Fin Product Area

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.

Hi do you have open API or modules like what Drift has that can show real-time customer support metrics? https://www.rippling.com/support-status 

Hi! I would like the bot to send a welcome message as soon as the user starts a new conversation. However, I would like the user to type in his question afterwards (triggering the resolution bot keywords), instead of having to respond through the selection of buttons.

Hi, We are using the Series-tool to build communication flows in different campaigns to communicate product updates and/or sale and discounts.As we only want customers signing in during a certain time periode to enter the series and receive the communication, we are having trouble finding a way remove customers from the series and prevent them from receiving the posts and messages after certain time periods. So here is a couple of questions based on the cases we are troubling with. Is there a way to prevent customers from entering a series after a certain date and/or time?Is there a way to remove and/or exit customers who've entered a series, if they don't meet certain requirements further on in the series? We've had cases where a post/chat/banner is set to "try to send for X hours", but where customers who log in after X hours still receive the communication even though the time as expired.

I am setting up a series and the emails are landing in promotions tab, anyway to get them in primary?

Hi, we're trying to figure out the best practice of escalating a support inquiry to other teams within the company; for example - R&D, eng; or biz dev; obviously, not all of the team-members on these teams are on Intercom. Would be grateful for advice.Thanks!

We have an event that can trigger multiple times, e.g. customer ordered a product on our app.As a result of this event we'd like to initiate a set of actions within Intercom, e.g. send an order confirmation email to the customer, and add some tag to their contact. Due to the nature of the order event , this event can reoccur multiple times, and we'd like to send the email to the customer for every order they place. We tried using the series concept, but it seems like a customer can only enter a series once. The next time we try to trigger the same event the same customer won't enter the series flow once again. Is there a way for a customer to enter a series more than once?

I have added one custom Email template. When during New Message I fetched it from my saved templates it does not have edit option. Please assist me in this.

Hey! I've been reviewing Intercoms documentation. Would like to hear some use cases for tracking in intercom, inbox, articles & series. How did you set it up? Which google products etc did you use? We're not currently utilizing any tracking outside Intercom Reports and want to uplevel.

Hi everyone!Is anybody tracking the First Contact Resolution Rate metric within Intercom? What approach do you use?

 I know I can exclude them from each individual message, but that would be very cumbersome. Hoping there is some setting or hack that would allow us to opt out selected users from all future in-app messaging.

The avatar does appear when the sender is selected among the "Teammates", but not when selected among the "Custom addresses", which is the recommended way. 

I've double checked the "Show my tour automatically" settings and still. The tours only launch from the in-app chat, this is the only consistent place that launches the tours. I have adjusted all aspects of my product tour and it still won't launch, anyone else experiencing this issue? P.s - I've made four tours so far and all of them have this issue.

Hello, Outgoing e-mails from my website (WIX) are sent to intercom but are considered as spam. Is it possible to authorize a domain name to send e-mails to the intercom inbox? thank you

Hi! I am currently developing a custom app to connect Intercom with our Helpedesk platform (JIRA) and I have a cuestion about a feature that I don't know if it's possible to use. We are showing our customers a Live Canvas in the Messenger home screen with their opened issues wich are linked with Intercom conversations. What we want to achieve is that the user can click on the elements to open the corresponding conversation in the messenger (we have the related conversation ID stored in our server). Is there a way to trigger the action of opening a conversation in the messenger through a canvas or via javascript? Thanks for your help!

Hey team, is there a way I could link directly to our website and pop the messenger?I'm sending an email from Intercom to a lead and wanting to add a link that goes to our site and pops a new question on the messenger.I've tried searching the help but unable to find anything. Thanks

Hello, we've some problems displaying event metadata info in custom bots, it seems that the filters works fine but metadata not being displayed.here are some screenshots which explain our situation.  Has someone the same problem?Thank you!

I have setup a Series with a Rules block that will try to match the user for 7 days. One of the rules applied is if the user has a certain tag. The tag is something we apply manually, so those 7 days gives my team some time to add the tag as that's not done automatically. I thought that once the tag was added (and the user matched the rules), they'd move down the "Matched" path right away but it looks like Intercom will keep the user there for 7 days, and by the end of those days, it will move the user down the "Matched" path (or exit, of they don't have the tag). To me it would make more sense if Intercom checked for 7 days if the user matched the rules, and if they did, they would move along right away, regardless of the 7 days. If not, they would exit after 7 days still. Do I understand how this works correctly or am I missing something?

Is there a way to send an automatic Out of Office answer for an individual team member when their status would be set to "away" or "away and reassigning"? Would be very helpful to manage expectations of customers.

I have been using snooze as a reminder button. Under what conditions is this snooze removed? I have noticed that if i reply to an already snoozed conversation, the conversation is no longer available in the snoozed section? does this mean that the snooze is no longer valid?