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We sent out a custom email this week that I spent a long time coding in pure HTML/CSS. Is there any way of finding the code for the email so that I can use it as a template in the future? It seems as if once the email is sent, it is deleted?!?

I'm looking for the best way to track issues for every conversation our users initiate. We have previously used conversation tagging but it resulted in 100+ tags that were difficult to sort through and manage since we also use customer tags heavily. I'd like to be able to track the core issue associated with each conversation. Ideal categories I can choose for each conversation:Issue Type drop down list (feature request, bug, feedback, question, etc)Product Area drop down list (login, registration, dashboard, profile, etc)Specific description of issue (should be able to tag multiple conversations with the same issue description)Date of Issue (should be automatic based on the conversation data) I need to be able to provide timely reports to management including:Total issue volume over the last 2-4 weeksIssue volume by Issue TypeIssue volume by Product AreaIssue volume by Specific Issue The goal would be to resolve customer issues within the product, before users escalate. So far

Does anyone know a way to trigger outbound messages if the value within a custom attribute has increased?  i.e. send an email if the custom attribute value (which was 3 for example) has now increased to 4.  Thanks!

Am I able to assign an incoming chat to a specific agent without requiring a specific tag for each agent?

I would like to send an email to users who did not get my last email. I tried adding a tag to the previous email and then excluding that tag from the new email, but it's not excluding people who already received it. How else can I do this?

I'm trying to make the entry rules for a series so that people who log in after a certain date and who are recurring users get funnelled into the series. But when I add the date rule, I get a red bar at the top of the screen, but no information as to what the problem may be. Can you help me?

I have to get around it at the moment by selecting Custom times. I have set up my office hours in messenger already

I put a filter on the tag field, let's say the tag name is "Feature X", and set the date to last 4 weeks.Will it show me all the conversations that are tagged as "Feature X" in the last 4 weeks? I tested it by tagging one conversation and see if it shows up but it didn't. Is there a waiting time until it shows up on the reports?Thanks in advance 🙂

I have tried Intercom's automated option. But I want a more customized and controlled way of asking customers for feedback once they have had a conversation with me. I tried using apps like Survicate, Typeform, etc. but the problem with that is, once I receive the feedback, I don't see the conversation for which I got the response.That's really odd!I would love to know if any of you have set up any customized feedback system.

I want to set up a Post to send out to users who signup for the first time on my platform.How do I set that filter on Intercom? Can someone help?Thanks!

I just read this article (Install intercom with GTM) but it does not provide instructions on how to get the necessary variables for the Data Attributes to be sent to Intercom. Can anybody help me or point me to how to fill this part. Thanks in advance. 

We start our conversations in a general support team folder. We then occasionally send tickets to other teams for more help. If we run a responsiveness report and filter by the second team that the ticket was forwarded to, will the report only show responsiveness while the ticket was assigned to that team, or will responsiveness while it was in another team folder be included in the report?

How does Intercom track and report on outbound emails that are forwarded from the recipient to another user (say in the same company) who then opens the email and follows the links?

Not sure where this conversation goes this but dropping here for now.  We would like to create campaigns for leads that visit and interact with the site, however, we keep coming across one common issue. We have a lot of users who come back to the site and email support utilizing an email different from the one they used to create their account/ signup with.  We currently only offer 1:1 support for users, not leads, so no chat/ support widget from intercom is featured on the website. A lot of members will send an email to support directly via a different email, and it creates a new lead. We want to be able to send leads through an automated campaign but can't do this confidently while there are a lot of users being labeled as leads when they message in with new emails.  How can we keep this from happening? This is not a matter of wanting to know how to merge leads and users, I want to find a way to keep them from incorrectly being labeled as a lead in the first place. Are there any

The unsubscribe button used to be here like shown below:Now this button is gone! How to unsubscribe a contact? Thanks!

can i set a list of users who have not read a particular article

Hi, party people. At the moment, I cannot find a way to set up the working station for the agent:inbox customization - setup views, teams, apps, and other stuff in the right panel "Conversation details"push notificationsI can only provide the users of my Intercom workspace with the rights to customize it themselves and provide them with the instructions. This is not the best way to manage the team. I would like to be able to set up everything for the agent (not just provide permissions for teammates as it works now). Is there a way to do that without the need of bothering the teammate?

I have steps that are based on events fired to intercom.If a tour got a user to act we fire an event with js.Ideally, the next tour in the series would launch without a refresh, but right now the user has to reload the page. We tried calling intercom("update") still does not work.

1st — Is there a way to remove a tour from a series without deleting it? And more so, is there a way to duplicate a tour within a series to be a standalone tour? I am currently having to create a new tour and copy and paste steps from the one I wanted to duplicate and/or move out of a series and its not fun, lol.  2nd — We have a lot of tours currently connected to series that we want to take out and make purely URL page visit based. But since this is a new tour (technically) with the same content, will it send out the tour to a user the first time they see the page after the tours been set to live? Or is it smart enough to know that they viewed that page prior to the tour's existence?  I'm not sure how to proceed since I can't just remove the current tour from the series, and the only way I can see to get it to be standalone is to create a new one, but I don't want to send redundant tours to people that have seen the previous one in the past.  Confusing, I know... but

When a user starts a new chat, we are seeing 2 different behaviors (for both logged in and logged out users):User opens up a new chat and there is a blank chat screen where they can send a message User opens up a new chat & bot sends welcome message and displays buttons with different topics asking the user what they need help with. This includes a "something else" button.  We want #2 to occur for every new chat. What setting can we adjust to make this happen?

Hello, I tried writing to support but no luck getting a reply for over a week 😔, so I hope I can get some help here. Our problem is that we don't get the automatically generated names for the Visitors, but instead, all visitors on our site get the id and the name == "User Id". That means that all visitors, no matter who they are, what browser they are using, what country they are from... are treated as the same visitor and they can see all the messages from previous visitors 😬. This is quite blocking us at the moment, so any help at all would be greatly appreciated 🙏 For some more information, the data Intercom returns seems to be correct (user.id), but in Intercom that user gets the id = User Id. I tried deleting the visitor, changing the messanger settings and everything I can think of, but messanger for visitors is still not working and everyone can see everyone elses messages :( 

I made an app that ends-up by posting messages within conversations... It is done with the Intercom API, but when we post a new message it appears into the agent inbox, but not into the Messenger on the visitor side… until the visitor or the agent sends a new message, then all is refreshing. Is there anything to do to make the messenger refresh when a new message comes from the API ?

hello, I have a complicated request that I’m hoping you can help me with — we’re using email automation to invite “leads” to join our app, but are having issues with figuring out how we should configure the exit rules. Ideally, we’d like “leads” who convert in the sequence (i.e. install the app and create their profile) removed from the sequence so they are not sent an additional email telling them to download. However, it appears when someone converts, a duplicate profile is created in Intercom under “users” that are not connected to their “lead” profile. I believe this is because we are using UserID as the connecting attribute between leads and users, so my question is, can we use email instead? I assume that would eliminate our duplicate issue? Next question, if we do that, how should we configure the exit rule to ensure people are removed after signing up for our app? Would we use “Signed Up” less than (more than?) some period of time-related to the length of the email automation?

The error message is odd because Intercom is working just fine for all other functions and did work for Product Tours previously. I consulted this Intercom help article (https://www.intercom.com/help/en/articles/3049411-why-can-t-i-build-a-product-tour). When I tried to match up the Intercom workspace ID as directed, my browser console shows the attached. I consulted our web developer, and he said that the intercom_key mapping is used as Intercom requires in its script. This is a time sensitive issue because using a product tour is critical to us launching the new version of our app. What happened with Product Tours? Anyone else experiencing the issue of the Product Tour editor no longer showing up?

Hi all!So, I have enabled a task bot which ask for contact details when leads starts a new conversation ,and added the 2 minutes delay during office hours... but, what I'm looking for is to disable this bot during office hours! Is this possible?