team
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DevopsNew Participant
posted in Conversations
allow to filter the options of a conversation field of type list

Hello there,I think it would be very useful to search through the available options for a custom field of type “list” especially when the number of options grows.

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Emilygav
Intercom Team
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Rob BathgateNew Participant
asked in Conversations
Turn off (or whitelist) Spam/Junk Folder (incoming email)

Hi, We find the Spam/Junk filter in Intercom pretty poor - it’s send a lot of genuine emails there, including inbound emails from email address we have in our Contacts list and ones we have repeatedly marked as “Not Junk” in the Spam list. However, it’s not learning, and they keep getting flagged as junk. Is there a way to either: mark an email address as a safe sender/whitelist, so those inbound emails don’t go to our spam filter? If not a built in setting, can it be done with automations/rules? OR turn off the spam filter altogether (we use Google’s Mail Servers and their spam filter does a much better job and keeps spam from getting to Intercom anyway) (again, if not built in, can it be done with automations/rules?) Cheers Rob

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Intercom Team
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WestleyNew Participant
asked in Conversations
What app to use since I can't puchase Bump by Userfeed?

We trialed a recommended app from the Intercom app store called "Bump" by Userfeed. An app that allows you to automate the follow-up and closing process of unresponsive customers. We used this App because the built-in snoozing/closing function in Intercom did not fit our needs. We loved it during our trial, set up automation and workflows around the apps' functionality. We regularly have around 30 conversations in the queue, and after a couple of days we knew we were going to purchase the app. So, I reached out to their support ready and willing to purchase. I searched high and low contacting everyone involved with the company and product, and nothing is active, and you cannot purchase the app. So, first, I would recommend removing this app, as it's no longer being supported, and you cannot use it after the trial. This was unfortunate for us. A lot of time wasted, and it's something we REALLY liked. Are there any alternatives on the Intercom app store? I can’t seem to find anything lik

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Jacob Cox
Intercom Team
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Rui ZhangNew Participant
asked in Conversations
Create and update conversation attributes through API

Wonder if we can support conversation attributes creation and update through API. At the same time, can we remove the limit of 250 options for conversation attributes?

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hoytwilhelmina
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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 A location (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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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.

711
mateusz.leszkiewicz
Intercom Team
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marcusHNew Participant
asked in Conversations
Is Live chat currently down?

Is Live chat currently down?

956
aykut.aydin
Employee
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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 ex

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mateusz.leszkiewicz
Intercom Team
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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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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.?

37614
godofprogrammer
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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
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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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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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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,

422
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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.

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Emilygav
Intercom Team
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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

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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!

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Lucía
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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
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