Fin Product Area

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?

In my company, sometimes there are a lot of new leads to response and, at the end of the day, there may be a few pending answers. So, what I'm looking for is a way to sum up all leads without teams response, preferably by email, to read it next day.

I am not looking to measure how many conversations are resolved by one team member. I am trying to report how many users reach out multiple times with in a week in order to track whether or not their issues are being resolved the first time they reach out.

Our users have different roles with different companies; the user might be an admin, an employee or a service provider. Is there a way to keep track of users' roles on a company-by-company basis? Right now our initial stab has the role updating on the user. This means when the user signs in with a company they are "admin," we updated the user profile to show they are admin. But when the user switches to another company where they're, say, an employee, then we lose the detail that they're an admin of one company, and now their profile says "employee."

I have my contacts broken down by community but it's listed under projects. How can I update multiple contacts at once to label them under one community? Thank You.

Why I and my team are not getting notification when a customer comes on live chat? We have all the notification settings ticked under My account > Notifications. We generally look at slack channel to see who came on chat and then view on intercom.

I would like to know if Intercom have some data about how many articles was sent in the conversations. I wanna know how many link articles was sent in the inbox message

Like the exact time a teammate came online, and went offline

How to disable the Messenger pop-up automatically and just keep the launcher icon? We got lots of complaints about this from our customers, they said when refreshed the website pages or loaded a new page, the Messenger pop-up bother them.

Hey,  I just added my teammate to Intercom with all the permissions enabled. But I don't see them in the "Start a conversation" section on intercom chat in my site.

I want to set a goal for a webinar signup, for example. Is it possible to get a pixel code I can embed on my "thank you" page after signing up so that Intercom can tell how many signed up? Alternatively, is it possible to do this with a server-side postback?

My apologies if this is answered clearly elsewhere. I want to confirm that while a user is active on a series they will not be eligible to restart that same series? The series is event based and the event can happen many times but I only want users to be eligible for the series once. I imagine this is the default but don't want to be wrong when i set this live!

I find it surprising that a company whose product is built around a live chat window, can take multiple days to reply. Messaging at the speed of snail mail can't really be counted as a chat.  For the price of your product please hire more customer support folk, you can afford it - they do a great job, but clearly they have too much to do if the response time is so poor.

Hello everyone!  I'm in the situation that I'm implementing Intercom on a page where I can't ask people abut their personal data or anything like that. I do however want to initiate conversations with the website visitors, and thus I have made Custom Bots that I believe should trigger "Hi, why are you here" (simply stated) with a couple of options to click. Should be easy, right?  No. The bots don't trigger. I have tested both "Outbound" and "From new conversation" bots, added the pages they should work on, and in Preview mode this give the desired behaviour. But live they're not showing that behaviour.  Can someone help me debugging this? Or am I misunderstanding something fundamental here?

My series is first based around trying to create communication with our leads. So the goal is to try drive response from the leads (in the first place).  I want to test different variants of mails , but I cannot set a "goal" of responded to message? It seems a like a pretty obvious requirement and I feel like I am missing something. I know you can add a [OPENED | REPLIED TO | CLICKED LINK] for each of the exit points of a message, but I can't feed this back to the goal? Maybe a hack for this to "add tag" and goal based on tags added or something? Someone help me out! Glad I found this page, the support feels SO slow when you are just trying to get bits done!

Is it possible to recover a deleted article?

I would like to know if full-size posts work in mobile browsers when using webapp (as opposed to native apps that can use SDK).

How do I track and report on links that have been engaged with like: phone numbers, urls or email addresses within Intercom?

Meaning, when our product tour is set live it opens for every user that is corresponds to "Audience rule" at certain page, but we would like to make it open for them just for once and do not repeat after.