Fin Product Area

Hello everyone. I encounter quite an annoying thing during the latest automation checkup. Roundrobin does its job only for the new conversations, which makes it not that useful as a tool. ExampleI have a specific queue (team) to which specific dialogues getting assigned. After that, they distributed between the online agents using the roundrobin feature.  1) During the day, agents A and B are online, working with the new dialogues etc. Closing them once the case is solved or the ball is on the user's end. We allow users to return to the old dialogue since often it is a more convenient option for the user rather than start the new dialogue.2) Agents A and B shifts are over, they set "Away and Reassign status".3) Agent C is on the shift now. 4) If any of the customers that agents A or B talked to will return to the previous conversation, the Messenger will set the agent to "Unassign" and that's it.----------------------As a result, agent C should not just work

Hey Connectors! In this webinar @Rati Zvirawa​ and @David Cullinan,​ the product managers behind Custom Reports and Conversation Topics, dive into best practices and the stories behind how they were made. https://intercom.wistia.com/medias/c7vq092j0j If you're watching back the recording here, please feel free to reach out with any questions you may have in the thread below 👇 Thanks to all who contributed to the actual webinar on the day, we've taken on your feedback and look forward to running more sessions like this in the future.

We send newsletters via MixPanel. Every time a new wave of emails goes out, we received hundreds of auto-replies or OOO from that campaign.  We already disconnected the emails from Intercom, but auto-replies are still sent to the Intercom inbox. Please help us as it is very anoying. 

In one of the slides, I have some text and a video. Is there a way to align the text for example, to the left, and the video to the right?  

Example: Rate our tour + a scaleOpen-ended questions (what do you think is missing.. ) etc

Big difference in Median and Average response time - how can I get more data on what causes this? I have been looking at the difference between my teams median response time and the average response time. There is a big difference. How can I get more data to analyse what is causing this? I don't think the conversation export has first response time data?

Quick sanity check on the messenger snippet, is 'user_id' an alias of 'external_id' on the Contact API? Or is it the Contact id? In other words, what is 'user_id' in the Messenger snippet when enforcing verification?

I want to make a custom version of the Help Center because Intercom's doesn't suit my needs, but the problem we're facing is that Intercom's article API doesn't allow for query parameters, making it way harder than it should for us to enable a search functionality. Has anyone been able to overcome this?

Our product has several third party partners in different countries, who onboard and register users for us. On Intercom I can see the users' names, user ID, and not much else. The Email field says "Unknown". My only question is if these users receive our messages, posts, etc. as normal users do (assuming they match the audience we set)?  Thanks!

Hey All. We're trying to set a product tour on multiple pages, but we've run into a few issues. We're not sure what's wrong, it's been a few days and we haven't heard from Intercom's support yet, so I'm trying here. The messenger icon isn't showing automatically on our landing page. We believe it's enabled since browsing to another page where the messenger works and then clicking back to the landing page brings up the icon, but then refreshing the page causes the icon to disappear.The tour isn't working on the landing page. It seems to theoretically work on other pages, but not even the preview works on the landing page. We tested it by replicating a tour that works on another page into the landing page, but it's still not workingHow do I enable the tour for everyone, regardless of whether you're a new user or not?Rather than just a new user seeing it, is it possible to trigger the tour in the first x sessions or better, until the use

I can't get update about my contacts actions or new users: Suddenly 24 hrs ago, I started not to receive any updates on my contacts dashboard about my users , either new users or last see users and others. I see only the users before 15 sept. I am on a free plan. is there something I am missing here ? 

Is there a way to prioritize posts so that if the user has not signed in for awhile the most recent post pop as the full message instead of being grouped as a snippet with the rest of the past posts they have not seen yet.

Hello, Intercom Community.I would like to make a recursive auto-message that will be sent to the user not once, but each time when some events trigger. ExampleWhen the user is clicking the button A, the Event-A appears in his event feed. He can click the button A lot of times and each time the Event-A will appear. I would like to send an auto-message to the user each time when Event-A will be triggered Can it be done with the custom bots, series or any other kind of the apps/products?Thank you

I'm using Series for delivery notifications, can I get the same user to re-enter the same series repeatedly?

How do I install the Messenger for users and visitors on the same page?

Hi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!

Is is possible to add intercom in multiple apps with single intercom account and how?And how check different apps messages in different section i mean how to filter messages according to apps name

When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important? I've understood users to be "subscribers" to my app where we have both paid members and their guests (who don't pay). I've understood leads to be others whose email we have (perhaps because they've signed up for a newsletter or asked to be updated.)  My question is this: When I imported people from MailChimp I tried to designate them as "leads" but they've all come in as "users." Can I change them from Users to Leads? Or is it even important?  Most articles in my Help Center are restricted to Users and leads (but not visitors) other than that there aren't many constraints between the two at least as far as Intercom is concerned. My app makes a clear distinction, but we manage that through the authentication and features offered. (We also

Is there a way to create a conversation topic to collect conversations that came from our help articles? Or, is there a way using another automation to update a conversation data field which then could be added to conversation topic? I just built a Current Page URL -> Conversation Tag automation, but it doesn't tag past conversations, so I'd like to figure out how to use the conversation topics to aggregate these if it's possible.   I built a conversation topic that searches for the message "sorry that didn't have the answer you needed If you'd like, you can ask the team for help" since that's what the bot sends, but it only picks up that phrase in rare instances when someone replies via email to this message, as then the bot message is contained within their message... (I guess the bot is not a teammate so it doesn't pick this up when it's presented in the chat from the Sad Face at the bottom of each article). The problem I'm trying to

In some cases - we need to bring in certain people (but not assign to them). Even without the @ mention part - we could really use adding a private note to the ticket as part of the macro. Sometimes we need to leave an internal note for another department after we have responded to the customer.

This might not be the right forum, but as we're looking to optimize Intercom more and integrate live support chat, we are trying to understand which team members should have Intercom accounts. Our product marketing team uses Intercom to send monthly release messages and we were wondering if they needed an inbox seat to send these messages, or can they just have a intercom account without the inbox seat? I thought I was understanding that inbox seats were only for the support live chat function, but definitely need to understand more. Thanks :)

We have 2 pre-prod environments, so we would need 2 test workspaces to match

Trying to edit a welcome message in the chat that would have links to most useful articles. The + sign only shows how to add links to external sources.