Fin Product Area

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 :)

Hi, I've set up a PT but all the pointer boxes are not aligning to the elements. Even if i narrow or widen the css selector fields. It always sits below the element.  Any ideas on why this would be happening? Thanks

How do you grant access to custom reports?

Hi, We are a medical startup in New York using Intercom to automate our interaction with patients - current and new. We already have some automation configured such as series and other aspects and are looking to bring an expert for a long term relationship to help us maintain and expand our setup! We are happy to setup a contract with you on UpWork. Please let me know! Thanks!

Hello! I am testing on an iPhone 8 simulator in Xcode running iOS 16 – trying to get ready for the new release. I notice that now on the customer side, the last character or word is cut off, either sending or receiving – on the customer service side it looks normal. Everything works as expected on iOS 15. See screenshots below. I didn't see any other tickets open about this and nothing came up with a google search. Any ideas as to how to fix this? Thanks very much! Customer view:CS view:

Emails are coming in separate from their original conversations. Is this how the customer is replying to conversation? What could be causing this?

Hi,​following the custom action guide, I tried to do an outbound HTTP call with a POST request. In the request body I added the corresponding JSON (according to the description in the UI wizard: "Specify the body of your request in JSON format. You can use the selector ({...}) to pass Intercom attribute values in your request body.") like this: { "ownerEmail": "ash-ketchum@example.com", "pet":"Pikachu" } ​When retrieving the call in my application, I see the following HTTP request coming in:​POST /my-endpoint HTTP/1.1 Host: myserver.com User-Agent: Faraday v0.17.3 Content-Length: 66 Accept: */* Accept-Encoding: gzip,deflate Content-Type: application/x-www-form-urlencoded Date: Fri, 01 Jul 2022 12:19:53 GMT   { "ownerEmail": "ash-ketchum@example.com", "pet":"Pikachu" }The problem is that the "Content-Type" HTTP header is set to ​"application/x-www-form-urlencoded" in

I want to export all of my articles from the Help Center, how can I do that?

I would like to allow agents on our end to evaluate each conversation and use this data as a part of the lead/user scoring.  Could the community please advise what would be the optimal way to do so

Do you have sample code on how to get the list of conversations for all users with the date range?

When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

So a few minutes is too short, an hour is too long, and dynamic could set false expectations. Is there a way to set it so it always says (preferably only during office hours) "We’ll reply as soon as we can"

Hi! I'm using Articles for the first time to re-vamp our company's Help Center. Can someone point me in the right direction of any helpful "Articles" guides or courses? Also, any best practices while building a Help Center within Articles? Thank you!

I got an error when trying to download a *.csv file, but when I went through the unsupported file list (https://www.intercom.com/help/en/articles/3074152-accessing-unsupported-attachment-file-types *.csv doesn't seem to be one of them. This kind of files are very usual in our day-to-day, so it's important for us to solve this issue.

See screenshots.

Its so weird. Im trying to create an email with headers and footers but upon saving, the header and footer just goes away

I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

https://www.intercom.com/help/en/articles/6274919-can-i-use-all-the-same-features-in-the-next-gen-inbox

Do your customers ever seem to stop receiving your messages mid conversation?

With surveys turned ON, is there a way - rule / tag / specific macro / or ? to turn off survey responses for a specific conversation where a specific macro is used?For comparison, in Zendesk you can tag a macro as 'Do Not Survey' so its automated no surveys go out.

I am currently able to see the total responses to conversation ratings triggered but I am unable to see the total conversation rating sent for a particular period.  I would like to use this to determine the response rate to conversation ratings triggered when agents reply to emails. Can anyone assist me?