Fin Product Area

We are changing our existing Help Center to Intercom Articles and switching Intercom Help Center to the support server. Our customers use certain of our current help center URL´s directly and after we set up Intercom Help Center to the support server, the old URL´s don´t work anymore. We would like to point out these certain articles and automatically redirect customers to the matching article URL in Intercom. After we have used CNAME recording to bring Intercom Help Center to custom support.example.com address are we able to define redirects somewhere through Intercom? Because I know for sure there are these kind of capabilities in other Help Doc tools. Or do you guys come up with some suggestion how I could tackle this kind of situation?

Is there a way to make it so only the admin can close out a ticket? Having issues with tickets being prematurely closed and want to make it so that only I can close tickets from now on once Im able to verify tickets have been resolved. Is there a way to set this up?

We're facing an issue whereby a lot of inbound messages come from users who contact us from our marketing site, blog or from help articles and are then not logged in. Operator asks them If they are existing customers, and when they say yes stops taking any further info. This means we don't know their name, email address, company or even if they are who they say they are. No email means we waste lots of time sending replies that are never read. Is there any action through operator we can do to take these anonymous conversations and associate them with the actual user record we have in Intercom

The Series interface thinks I am creating an infinite loop, but I don't believe I am. I have 2 sets of emails for users - 1 if they are an active user, and another if they are inactive. I want these setup in the same series so we can see if a user becomes active or inactive, and send them to the beginning of the appropriate set of emails. Before sending each email, I do a check to see if they have or haven't already been sent that email. So if they have already gotten any of the emails, they'll never get that one again, and the Series will skip to check if they have received the next email. That's how we're getting around the infinite loop issue in reality, but Intercom/Series still thinks its an infinite loop. Is there any way to get around this? Related, how can we create a group of messages that are all eligible to send at any given point, without more than 1 sending per day, and can be sent out of order, whenever someone matches criteria for a message, and each

Hey, i need help because my notifications are not coming on the same time as the costumer says something, and it's been like this for like 4 weeks now. No one answers me on Intercom Helo Chat either, i've sent a lot of messages and no one replies.

How do I recover an archived conversation?

I just signed up, trying to learn how this system works but not able to go beyond " preview the chat experience", How do I go past the "Preview the chat experience"

When a system admin logs into the system and opens the intercom messenger, he/she should be able to start a conversation with the lead users of intercom. Basically, there is list of users in the system. After selecting user we should be able to chat with user in intercom messenger similarly to what we do in the conversation interface of intercom. Is this possible?

Reply with Article isn't showing up on iOS app. This page (https://www.intercom.com/help/en/articles/447-respond-to-users-and-visitors-on-the-go) shows it as an icon in the bottom of the chat window but it's not showing up in my app even though I've enabled the feature and it's showing up in the web chat.

Hey all, I’m a solo shop at the moment and and want to use Intercom.  I know I can set Office Hours & reply time - but is there a way to add vacation days or something like that so if I’m out of the office for a few days, Messenger will say something like “Back Thursday” if it’s Monday and I took Monday, Tuesday & Wednesday off? Just trying to manage expectations.  Thank you :)  Dinos

I can't get my PT to start....the preview works just fine. The url is correct, the site is correct but when I'm on that page no pop-up!

Is there a way to target people based on a specific link that's been clicked in an email, rather than just that they opened and clicked an email? i.e. a question is asked with multiple options, we'd then target in-app msg based on what option they choose.

Your invoice notification emails are not useful if we are trying to get our finance system to process them automatically. Please allow invoices, not notifications, to be sent out automatically.

The Intercom Messenger sends events whenever someone submits email address. Similarly what events get triggered when someone submits email via Banner? This is important for us as we're tracking performance in a different reporting tool.

I assumed we could use the 'Last Contacted tag for this. Intercom defines Last contacted at as "The time they were last contacted by you, with an auto/manual message, or with a reply in a conversation" But I see that this does not include if they received an automated tour. Even if the user has received a tour 2 days ago, setting the rule 'Last Contacted > 3 days ago' fails to exclude them. 

When would a banner message be useful?

Currently, and for the past years, we have only supported help and questions through email and phone. Now users, leads and visitors will have the chance to use the messenger instead.What amount of increased traffic should we expect? :)

How can I customise my banner message?

On the Javascript API page - https://developers.intercom.com/installing-intercom/docs/javascript-api-attributes-objects thereis a message attribute "background_color" which says is "Used behind your team profile and other attributes". However it doesn't seem to do anything. What does it do & is there some other way to programmatically change the color scheme of the messenger in an app or site?

I worked for hours on a new Series draft yesterday, built out all rules, emails, etc. and it was all saved. Came back to it this morning, it was fine. Now the majority of the elements are gone/missing. Emails (all but the first one) are missing, no rules. It's like it rolled back 24 hours. Help!

It seems the order of the columns in the export doc has changed suddenly + new filter options added to this page. Not great when this happens without any warning. Am I missing something here I'm subscribed to all the updates?

Can I add a banner message to a Series?

If a customer closes a banner, does it reappear?