Fin Product Area

Hey guys, I have a task that would require some brainstorming and finding a creative solution with some outside-of-the-box-thinking.  The challenge is as follows: We want to offer chat support as a premium service. We already set up a complex solution that allows visitors to chat up to 5 times without purchasing a product (the system of custom bots and tags).  Now, since the chat is originally available only on the /chat/ URL (Launcher visible only there), and the agent might give a link to a proposed product, the user will go away from the /chat/ page and on desktop, it would be ok as the conversation continues, Widget is open in the bottom-right corner. And the user will probably not close it. On the mobile, it's a bit different, Widget fills in the whole screen and the user might close it in order to see the page. Once they close it they can not continue it, as the Launcher is not visible. They would need to go back to the /chat/ page... not a good user experience.  So, the big

I'm currently building my sire at vela-apparel-shop.myshopify.com and I'm wondering why my chat bubble pops up for only a split second before disappearing. Also, when I try to complete set up on the Intercom site, it give me the error 'We havenʼt received any data from your installation. Please check the instructions and try again.' I've checked the connection many times now and no luck. Any help? 

I have some automated messages set up (think Welcome Message), but I'd prefer if the pop up expired after a certain amount of time instead of requiring the user to click to dismiss. Is this possible?

For example, every time one of our agents sends a message that contains the text: If you like this deal, just click “Continue with this offer” and we can get your deal started." I would like to auto tag that as "Offer sent" - is this possible?

For example, I want to have the URL https://onemetric.io/{{ value of company _id }}/billing/whatever, where company_id unfolds into the UUID.Thanks

Hi, I would like to export the number of conversations received (on a monthly, and weekly basis) from the past 12 months.  Is this possible? Really hoping it is, so I don't have to go through the data myself!

Hi everyone, in my team the reporting doesn't really match up with how we individually work, and as such I'd like to remove access for my team members so they don't get distracted comparing each others stats. Any ideas?

Is there a reason intercom chose to make this look like a 404 page rather than a "please log into (product) to view this article"? I can't tell you how many times that customers says "there is nothing at this link" and we have to explain well first you need to log into the app then the article can be viewed. The wording on this page could be vastly improved.

Hi, can we send in series or after a direct chat to ask the user to like us on facebook, in there any intergration? or just the link we can send out? what is the most stylish way , maybe somebody have cases

Hi intercom, I just wanted to ask that you keep up with adding features to the intercom mobile app (to support customers) and do not let it go by the way side. With today's landscape, everyone is mobile and working from home, the car, bus, airport etc. The mobile app is a lifeline for our team especially as it helps us provide fast support. We need the tools available to do so.  While I don't have any specific features here, a lot have posted some great ones that should be kept up with. One of the reasons why we chose intercom was that we felt they kept up with their mobile app. I've also submitted many bugs I found so hopefully they get looked at sooner than later as they are affecting productivity. Thank you!

Just some clarifications, how do I sort out customers who are FREE & PAYING? Since we have 2 types of customers who are asking about our company. It also differs from our level of support to them. How do I manage inbox wherein FREE customers those who haven’t availed of any plan goes to our FREE inbox and PAYING customers goes straight to our “PAID CUSTOMERS” inbox? And if we want other folders under PAID AND FREE how do we go about this. 

In Zendesk each macro had a unique URL, Is there any way to access something like this in intercom? This would be helpful to have for our external documentation of our macros, so we can link directly to the macro we want to. In the editing macros section, even when you have a macro open for editing, the URL simply takes you to the general macros 'basket'.

Is Intercom HIPAA compliant?

We are a HIPAA compliant company and so do not want to use the JS provided by intercom due to the security risk. Does anyone know of a way to implement the service without using JS that calls every time?

Is it possible to use articles in Intercom as a private knowledge base for my company? meaning, not meant to be shared with customers, but instead also using them as internal knowledge sharing. Thanks!

I want to ensure that the user doesn't have to scroll to read the whole message, so was hoping to make the width large enough to be able to accommodate it entirely. Thanks, folks.

For example, if you want to ask users for feedback using your Custom Bot 🤷‍♂️ How it can be implemented on iOS/Android?

Hi team,We're using a custom bot to understand more about the type of content our clients would like to receive. We'd like to be able to assign tags to users based on which reply buttons they select (there are a series of 3 paths), is this possible?

We have filtered them out in spam but they are still getting through the filter to the inbox

Hi, How do a initiate a conversation from the users whenever they do certain action on our website so that our team will be notified and then follow up with them. For example, we have a assignment upload form on our website, where we would like to initiate a conversation at Intercom when the users uploaded their assignment, so that our team will be notified and resume their conversation with the users as they are reviewing their assignment. I tried to look for Javascript SDK to create conversation programatically so that I can trigger it after the users uploaded their assignment, but no luck.  Appreciate any thoughts and ideas to implement this. Thanks!

Do teams have emails teamname@companyname.intercom-mail.com? 

Hello! I'm creating a series to send a promotional campaign. I send specific emails to users based on different factors but I'd also like to show a post "popup" to all visitors that aren't logged in.  Is there a way of achieving that? Thanks!

We just launched a new feature and as part of our Series, we included an email. The replies were sent to our 1st Level Support team because any inquiries about the feature would go to them.  There were very few questions about the feature because it is pretty intuitive. (yay!) Unfortunately, they got hundreds of automated replies from our users who had their own out-of-office settings turned on. (booo!) Is there a better way to do this? As our user base continues to grow, the volume of out-of-office replies will increase.

It would be great if the mobile app could have some basic app visibility. For example, we use statuspage for our outages. it would be great if our mobile guys can see the status page "status" in the intercom app. This would make it easier for the agent to get better visibility.  It would also be nice to see recent "events" to help someone over mobile see what someone has done. We use events to track actions in the app and its usually helpful to see if someone has ever used a function or what they're currently doing in the app.  

Is there a way to darken the background of the product tours? Our entire product design is in dark mode, so bright white product tour posts are a bit jarring.