Fin Product Area

Is there a way to hand off chats to a different instance of Intercom?

In our app, we want to show two different product tours for the user to choose from: one that helps her/him to create a landing page and another to help to create the ads. I use series with the following workflow: Rule: users lands to x url option 1: Product tour for Landing Pages option 2: Product tour for Ads I launch it and it only displays 1 product tour option, not both. Is there another turnaround?  ty! 

Hi! We have a "fire lane" inbox for critical issues, and to ensure it gets to the team even if they're off Intercom, we'd like to set up automation to ping a specific slack channel.  I'm just getting started with Zapier, hoping there was a solution available there, though it seems the available triggers are broad "new conversation" triggers, or "tag added" triggers, rather than being able to select a specific inbox or tag.  Similarly, it would be great to figure out how to use particular team inbox messages as triggers for other apps through Zapier. Any ideas are greatly appreciated!

Hi! When managing your macros, under the title it displays how many times it's been used recently. Some macros display how many times it's been used in the past 30 days, while others only display up to the past 7 days. What determines how far back it tracks?Where can I view how many times a macro has been used for even longer periods of time, or custom date ranges?

Is there a way to remove our last name from our personal Intercom email address (john.smith@guidestar.intercom-mail.com) or to change it so when we respond to users from our individual email address the users see it coming from our team email address (support@candid.org)?Thanks for any help! 

Hi, I'm having issues with duplicate users appearing in Intercom The problem appears to be isolated to users who were previously leads on Intercom that have an 'email' and 'user_id' attributes. It appears that the user_id attribute is automatically created when they are created as leads. When I use the tracking script as follows: Intercom('boot', { app_id: 'abc12345', email: 'john.doe@example.com', created_at: 1234567890, name: 'John Doe',}); It creates a new account for the user, presumably because the use cannot be identified by their email. However when I add their user_id into the tracking script - it stops tracking their sessions altogether. Here is the script I'm using for this: Intercom('boot', { app_id: 'abc12345', email: 'john.doe@example.com', created_at: 1234567890, name: 'John Doe',}); Any ideas how to stop duplicate accounts being created for these users?

We're trying to send different targeted messages to users based on a few actions: User has not created a projectUser has created a project with no phase or taskUser has not sent any invitationsUser has not created a budget itemUser has not created a selection item We decided to put these in their own series, separate from the other normal 10-day trial messaging (which includes 3 primary emails - welcome, halfway point, and expiration day). I want to be sure I set it up so that during the 10 day trial users aren't getting these all at once.  I set it up with to different paths but am worried someone will exit the series before they have a chance to go into each path. I'm wondering if it should be more linear or if someone could take a look and help me out with the best way to set this up? Attached is screenshot of the current set up.

The name is showing up in the Messenger in Gibberish. I'm passing a UTF-8 string: $hebrew_name = urldecode($hebrew_name); Then in the messanger code, I use it like this:  window.intercomSettings = { app_id: "kubohuj0", name: <?php echo json_encode($hebrew_name) ?>, // Full name email: <?php echo json_encode($username) ?>, // Email address created_at: "<?php echo strtotime($current_user->created_at) ?>" // Signup date as a Unix timestamp  }; I tried changing it to json_encode($name, JSON_UNESCAPED_UNICODE) ;  but to no avail.  Any ideas?

I'm embedding the messenger code for logged in users, but refreshing the page where it's embedded doesn't always change the messenger - For example, the user's name stays the same even after changing the code and showing it differently.  It seems like editing the welcome message on the messenger and saving sometimes help, but mostly I can't seem to refresh it. I'm not sure if it's a cache, or if Intercom saves the user's name the first time and won't update it on refresh.  Is there a way to flush the cache - or to flush the user?  (I'm using my own logged in user to test, which Intercom seems to recognize as my own intercom user so I can't delete it).

I am interested in any ideas that could help me see when they start working and finish their work. Thank you.

Hi, I would like to put third party apps (like StatusPage) even higher in the Messenger than the conversation boxes. E.g. if we have an incident I would like to put the app of StatusPage in the top of the messenger box. I just can change the order between third party apps, but not put a third party app higher than the conversation boxes. Thanks a lot :-)

I'm looking for a way to add COMPANY data as a note in Inbox in the right side column, so we can type a note and have it appear for anyone in that company who writes in, as a reference note. Similar to User Notes but have it for Company Notes.

My site has page accessible only for registered customers. Does it possible to set up product tour on protected pages? When I input page URL in the tour builder I get error.

I have set a series with a mobile carousel to onboard my users and I want to make the difference between:- users who clicked on the last button of the carousel- users who only completed the carousel without clicking I see I can create a rule in my series to tag users who :- "Received a carousel"- "Completed a carousel"- "Hit a carousel goal" Is it possible to create a rule for users who "Clicked on carousel button" ?

Hi everyone 👋 I'm looking to do something like Stripe is doing (screen capture). Let me explain : we are currently facing a high volume in our chats. Our response time is much too high. I would like to warn our customers about that. I went on our Stripe's account which has that kind of message and I love it. Can someone explain me how to do that properly when a customer write to us to warn him? Have a great day, David 

How can I set the office hours for each separate MEMBER OF THE TEAM so the messages automatically gets assigned to their inbox based on the timetable? We are on Accelerate plan, yet I don't see how to do this still.

I'd like to ask users a question and have them pick all answers that apply to them from a list of options in a custom bot. Since data field lists and reply buttons only allow for one selection, I don't see any other way to do this than asking whether each of the 11 options applies to the user as separate questions. This will make my bot very long so I'm obviously not thrilled about this solution. Am I missing something or is my proposed solution the only way to achieve this?

I've just signed up for Intercom and now I need to install it on my website/mobile app. How do I do this?

Is it possible to not reopen closed conversations? Currently, in the "Control your inbound conversation volume" settings, if I set "Prevent replies to closed conversations" to 0 days, I am unable to create a new chat in my test environment. Is there another way to prevent conversations from being reopened?

Will it ever be possible a) send a one-off outbound email from a support address (support@company.com) by searching for the contact and just sending a quick email b) automatically snoozing an outbound emails so it automatically appears in inbox later We are in the process of migrating from Zendesk to intercom. In Zendesk you can send an email very easily as pending (i.e snooze) for a specific period of time then it pops back up in your view. You also cannot send an email to a contact from a support domain. How come?

Hi! I need to add a button to our customer support page that will open direct chat with the customer that was contacted before. How can i do it? What data should i retreive and save after the first conversation and how can i later open a direct chat using javascript and previously retrieved data?Thanks!

We are having an issue with our clients responding to the email that is generated from the chat and it creating a new chat from that email. Best I can tell they are responding to the firstname.lastname@xxxx.intercom.com we can switch to it looking like our domain I see but that does not address the issue and would rather just force us to look at our email inbox as well. Is there any other customization that we can do so clients that reply by email are replying directly to the chat and not creating a new chat that we have to go and look for.

I simply want to send an automated response email to Users who have waited longer than X minutes. What's the best way to do this?

I'm setting up a custom bot (button triggered) and want to end it with a content showcase. The bot is only available through a landing page which I'm only sharing with certain customers, and I only want to share the content showcase announcement with these customers. Is it possible to add the announcement to the bot without also adding it to messenger home for all users to see?

Hi there! Our team is creating a free account, in this service we don't want to give access to the online chat. The support for theses users will be only by e-mail.Is there a way to disable the chat for some users keeping the intercom logo on the screen? 👀