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Customer FAQ

  • 81 Topics
  • 130 Replies
81 Topics
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FundedNextNew Participant
asked in Customer FAQ
Is there any setting where customers will see the name of an agent, but internally within our organization, we will be able to see the original name?

Is there any setting where customers will see the name of an agent, but internally within our organization, we will be able to see the original name?

3182
Milan
Expert User ✨
15 days ago
J
Jessica CastanuelaNew Participant
asked in Customer FAQ
How do I change the preview line in an email?

Hello! Is it possible to create a custom preview line when composing an email that will show up in customer’s inboxes? I would like to edit this first line of text you see in your inbox next to the subject line to be different from the very first line of the actual email body’s text. 

51111
P
2 months ago
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Sean S13New Participant
asked in Customer FAQ
15 hours since opening a production outage support request - how to escalate?

I opened a support ticket 15+ hours ago and the intercom automated messenger provided me zero help.  Its automated bot said up to 5 hour response times.  Of course this is unacceptable when the issue is causing a production outage of my product but there is no way to escalate.I have emailed all the support and customer service emails I have ever dealt with and it seems like Intercom is just a shadow of a company run by FinAI now.  Are there people there that I can talk to?This is seriously a terrible demonstration of how their tech can help customer support teams.  It is an abysmal service from the customer's perspective.If anyone can guide me on how to escalate to a human at Intercom I would really appreciate it.  This is having a material impact on my business at this point. Update: There isn’t even a category from the pick list on this forum that fits my need.  Terrible experience.

151
mateusz.leszkiewicz
Intercom Team
2 months ago
B
bofaccountNew Participant
asked in Customer FAQ
Can I view my teammate emails

Hi Team, I have invited by the owner. So can I view list my teammate including their emails? Best regards,Manh

215
mateusz.leszkiewicz
Intercom Team
3 months ago
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Lucy AndrewsNew Participant
asked in Customer FAQ
I am having a mental breakdown

Can you please turn our intercom back on? We support thousands of volunteers and charities, the finance team missed one small invoice of 16 dollars which we have paid today, we have paid for our account for the year until march 25 and all the accounts and invoices are update to date. Your system is now automated to deactivate it, but the fin bot will not reactivate it. Please reinstate our account now.   

704
L
5 months ago
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Lisa B13New Participant
asked in Customer FAQ
How do you define "Last Seen"?

How do you define "Last Seen"?

9212
L
7 months ago
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jahanzaibNew Participant
asked in Customer FAQ
Intercom::ResourceNotFound Exception: Resource Not FounD

@Nathan Sudds @Milan anyone can help  me regarding this issue:  first of all I created the lead on the intercom just like that:lead = @intercom.contacts.create(args)it successfully created the lead on the intercom and after that I want to update the lead on the intercom just like lead = find_lead(my_args[:lead_id])company_name = registration_info.company_name || ""company_website = registration_info.company_url || "" lead.name = registration_info.full_name.to_slead.custom_attributes = {"Company Name": company_name, "Company Website": company_website }@intercom.contacts.save(lead)and I got the lead id but when I am going to execute this line @intercom.contacts.save(lead)it gives me this error:@intercom.contacts.save(lead)| *** Intercom::ResourceNotFound Exception: Resource Not Foundalthough I get the lead through postman using the lead id and I got the lead but this shows Resource not found.please help me to fixed it.Regards

991
Milan
Expert User ✨
7 months ago
Alicia Church
Alicia ChurchNew Participant
asked in Customer FAQ
Job opportunity

Hello, friends.  I am wondering if anyone has a link handy that will take me to Intercom’s employment opportunities?

781
Larissa Alberti
Intercom Team
10 months ago
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Lisa B13New Participant
asked in Customer FAQ
How can I get rid of the Intercom Branding?

How can I get rid of the Intercom Branding?

22397
Jacob Cox
Intercom Team
10 months ago
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Lisa B13New Participant
asked in Customer FAQ
I'm very interested in the new AI Beta which uses Chat GPT, can you tell me a bit more about it please?

I'm very interested in the new AI Beta which uses Chat GPT, can you tell me a bit more about it please?

1465
M
11 months ago
J
Jill ChungNew Participant
asked in Customer FAQ
Intercom not showing on squarespace

Hello, Is anyone having trouble integrating Intercom with Squarespace?We’ve followed the instructions from the Help Center article, however, nothing is showing upon our website (www.growwithelm.io) . Web messenger is switched on and showing correctly from our customer platform. 

974
Shauna
Intercom Team
1 year ago
S
Shauna O12New Participant
asked in Customer FAQ
How do I delete Ticket Attributes?

I created a few ticket attributes as test ones but I want to delete these now. How do I do that?

4553
D
1 year ago
L
Lisa B13New Participant
asked in Customer FAQ
Will a "seen" indicator be shown for group conversations?

Will a "seen" indicator be shown for group conversations?

402
A
1 year ago
S
Samvid SharmaNew Participant
posted in Customer FAQ
Unable to find User IDs by uploading CSV data

I have been trying to upload the User IDs via CSV file of 1k users but after multiple attempts getting a result of only 25 users on intercom, looking for help to resolve this

351
A
1 year ago
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Transfer Galaxy MarketingNew Participant
asked in Customer FAQ
How do I right align text in an email template?

Hi,Is it possible to right align text in an email templates?Kind regards, Ava 

1422
T
1 year ago
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Employee
Lisa B11Employee
asked in Customer FAQ
How often do you check Series entry rules?

How often do you check Series entry rules?

692
S
1 year ago
J
jeriNew Participant
posted in Customer FAQ
Personalized posts

Hi guys, new to intercom. We are looking to send out offers to over 2,000 merchants. These offers will vary from one merchant or customer to another, with a minimum amount and a maximum amount every merchant qualifies for. How can we send out these offers as post on intercom stating clearly the different range every merchant qualifies for.

300
J
1 year ago
O
osamanawaz50New Participant
asked in Customer FAQ
Inquiry on Intercom White Labeling Options

Dear Intercom Team,We are interested in white labeling options for Intercom. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Intercom branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,Mary’s Team

5371
Racheal
Intercom Team
1 year ago
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Lauren CampbellNew Participant
asked in Customer FAQ
Search Features

Are there ways for a user to use the search feature and offer more filtering options by using particular nomenclature/formatting to present more specific options? Adding quotations, adding a plus sign, or other features within Intercom that I can update within the articles themselves? Thanks for your help! 

1101
Jennifer K
Intercom Team
1 year ago
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Lisa B13New Participant
asked in Customer FAQ
I'd like to have a close 'X' option in my Messenger beside the teammates, I've seen this with some websites that use Intercom, how can I get it?

I'd like to have a close 'X' option in my Messenger beside the teammates, I've seen this with some websites that use Intercom, how can I get it?

4152
T
1 year ago
A
Atul KNew Participant
asked in Customer FAQ
How to manage attributes for multiple products ? 

Our company offers multiple product SKU's and allow a customer to be on multiple trial or paid plans at the same time.How to manage attributes for multiple products ? E.g. Signup for product A vs Signup for product BWe are looking for recommended standard practice.

1071
Daniel M15
Employee
1 year ago
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Lisa B13New Participant
asked in Customer FAQ
Is Dark mode available with the Next Generation Inbox?

Is Dark mode available with the Next Generation Inbox?

5923
Dana
1 year ago
M
Mo HoqNew Participant
asked in Customer FAQ
OpenAI Data Sharing

I’d love to hear from other Support teams that are using GPT (Fin, AI Assist, etc.) on how they are obtaining consent from their customers about passing their data to OpenAI. 

4332
Milan
Expert User ✨
1 year ago
K
Kimbra O'HaganNew Participant
asked in Customer FAQ
missing new conversations

Just joining Intercom, I seem to be the only one having this issue. This happens BOTH in Chrome and incognito. Running Windows 11. Any suggestions would be greatly appreciated.Thank you, kindly for your time. 

2091
Milan
Expert User ✨
1 year ago
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User1417New Participant
posted in Customer FAQ
Understanding IP Addresses: A Comprehensive Guide

As a business owner, I'm sure you've heard the term IP address being thrown around quite often. But do you really understand what it is and how it works?In today's digital age, where online privacy and security are more important than ever, having a basic understanding of IP addresses is crucial. An IP address, short for Internet Protocol address, is a unique identifier assigned to every device connected to the internet. This includes your computer, smartphone, tablet, and even your smartwatch.But what exactly does an IP address do? Well, it plays a crucial role in facilitating communication between devices on the internet. When you visit a website, your device sends a request to the website's server, and the server responds by sending back the requested data. This process wouldn't be possible without IP addresses.So, what types of IP addresses are there? There are two main types of IP addresses: IPv4 and IPv6. IPv4 is the older of the two and uses a 32-bit address

2210
U
1 year ago
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