Fin Product Area

Hi everyone, i currently use the export job API to retrieve the message stats that we use to calculate series and messages performance metrics such as open rate, ctr, bounce and spam rate and so on. We do this by running a script on google apps script that has the following functions: Creating an export job with the desired (and user defined) time rangeAfter the export job is created, constantly check untill the job status is completedOnce the export job is completed, the export job is downloaded and written to a spreadsheet page, from which all metrics will be calculated. Since this process currently runs on google sheets, it is highly limited in terms of volume of messages that can be analyzed, as gooogle sheets has a high performance penalty when handling more than 50.000 rows,(our current row count for a full week of messaging is about 100,000 rows, which means that we can retrieve results for shorter-than-a-week intervals at each time) Aditionally, this format doesn't provide

I have a series that I set live and some customers progressed through the series immediately even though the first post has been set with "if not online after 5 days" and they have gone through to the next rule block and then been sent a chat. What would make this happen?

I am setting up product renewal emails to send through Intercom which will notify a customer of the upcoming charge associated with the renewal of the product. I would like to add something to the email such as "Have questions about your current product, need to update your subscription, etc." to email and when the customer clicks the link, it opens up a new chat with the support team and the customer to answer any questions and potentially prevent a customer from canceling their subscription.

I've had Resolution bot working away and there are no 'unanswered questions' showing available.

We have a team that only sends messages but do not take conversations with customers, they lose about 5 to 10 seconds each time they use Intercom and use a macro.Thank you in advance for your lights! 😊

I've built an app that is returning a list of items with a formatted date like 6 June 2022 12:02am. I format the date on the backend side, so it's based on server's timezone.How can I get the admin's timezone, and format the items based on admin local time? Thank you!

Is the tooltip feature available for apps?

The list of goals don't meet my needs for my Product Tour, how can i add new goals to the list?

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?