Fin Product Area

I am trying to figure out a way to link between bots. I would like to be able to have users jump to a different bot if they go down a specific path. This would allow me to have a bunch of smaller bots, rather than one large bot which covers all topics. 

Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet? We are building a dashboard with metrics from various types of tools we use, and wanted to include intercom. Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet on a monthly basis?

Our company uses Intercom for Marketing, Sales, and Support. I am wanting to create some product tours for internal training purposes but don't want to risk going over a limit if there is one.

I want to completely remove the possibility for clients to write to us so they can have only the custom bot. Is that possible? I couldn't find an option to remove the "Write a reply".

i’m creating series which has a path where user completes tour then a custom bot comes up. however, if the user cancels the tour, I want the bot to still come up after they cancel. i don’t see a rule that caters to this. is this simply 'when user viewed tour'?

Hi there, we have used intercom for years and need to re-strategize our support structure. We've grown a lot lately and now there are 15 of us in the queue (3 at a time) mainly working out of the "all" queue and sorting by waiting longest. We have two teams in Asia, and one in South America and we have 24/7 support. We're a B2B software product. Users are in our product much of the day and leads are handled outside of intercom.  Goals: Less unique support reps on tickets (currently too many people having to go back and read through comments and ask repeat questions)Keep response time the same or improve response time (15 median first, 5 minute median, 30 min average response time)Provide our higher paying clients faster support. Ex. if there is a case for a lower paying client which came in before a higher paying client, and none of them have a response yet, we'd want to work the case for the higher paying client first. Before we start building this, I'd love

How do we set up the custom bots to display a message that we will be back on the next business day once a customer contacts us after our business hours. Because right-now this is what it shows.

I have many customers (corporates) that block links from the the domain intercom-clicks.com which means, all links in my newsletters and email, don't work :(  I need Intercom not to change the links in my newsletters. I know won't have the click tracking reports anymore, but that's not relevant.  Where can I do that? The help article doesn't clarify it https://www.intercom.com/help/en/articles/2706708-what-is-click-tracking/p>.

Is there any way to go back to the old inbox ?

Hello Interconnected, I hope everyone is doing well! I am creating an onboarding flow thanks to Outbound and I was wondering if you can condition a specific email sent regarding a previous email received? For instance:IF I received this email before AND I am on the target audience THEN I receive this email. Thank you in advance!

Hi I need to do a product starting on a website A and during the tour I have to do the user clic on an item that show you a feature in an other wbesite B (websites A & B have two different urls). I did mention "navigate somewhere" to set up all my pointer, but when I test it on preview when I click on the item to show the new website it reload itself to and stay on the first website and the product tour closes.

Hi, I created a cloudfront distribution that pointed to intercom.help for our company and that works fine, it's all set up with no issues. The problem arises when i went to review AWS Security Hub to review best practices and I noticed a critical issue. The title of the best practice is "CloudFront distributions should have a default root object configured". I reviewed the guide to set up a cloudfront distribution from Intercom and it has no mention of setting a root object. I wonder if anyone else has run into this and solved it? I've tried a few potential root objects like /en since that's what it redirects to if i got to intercom.help/company but everything i've tried to add it just redirects to a 404 page.  Thanks

​By accessing the resolution bot section, I don't see unanswered questions. Also, if I try to answer a new question by searching for a highly used word, no result comes up. Do you know why?

When we integrate the API into our app, there's a space in the conversation. Can anyone help me with how to fix this? Thank you

Why cant my customers open multiple conversations? They only see the option to see all conversations?

New Inbox initial thoughts... I'm seeing a lot of unused space and the new inbox seems to "waste" quite a bit in comparison to the old version. I'm no longer able to see the detail I used to previously. I'm attaching a screenshot where I've colour-coded the section from the old version onto the new, and you can see how much detail has gone when you're actively working on a conversation... 

I need to change colors for different parts of the chat, like replies, hover states, etc. but there is only one color that I can change in settings. Where are the rest of the color/font settings?

When a customer replies to a message in a closed conversation via email sometimes this reopens the closed conversation and other times a brand new conversation is opened. We would like for a customer reply to always reopen the existing conversation so that the message thread is maintained but are not sure what the logic behind whether a conversation is reopened or not is or how to control this? We have disabled the "Prevent replies to closed conversations" option and are also using "Use an Intercom email address" as the default sender address. Thanks.

Hi there!  We're having an issue with our Intercom web integration. When we trigger the messenger to open with `window.Intercom && window.Intercom('show');`, the widget appears and then immediately disappears. We are wondering what would cause this behavior. Any help is appreciated -- thanks!

Something like that :  

Within a new conversation that was initial supported by custom bot, is it possible to reference conversation data fields in macros after handing off from bot --> human? Thanks in advance.

Is it calculated from the start of the conversation or is it calculated from the point I start to write with the client? The situation is that for example My colleague writes with some client but he/she needs my help so I overtake the conversation from the queue of my colleague to my inbox and start to write with the client instead of my colleague. Would my first response time be calculated from to complete beginning of the conversation or from the point I start to write with the client?Thank you so much, Lenka

We are adding a new product tour and want to show a custom Complete modal view (our app would be responsible for the code of the modals ) when the tour has been completed with some CTA buttons inside it. Is this possible?

How can I limit the access to the user's data for particular agentsHave access only to the customers that this particular agent "owns"Even those user's agents cannot see email addresses and phone numbers (for calls Toky is integrated)There are few other things that I would like to limit but until now I would appreciate any advice on this :)