Fin Product Area

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?

I've tried to use getElementByClassName('intercom-post') but its not good enough selector. Is there an api like Intercom('onShow', f()) for posts (not the messenger)?

I've been on the lookout for a way to include a checklist of sorts with our new user onboarding. A co-worker shared this from what I believe was Kajabi. It looks like they're Intercom users as well. Anyone know what this app/integration could be?

Hi,I have enabled "Require teammates to set up two-factor authentication (2FA)" - but it doesn't seem that Intercom "forces" teammates to enable this. Is there anything I can do to force them?

We would like to implement a custom bot that also shows some short explanation videos in order to solve customer request. For example: Customer doesn't know how to scan the product in our app - we would like to explain it in a video as its easier to understand than only text. I saw that you can add a welcoming video but I didn't see anything about videos within the custom bot itself.

I've set up a product tour with pointer steps. Why does this tour not fire?

I'd like to customize my outgoing messages from inbox (not outbound), a header with our logo, our social media, etc. I've created a template, but I can't find a way to insert it to my outgoing mails in inbox.Has anyone solved this?

I’ve accidentally tagged a lot of users in bulk, how do I untag them?

How do I move one of my existing outbound messages into a Series?

Hi, we are looking for a way to effectively search our inbox. In the article at https://www.intercom.com/help/en/articles/2553448-search-and-filter-your-conversations-in-inboxit is described that searching with keywords should be possible, but the examples always refer only to the existing filters. I have already seen that via API calls probably exactly what I mean is possible, however we would rather use the "normal" Intercom interface. In outlook there is the Advanced Query Language and in Google something similar. Does this also exist for Intercom? Thanks in advance & sunny greetings from Berlin!Michael

We're using the custom launcher on our website and it seems that randomly the script will eat clicks to the component and not launch the messenger. Is there any debugging suggestions for how this might happen? We've debugged using dev tools and clicking on the element with no console errors or anything else that might signal why it's just eating the clicks and not popping up the messenger. We don't have any click handlers and only pass in the class so we're not sure what else we could do to fix this problem.  > custom_launcher_selector:'#my_custom_link' Has this ever been reported before?

Hello everyone! Any suggestion on how to measure the impact of our custom bots both from a path analysis perspective and customer satisfaction's one? Have you been able to find any good integration to be tested? Thank you!

Hello, I do not find the solution neither in report or API so I ask the question.I would like to extract (interrface, csv or api) the number of conversations per user & customer but also the number of messages par user / customer The idea is to be able to report and take decision according to those statistic. Thanks for any help on this. Sylvain