Fin Product Area

We have users on different plans (silver, gold, platinum, vip, etc)... and we want to show different options for each. Can't use URL rules as they are all using the same pages.  I'm passing a "plan" user attribute" through the Intercom code snippet, but I'm not sure how to use it to show different content/options on the bot (or different bots?) based on the value of that attribute. Is it possible at all?

Use Case:Customer uses our messenger to go through custom bot, eventually entering their contact information into the messenger when their situation is not resolved. Is there a webhook on the customer finishing the conversation in messenger so that I can submit that information to my CRM through my Lambda?

In our use case we send specific tags to Intercom when an user tries out one of the key software features for the first time during the free trial - we then want to use this tag to trigger a certain follow-up message in context with the feature just used. Would it be better to use an event based message in this use case? Is there a difference in latency between tag vs. event used as the trigger mechanism/rule for the message?  It's important that the message follows immediately on the action just taken by the user.

Is it possible to create a rule (or audience segment) based on a parameter and a timeframe for that parameter changing? (Almost like creating a new event)

I want customers to click a button in an Intercom Article and for the custom bot to launch. Currently, if I create a button within an Intercom article e.g. CLICK HERE TO REGISTER INTEREST, it forces me to enter a URL. When the article is live and in testing, when I click the button, the bot launches, but it also takes me to wherever the URL leads (or refreshes the page if using current page URL) and makes the Intercom Widget transparent and loses its formatting.  Any ideas?

After user is logged out we clear the intercom session by calling `Intercom('shutdown')` we boot it up again using different settings for the logged out user. This seems to duplicate `intercom.intercom-state-{appid}` in the local storage, we're using `react-use-intercom` if that helps.

We are in the process of doing a PoC with Intercom and noticed super slow load times on the Chat bot. Even the main Intercom.com website is showing 20-30s on a click of a custom bot reply before it loads the next set of paths. This make sit unusable. I am worried if Intercom can't get the performance on their own website, what does that mean for their customers. I spoke to a sales person yesterday and she said they were experiencing slowness but should be resolved soon. But unfortunately not.

I want to know how I can edit the chat replies. When a customer messages the normal chat directly, how can I edit those automatic responses?

Is it possible to achieve this without duplicating the bot and having to maintain two bots who are supposed to always do the same thing?

We want to create a custom bot that guides customer through some questions before their email arrives in our support team. therefore, I created the custom bot (from new conversations) and want to test It in preview mode. Once I start the custom bot and I click on one of the topic, it says "couldn't sent" meaning I can't test the different auto answers I created. Neither can I send a new message in the chat, it seems that I am kinda blocked. Anyone an idea why or how I can solve this?

I am setting up a bot that will launch the first time someone creates a page and visits it. The bot will offer guidance for setting up a feature, so I want the bot to stay open while the user implements the feature. How can I make sure the bot stays open?

All of a sudden today I can't embed an image in a product tour step. Anyone else encountering this? What's up with it?

Some are 1 year old... The messages are attached in our freshly cleared Inbox. I have no idea why these are here. 🙏

Sometimes the messenger appears with a transparent background, blending the messages with the content of the page that we are at. Can we set to always show the messenger with a white / grey background?

We run our custom bots in the manner that Support requests during the day are being transferred to live chat support, while the requests outside office hours are directed to our ticket system. Challenge is that we cannot really use the Resolution Bot if we cannot connect customers to an agent after Resolution Bot has failed to answer. I was wondering if it would be possible to add the "Close conversation" option to requests when a visitor clicks on "Connect to an agent" outside of office hours?  Another alternative would be to enable us to give additional options with Resoluton Bot reply buttons if they are integrated into our Custom Bots: e.g. if Resolution Bot has failed to find an answer, the conversation could go to path X within the Custom Bot.

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.