Fin Product Area

Has anybody found a way to allow Operator to wait for canvas submission before continuing? What we are trying to accomplish is allow operator to reply with a message if it is outside business hours AFTER a canvas has completed. In the Canvas API there is a final completion parameter that is sent back to Intercom. I have to imagine the developers are using this for something.

I have a team that is measured heavily by first reply time as reported through Custom Reports, but cases will often be transferred to them. Does the previous team's reply time then count in their metrics, or does First Reply calculate from when something is assigned to a team?

The article is published, and the link is sent to our users by email. Some of the users can't view the published articles. The users who clicked on the link are different but on the article, it still shows that only 1 person has viewed the article. We have encountered this issue with multiple users. Is there any way to resolve this issue, so everyone who satisfies the rules can view the published article? Screenshot attached :Please view the attached images.

How can I change the sound of the notification with a louder one? I keep losing messages because I can't hear it!

Hello! I'm wondering why 60% of our users have unknown in the operating system intercom property. Any idea why this happens? Thanks!

Once completed, the conversation will be routed to a Sales group. However, I'm having difficulty setting a goal with the desired structure. Specifically, the questions are: NameTelEmailCredit Range In goals, I can only set the "goal" related to one of the options in Credit Range. However, "completion" in my mind is actually just selecting any Credit Range option. This completes the 4 data points. Is there a better/different way to approach this?

We implement the user_hash to verify identity, but how are other variables verified? For example, a user might add or alter the "name" property of the window.intercomSettings object, or the information in the company object, even adding itself to other companies? Also, one might think to use Intercom REST API to securly add this information on user_id in a controlled manner, but then still the same question applies, how is adding/altering information via frontend prevented?

Hi all,We need to understand how Tablet messages work which places some burdens on the restaurant side, which we want to remind them of. We’d like to send comms to specific restaurant IDs only, and not to the whole brand, but the messaging feature demands we insert partner company emails as well, so I’m wondering if other sites connected to such emails will also received the comms? We need to limit to Rx IDs though, is there any way to do that? Could you please tell/show us how?  In more detail: We actually already tried to send comms to specific partners (to inform them of the launch of cash on delivery), but the issue was that even if we filtered for specific restaurant IDs, we were asked (and forced) to insert company emails. The problem then was that also the restaurants that were linked to those company email received the message. We now need to resume the sending of such comms exclusively to restaurants that have the feature active (i.e. on a Rx ID basis, with no mistakes). Thank

Hi everyone.  I have setted up 2 custom bots - 1 for Leads/Visitors, and 1 for Users only.  Unfortunatelly, no matter how I tried, the User's bot is showing to the people who even logged off of their accounts. I was looking for some workarounds but even when we used the Hash check (Force Identity verification) it still doesn't work as we need.  I tried to set some rules on it (Page URL is / is not...) but that actually just turnd off the chatbot completely.  Is there any way we can force check WHO is actually using the chatbot at the very moment? For example: Scout logged onto his profile and then logged out - We want to show him only the bot which is for Leads/Visitors - But the chatbot stores data's about the user's account automatically which is actually contraproductive on our end and hence the logic simply doesn't work as it should 😤

Right now we use Intercom for all our communications with users, but we send some automated emails from our backend to them too. The problem we have with this is that we rely on the last contacted field for our segments, and our automated emails from the backend are not included in this field as it only takes the communications done through Intercom. Is there a way to sync these emails from the backend to Intercom so we can also include them in the last contacted field? Also, would be great to have these communications in the user's profile in Intercom so we can track all the conversations. Any idea/suggestion on how to solve this? Thanks!!

We run both - app and website. Both have very similar features however navigating in the app is different. Also things like subscription (because Apple iTunes ) is quite different. Now the same topic for web and app is in one article which is divided into two sections.  Any ideas on how to route mobile app users to a collection with hints for mobile app and website users to another article collection?  An audience rule is not an option as it hides articles completely if you don't fulfill a condition. Users should always have access to all articles, it'd be just very useful to be able to distinguish users from different platforms and to display different sections/collections to them first. Thanks for sharing your ideas.

When designing a product tour using Intercom, I have found that CSS classes and ID's for elements contained within an iframe are not visible to the tour bot. I have tried using the advanced css ID callout in the product tour but to no avail. Please help!

In this example, if my series sends 5 emails between Oct. 28th and Dec. 15th:  Email 01 - 10/28Email 02 - 11/02Email 03 - 11/05Email 04 - 12/01Email 05 - 12/15 What happens when a user enters the series on Nov. 10th (after the first 3 emails have already been sent)? Will they pass through all the wait periods at the beginning of the Series and receive the first 3 emails (at the same time)?  Also, will they begin receiving email 04 and so on?

I'm looking for a way to trigger posts/tours whenever a user clicks on a button.We capture the click in GTM, so I'm wondering if the event can also trigger a message. We have a single page application, so my concern is that the event will be sent upon refresh and not pop the message until that Thanks!

Not sure if this is the right area for this, but asking anyways. If a user hovers over the intercom icon, is there a way to display a message? (Like... Hi there! Can I help you?)

We want to change the standar reply : ¨ I`m just a bot...¨ whenever there is no answ for the question. How can we do that?

Cannot see "stop sending" and "set days and times this email can send" rules in my emails. From where, can I set it up?? I tried to get information about how to set the schedule a message from this article (https://www.intercom.com/help/en/articles/234). And there are way to set "1. start sending", "2. stop sending" and "3. set days and times this email can send". But in my page, there is only one rules that I can set which is "1. start sending". I'm wondering how I can set 2 and 3.

Hello =) I would love to help from you. I am a new Intercom user, and I would like to do a simple action: I have a Lead Capture Page, and I want to take those leads to a Series on Intercom. I have already managed, via zapier, to upload the lead data to Intercom. However, in the series, even setting all the correct rules, when it comes time to send the automatic email, it simply says that there is no way with the following message: "Not matched and removed from path"" Can someone help me?

How do I view html versions of emails in Inbox and how to change Inbox default sender to a verified email for my inbox conversations.   Context:I linked my support email and personal email with intercom. When I reply to conversations directed to my support email from the inbox they get sent from my intercom email ID not from the support email. Fair enough.Problem:Now any further email replies in this Inbox conversation thread, the formatting of the emails is almost illegible. This makes it very confusing and almost impossible to read emails.Issues:unable to view to/cc/bcc details. which is important to know who needs to take action on the emailunable to view tables, text formatting, imagesunable to change default sender for an inbox conversation to a verified email Suggestions:1) Currently I can view the raw email. Would it be possible to view an HTML version of the email as well?2) Allow me to select or change the sender email for inbox conversations. This way a copy of the mail (sent

Hey, I'm creating an onboarding tour for our app that's scheduled for when a user creates an account and logs on to their company dashboard for the first time.I have a rule saying that a user needs to have "/company/" in the URL to launch the tour however when I preview the tour it starts at sign-in and not on the dashboard.I've attached what happens. Has anyone experienced this? Is there a way to ensure that this doesn't happen?

We have visibility restrictions on some of our help articles. For these articles, the user must be signed into an active Zenlist account in order to view the help articles.  The vast majority of our users on their mobile devices are using our mobile app (versus using mobile web). What this means is - most of the time, our users are not signed into their Zenlist account on mobile web.  However, when we send our emails linking to help articles (for product updates, etc)., if the user is on mobile and clicks that help article, it automatically opens on mobile web. Because the user usually isn't signed into their account there, they usually get the "there's nothing to see here" screen and think we've made a mistake.  Is there any way to have linked help articles automatically open in our app versus on mobile web?  

We have a live messenger app that we need to tweak - could someone please give me some guidance about how we would go about doing that? This page seems to say that the only way to do it is to remove the app entirely and then re-add it, I'm hoping someone will tell me that isn't the case!  Many thanks.

Hi there, I have two questions.  Context: We are a data discovery platform, so it is important to import customers’ data successfully before onboarding them.  Question 1. (By using Segment(segment.com)) can we segment our customers who have imported data or not and then send customized onboarding welcome messages? Question 2. We have our database page and then each database has its own URL in it. For example, all database page address starts with selectstar.selectstar.com/database/***** I want to show the product tour on a specific page starting with “selectstar.selectstar.com/databse/“ for the first time. Is it possible to do it? I’ve added a page rule like this but failed to create the tour.  

Usecase: A lead or user sends us a request to ot contact acleaning company with a Request on movecleaning. We contact the cleaning company through email and want to have that conversation tied to the lead/user so we can follow it on an individual level and use the snooze function to comeback to the lead/user at a good time. Preferably we would also want to have to option to CC the lead/user.   

I am pulling my hair out trying to fix this and have yet to get a response. One of our internal inboxes we use at our company is no longer receiving emails and every single one of them are being picked up by intercom. I literally have never used this email in intercom nor have I ever had anything forwarded from it to intercom yet I can't fix it. It happened 3 weeks ago and I can't figure out how to get this fixed. Everytime I send an email from my work email to our other inbox I get an inbox notification in intercom saying "X@email.com was added to conversation by you" Except I never added it and the email again never shows up anywhere in the system except for a lead, which I delete everytime and it picks it back up and adds it to the conversation. I don't have any assignment rules or automation setup for this. Im at a complete loss.