Fin Product Area

Can I reassign a reply to an auto message automatically if a customer’s reply contains certain keywords?

Can I mark a conversation as priority automatically if a customer’s reply contains certain keywords?

Can I reassign a conversation automatically if a customer’s reply contains certain keywords? 

Can I mark a conversation as priority if it hasn’t been replied to within a certain time frame?

Can I reassign a conversation if it hasn’t been replied to within a certain time frame?

Can I tag a conversation if it hasn’t been replied to within a certain time frame?

Can I set up my reports in such a way that I am regularly emailed a PDF version?

 Hello, Why my chats is appearing in the dashboard but is not appearing in the app??I mean the outbound chat suppose to be live but it's not working inside my app. Any reason?

Is it possible to extract a direct link to the customer service employee?

So my need is to make sure every word, also the ones with hyperlink, are visible. Let me know ;)

What is the limit on the number of segments Intercom will allow me to filter for? I've had the platform error out on me when creating some complex user groups when filtering for a variety of segments/qualifiers and attributes.

How do I add a tag to a conversation? I can’t find the option.

Messenger TipsProbably obvious and a well known approach but we rely on the Messenger message types to drive engagement for diff types of messages; Chat: when we want to get customers to engage to pick up a convo and drive adoption - now partnered with reso-bots and FAQ answers. Posts: when we generally do not want responses but want to drive action or share info Badge; Low priority (not time sensitive) and impact (no action or impact to services) engagement that is shared as an FYI - the benefit of these is they can queue up and increase count and can be opened later. This allows for ongoing and continuous engagement without impacting customer journey  Snippet; Low/Medium priority, and impact where action is required - where part of the message is visible with indicators of what to do so attention is grabbed. Often paired with event or page targeting Show Full; When there is high priority and impact, immediate action or attention required - often partnered with large format to take ov

I just received the July Roundup email and it looks amazing. I haven't figured out how to customize our Outbound campaigns to look this cool. Any recommendations?

We have been using the custom bot as a form of triage for awhile and seen less interest in deep bot paths and more give me the answer or a human. What has every ones experience been with custom bots thus far?How many steps before users request to talk to a human or get an answer?Are you ending paths with a resobot? If so, are the users using the answers? Are the resobot answers being shared?Is the triage actually working for you? 

How does the wider community approach the orchestration of interactions (email/post/chat)? Challenges we have hit head on on include;Targeting the correct users at a companyLimiting how many interactionsLanding the next best messageOne Off Messages versus Ongoing CampaignsIntercom versus other systems and not bombaring your customersVisualising and mapping out the live touchpoints and interactions We have come up with workarounds and ways to keep the lights on but not sure we really have solved this at scale - so keen on others experiences.  

So I am playing with a simple enough concept - Custombot prompts users for Known Request or New Request. The goal here is no human interaction (until a case is raised). For a known request, we prompt with a typeform for case details and update the case (via typeform SF app) For a New Request, we prompt for natural language, we offer a resobot answerIf the answer is yes, path endsIf the answer is no, we send a typeform and create a case via the typeform SF app Any anyone done anything similar? Initial tests result in the conversation still being open post sending the app which is something I need to solve for. Bonus points, also tossing up the idea of sending them into our app before sending the typeform, but not sure sending a button asking to login will actually offer any value (beyond knowing who they are).

Keen for commentary on how y'all approach live reporting - our only major gripe with the Inbox experience is the lack of live reporting that you would want from a traditional 'live' engagement channel.  How do you approach live reporting?What metrics do you focus (obsess) on?How you you link this back to the OOTB reporting Inbox offers? NB: Have been on the recent reporting BETAs, which are a small step in the right direction but still not live.

Standard change management aside, how are y'all approaching adoption of tours? For both customers and agents / employees? Some of our learnings;Customers are a bit scared to try itCustomers will start a tour, get side tracked and leave the tour (by accident often)Agents do not like sharing them if they don't know how they work or if they did not build themLinking tours to feature releases / updates has had best resultsWe do not have feature flagging or tracking as a data point so tracking tours success has been challenging What approaches have y'all taken to drive more adoption?

Curious to other product tour users ... what's your default go to length for a product tour? I've heard users can get fatigued after 4-5 steps but wondering if anyone has seen a good best practice on length.  Generally I'm referring to tours that introduce a major piece of functionality, new feature, etc... obviously many tours need only be 1 or 2 steps.

I want to see if my Product Tour is working correctly before I set it live. How can I test it?

I need to add a new step to an existing Product Tour, how can I do that?

I need to remove a step from an existing Product Tour, how can I do that?

I’ve just started using Intercom and I want to import my conversation data from another tool to train Resolution Bot, how can I do this?

My answers don’t have a high resolution rate in Resolution Bot, how can I improve this?