Fin Product Area

When a customer replies to an open conversation with one of our teammates, the conversation just sits at the bottom of the teammate's inbox instead of being moved to the top. In the case pictured below, the customer responded roughly 2-3 mins ago but no time is attached to the reply so it doesn't get sorted by "Waiting Longest" and just sits at the bottom of their inbox.  On busier days, this can become an issue when a teammate loses track to conversations with replies and leaves a customer waiting longer than they need to. Anyway to have this update automatically with a time without having the teammate manually refresh their Intercom from the browser?

We use Sendgrid to send automatic emails, and if we've not had a response to that email we'd like to get an automated email set up to chase, but it seems as if Intercom tracks the external email to the customer, but doesn't track it as a 'last contacted' from us so won't trigger the chasing. Any help at all would be really really appreciated!

We need some urgent help - one of my associates asked for help a few weeks ago and hasn't had a response.We are using Intercom to interact with our customers, however, part of our business model is changing and we will soon be responding to our customers, customers.We currently use an @intercom email address, as cloud commerce group. We cannot have this address used by us when we respond as our customer to their customer.We have tried to change the settings to use our email address, but this changes everyone to use @ccg. What we need is a way to change the response email address for just a few people in the teams. 

We're working on a rebuild of our website and I'd like to include a button labeled (essentially) "Ask a Question." I'd like that button to open up the chat function and let them just ask their question there. The rest of our Intercom workflow should work perfectly from there.  I feel like a bonehead, but I can't seem to figure out how to do that. Any tips?

I changed the outbound email to HTML editor, but I do not see a way to change it back? Is there a way to go back?

We are trying to set up our custom bot in a way to assign leads to specific teams based on Regions or territories. Is there a way to regionalise leads assignment?

We would love to be able for customers to click on our logo in emails and be brought to our website.

Someone made an import that created wrong and fake users (User ID wrong for the user email) so I need to undo it but can't find a way to.

I would like to set up conversation assignment based on an uneven split and not a round-robin style rotation. Are there any integrations that allow this? Or could this be a feature that can be added in the future?

I need to pull the custom bot ID's out of our reporting. Where can I find the bot ID's?  

The problem we have is our support agents wear many hats and support various different platforms. We have one team setup for each platform. One agent could be assigned to as many as 5 teams at one time. Their skillset determines which teams they will be assigned to. However, sometimes we are short staffed in one area and we need them to solely focus on that platform and not the others they're assigned to. It's a manual process to go into the other Teams they're assigned to and remove them so they don't get chats from the others. Is there an efficient way to have one teammate assigned to multiple teams, and only be active in certain teams instead of all?

Hi! I don´t know if this is only a Finnish problem (😅 ) but after the customer has declined the cookies, chat cannot be available. Hubspot has created a solution where after the cookie declines messenger stays visible, you can open the messenger but nothing works inside (you cannot click any button in the messenger). However, there is a notification to accept the cookies to use the messenger and a button with you can do so. Does anyone have an idea how this could be solved with Intercom?

The user can see the article title, but when selected, the article screen goes blank. I have checked article and messenger settings to make sure everything is set up correctly. What am I missing?

I was under the impression that all chats are forwarded to the user's email, but I'm not confident that's always the case. The closest article I can find on this topic is this. However, it doesn't expressly say that the entire conversation is sent to the user. Is there another article that breaks this all down?

Can I send an email to the same user of a loyalty program in a series after he has reached 4 orders - saying "hey you're 1 order away from a discount" and doing this every 4 orders ? As in a series doing a circle --> every 4 orders sending this email?I can't find a way to add +4 orders as a conditionDo I have to make an entry block for 4 orders - 9 orders - 14 orders, etc? Or is there a more pratical way

I'd like to know if there is a chance I can send an email using Intercom and have the conversation commented on a set task in ClickUp. Any tips or tricks you can give are highly appreciated. 🙂

I would like to know how you measure the individual performance of the service agents of the support team. I didn't get satisfactory data with the tool filters

I want to view all the conversations customerwise and i want to export them as analysis. This is very important for us to know how many interactions the customer has made with our CS team.

Hi there!  We're wondering are we able to tag automatically everyone who a) start product tour and b) complete product tour? Or is the only way to tag these customers to do it manually (based on this article: https://www.intercom.com/help/en/articles/3027087-see-how-your-product-tours-are-performing ? We'd like to show another product tour to the customers who have completed the previous product tour as they log in next time. If the automated tagging isn't possible is there another identification data which will be saved by the users and which could be use for this purpose?

Hello !! We've created a banner with a link to a product tour. When the banner pops up, we click on the link, a new tab opens up with the right url with the right product tour ID in it, but the product tour does not launch. Have you any idea on why it is so? Thanks a lot!BestHélène

I want to add the following CSS id 'data-stable-id-...' manually to the Advanced CSS selector tool in the product tour. What is the syntax to do so?Currently, I am receiving an error

Let's say I want my CS to rate a conversation or a user. add it to the "end bot" type of way or somewhere in their personal profile

Navigating around our Intercom Articles is not easy, finding what you're looking for is mostly predicated on the search bar bringing the right article to the front. We'd like to show the organization and natural hierarchy of our Collections and Articles to users as they browse our support docs. Seeing this in a side menu is very common in Knowledge Management systems like Gitbook or Archbee or tools like Notion or ClickUp (see an example below).  Is there anyway that I could visually show users how our docs are organized so they can navigate it easier? Could this be done in Intercom or through the App Marketplace?

We have created 2 conversion flows:1 personalized flow named "Visitors", for users not connected to our application, whose email address is unknown. This flow has as Rules "Visitors". And an other personalized flow, named "Users" for connected users, whose email address is known. This flow has as rules "Users". Unfortunately, whether on our Android or iOS application, the "visitor" flow never appears. Instead, the "User" flow is always displayed, although the user is not logged in.How do I get the "visitor" flow to be displayed when the user is not logged in?Thank you 

Hi everyone! Since I use Intercom for support purposes in my company, we are planning on developing an integration with JIRA.  What we want to do is notify the user when the JIRA issue is resolved (we can send the event to Intercom) and give two options to confirm wether the issue is resolved or not. The problem is I can't find a way to launch the bot in an already opened conversation. I also thought of developing a custom app to do this but i can't find a way to link the app with the event triggered by a JIRA status update.  Is this possible? Or does anyone think of a better way to do this, maybe via the Intercom API? I'll be happy to listen to any opinion you guys have about my approach to this development. Thanks!