Fin Product Area

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

The Articles report shows "Opportunities" (search terms with no results), but we would like to see all searches, including what results (if any) were returned. This would help us understand better how our Help Center is being used, what topics are most important to our users, and whether our articles adequately address the searched topics. Do you provide a way to get this information?

LinkedIn link in the Help Center footer hits a LinkedIn auth wall. Any tips on how to get around that?

in the past there were control on permissions mean not all users can get access to the inbox now I see all the users can access  pulse is there any way to prevent assigning the conversation to the teammate but still can have access to inbox

Any good reason not to utilize Intercom for sending marketing emails to our whole email list, whether they have ever interacted with our site/app or not? I feel like Intercom's expected use case is engagement with only the people who have interacted with your site or app in some way, and not for people whom we know about from our Sales team and outbound efforts.At our small-ish size I'd like to use one tool for all emails, instead of Intercom for users and something else like Sendgrid for the other leads.To accomplish this I would setup an integration where all our new Salesforce contacts were sent to Intercom as Leads, using something like Zapier.Would you recommend this or not, and why? Thanks!

Is it possible to embed Intercom in a Shopify Page? Or is there any other way to make Intercom full-screen rather than only a box in the bottom right?

Hey guys, we are a german based company, in e-mails we are comitted to post our company details to emails. There is no Signature-Feature in Intercom, so we tought about a workaround. The workaround would be:Get Message from Customer per E-MailIntercom send an auto-reply [JUST FOR E-MAIL Conversation]Text would be like: We are currently very busy and write you as soon as possible. [Now our company details, that are required from german law.]From now on, we dont send any company details, but we had it in the first response, so the law-situation is fine. Any ideas how to set it up, that every FIRST Message via EMAIL get an AUTO-REPLY? Thanks for help! Andreas!

What workflows does your Support team have in place in order to keep Account Managers, Customer Success Managers, and other customer-facing teammates informed of conversations coming from specific clients? Currently, our Support team comments and @ mentions the dedicated CSM in a note once we've begun engaging with a user on one of the teams our CSM manages. The CSMs tell us no ping ever feels unnecessary, however, there are a few downsides to our process: it's manual (it's easy to forget) and CSMs might not want to be made aware of every user's message. We also have an Inbox for the segment of accounts managed by CSMs, but viewing all conversations can be a bit overwhelming to scroll through. The feedback we've collected from the CSM's is that they wish they had a report, like a dashboard, displaying only their client's conversations 🤔 What do you recommend?

Hi Everyone, I am having this weird problem of persistent customer messages that keep showing up if users navigate to a new page or reload the same page. I set up banners with a dismiss button enabled. You can dismiss them, but then when you reload or go to another page, it all loads again... You can reproduce the bug here: https://heylama.appAfter 10 secs you'll see a banner at the top. Click it away and navigate to another page (courses) or just reload. It will show up again. How can I fix this issue?

We've received reports of Intercom's chat widget causing issues with with some of our font styles on our website. This has so far only shown itself in Chrome. It appears the injected style tag has sereval styles (a, inputs, h1-h6, buttons, lists, etc.) that are not scoped to the widget allowing it to bleed over affecting the host page. I have attached a screen recording of the issue: https://www.loom.com/share/25a90ef7ee50477a98b202fa13b82c73   

How do I change my auto-replies?