Fin Product Area

Most of our customers leave the chat and reply over email the rest of the lifetime of the conversation. When they reply, intercom doesn't even attempt to strip their really long email signature. Can intercom please fix this?

Let's say I have a help center article (Example 1) that includes a link to another help center article (Example 2) If at some point I retire Example 2 to draft status, this means the link to the article in Example 1 would no longer work. Is there an easy way to identify when retiring an article if it has been linked to from other articles? I'm trying to avoid building and maintaining an internal database with all articles that include links to other articles and cross-referencing whenever we retire an article.

If you have more than 7 (like 12 or even 15) posts you want your customers to receive, then how do you do it and not get blocked by the "max 7 branches" rule? I know I can branch out at a step befrore but that still would not ensure a customer would receive the messages in the branches that "the other" prior step leads to. Like Welcome A leads to Posts 1-5 and Welcome be leads to Posts 6-10. However whenever a customer/lead matches any of the rules related to any of the posts I'd want them to receive that Post.Hope I'm making sense 😎

We are using Intercom to engage with our sales force and many of them are repeat users meaning they contact us regularly and sometimes with new issues while another is still open.  So right now using the messenger can be very confusing for them because it is just one wall of text. Is there a way to visualize separate conversation streams in the messenger and log them as separate conversations? More like a classic ticket approach where users can check the status of these individual requests. Thanks!

Hello Guys, IMPACT: HIGH We're using the following API to detach a tag from the conversationhttps://developers.intercom.com/intercom-api-reference/v2.1/reference/detach-a-tag-from-a-conversation But the API is detaching the tags from all the messages APART from the first message in Inbox. We need the tag to be detached from the conversation entirely.  This is P0 for us and prompt help would greatly be appreciated Regards

Top of the Help center, there is services logo (or text) and text that contain service URL. I don't know how to change. so could you plz tell me how to do it??

I am setting up a customer bot now that asks for shipment numbers.It is not possible to search for the shipment number later when the customer has answered with the shipment number.I can get it in Conversation details but it's not searchable either?

We have a small business, Can we get push notifications when customers visit our websites?

In the Dashboard section of the Inbox, one of the metrics that we use (in Backlog) is "Waiting for first reply". Is it possible to see how this number trends over time (in the reports section)?

We have various chat messages set to trigger during specific time frames. We have noticed that some users do not close messages, and so they just pile up. Ideally, there would be a chat rule that does something like "send if >1 chat messages are open." Does anyone know of a trick to prevent bombarding users with chat messages?

when using Intercom.presentMessageComposer in swift to open chat doesn’t found button attached image in chat how to enable this button in chat Intercom.presentMessageComposer

Looking for some pro tips, any suggestions are welcome :)Background: We need to collect emergency (non-marketing) email and phone contact information for the store admin. Typically they share their helpdesk which isn't great if we need to make a quick connection. The desired outcome: Have this contact information stored in Intercom & Klaviyo in case we need it.Potential solution: Insert Klaviyo form using the Outbound>Chat editor "insert code". Show Chat to merchants & have them add the info. Then connect the data from submissions back to intercom from Klaviyo as new custom data attributes.

Hi all, We have just started using automatic assignment of conversations with the balanced strategy. It works fine so far. But I would like to apply a "safety" rule - if the teammate has not reacted within 5 minutes, the conversation should be reassigned to the whole team inbox. There is a nice rule available "A new conversation hasn’t received a reply in X minutes". I prepared the rule, but it isn't working. As the Resolution bot is the first one handling all the conversations, the conversation actually received some response.  Is there any way to exclude the bot from the condition? Or is the issue somewhere else?

We have had quiet a lot of crashes due to the Intercom framework, how do I stop framework from crashing my app? Crashed: com.apple.NSURLSession-delegate EXC_BAD_ACCESS KERN_INVALID_ADDRESS 0x0000a3f16da2d6f0:   -[ICMUserIdentity isEqual:] + 4313201716 -[ICMIdentityStore isEqual:] + 4312708688 -[ICMIdentityStore saveToDisk] + 4312708360 +[ICMHTTPClient setDeviceTokenSubmitted:] + 4312652400 __106+[ICMHTTPClient updateUserWithUserAttributes:newSession:sentFromBackground:carouselVisible:success:error:]_block_invoke + 4312629372 __62-[ICMOreoEngine operationWithRequest:retries:success:failure:]_block_invoke + 4313064664 __55-[ICMOreoEngine dataTaskWithRequest:completionHandler:]_block_invoke + 4313063404   com.apple.main-thread: +[ICMPersistenceProxy archiveRootObject:toFile:] + 4313270960 +[ICMIdentityStore saveIdentityStore:] + 4312707936 -[ICMIdentityStore saveToDisk] + 4312708392 +[ICMHTTPBridge storeUserIdentity:] + 4312558476 +[ICMHTTPBridge handleBaseResponse:] + 4312557908 __28+[IC

What criteria is used to trigger the goal "web sessions increased"? I can't find a definition anywhere in the help articles. Is there a certain number or proportion of visits that cause a user to achieve this goal?

In Series we have not really used Exit rules (not yet anyway). They are mentioned in Intercom's guides but not really in a sense that they seem crucial.  Our customer base spands the globe pretty much so we need to send the same message in a lot of languages, which means when we set up Series we create a lot of almost identical rules and steps for our customers to match. Is everybody else using Exit rules in their Series and do you find it crucial to use them as a way to ensure e.g. users leave Series at a given point?I'm trying to get to know how to do thing as absolutely best as possible and to avoid mistakes (which we just had a bad one of! 😣 )

This did not happen in earlier version of the Intercom SDK and currently results and decreased support performance and satisfaction. We are a paid customer, so a timely response is appreciated.

For example, support@ourcompany.com to support, compliance@ourcomapny.com to the compliance team, or developers@ourcompany.com to our developers. So only the regarded team can see the emails and send replies.

This is the state of the opening for all/new users/visitors. Obviously once started a conversation it changes. This is not the welcome screen - how do we change this?

Is there a dark mode for Intercom iOS app coming soon? I know the Android app has one.

The new intercom dashboard that was pushed is a "inbox premium" feature. It's really unfortunate that this is not at least a "pro" feature and up. Not pleased with this!

I have a bug with the entry rules series. All the entry rules are correct but only 41% of the users who match with the rules entered the series and received the messages. Anyone know what might be happening?

Hi I am building a custom bot where I would like to start the conversation with customer based on the previous event done on my product website. I have also set the event with metadata which is perfectly getting captured. But when I am trying to use the metadata in conversation its not available for use. Did anyone face same problem, please help in resolving the problem.  Code sample as how the events are configured: trackEvent('Clicked Help', { accessedFrom: accessedFrom || 'N/A', sectionTag: trackingProps.sectionTag || 'N/A', destinationUrl: href, });window.Intercom('trackEvent', eventLabel, data);Screenshot of Event Metadatascreenshot as the event metadata is not visible only attributes can be used 

When a team member is set to away & reassigning, and a user responds to a message, the message does not follow the round robin rule, but rather remains in an unassigned state. How would one automatically allow the message to follow the round robin rules?

Hey Team,  I have been going back through documentation and opened a ticket this morning with Intercom support. We have an RBot programmed to automatically give 2 PDF files for customers who need a copy of our W9's. I am attempting to update it today, and noticing the file attachment option is missing. Drag and drop doesn't seem to work either (I thought it might be worth a shot).  Did the ability to provide files in RBot change over the past few months?