Fin Product Area

We've noticed that once an interaction gets through the custom bot flows and is placed in an inbox, there is a several minute delay before assigning that chat to an agent. We're seeing this impact both our wait times and our team efficiency as chats tend to add up quickly in the queue during peak hours. Would love any advice someone may have on how to resolve this!

Is it possible to set up a rule If the user didn't respond to the last message in the x hours period then automatically close the conversation?

Hey, Is there a possibility to encapsulate a url being sent to recent pages after/before it sent? or to remove it for certain users? Thanks!

This is in case of series where I'd like users to not receive product tours in succession.

HI @all I could use some inputs regarding controlling / reports. What do you like to track and how do you do it? My first steps:% of new conversations that are replied toMedian resp. timeMedian first resp time My goal is to find out what we could improve and about the general performance of the livechat. Cheers, Diego  

Bare with me as this is really abstract.  Goal: Drive customers into our apps with bonus of any follow on engagement being in app and live (we know who you are, where you are and what you are doing) Use Case; Agents share links to customers via a click which adds link to an email which sends customers to an external SF community knowledge base. Preferred Use Case; Agent shares a link to an article that send an in app message with the article content in the message so they stay in the app. Thinking this through it feels like a bunch of API wizardry would be needed on both the Salesforce and Intercom end to get this experience. An alternate option would be able to surface Intercom articles in Service Cloud via the Articles API but against a bunch of API wizardry. Has anyone thought of doing anything a bit abstract like this or is it just me 😮. Full disclaimer, I have zero DEV or API skills.

Hi,I'm building my product's onboarding using series. I found that product tours doesn't work on mobile, so I want to show mobile users a post/chat instead of the tour. Is this a good practice? Is there a better way for matching mobile/desktop users than checking OS prop? Thanks 

We need to show the messenger as a section of the web page, not in the iframe/modal. I have tried but didn't get any way to do that. Please help.

We want to manually import users into Intercom and some of the data has multiple items associated with one attribute. For example, a user could provide multiple services. How would I format my CSV to make this attribute a list and upload correctly?

Unable to access my account on my mobiIe via app. When I try to install the app, I get the notification: "Unable to signin: Your administrator needs to require you to set a passcode on this device to access this account. Please set a passcode How can I fix this?

Is there any way of configuring settings for the 'the did that answer help or are you looking for something else' response?

When and how does a customer enter a Series?

Hey everybody! 👋 I am a Product Marketer at Trifacta, a leading data preparation platform. Besides helping people adopt Trifacta, I enjoy helping others learn about data and APIs. My goal is to enable everyone, irrespective of their technical know-how, to learn how to work with data and feel confident talking about data. To further this goal, I run a side-project called Data-led Academy. And when I'm not thinking about data, automation, and APIs, I like to talk to my dog and cook with my wife.  I'd be happy to answer any questions you might have in regard to working with data as a PM or a marketer. In the context of Intercom, I will be happy to answer questions regarding campaigns/series that rely on your product data.  And if you haven't yet instrumented product data on Intercom, AMA about it!  Looking forward to learning from and contributing to the community! Connect with me on Twitter and on LinkedIn 

Hi people, I need help with an issue. I deleted some leads by API, but part of them came back to my list without an ID. When I click in a 'zombies leads', they don't load and the URL is /users/segments/all-leads?searchTerm=[a hash] (as the attached photo). The major problem is they appear in the leads' outbound and remake all isn't an option 😅 . Anyone can help me to fix that? Thx for the attention

I would like to run webhook for outgoing e-mails but I couldn't find the right topic to subscribe for it. Can you help me?

 I also experienced a couple of issues trying to open other tabs too. Got the "We are experiencing some issues" message a couple of times. There is no information about this issue in the status page. I tried all possible scenarios - reseting cache/cookies, trying different browsers, different connection, incognito tab - same outcome.

Would definitely love to have a section in which I can see the Drop Off chats for the Custom bot from new conversation! Currently, I am struggling to find those chats that were dropped off, having to go through hundred of chats! Thanks for this community! 

I added a login page for testing purpose, now I want to remove it but received this error "Please enter the URL for your login link" How do I remove the login page? 

Until API version 1.4.0 I was able to create users with the same email. For the uniqueness was used user_ID and worked fine, because in some cases I need to share the same email between different users. After update API 2.0.0 it is not possible to create a `Contact` with the same email. ( "Users API & Leads API are deprecated and replaced with Contacts API. ")Is there a way (or workaround) to create a `Contact` which can share the same email ? Is it expected it is not possible to create a new `Contact` with the same email from archived `Contact` ?

I created several resolution bots to deal with some easier customer question that come up regularly. However, there are always chats coming into our inboxes that should clearly be answered by the bot. Some don't even trigger at all. I can't even get them to show up with the auto-suggest, which leads me to believe the bot is having some trouble with those questions.I did add lots of examples in training and also tried to vary them. Curious to hear your input.

Dear Member,We are into online courier service provider business and I have developed a custom chat bot for various purpose, in which tracking number is must. But here, intercom is not pushing that tracking number to Zapier to Google Sheet.  I have tried it by defining new variable but still not working. Can someone help me out how can I do it. Right now, I am only getting Name, Email I'd and tracking number not getting,  Any help will be appreciated as I have tried my best but nothing didn't work yet. Hoping for the resolution else I have to switch any other chatbot which I don't want but because of this restriction I have to move out.

Hey guys one of our clients has requested a DPA from Intercom and I've asked like 5x but no answer other than being directed to a Help article which does not include a DPA - does anyone have one? This is urgent for our business and we are getting no help!

Hi Everybody, We're a small SaaS company (https://trysmartplan.com using Intercom for our Customer Service. I'm the co-founder of the company and in the beginning I did all the customer support. Now we have 5 part time employees covering our customer support shifts. After hiring employees for this job, I have found it hard to stay in the loop of what kind of support we have. Yes I talk to my employees and yes they report feature requests etc. But to feed my gut feeling about what is going on I have to click through a lot: closed, snoozed and open.  The same goes for Quality Assurance. How do you make sure the quality of the responses are good enough? I would love to hear if this is something you also struggle with or if it's just me :) Hope you are all safe. Best regards,Mathias

Hey 👋 ,We want to build a tips and tricks campaign for users based on their usage with our product. The issue is that I can't write all the tips I want now, my thought was to start with a few and to add more tips messages along the way. The problem with that is that users that exited the campaign will not have the option to receive the new messages.  What do you think? Do you have a workaround for that? Thanks :)

I want to have the user click the option for the next path and be redirected to a specific webpage.