Fin Product Area

Hello, community. As far as I know, the Intercom supports only dialogue-like communications with the users. Some support team members even told me smth like "we don't believe in off-line tickets".  However, in some situations, the only way to resolve the case properly is to move it from the "on-line chat" field into the off-line. So the whole resolution process would be not as messy as chat can be due to the user's approach to the on-line conversations. What would be the best way to create an option to move the situation to the offline field?Perhaps the intercom has some internal solutions or the community could recommend some additional solution that would integrate with the intercom? Some points that are important- the ticked is linked to the user in the intercom (agent can reach the ticked from the intercom and vice versa)- The answer to the ticked can be performed not from a single agent, but from the Tech Team, Financial Team etc- Tickets should have au

With iOS 15, Apple blocks the tracking of email opens in the Apple Mail app. MacOs and iPadOS coming (read more). That means we'll lose significant data at the open rate level.  The problem…To keep our deliverability healthy, we don’t email people who didn’t open our emails in the last 365 days. That means a lot of people, who actually open our emails, will be excluded from our audiences, as Intercom will think they never opened an email.  What alternative ways do we have to keep our email list clean, without using this open email event? Thanks!

Hi! My team wants to be notified when Marqeta manually reviews our clients. Is there a way for us to achieve this via Intercom webhooks or other means?

We're syncing our customer's Intercom contacts to our system, and when they archive their contacts we want to know which contact we need to update on our system. Is this possible? Edit April 30After some testing. I think it's the other way around. If customers archive their user user.deleted event will be called. But again, if they archive more than 1 user (I tested archiving 2 users), the webhook event will never arrive. Also, if I permanently delete user data, no webhook will ever deliver. Then my question would change to is there a way to know a user has been deleted on Intercom or know if multiple users have been archived?

I feel as if not too long ago, I was able to filter my article by tags and search for a keyword. When I searched for the keyword, it would only bring up the articles that correspond with the tag I filtered for.  Now when I search for an article, I don't have the option to filter by tag. I can either sort all my articles by tag or search for an article by keyword. Anybody experiencing the same thing?

Why is it that Intercom "cuts" a logo or added picture in half in emails? I have talked with support about this a couple of months ago but it is still happening. This is happening when reveived in Outlook.

How can we delete the rating from the dialogue? It is a common thing for us to receive positive/negative ratings based not on genuine experience but on spam messages and/or exploit the possibility to rate the dialogues by bots. How can we delete/exclude the unwanted ratings from the Intercom report 

Is it possible to embed an image inside a paragraph? If so, how?

Is it possible to use the layout tool in the dynamic content section?

How do I setup an automatic message to warn customers that we're no longer online, but on open conversations? There are a few of my customers who like do reopen conversations outside office hours, so I want to warn them that we're no longer online.

Hi, is it possible to insert images side by side in posts or surveys? I want to have different links behind them but when I add additional images they just sit underneath and there's no obvious way to make them sit side by side.

why does my billing changed so much? its 2000 per month now.

can i search for a closed conversation by User id?

Hello,  We're trying to use a custom bot to offer users a way to submit simple bug reports from within our app (although this question applies to our other custom bots as well)  We are building the bot using the standard builder but a problem encountered in testing is that users might take 2 or 3 replies to describe a bug, and our bot triggers a response message after only 1 customer reply. If we set the bot to reply after 2 or 3 customer inputs, there's a risk that a customer never gets a reply if they only used 1 message to express their issue, or that a customer who expresses their issue in 4 messages gets a disjointed and clumsy bot reply right in the middle.  Our flow is a prompt to describe the bug, then a user response, then a thank you message from the bot.  How have other users gotten around this? Grateful for any pointers!   

Why did the chatbot didn't wait if we ask user to select a meeting time ?bot continue the flow and didn't wait for user to select a date time, this creates a confusion

1) Users see one of my banners;2) User clicks dismiss button;3) User will never see this banner again; Question: How to show this banner to the user again if the user again sends data to trigger the banner; Example:if user send "banner_type: yellow" -> we show yellow banner;The user clicks the 'X' button and changes the "banner_type" field from yellow to red;Then the user again sends "banner_type: yellow" --> for now we don't show the yellow banner again because the user previously clicked the dismiss button (NEED TO FIX THIS). Do you have a mechanism for this?Thank you in advance!

Does anyone have any idea or examples of how intercom messenger bot can be used for cancelling subscriptions?

We have a list of 100 selected customers that we want to introduce a new feature to. We have their email addresses. How do we (quick and easily) find the customers and define them to be the ones to receive the Series/Messages. Right now all I can see is manually adding their email address one-by-one under Rules in the Series. And this will take forever to do... any suggestions on an easier way to do it? 😎

I need to set up an auto message that will be sent in the snoozed conversation if the customer is not responsive for X time before closing the chat.With automation, I can set up auto-close, but not sent an additional message to make user know that the case closed due to the inactivity on their part  Please, let me know your ideas, Intercom community

Is "Time to last close (seconds)" in the export report the total time from first open to last closed, not including any time it was snoozed? Is there a way to get just the total time the conversation was actively being worked not snoozed? Our Median time to close has increased and I have been diving into the conversations and reporting and don't see anything that has significantly changed that would be driving that number.

Is there a way for the new conversations to appear in the Team's inbox?

We want to automatically group all users that contact us from a specific domain, e.g. @google.com I'm not sure what best practice is, where this is Tags, Segments or other? This will also be used in our Salesforce integration to sync a field across

Client wants me to remove the bar that asks you to enter your email address, for it is not needed anymore according to the company.I was wondering if it was possible at all, because I couldn't find a setting to remove said text bar.

Does anyone Use Product tours to help with Version Changes on their product ? Looking for a Use Case

Hi all,I want to attach a step to the custom dropdown form element. But because it's not an HTML SELECT element (I use ng-select), I can't use standard triggers for tour advance. "Click on the element" is not suitable, because when clicked the user jumps to the next step without possibility to select any dropdown option."Fill in the field" opens dropdown but does not respond to option selection. Plus, options are overlapped by the tour's backdrop."Next or Done button" blocks dropdown at all. User can't interact with it. Is there any standard solution for such custom form elements? Or what would you suggest to me for this case?