Fin Product Area

I set a cutom bot, but the guest's name shows anonymous like the screenshot is there any way I can set a parameter for guests?so that we can identify different guests​​

More specifically, I wanted the percentage session where people had an issue and self served their fix vs the percentage of session where people requested human support. I am currently building in a dashboard for internal use in the company and wanted to pull the data of the flow chart / sankey diagram of the support report, however as there is no api endpoint for reporting I can't do this. I was wondering if there was any way to realize this?  Below you can find the data I want to attain via an API get call. https://www.intercom.com/help/en/articles/5652381-the-support-report I really hope someone can assist me with this. Thanks in advance!    

I want to add a user to a conversation & remove another user from a conversation - how do I do this?

I want to send an outbound message/email to a specific list of customers. Is there an easier way of doing this other than putting in their information one by one?

The pointer will not let me select the whole page allowing the user to have free reign of what to select. The pointer comes up and I cannot select anything past it.

I want to tag every conversation and make sure that I am not able to close the conversation without a tag. Does the tag rule guarantee that I can do this?

We want to post a welcome message in visitors langauge in a Custom bot on our website. Based on what I can see there is no way to do that. It does state that "The first path cannot be reordered or deleted"From the second path/step it is possible to add a Custom action that would allow us to display e.g. a phone number based on a visitors country. However that means we will not be able to greet a customer in their language based on country from the first message in custom bots. Could be I'm missing something? As seen in the attached pictures Welcome message (first message/path) in Custom bot it is not possible to add a value e.g. If country is Spain - Then display phone number. As mentioned above it would be something done with Custom actions but there is no way to do so in the first message/path/step in Custom bots.

I've been using the new UI for a while now and about 1-2 months ago I vaguely remember seeing an update on how to manage recipients in a conversation in the new UI. But then after that, I seem to have lost the ability to do that.Am I just not seeing where that option was moved to? Currently, I have to jump back to the original inbox to manage recipients.

What are best practices for sending user attributes within a Series to Amplitude? [e.g. was user part of Test A or Test B within a specific Series]  Amplitude requires nested data (JSON) like events, and Intercom appears to only allow key/value pairs with simple values.

It seems that when the custom bot is live the resolution bot does not trigger, so I'd like to know how to get it to work if the custom bot doesn't satisfy the user's questions?

My support team sitting on Intercom often needs to tag an individual from the product, or technology team to answer a question. How can i do this effectively?

How does the whole response time works. Do i need to snooze them always? What if i receive an email 5 minutes after i left the office but answer immediately if i entere the office the next day. Does it counts all hours in between?Thanks

Outbound bots are not triggering. Outbound Chats work very well but they don't have the bot button options. Outbound Bots only trigger after I refresh the page and not when I first land on it. Shouldn't they work the same if they have the same rules?

In the old inbox we were able to add participants, and they would receive an email with all the conversation history and could respond to client from their email. In the new inbox if you add a person in the conversation they won't receive the conversation history until the client responds to the email first.

Maybe not a question as such but a feature request. I'd love for a pop-up to come up alerting you of someone being on 'away' prior to clicking confirm to assign. As we have 50+ employees working within Intercom, they don't know if each individual is working today so having a pop up state 'This agent is currently set to away, are you sure you want to assign this to them?' would help with that.

Is there anything on the roadmap that images in an email could be loaded instantly without having them just attached?

I am using Intercom for my webapp. The webapp has a slack login, and I want Intercom Company, User details to be updated basis who has logged in through slack. How does Intercom currently handle this? What are the best practises that one should be aware off? Use case:Product tours need to be personalisedRules for Intercom series require metadata on user login, which Intercom currently doesnt have.

I need to link on the bottom of each article pages to related articles. At the moment i need to add the links manually which makes a lot of work if i need to add or change something

When a visitor click on the Messenger launcher, I would like to see the Messenger directly and not the conversation. How can I do that ? Thank you for your help !

I have noticed in one series that some users leave a path "Not matched and removed from path" although they absolutely no reason to do so as the rules and exit rules of such path and series.  The path and series is pretty basic, only a suite of emails with entry rules, emails and wait tags in between. I can't find any reasons for this happening in the help center. Do you have an idea of what may happen ? Or informed about a bug ongoing ? Thank you for your help

Hi,Is there a way to underline text when sending a reply in Inbox?I can only see an option to bold or italicise text, and the keyboard shortcut Ctrl + U does not seem to do anything. Thanks!

I installed our intercom code on our square space site just like the intercom article said under code injection in the header section. However, it is not working. It will not show on my site: https://sellshark.comcan someone help?

I have this mistake and do not know how to solve https://prnt.sc/5RUOMDCiucm3/Help me:)

Hey guys. I'm looking for a better way to interact with our customers through more compatible communication, according to the type of channel I'm talking to them. We have many macros already made in our tool, but they don't work well depending on the channel type. They usually work better for conversations made in the Intercom's chat integrated with our platform, but when it happens through whatsapp or email, it's not so good anymore. It doesn't look good because the macro formatting is not customized and suitable with the channel type communication. In Whatsapp for example, text settings are lost after sending. Has anyone already organized the macros in a more personalized and strategic way that can give me some suggestions?

When can we expected to have the possiblity to forward email and to send emails to more than one receipients?