Fin Product Area

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

Hi all!We’re currently running into some issues related to Workflows that are triggered from calls coming in.What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:   A: Is an IVR PromptC: Is a hold and assignB: Is voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.  Happy to be pointed in

I have duplicates of some users, all with the same email address. How did this happen? How can I fix it?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

Hey all. Curious if there are any solutions or recommendations for a small team to use Intercom. Currently we’re seeing $29/mo per seat which is SUPER pricy and already extremely limited as it is as we’re very small and in the beginner stages. It makes no sense to spend $60 or more a month just for 2 reps when we only have maybe 1 chat per week coming in. I’m wondering if anyone uses a shared email/account or have any recommendations. We can’t even take advantage of all of the features of Intercom because it’s gated behind a $85/seat/month cost which is almost 3x the cost of the entry level plan. We love Intercom but feel super restricted despite paying for it.

We are using this browser extension to test for accessibility issues on our website.https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extensionIt reports several issues with intercom.Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful. 

Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable.  We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery.  Thanks!Ronald Hill, Customer Support AgentZipline International 855-947-5163

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.”I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

Hello!We’re about to launch a new feature at my company and I want to track how much support this generates.As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.Does anyone have any recommendations?Thanks!

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this?  Thanks in advance! 

Does anyone know a way to get Intercom survey data pushed to Domo on a daily basis (potentially using the json connector)?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

I have a product tour which encourages users to click 'Create a Tag'. Once the user clicks 'Create a Tag' a Bootstrap modal pops us with the next step. After the user creates a tag, a second tour tells the user how to delete or edit the tag.  If a user goes to the page and immediately clicks 'Create a Tag', before the tour appeared, then the tour appears with popup modal, which looks weird. If a user creates a tag and then quickly creates a second tag, the second tour appears when the modal is open. This is very confusing for the user.  And idea how to prevent the tour from appearing if the user clicks on a modal or scrolls pass the location of the tour? See the screenshots.

Hello, I would like to create a workflow to: 1-When a new email message comes, assigns it to a specific inbox , let’s call it A2-When the message is responded to the customer, it will assign to another inbox, let’s call it B3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

I am using intercom version 15.15.0 but most of the time it crash with the 2 different types of error .please find error logs below  java.lang.IllegalArgumentException: no paragraph (layoutCache=ParagraphLayoutCache(paragraph=null, lastDensity=InlineDensity(density=2.8125, fontScale=1.0)), textSubstitution=null)                                                                                                        at androidx.compose.foundation.text.modifiers.TextStringSimpleNode.draw(TextStringSimpleNode.kt:418)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.drawDirect-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:110)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.draw-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:89)                                                                       

Hi, The feature of "Fix grammar & spelling" is handy, however, when the selected sentence is incomplete (not ended correctly), it does add the missing word and/or punctuation marks to the end of that sentence (Expected); but, it also prefixes the missing word/punctuation to the top of the text!!!Example: It changes"I can assist you in this"to"matterI can assist you in this matter."

We are calling loginUnidentifiedUser() when user open the app without user login and if user logged in, then  calling Intercom.loginUserWithUserAttributes({ userId: userId, })but we are getting Error - Error in loginUserWithUserAttributes 

Hello I have been experiencing an issue where some of my Intercom messages get stuck in the “Sending” status and don’t get delivered to the recipient. This seems to happen randomly some messages go through instantly; while others just stay pending indefinitely. Refreshing the page doesn’t help & I’ve already checked my internet connection.🙂I have tried logging out and back in, clearing the cache, and even testing on a different browser, but the problem persists.  🤔I’m wondering if this could be a temporary server issue / something related to message queue handling. Has anyone else faced this? Are there any troubleshooting steps I might be missing?🤔Checked https://community.intercom.com/conversations-9/Alteryx Training guide related to this and found it quite informative. Would love to hear if others have encountered this and found a fix. Also, is there a way to manually retry sending stuck messages instead of rewriting them? Any insights would be appreciated!  Thank you !!🙂

Is there some way to upload a CSV of user IDs instead of having to manually enter each one into the 'who will receive this' bit? I want to send an email to 50 or so people.

Hi,I cannot see the The Multilingual Workflows feature to activate it on my workflow like this article mentioned:  The AI Inbox Translations is enabledbut I don’t have the other button :  Any advice? Ideas? Thank you, 

can you help me

Hello. I work for a company that uses Intercom to organize our client interactions. We are in the process of starting a second company. The same customer service team will be working for both companies for the foreseeable future. Is there a way to partition a single intercom account into two inboxes (one for each company)? Thanks!