Skip to main content

Customer FAQ

  • 82 Topics
  • 133 Replies
82 Topics
P
Employee
Paul M11Employee
asked in Customer FAQ
How to add a title/subject to the conversations in the New Inbox?

The conversation title/subject has moved in the New Inbox it used to be here 👇 

6460
P
Employee
2 years ago
D
Damien MNew Participant
asked in Customer FAQ
What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

Hi! We've been snoozing a lot of tickets for which users do not reply instantly for days which results in the "time close" being increased. What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

2170
M
2 years ago
U
User2413New Participant
asked in Customer FAQ
I'm new to intercom. Is there a concept of "stock" or "canned" messages that I can enter so that my team members can simply select the one that applies.

I'm not looking for a way to share a full article just simply for whomever is monitoring intercom to pick the right statement that applies to gather more information from the prospect or customer. I want to crawl, walk, run so not yet to the point of bots.

5780
U
2 years ago
M
Marielle M11New Participant
asked in Customer FAQ
How can I get a refund of an invoice that was charged on the 14th day of the trial period?

I’m in distress. I signed up for Intercom on the 18th of July 2022 at about 11:40pm. I was charged in the hours of the morning on the 1st of August 2022. Once you sign up, it says that you will be charged *after* the trial period. Surely there should be a policy safeguarding us as consumers who sign up late at night and that in effect you will be charged as if you had signed up the day after.  I hope I am making sense. But there are a lot of loopholes in the terms where Intercom says in articles that they only ask your credit card details after the period however you cannot proceed without those details. In that same way, Intercom says to charge after the 14th day but charges on instead.  I tried reaching out to support and not much help was given there. I am disheartened as I do not feel heard here.   

2370
G
2 years ago
Oseas
Employee
OseasEmployee
asked in Customer FAQ
How to see conversation events in the New Inbox?

I used to see logs between messages in conversations such as "You snoozed the conversation until tomorrow", but since I switched to the New Inbox I can't see them anymore.

5420
Oseas
Employee
2 years ago
L
Employee
Lisa B11Employee
asked in Customer FAQ
Is the new SMS feature available in my County?

Is the new SMS feature available in my County?

200
Diana Tripac
Intercom Team
2 years ago
U
User2159New Participant
asked in Customer FAQ
How to integrate Switch with DialPad (telephony)

We use DialPad for telephony. DialPad has told me that they require that in order to forward a number, it must be confirmed by calling and confirming with a response (like pressing 1). However, Switch simply texts, and does not call so I am unable to confirm email forwarding. Anyone have success yet?

310
L
Employee
2 years ago
Ask a question
Terms & ConditionsCookie settings