Fin Product Area

We've created an intercom flow to collect our client's NPS feedback every month, and we create monthly reports with these NPS values.  The problem is that the monthly values change over time. Example: At the end of January we analyze the responses given by users and there are 10 responses, the following month February we consult the Intercom dashboards and export the raw intercom files from January and we already have 15 responses. This is happening because responses given later assume the date of submission to the user in the “received_at” field, and we can't use the “completed_at” field because most users don't submit the form, they just close it. Practical example in the attached image 17 responses in total7 were assigned to January7 assigned to December2 in June1 in August  Only 4 were “completed” and we see that the responses were submitted in February, but with the “received at” date in another month, meaning that the NPS values for those months have been altered. Could you revie

hi all,I have implemented intercom into my website, issue is intercom icon or messenger icon doesn’t show if my user uses ios/safari. They report that some of devices is working but most of them doesn’t show so it’s not stable at all for my business.I dont know what I do wrong here.I try to reach out intercom support but it’s bad they just like blaming back to me  something like thisI think intercom must work for mostly case (I know except for pretty old devices and os).Thank you

Hi all,After years of using Intercom to reliably email ~650 members in our organisation on a ~monthly basis, today we’ve run into a hiccup. Only ~270 members now show in the “Users” preview with no filters applied. There appears to be a new automatic filter of “Last seen less than 90 days ago” which does show in the Rules list when previewing the email, however when editing the email it doesn’t show, and therefore I can’t deselect it.FinAI support advises:“I apologize for the confusion, but the "last seen less than 90 days ago" filter is an automatic feature that can't be disabled for email messages. It's applied to ensure better engagement rates.However, if you need to include users who were last seen more than 90 days ago, you can create a specific filter for "Last seen more than 90 days ago" in your audience rules. This will allow you to target less active users if that's your goal.”I tried Fin’s suggestion of adding a filter for “more than 90 days ago” however this produces a list

I can manually extract this data from an exported conversation volume report, but is there a way to do this directly within Reports in intercom? If not, consider this a feature request.

I have integrated intercom to our expo app. For iOS devices it’s working great but for android its not working and when we hit “Intercom.present()” it does open the sheet but in that we are getting “Something’s gone wrong Content could not be loaded”.I have added all the required permissions. For loginUserWithUserAttributes getting error : Error: ERROR - [HTTP 403] - Android SDK Messenger API is disabled for this workspaceIntercom.loginUserWithUserAttributes({email: email,userId: data?.data?.userId,name: data?.data?.username,}) 

Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations?Any help is much appreciated!!

Hi there! Is there a way to ensure that a tracker/group ticket link is visible in all future conversations with the same user on Intercom? I can see that detail only in the first conversation which got linked, but it’s not visible in subsequent ones. This leads to duplicate users being added to the ticket, impacting reports. It would be very helpful if, once a user’s conversation is linked to a tracker ticket, that linkage attribute appears in every future chat with the same user. This should be automatic. I’ve reviewed the attributes information but still don’t understand if and how this can be set up automatically.  Any help will be grateful.  Thank you so much! 

Hello there,It's great that any user can contact us via chat after reacting negatively to an article in the Help Center. However, are there any updates on further setting this up? I noticed this was posted a year ago.The user eventually reached live chat after 12 minutes. Is there a way to make changes, add a workflow, or implement any improvements? Thank you!

We’re having an issue where customers send us emails that are wider than the intercom email UI so they are cut off and the team is unable to read them. Our workaround is to either copy and paste the message into a different tab (like a Google doc) or reply CCing in our personal work address so we can view the email in gmail. Neither are great solutions.  It would be great if either emails were consistently resized appropriately or (for things we wouldn’t want to make artificially narrow like tables, which we get from customers frequently) we could “pop out” a message and make it whatever width we need in a pop-out window.

Is it possible have insert a “clickable” phone number into a messenger message, so a user on a mobile device can tap the message and call?E.g.When a query cannot be solved by a customer service agent via the chat, the customer service agent may say “Please call us” and insert the phone number into the message. The user, on their phone, would then tap the phone number.In HTML it would look like this: <a href="tel:6031112298"></a> The phone number above should be “clickable”Many thanks.

If a user has closed the Messenger pane, I don't want to show it when they receive a reply. I'd like it to show a notification bubble on the launcher and show the pane only when they click on it. I'm unable to find this option in any of the settings.

Is it possible to have a date range picker on the Outbound pages so that all statistics shown in the table below are for the specific periods ? Regularly, I want to check if my product tours recently had issues. The problem is that the data shown in the column “Issues” are from the creation of each product tour. So I have to click on each of them and then go to the issues tab to see if the issues is recent or not. It’s quite a waste of time as most of these issues have been fixed. It would be really cool just to have a simple ways to see for all my product tours which one had recent issues.Bonus: being able to “clear” these data in case the issues have been fixed

Hello! I would like to create a workflow to:1-Add tags to ticket directly in the ticket at “Details”: 2-And identify the ticket by content or subject, and automatically add it to a specific team inbox

I set up a tour and when it’s live, the entire site is greyed out and the user can’t click anything, including the tour. The Next button will react when clicked, but doesn't actually go to the next page of the tour.Something that may be relevant:We recently updated to install the messenger securely. (Maybe that wasn’t done properly?)Also, can you do a product tour and other messages if the Messenger button is not visible?  Thank you

I’m having trouble embedding a JW Player video into an Intercom article. I’ve tried using the JW embed codes, the iframe source, the share URL, and the actual video URLs in JW and keep getting an error message telling me that what I’ve entered isn’t supported, even though in that same message it says that JW Player video URLs are supported. I also checked to make sure my videos aren’t private and I was able to open them in incognito so I don’t think that can be it. Is there any documentation showing what the JW URL should look like?

We have several customers that often refer back to historical ticket data and it would be massively beneficial if there was a way for them to continue to search for historical tickets. The reason for this is because the way many of our customers are structured are Tiered entities. Basically, users in the Parent Company have visibility into the Child Companies beneath them that have their own users. These Parent Company users need to have visibility into all tickets so that they are aware of the issues their Child Company Users are facing.

I often find myself writing part of an email, which I then don’t want to send anyway. When I then want to write another message, the old message, the receiver, and the subject is still there. Is there a way to “abandon” message creation that deletes the message I’ve written + subject + receiver?

Hi Team,I need your help in setting up our Intercom Phone workflow. When adding a step for Hold and Assign, no teammates appear, including my own name. Am I missing something?I’d appreciate your guidance on this, as I need to be ready to take live calls on Monday.Thank you in advance for your support!Best,Marco

Hi I would like to hire an intercom specialist to help me fully maxamise my usage of Intercom. My business is an online therapy platform and I want to help walk my clients through some simple questions to get them to the right therapist.

what are all the best possible way apart from the native reporting of Intercom - I want to know how else I can get the reporting data for intercom tickets (not conversations) I have looked through their APIs but it only serves the tickets data not reporting data. Reporting data I mean, like finding the first response time, resolution time, etc., Any help would be appreciated. 

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???  

Hey friends, can you please help me determine which timestamp to consider for different call directions, namely inbound and outbound, within the same conversation? I couldn't find which timestamp to use as call_initiated_at for each call direction.I’ve attached a sample dataset where one tab contains ready-made metrics provided by Intercom, and the second tab includes conversation parts extracted from the conversation_part API object.Also, which two timestamps should be used to calculate call_duration, call_queue_time, and call_answer_time?

Hi, when we reply messages from Intercom, all the new lines were removed when it shows up in Messenger.Here is the message we sent: However, here is what it shows up in Messenger:You can see the new lines and numbers are removed. Anybody knows why?

We have renamed a core part of our application, and now have the arduous task of replacing every mention of the feature manually within our 180+ articles…. How do others manage this?I find native the Intercom article management tools lacking:Can’t duplicate articles Can’t create article templates Can’t insert recommended reading (related articles defined by me) Can’t have global blocks/sections that are the same across the articles they appear in etc…It’s becoming logistically nightmarish as we grow our knowledge base.Is there any third party tool that can improve the management? Or do I need to just consider building a custom knowledge base?Thank you!

When using the ‘Insert image’ option into the ‘welcome’ product tour step and then selecting an image locally into the step, no image shows, only paragraph blank space. I’m trying to upload images/giffs into the product tour so users can see the interaction I’m highlighting.  Why is not working as it should be and can someone please advise me on a resolution? Thanks!