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8 days ago

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Customer FAQ

Customer FAQ

73 Topics
91 Replies

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73 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?

2 days ago

Lauren CampbellNew Participant

asked in Customer FAQ

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?

27 days ago

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.

1 month ago

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

1 month ago

Lisa B13New Participant

asked in Customer FAQ

Is Dark mode available with the Next Generation Inbox?

1 month ago

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?

1 month ago

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.

1 month ago

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.

2 months ago

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

3 months ago

Lisa B13New Participant

asked in Customer FAQ

Can I open the “help” section of the messenger via JS API?

3 months ago

Lisa B13New Participant

asked in Customer FAQ

Can I add an Opt In form in the Messenger?

3 months ago

Lisa B13New Participant

asked in Customer FAQ

How can I find the IP address of my user?

3 months ago

Lisa B13New Participant

asked in Customer FAQ

Can I customize the SMS automated message?

3 months ago

User1417New Participant

asked in Customer FAQ

Seeking Advice on Implementing a Comprehensive Customer Support Strategy

Hi everyone,I'm a customer support manager at a mid-sized SaaS company, and I'm looking for some advice on how to implement a comprehensive customer support strategy. Our current approach has been somewhat ad hoc, with different teams and individuals handling support requests in different ways. This has led to inconsistencies in our customer experience and has made it difficult to track and analyze customer interactions.I'd like to develop a more cohesive and scalable support strategy that encompasses all aspects of the customer journey, from initial onboarding to ongoing maintenance and troubleshooting. Ideally, this would include a mix of self-service options, like knowledge base articles and tutorials, as well as more personalized support channels, like email and chat.Some specific questions I have include:What are some best practices for building out a comprehensive knowledge base that covers all of our product features and use cases?How can we streamline our email and

3 months ago

Craig W13

asked in Customer FAQ

Any reco's on best way to create hierarchy structure for FAQ's. For example let's say you have a few dozen B2B clients, 50% FAQs can be viewed by all. 40% of FAQs can be seen by some clients, 10% FAQs are unique to single B2B client.

Main goal is for a single point of data for all FAQs. Secondary goal is to be able to quickly review, update, run through compliance, and create an internal WIKI for new hires. I'm working with a clean slate so I can start my data structure from scratch. Thanks for any input

3 months ago

Lisa B13New Participant

asked in Customer FAQ

My CSAT ratings are not sending! Help!!!

3 months ago

Lisa B13New Participant

asked in Customer FAQ

Why can't I see my last 3 conversations in the Messenger anymore?

3 months ago

Lisa B13New Participant

asked in Customer FAQ

How can I sign up for the new AI Beta?

3 months ago

Lisa B13New Participant

asked in Customer FAQ

Is there a new process for receiving 2FA recovery codes?

3 months ago

Ellie U

asked in Customer FAQ

Is there a way to customize the format of email replies through Intercom?

I don't like the way emails are formatted when we respond back to our customers. My email signature is messed up, and the formatting is all wrong. Can we customize this?

4 months ago

Lisa B13New Participant

asked in Customer FAQ

What's the difference between Overlaid and Embedded in my Tooltips?

4 months ago

Lisa B13New Participant

asked in Customer FAQ

Will I get an email notification when my Ticket state changes?

4 months ago

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