Fin Product Area

Users who don't get a response right away from us tend to simply start another conversation. While the task bot does flag that there's a dupe, we'd prefer to not allow users to start multiple conversations until they've received a reply to the first one. This would help declutter the inbox and save SO much team time!

 I have been advised that using the "Last Seen Less than 1 day ago" is the best way around this but I don't have that option. It works whenever they log in once but the bot won't pop up again for this user and just sits there inactive. Any advice would be appreciated!

Our team members personal emails have been routing through intercom for all the company to see. How do I stop this?

I'm new to Intercom and trying to see what is the best way to connect a form submission data to create new inbox messages inside Intercom. I have a webflow website with a basic Contact Us form that users can use to send us questions.I'd like to create a new message in Intercom Inbox every time a customer submits the form on our web-site, including the form submission data they had filled on the web-site.Ideally, I'd like to pass the email the user entered on the form, and have Intercom connect it with the correct user if a user with this email address was found in the system, or, create a new user for this email if no user would be found. I wanted to know if something like this is possible? And if so, what is the right way to do it? Thanks,-A-

I would like to know if anybody has connected their sales email inbox to Intercom?  And also if you have not connected it and what were your reasoning for that? We have already done it for our support email address but sales email address is a bit different (or maybe I just think it is because I'm in sales 😉) The upside to adding sales email address to Intercom would that we could automate our responses. The downside is that it doesn't share that if you want multiple sales people to have access to a sales email inbox. Hope someone cares to share their thoughts and/or experiences on the matter 😊

Hi team, I checked the docs of Intercom briefly regarding my scenario and got no idea on how to implement hat: 1.Scenario: when my customer reply me with information like name, telephone2.My aim : I have to check validate the name/telephone based on an external database before answering to the customer by my bot , and my bot then have to reply to the customer based according to validation result. 

I have created a transactional email that needs to be triggered 3 timeslast seen more than 1 day orlast seen more than 3 days orlast seen more than 5 days.while testing I received the email twice having my last action/seen on 24 Oct 2021, 1st mail I received on 26th Oct, and 2nd mail on 31st Oct. Have I put the rules correctly, is this the right way to trigger transactional emails/messages to trigger multiple times?Please find the screenshot attached of the rules for the email. 

Hi! We're trying to to connect our Google Group email alias to intercom, but we're not sure what selections to make on the routing instructions. Does anyone have any best practices or advice? Attached an image of where we're stuck! Thanks!

The goal is to automatically add a tag to terrible, bad, and OK conversation ratings automatically after the rating is applied. Then use that tag to search & sort conversations for review in Klaus.

And also if I want to restrict the amount of time a conversation can be snoozed? Is there any ready settings available to do this or any customization can be done to achieve this.

Why isn't there a way to view path analysis on a monthly or annual basis? you can only view it per day? This makes the feature virtually useless....

We've been making use of the Custom Attributes in the Conversations we have for support contacts. Initially we'd hoped to have them automatically filter out more detailed layers based on preceding options, but that wasn't possible. So, to structure them for our team we put them in a specific order:CategoryActivitySpecificResolutionWhile these appeared in the correct order of the Inbox view, when folks were prompted to use them at closure (we made them mandatory 😈 ) they appeared out of defined order, alphabetically.  After much trial and error, and as that couldn't be fixed, we ended up making them:1 Category2 Activity3 Specific4 ResolutionMy question is, is this still the case? I'd rather not mess with live data to confirm! :)

Even if the message itself is only a couple of words long, the email signature and other embedded links significantly expand out the email. Is there a rich-text view which makes these images viewable, or a plain text view which strips these out entirely so that we can focus on the content in the message?

We are moving to Intercom away from Freshdesk, which is a typical ticketing system, for all of our customer support.  I am new to some of the concepts of using Intercom and wanted to understand how each request is organized in the system. The reason is we need to track things a certain way for our SOC2 testing.  Thank you!Gene

When forwarding support emails to intercom inbox, is there a way to apply custom email signatures instead of the default intercom "Username from Company Name"

As questions states, not all our conversations are tagged, which is something I want. Usually we tag one conversation with only one tag. I looked into conversation attributes, but from the looks of it, it's visible to the customers? I dont want that.  Is there a way I can use conversation attributes the same way I use tags today? With it all being required before closing conversation?

Hi there!  We want to use specific bot depends which button user used in mobile app. So far we use method called displayMessageComposer, which doesn't has mentioned options to pass. Is there any option to pass params to intercom and trigger specific bot?

All of the registered users for our site are in our Intercom contacts, are there any third party apps or other ways to use Intercom to allow them to communicate with each other instead of just with us?

I know I can do this in individual messages by having them only sent out during office hours, but I need to do this in my series flow. Basically I need to check for a specific value which we're pushing via API, but is only updated on weekdays, before continuing.

Every now and then I would like to bring up a customer and send one specific person a specific templated email announcement. I can of course start a conversation with the customer via email from within intercom, and perhaps use macros, but then it will be quite a basic bland email.  So basically: is there any way of easily sending one of our beautiful custom email templates as a one-off to a specific person? (so not using rules, series, etc) Thanks

Each message that has been sent to the customer has an attribute "seen" or "unread". Some of the messages that one of my teams is sending have a direct impact on how the future experience of the customer will go on. For example, - a request for some specific action/document in order to use the product X. Depending on when the customer read the request and when reacted, will affect the future conditions. Can we 1) know when exactly the status changed to "seen" 2) set some sort of alerts to it (have a notification that the specific group of messages is viewed by the user)Is this possible to do with the standard features of the Intercom and if not, are there some app/workarounds?

I want to add tags to conversations that happened in the past. How do I do that? Is it possible?

In my custom bots I would like to have a column called "Date last updated" you can have last updated by, I need to know when changes are made to the BOT, is this possible

I want to filter for all users seen between two dates. "Last seen" does not work as the users will not be included if they were seen after the closing date in the query

Create a signature in outbound email. Having issues with the new "box" editing I would like the signature to be all in one edit box