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Tips, Tricks and Workarounds

  • 70 Topics
  • 185 Replies
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User1713New Participant
Hi - Does anyone have any suggestions as to which feature is used to tag conversations? Topics or tags?

Hi - Does anyone have any suggestions as to which feature is used to tag conversations? Topics or tags? Which of these features is the best for reporting purposes? Thanks!

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Nur Nahid
Super User ✨
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ChelseaAZNew Participant
Search functionality not intuitive

When we search a customers unique order number in Intercom, we would expect to see a list of all conversations, tickets, side conversations where this number appeared. However, when you search in Intercom it will often not show information that lives only in the right side details panel/conversation attributes, or in certain fields the agent has filled out inside a ticket, or that the customer has entered with the bot/conversation events. Can you help us understand why it works this way? Our former CRM had no issues searching ticket/ conversation history and it would be easy for agents to double check all points of contact that had mentioned a key word, order number, etc. There is an additional search filter to toggle for Order Number, but this also doesn’t find all the locations of this order number, and is multiple clicks, slowing agents down who are already multi tasking. At present we’ve found searching has become such an unpredictable function that agents no longer feel confident

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Danielle ConstantineNew Participant
Help with Formatting Emails from Intercom

Hi Intercom friends - we have been using Macros with screenshots of our signatures when replying to emails from Intercom (so that we each have our own instead of sharing one for the domain), but what we are seeing is that if a thread begins to form, the images grow bigger and bigger in the thread and start to overtake the whole screen. Also - the article links get all garbled up. Any suggestions for these formatting issues? Yours truly. e the whole page and look super goofy. Any suggestions for this?

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Colleen HerlihyNew Participant
Use AI to analyze articles from external questions

We’d like to utilize CoPilot/Fin AI to analyze our articles housed in intercom when we receive external questions. For example, if a staff member is emailed a question, opposed to it entered as a support ticket, we’d like to ask the question and be provided a suggested response. Is there any workflow available for something like this? Thanks!

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John Beynon
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Eden BeinartNew Participant
customizing emails

Was anyone able to create beautiful customized email designs with intercom? I am struggling and would love to see examples from people who did it well. 🙏

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Emilygav
Intercom Team
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Jean-CharlesConnector
Unintended User Data Pollution Due to Intercom's Handling of Company Associations

Context: We are experiencing data pollution caused by Intercom’s handling of user-company associations. Our setup includes: All companies and users are created via API. The Intercom widget is used in our app, on our marketing website, and on our login page. Users are identified via an identify call upon login. Qualification questions are asked to visitors/leads through the widget. Problem: When a visitor answers qualification questions and subsequently logs in, Intercom automatically links the company from the qualification process to the user. This results in users being assigned to multiple companies, despite only having one company in our system. Impact: Incorrect company assignments, leading to broken rules and misrouted CS workflows. Erroneous email triggers, such as onboarding or setup emails for "new" companies that were not actually created by us. Reporting issue, etc. Expected Behavior: Intercom should not assign a company to an identified user based on prior qualification res

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Emilygav
Intercom Team
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Milam MIllerNew Participant
Any cost-effective AI options

Has anyone used AI automations? I noticed it charges $1 per resolution, but it's a bit unclear what qualifies as a resolution. I'm curious about your experiences with these pricing models and if you have any recommendations for a more cost-effective AI tool.

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Stef van HulstNew Participant
Unable to disable automatic hyphenation in e-mail outbound

I am currently working on an e-mail template but I noticed Intercom automatically turns on hyphenation. I think it looks bad and I'd rather see Intercom just write the word out fully on the next line. It doesn't seem there is a way to disable auto hyphenation without using the html editor is there? Any ideas on how to workaround this issue?

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Jacobo TovarNew Participant
Is there a way to schedule teammates being routed into specific inboxes?

We have a few of our team who have to switch to cover various lanes throughout the day. Is there any way to schedule these in advance to change the teammates inbox at the scheduled time?

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Nathan Sudds
Top Expert ✨
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harborbreezeNew Participant
How do you personalize outbound messages effectively in Intercom?

I’m looking for tips on using attributes, segmentation, or dynamic content to make messages more engaging and relevant. Are there specific workflows, templates, or automation techniques (Read More) you’ve found effective for creating a tailored experience that resonates with users?

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Jacques Reynolds
Intercom Team
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Yevgeniy BorisovskyNew Participant
How to Link a Back Office Ticket to an Existing Ticket Type via Workflow

Hi all, I’m looking for a way to link a Back Office ticket to an existing ticket type via a workflow. For example, as shown in the image, linking a “Payment Issue” Back Office ticket from a conversation. So far, I’ve only been able to find a way to create a new Back Office ticket. Any help or suggestions would be greatly appreciated!

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JorenNew Participant
Intercom: One of the Best WhatsApp Chatbot Tools in 2025 (See Why)

Hey Intercom Community! If you're using Intercom to boost customer engagement, I just dropped a video. It compares the 6 best WhatsApp Chatbot tools in 2025 — And yes, Intercom is on the list! Spoiler: there's a reason why it's a top contender 😉 You can watch it here: Please let me know if you agree with my take on Intercom and if there's a tool I missed. I'd love how you're using it in your own business!

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Antonia VillaNew Participant
Is it possible to format numbers in HTML email templates?

I am building an HTML email template to display a variety of statistics. The statistics are in different formats such as percents and currency values. Is it possible to format a decimal as a percent in an HTML Template? Decimal Example: Value: .9856 Display Value (in template): 98.56% Currency Example: Value: 4578.19 Display Value (in template): $4,578.19 Based on your provided documentation, the only way to format numbers appears to be as a decimal or integer. Are there other formats that are acceptable?

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Diana Tripac
Intercom Team
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emmanuelkatto24New Participant
Emmanuel Katto Dubai |How can we ensure that unanswered chats are displayed at the top for a set duration?

Hi team, I am Emmanuel Katto from Dubai, United Arab Emirates (UAE) wanted to discuss the possibility of prioritizing unanswered chats by bringing them to the top for a specific duration. Do you think this could be beneficial? I'd love to hear your suggestions or any ideas you might have on how we could implement this effectively. Thanks! Regards Emmanuel Katto

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Graziela
Innovator ✨
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EvgeniyNew Participant
DeprecatedApi error message

Hello! I’m trying to send a message via Proactive Support, but pushes are always failed with DeprecatedApi error message. It seems that this stopped working for real users couple of months ago, when I updated the target SDK version of the app to 34. Could you please help to investigate this issue?

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mateusz.leszkiewicz
Intercom Team
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TalesfromthebumpNew Participant
Prevent search engines indexing your Help Center using Cloudfront

I am interested in implementing SEO directives for custom.intercom.help while using cloudfront distribution. Is there a way to configure robots.txt, set X-Robots-Tag headers, or provide APIs to control content behavior?

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mateusz.leszkiewicz
Intercom Team
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Jenny WakefieldNew Participant
Can you send Emails based off page URL triggers?

I see when you are building an email you can choose to set up the messaged based off URL triggers. How does that work? We have a tiered pricing model where the more $$$ you pay, the more modules you get access to. I’d love to be able to send a bulk email to users to can access XX module but not email users who dont pay for that module. Am I understanding the email triggers correctly that if I add a URL identifier, it will send the email to that user group only? Is the email sent once the user lands on that URL trigger? Or how does it work? Has anyone tried this???

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keibordonNew Participant
How to collect data from the users if the channel is email?

Hello guys. We reach out to our users via email support as of the moment and would like to collect the reason behind the CSAT rating they are giving us. The collect data feature in workflow does not support email as a channel. Do you have any suggestions on how else we can get data from users? Thanks!

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Nathan Sudds
Top Expert ✨
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Antanas BudvytisNew Participant
Export leads data automatically

Hi all. As great as Intercom seams with the bot and all possible set ups, I can not comprehend how such simple step as leads exporting is not possible to other than the 2 supported platforms. Any ideas how to export automatically leads with just 4 parameters (name, mobile, email, additional info) to Google sheets? Thank you

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Matthew ChinNew Participant
Importing Users Not Creating Companies?

In our test instance, we imported 50 users with the same ‘Company ID’. We are able to filter our all users under ‘Company ID’, but a Company was not created when user import completed. Is this expected behavior? Our end goal is to import 10k users and have their Companies auto generated. We’re currently migrating from Zendesk and trying to replicate the Organization hierarchy structure.

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TBelevska
Noor Saleh
Employee
Noor SalehEmployee
How to create and use tags to keep track of important messages

🤔 Imagine this: you're managing various customer interactions and need a way to keep track of messages that mention feature requests, bug reports, and other urgent issues so you can action them and easily find them later. Whether you’re dealing with a handful of inquiries or a high volume, tags can be your secret weapon! By tagging messages, you can effortlessly mark and revisit important messages from your customers whenever you need. Plus, you can use tags to organize your contacts, making it easier to group and find specific contacts in your customer base. Follow along this 3-minute video, where we’ll show you how to: Set up tags from scratch and create new ones on-the-go. Organize your conversations with tagged messages in Views within your inbox, so you can easily access and share them with other colleagues or teams. Automate tags with Workflows to keep everything consistent and save you time. Analyze tag usage in your reports to gain valuable insights. Great customer service beg

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Noor Saleh
Employee
Nurit
NuritActive User
Recommendations for a sales process

Our sales team is responsible for selling a specific product feature.I'm seeking suggestions from other users on using Intercom features throughout a sales process. This should involve engaging with customers from their initial interest, following up through the purchase, assisting with feature adoption, and retaining customers considering disconnecting from that feature. Any suggestions on how we can best utilize the Intercom platform for this process would be greatly appreciated.

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bernice
Intercom Team
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philvigusNew Participant
Automatic redirection to our website login

Hey, We are using Intercom on our website. Everything works fine if a user clicks on an intercom link while already logged into our website. However, if they are not logged in when they try to click an intercom link, it shows a ‘you must be logged in’ error and a link back to our login page. Is there a way of configuring things so that instead, it automatically detects a user is not logged in and redirects to our login page, without the user having to click anything?

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Till SaltenNew Participant
Help! Amazon Emails splitting into separate conversations!

Hello Intercom community, i hope someone can help me. We’re using Intercom mainly for E-Commerce Customer Support (shopify and amazon). I'm facing a challenge with amazon buyer-seller messages (forwarded via email to intercom) that are being split into separate threads instead of being grouped under the same conversation. We use Amazon Seller Central and have configured it to forward messages from customers (buyer-seller mailbox, amazon’s own messaging system) to our Intercom system. Despite ongoing conversations, each new customer message, even if part of an existing thread, opens as a new conversation in Intercom. This fragmentation makes managing customer interactions quite cumbersome. Here’s what happens: A customer sends a message through the buyer-seller inbox on amazon The message is sent via email to our support mail-adress, which then forwards the email to intercom We respond via Intercom, and our reply reaches the customer without issues. The customer replies to our response

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Jacob Cox
Intercom Team
Trevor
Innovator ✨
TrevorInnovator ✨
What's the best way to link customers from an email to intercom messenger?

We’ve got a “Contact Support” button or an “Ask a question” call to action in an email. How are you guys linking to get people to engage with the Intercom Messenger? We have a contact page, that auto-pops up the messenger. But would love to see how others are handling this. Thanks!

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Jacob Cox
Intercom Team

Ask for advice and share your best practices and creative solutions for Intercom as a Support, Marketing, Training, Text and Sales tool!

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Intercom Team
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Nathan Sudds
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Graziela
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