Fin Product Area

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?

Is there a way to have in-series emails go to users only during the user's local time zone work hours and work days (avoiding holidays)?

The messenger bot doesn't have a 'close' arrow on our website. I've looked into messenger settings and this doesn't appear to have the functionality for me to amend. Any recommendations on how to fix this?  

Does anyone have recommendations on how to include an email signature without copying and pasting every time an email is sent out?

How do I upload a list of emails to send an outbound email to on Intercom? These users have signed up to a waiting list and we want to use intercom to let them know our app has launched on Android.

Hello everyone, Currently my website is using wordpress and has installed the intercom plugin, the registered users are synchronized to the intercom and I am worried because the costs are increasing every month. I want to disable user sync when registering and only want to sync with a certain group "Customer" instead of "user" Customer means a customer who has made a purchase on the website. user is a user who just signed up for an account and hasn't purchased anything. Can I do it? Thank you.

Was looking into using mobile carousels and decided to run some tests to get a feel for it. However, during the tests we're unable to get carousels to pop up on Android devices despite being "sent" from Intercom. We have no issues with iOS devices. The carousel is set to show automatically with no specific trigger event. Have also tried testing it by setting it to Android only but no luck there. Anyone run into this issue before or have any other suggestions?

Currently there is only 1 Bot identity that is used across all Task, resolution, operator, custom bots. We have a growing number of use cases where it would be ideal to have an option for multiple identities to select from. We would have 1 identity for tasks like sharing the support wait time, sharing articles, etc. Another bot for inbound sales qualification. And a third for our outbound Custom bot messaging we are sending from our CX team within our Platform.

I want to be able to send links of our Intercom Help Articles by attaching them in the body of an email to an external person. The problem is they have to have access to our platform first before the link will provide them with the article. Isn't there a way to send a help article without granting someone access to our product where our help desk lives? Like straight from intercom itself and not the solution we've linked Intercom to?

Hi there - One of our custom bot options is to be transferred to our sister company. When this option is selected, is there any way to either transfer the chat to another Intercom account or have an automated email sent?

If we create a post and users don't read that post they don't get an email am I correct in assuming that? If it is so, we would have to create Series and set up a fallback email?

Hey, is there a chance to get additional columns into the data export? I'd like to get questions/answers exported prior a chat is routed to an agent (chat part handled by operator; questions as header). That would help us to streamline the data. Thank you

Anyone finding good ways to organize bots? I’ve started to use bots across our whole website and getting cluttered. Would love to be able to tag them, or have “groups” on the bot page I could organize them too. Maybe I’ll post in the feature request groups too!

I want to create two different entry rules for a series and ensure that a user can only meet the conditions for one of those rules. That is because I want to A/B test a series start message, and all series begin with entry rules. Here are limitations relevant to what I'm trying to do:1) Split tests can't be used to begin a series2) Only users who meet certain conditions are eligible to receive the B version of the message, so these conditions have to be factored into one of the entry rule blocks3) All Intercom objects (tags, rules, split tests, etc.) between an initial entry rule and the first message sent introduce wait time before the first message is displayed for a user In the form of a question: how can I set some kind of priority to entry rules, such that Intercom first looks at Entry Rule Block 1, and if a user meets those conditions, the user begins the series there, and the user is not checked against Entry Rule Block 2? Or, is there some other way of ensuring that a u

I have a question about WhatsApp.How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday    

Our saas product has dynamic URLs that bring up different results as part of a search. I would like a tour to be dynamic as well.  How can the tour move from page to page? Is it one tour or multiple?

I did a survey and the percentage of respondents to it is not high, I would like to use the link to the survey through "Additional ways to share your survey" to give only users who did not answer the survey to respond to it.

I would love to know how I can add bigger pictures to product tours without the boxes becoming scrolling ones. With any picture + a only few lines of text, the size of messages quickly becomes too 'big' for the message box leading them to become scrolling. I've read the guide below so I understand there are limits to how big a message can be before they become scrolling - but just now I've also seen a tour on another app where the image seems to be quite a bit larger than what's described in the guide. How did they do that? Am I missing something? The guide I've read; https://www.intercom.com/help/en/articles/3095688-best-practices-for-using-intercom-s-product-tours The image size I want to have as well (which seems bigger than described in the guide): 

We want to lean on tags to inform what topics/issues we should address via Help Center articles. We are trying to find a balance between not having so many tags that agents can find overwhelming but having enough that they address issues that are commonly found. What are some strategies that work to get this done?

Is it possible to make it so that those who contact me in chat receive my reply both in chat and in their email inbox? Sometimes the person who writes in chat then logs off and doesn't come back for quite a while and I would like to make sure that my reply is read. Thank you