Fin Product Area

Hi there 👋,  My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌️ -Ali

Context: we already use Intercom Chat in-app and that works just fine. I'm trying to create a Product Tour. To launch the builder, I enter the URL. We're a Shopify Sales Channel, so putting the URL in launches the Shopify login screen. I log in, navigate down to Sales Channels, and then click our app — all while staying in the iframe that Intercom pops up. Here's where things break down. When I click to launch our app, it always opens in a new tab. That new tab comes through on my full browser and not the iframe from Intercom. I can't replace the URL in the iframe to be my app. Shopify doesn't let me right-click and choose to open our app in the current tab. I've checked that the app_id lines up between Intercom and our Product — it does. So, I'm stuck. How can I "force" the Product Tour builder to load when I can't get access it via the iframe? I appreciate any and all guidance here — thank you.

Is it possible to export Series data to get a better understanding of what users are doing (or not doing)? I understand that Heap integrates with Intercom, so does the Series data export to Heap?

Can I initiate the conversation to go to a particular custombot through any API mechanism? For instance, user does some action on my mobile app/website and sees an error. I know what the error is and want the user to directly go to the custom bot which addresses this particular error. I don't want to use the "Button Click" mechanism which is currently there on intercom.

Would someone be able to reply to my follow up questions in this thread https://forum.intercom.com/s/question/0D55c00005qefBuCAI/how-does-intercom-attribute-a-goalI need to know the details of how attribution works in the emails. For example if we send 3 special offer emails all with the same goal (to start a paid subscription). How would Intercom attribute the the goal being met...would they do it for all emails (assuming the user received all 3 and opened all 3). What is the detailed process for goal attribution here. Please see full thread above first. Much appreciated.

I want to download data that shows the agent-wise time of availability on the Intercom.

Can I trigger a custombot on click on a button directly from react?

Hello Is there a way to send Email to my customer (from the Intercom inbox) that just looks like normal e-mail? So that my customer don't actually know I am talking with from Intercom Inbox ?

We want to understand how intercom attributes a goal to a user from within a specific email - if that users has been sent several emails with the same goal. Example: we run a special offer campaign with a series of 3 emails each with the same goal: that the users subscribes to our app. What we need to know is if a user subscribes but has been sent all 3 emails how does intercom attribute it as 'goals met' only to the email from which that users subscribed? They event will be when they apply our discount coupon, but how is intercom attributing this to one of the 3 emails - is it based on linked clicks? If so what would happen if a user clicked on all three emails? We just want to be sure our data is clean and we don't have duplicate data in regards to our subscriptions and how they're attributed. Thanks

We have seen a decrease in the total number of sent messages and goals hit. What's the reason this might happen?

We have a web app that sets the `intercomSettings` properties as soon as the user logs in, we notice that a User record gets created in the intercom dashboard, but we would like to switch this so the User record gets created as soon as the user completes the sign-up process, checking the documentation it says "When user_id / email is provided, it will be saved as a User record"  so the question is, after setting the email/user_id how long does it take the record to get registered? is there any concern about doing this when the user hasn't login? Doc reference: https://developers.intercom.com/installing-intercom/docs/javascript-api-attributes-objects#data-attributes Thanks for your help in advance

Example Error: Access to XMLHttpRequest at 'https://api-iam.intercom.io/messenger/web/ping' from origin 'https://not-my-real-domain.com#39; has been blocked by CORS policy: The value of the 'Access-Control-Allow-Origin' header in the response must not be the wildcard '*' when the request's credentials mode is 'include'. The credentials mode of requests initiated by the XMLHttpRequest is controlled by the withCredentials attribute.

Hello All If yes how to do so?Custom field containing the temporary URL? Thank you very much for your help

Can I trigger a bot chat through code?  Thank you!

I've just launched custom bots recently and see that if the customer doesn't respond to a bot question within 3 minutes it routes it to a live person. How do I turn this off? I would prefer to not route them to a person after 3 minutes. Thanks!

Hello everyone After testing the roles settings, we have realized we still cannot limit access to the contacts section that has all the emails and phone numbers of our clients.  It is true we can limit exporting it in CSV but we can copy paste most of the information. This is a problem for GDPR as we are planning of having a flexible workforce to do support for us.  This means that many people will have a Seat on intercom to access the Inbox and answer the customer's queries but all of them will also be able to access all that data and there is a possibility of an information leak and a GDPR fine. Has anybody faced this issue before?  Thank you

We currently use Intercom for incoming messages via the chat, answering incoming emails and for sending outbound communication. Currently we are searching for a CRM-system for Customer Care. We want to track calls (not handled via Intercom), specific information to the customer, personal meetings with the customer. Has anyone experience with these topics? Thanks!

I've created an email, I'm happy with it and want to send, but the Green "Send Live" button is not highlighted when I try to press it comes up with message: "Finish creating your email before setting it live". I can't see any errors

HelloI did a Reply by mail from Inbox and I sent a google calendar APP.In my intercom Inbox the calendarAPP display correctly but in my client gmail account he only sees ' You have been sent an app" Click here to openIs there a way to directly display the calendar in the e mail or at least say that it's a google calendar App that has been sent?Thank you

I am using the posts in order to make announcements to my clients. I am setting it up as 'Large' and showing the whole message, but for some reason these posts are coming in as regular chat messages. Only when you click on it they pop up with the regular size and view. Anyone had this issue?

Hello!I am launching an iOS mobile app soon and in order to promote it I am going to create promo codes that I'd like to send to my email subscribers. The way Apple handles promo codes is it creates a bunch of unique one-time codes which I can export and then use. But because they are one-time-use promo codes, I cannot send the same code to all of my subscribers, but each one rather needs to recieve their own unique one. And I am wondering if there is any way within Intercom to handle it automatically, rather than me going and adding a custom property to every subscriber manually (which I just cannot imagine being able to do).Thank you in advance!Olena

I am setting up a custom bot to qualify leads. What I would like to do is set a wait time so that if a team member doesn't respond in a specified time (like 30 seconds) the bot will reengage and request contact information so that the team can respond via email Is there a way to put a "wait" step in like that? I've looked at the SLAs but not sure if "failing" an SLA can reengage the bot.

 It's a real PITA to have to go and update links everywhere if you change the title of an article (which changes its primary URL). Example: I have an article titled "Example Article 1" that I wish to link to from within other articles. If I use the primary URL for the article - e.g., http://support.mysite.com/en/articles/12345-example-article-1 - then if I change the article title in the future I'll have to find and change all links to that article. Is there really no way to insert a persistent link for an article - a URL that doesn't change if the title changes? Ideally there would even be a way to specify an internal article link that automatically generates the right URL even if you change the help center domain - e.g., from support.mysite.com to helpcenter.mysite.com. This is pretty basic functionality for any wiki or other simple content mgmt system.

Hey team, has anyone come across this and hopefully resolved it?We have created a series that pops a post and then waits until you meet a criteria of a Save on that page and an attribute contains any value. The next thing in the series is another post on the page. The customer meets all the criteria for the post to send but it doesn't. It only sends after I do a manual refresh of the page. We also get this on "has completed tour" - It shows as completed but it takes a full page refresh to trigger it.Anyone have any ideas?

Hello, I am trying to create a post and send it only to users who have not visited a specific page on my site. But I can't find a way to do it.How could I do this? Thank you