Fin Product Area

This employee no longer works with us. We need to remove her access and give access to a different employee. How can this be done?

Anyone know if you can search beyond the canned date range conditions in Inbox? I only want the last 7 days worth of conversations, but that filter does not seem to accept other input (that I can see).  

When user opens chat section in my mobile app, I want toShow certain selectable options to users based on their account level (I.e. previous orders)When user selects an option then show more options or data (from DB via API) or existing articles (in intercom)Ideally, I would like to show clickable (touchable) HTML snippets as these options  Is this possible in custom bots, or is there any way to achieve this via intercom API?

How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time? Rather, it's accounting for the time a convo is open, even if an agent is working on 4 concurrent chats. Handle Time is usually the actual time spent working in the ticket, even if there are other tickets open - those other tickets that are not being worked on would not be accounted for as 'Handle Time'. Trying to find a way to forecast accurately without this data.

Is it possible to allow a tour to allow multiple forms to be filled out in a single step? For example, we want to use a tour to review our new widget setup functionality and there are 3 total fields that need to be filled out (two drop downs and a form field) but the tour does not recognize the drop down fields and if I select the last field that is a standard form field you can only fill out that field. Ultimately I'd like a contact to be able to fill out all of those fields and then click next to advance both the product tour and our wizard (which will not advance if everything is not filled out).

Hey. Impossible to save Segment, error displayed again and again is "An error occurred while loading your users." Any help? Thanks!

Hi everyone, I'm trying to find a workaround for the next use case:I need to collect feedback on why a customer didn't like a help center article. So if they responded :'( or :I to the inserted survey, we can ask them WHY it wasn't useful.I don't want to trigger a chat.

Can I pass user data in a link with query string? I.e., the user clicks on a link in their email and I customize the page with their name/email based on the data passed in the link.

Messenger DNS lookup and follows links entered into chat, for unknown reasons. (not showing preview in messenger) Is this controllable per installation?

Currently, with "Ask for conversation rating", the operator sends the cast rating when a conversation is closed the first time ( provided it meets the criteria).  But we do open the conversation again and try to resolve the customer queries, once doing that can I trigger the cast again manually or automatically when the conversation closes the second time, without using a third-party app.  By using a third-party app, we will lose the cast report generated by intercom internal report and further downstream where we use intercom db 

Does anybody have a workaround to be able to not let our intercom chat agents see any links in forwarded emails to our inbox in Intercom? This to prevent possible spoofing attempts and other hack attempts from outside. If we would format it from within the gmail forward e-mailadress to non-html it's not really easy to see the message in intercom so this wont work either. Maybe some people have tackled this issue.

Is it possible to see the answer right below the title of the article instead of having to click into the article?

We want to ask webiste visitors through Intercom Messenger (Task Bot) a yes/no if they are from a company. Based on their reply we want to ask them:NameCompanyPhoneEmail Or NamePhoneEmail I can't see that this is possible to do?

Example:Send an email to your support inboxReply to the email with text "test1"See this email sent to the customer: I want to add extra details like Job title, Phone number and other details required for us, how can I do that?

Just curious if anyone is using the new Survey feature with Inbox conversations, and how you're doing it.

How do I assign a conversation to a team through chatbot? I know I can assign conversations through a follow up action, but it only gives me the option to assign the conversation to a specific user or Unassigned. Is there any way to assign the conversation specifically to a team?

Does anybody know when or what triggers an email reply to split into another conversation? We had a user write in through email for some support assistance. Their first two replies were kept in the same conversation but for some reason after these two replies, every new reply by this user opened a new conversation in the inbox.

I know it comes in the footer automatically. But I'm seeking to proactively add a button in the main part of an email that directs users to manage their subscriptions voluntarily. I'm not sure if that's possible but hoping someone might have already sorted that out? Thanks!

Really excited about Intercom's conversational support dashboard, but instead of seeing a snapshot in time (ie a time period compared to previous time period), I'd prefer to be able to pull a chart that shows data over time on a weekly or monthly scale. This is something our team would benefit from for a lot of metrics within Intercom. Is this available somewhere or does upgrading give access to this kind of reporting?  

Up until December-January, we had a stable and consistent coverage rate growth. It correlated with the amount of content we added, both in the form of RB answers and Help center articles (we have the article suggestion feature enabled).But starting from February, we see a drop in coverage that we cannot explain. The questions we receive are pretty much the same, and we didn’t make any significant changes in our content/settings.  The weirdest part is, if I look at the stats day-by-day, I can see that, for example, Mon-Thu, we have an 80% coverage, and then, on Friday, it’ll drop to 40%. We never used to have drops like this before February.I believe the issue might be in the article suggestion feature. On a normal day, our bot sends out 100-150 article suggestions. But on other days, when we see drops in coverage, the number drops to 15-35. The number of answers sent seems to stay consistent. Has anyone else experienced anything similar? We'd appreciate any insights.

In Chatbot continue with condition, Is it switch case or if it works or else should work..?

Is there a way to see articles in Mobile format while editing in the backend? i.e. I don't want to login to my HC on my mobile phone, I want to see the formatting etc before publishing in the article editor, in mobile format.

We will roll out a new tool to handle our newsletters (used Intercom up until this point). The unsubscribe page has the option to unsubscribe from all marketing emails. Is it possible to customize the content of this page, as unsubscribing in Intercom will not unsubscribe the user from the new newsletter tool?Or do we need to try to integrate the subscription types into the newsletter tool?

Our business relies on calls in our sales flow, either through a phone call or WhatsApp call to discuss their application further after they have submitted a form on our website. 

Hi all! I'm building an app using Canvas Kit and I couldn't find how to configure a basic auth header in Intercom to send it to my banckend endpoint.