Fin Product Area

How to create a company in Intercom? 

In my research, I've found 2 ways to calculate this. Thanks! Example 1:CSAT (%) = (total responses given / total possible response scores) * 100Example 2:CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)  

Hi! I am using custom bot to map customer questions before reaching the support team. Some of the questions can be solved with custom bot and some of them needs the agent. When the customer wants to talk to a human would it be possible for custom bot to recognize whether the team is online or not and answer accordingly? It would help a lot to manage customer expectations! Hope you can see what I am after! 😁  

Trying to add a link to an email that will, when clicked on, launch operator live chat on our site. Not seeing documentation for how to do that though.

I have a chat message that is live in the product. It is set to show the full message. So for me that means that each customer who logs in to the product with the right criteria will see the message - but we have a sent rate of 13 but opened rate is 7. How come is that? Why is 5 users not counted as they have seen the message?

Our product tour stopped 3 days ago and now I can't get it to start showing again. Nothing has changed with the page and I made sure the URL and all the pointers were working. It worked in the preview. Any ideas? It is set to show once per day (see attached) but even in incognito or on another computer I can't get it to show up. We have a bot and I even tried turning that off and the product tour still isnt working.

Hey guys - we've had a few abandoned cart series setup for quite sometime now. They basically target any user who drops off our checkout flow without purchasing. The problem I'm facing is the that I have no control on the time from when a user abandons the cart to the time they get their first email. It seems to vary between users from 45 minutes up to 2 hours.  Abandoned cart emails are extremely time sensitive so we want to send them from 30 minutes to 60 minutes. Is there anyway this can be done on intercom?

These seem somewhat overlapping, so I don't understand when to use which type of element.   Also, if I use custom object data, can i write reports against this?

Is there a way to determine if an article is linked to in other articles? For example, if I delete an article, the link will break, so I'd like to know before deleting an article if it is linked elsewhere.

I do a lot of exports based on different segments that I have defined in Intercom. When the export arrives in my inbox, the segment name isn't included, and it often arrives long after I've forgotten why I wanted the export in the first place. If there were a way to name or tag the export it would help my workflow tremendously.

How can I view # of replies submitted to a conversation with a particular customer - to understand how many messages it takes before customer's problem is resolved?

Hello Everyone,  Our CSMs/OBCs often forward customer emails, which pull into Intercom as our company. We are trying to track chats per company, which skews those results. I tried updating the email address in the chat field, but the details stayed the same.  Is there a way to update the customer details?  Thanks!

This doesn’t display for me since the update, I’m still seeing the old / previous design. Do I need to do anything?

Im trying to find out from the community if anyone else has noticed Intercom Article reporting showing massive drops in Article viewership post the first week of October 2022.  According to Intercom reports, our audience for the help centre dropped by 80% over two weeks. This is NOT accurate.  Google Analytics does not reflect this drop as well as overall website traffic outside of articles being up.  My assumption is a product update or bug introduced during Week 41 2022 is the cause but trying to see if anyone else has noticed this?

  I know that I can create an attribute and update daily via API, but for that I have to use my technology team, is there a way to use a formula? Like trial_end_date - today()? Any tips on how to achieve that would be awesome :D

So the goal is to show the button, show the product tour, and after the Product Tour is over, we want to reset the button to the default state. What's the best way to archive this? Currently, we have an event that triggers the Product Tour. Is it possible to check, using the API, if the user received that event, so we can back the button to the default state, or should I control this internally?

I need to have an intro message in the product tour, then enter text in a search box and go to the results page. How can I do that with a product tour?

please, share what services you use to help you to maintain quality control for support team

We have a lead gen process where consumers are providing us with qualification information so our customer success team can interact with them. We are using Zapier to feed this data into Intercom. We want to be able to crate events for these new customer records (such as Calendly events and the information from the lead form).  (As best we can tell), Zapier allows for the creation of events for Users but not for Leads. Looking at the Lead vs. User definition, Leads are a more accurate description of these consumers. However... if we can't use Zapier to append events to leads... is there a good reason we can't use User records to track these consumers?

I need a custom bot for our customers across several different languages.

I am using UChat for chatbot and then connect to intercom when the user asking for human agent, it works great. Just want to check if anyone also using UChat, I would like to discuss what features do you use from UChat, as it is such powerful chatbot platform.  https://www.intercom.com/app-store/?app_package_code=uchat-gmp1/p>

It would be great if we could create a ticket automatically without requiring the user to click a Reply button from a bot. Use case:We have a 'connect integration' button in our app that sends an Intercom event. We'd want to trigger an automated message to the user that we're working on it AND automatically create a ticket in that message.

I've set up events within my workspace but when I've gone to check on how they are doing - I've found that they are blank; why is it? Have customers not triggered them or? What does the recently used mean?

I have set up an Outbound email - in a plain template, the buttons aren't showing and I don't know how to fix it.

Anyone got a workaround for throttling messages?