Fin Product Area

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?

When our customers are live chatting with us, they are not able to interact with our software correctly. If they need to click on a feature/option that is hidden behind the chat window, they must close out of the chat completely, interact with our software, then come back into the chat. This is a clunky experience for the user. Especially when we are asking them to interact with the software as part of the live chat.

Is there any way we can work around the limitations that the article has? We have some pretty long articles, with several sections, and we can't manage them with such restricted tools. Maybe there's a way we can make it work?

We have multiple workspaces and team members who work in both. We are also using the Balanced assignment, so if they are active they are expected to work incoming conversations. However, I noticed when setting them up in an additional workplace, if they are active in one, they are also active in another. How do I make it so they are active in one but away in the other? It's disrupting our workflow and is causing additional work 😞 Thank you!

Hi there 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

Hi! We're trying to measure how satisfied users are with our articles and we'd like to use the reactions to do it. However, we've got a very low reaction rate. We've already added a written CTA to the articles. Any other ideas? Thank you!

Greetings,I cannot see an option to access the conversations which cost us our SLA, when it comes to high First Response Times I just see the time stamp on the chart.Pinpointing the conversation seems like a very cumbersome task, is there any way we could have that in our reports? Best,Saman

The permission reminders are crucial for email marketing. How come there's no solution?

Currently, I have a bot that launches from a button. We've decided that the bot would actually be better suited as a from a new conversation bot. How can I switch the bot to from a new conversation? ​If I go to copy the bot it only gives me the options of from a button and from another bot. Is this supposed to happen? Just hoping to avoid rebuilding the boat from scratch as that would take quite some time.  Thanks in advance! ​

 Are there any plans to enable workload management based on channel or tag and not just team? For example, I'd like to be able to limit the number of live chat messages that my teammates receive while allowing them to still receive emails at the same time. In the above scenario one could receive an unlimited number of new emails which can be handled on the agents own time, while having a cap on chats which require the most immediate attention up front.

I have designed a multi page tour which guides users to different pages within the application to show them important features and what they can do. However, when a user traverses from one page to another page, the modal window (as part of the product) tour appears even before the actual page is loaded. For end users the tour appears as a very wonky experience as a modal window/tooltip appears even before the page is loaded. Any ideas why this may be happening or how this can be resolved?

Banners are a web app only feature, so how do accomplish somthing similar in the iOS app? I've seen the article that discusses dynamic custom bots for iOS which says to use and attribute that gets populated with iOS app current screen. That attribute is then used in the Rules to trigger a message. I am thinking if we can get an attribute like that then we could use a Post message in lieu of a banner. What do you all think?

What just happened to Intercom?

Scenario:We are trying to get a banner to display on our website and user account to remind the client that they have an upcoming Calendly booked appointment with us. We therefore want to use the date and time of the call in the banner message. And display the Banner message continually until the appointment time. Problem:However, it doesn't appear as though a Banner can be triggered to appear from custom data. Is that correct? And if so, is there another way to achieve this objective?