Fin Product Area

Idea created:  

Can I trigger a custom attribute change within the user's qualification section?

Good evening everyone, does anyone know if it's possible to download conversations in bulk from a specific period?I mean the actual chat history, the content of the conversations.I need to do a bulk analysis of the most common topics and customer inquiries, but it's impossible to do that by opening each conversation one by one. Maybe there any app in the Intercom app store that has this feature?

Hi Currently the in-app notifications do not post to any tables that we can sync via Fivetran. I seem to recall it was possible to add these to the conversations data and tag them there, but I can’t seem to find documentation on how to achieve this. Any info or help in getting the app notifications data into our data warehouse would be super helpful   

We’re testing out Fin, and for one of our chat conversations, Fin didn’t provide an answer immediately. The customer sent another message an hour later, and then Fin replied. Fin greeted the customer in the widget just fine prior to the initial customer message.Any ideas on what would cause a delay? Could it be customer environment? Or an occasional glitch in Fin? 

Hello there community.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions. In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot. Does anyone know how to configure this within the automation, instead of the default 15-minute setting?For better understanding:1 - We send a question to the customer, and it only moves to the next step if they respond.2 - I need to create an automation flow that prompts the customer every 15 minutes if they don’t interact for a certain amount of time, encouraging them to return to the chat and continue answering the questions.3 - If they don’t respond, I need to set up the automation to clo

We're currently using the Banners feature to display product announcements on our homepage. We'd love to be able to use the Inline / Top banner design, but the fixed CSS positioning overlaps our main site navigation, which uses sticky positioning. We instead had to result to using the bottom banner design. Is it possible, using Javascript, to detect when a Banner is being displayed, so we can tweak our navigation style to accommodate the top banner? Not sure if I posted this in the correct category, I didn't see an option for Banners.

I have an expo project. Expo SKD - 51After installing “@intercom/intercom-react-native” and running “npx expo prebuild” command, I see the issue with “expo-image-picker” library. I always get in “permissionResult” false.After removing “@intercom/intercom-react-native” from the project, everything works as expected. 

Hello there,I think it would be very useful to search through the available options for a custom field of type “list” especially when the number of options grows.  

Hey!In our use case, we are creating a contact (user or a lead) and then booting the intercom messenger for the created contact.When we are creating a user, we return the user external_id and hash that was generated, and we start the messenger with this data, this way the user sees correct conversation and history.We want to do the same for a created lead, we don’t want to generate the lead on the client side, but on the backend and then use the lead data to boot the messenger.We seems to be missing something, because we could not get the messenger started for a lead.We try using the lead.id, lead.external_id, with and without the lead hash, added the createdAt timestamp, tried a combination of those properties, but nothing seems to start the messenger for a specific lead.What data does the boot function want to get to allow us to start if for a specific lead?Thank you!

Hi,We find the Spam/Junk filter in Intercom pretty poor - it’s send a lot of genuine emails there, including inbound emails from email address we have in our Contacts list and ones we have repeatedly marked as “Not Junk” in the Spam list.However, it’s not learning, and they keep getting flagged as junk.Is there a way to either:mark an email address as a safe sender/whitelist, so those inbound emails don’t go to our spam filter? If not a built in setting, can it be done with automations/rules? OR turn off the spam filter altogether (we use Google’s Mail Servers and their spam filter does a much better job and keeps spam from getting to Intercom anyway) (again, if not built in, can it be done with automations/rules?)CheersRob

My usecase is where i have multiple series for example suppose i have 3 series where i am performing some tasks of sending out notification, but now the logic is such that there are three unique triggers ( one for each series ),now if a users trigger 1st series with the trigger and the series contains a timer for like 3 hrs before sending notifications, but the users also triggers 2nd series with 2nd trigger , now i wish to prevent sending out notifications from series 1 as user is now under series 2 . similarly usecase for series 3.

One of our users has sent an screenshot of our site. A smiling magnifying glass shows right where the intercom FAB is located by default. We are trying to figure out if this is an intercom button or some other extension. The page in question hides with code the intercom FAB. Could this be the cause for this issue? Could the user have started an action in intercom and then navigated to this screen resulting in this button showing up?  

Currently, custom actions are available in the settings to Fin or workflows and helpdesk. We'd like to add actions that are available only in workflows and cannot be accessed through the helpdesk. Separating these two options in the custom action usage setting would be very beneficial.

 We trialed a recommended app from the Intercom app store called "Bump" by Userfeed.  An app that allows you to automate the follow-up and closing process of unresponsive customers. We used this App because the built-in snoozing/closing function in Intercom did not fit our needs. We loved it during our trial, set up automation and workflows around the apps' functionality. We regularly have around 30 conversations in the queue, and after a couple of days we knew we were going to purchase the app. So, I reached out to their support ready and willing to purchase. I searched high and low contacting everyone involved with the company and product, and nothing is active, and you cannot purchase the app. So, first, I would recommend removing this app, as it's no longer being supported, and you cannot use it after the trial. This was unfortunate for us. A lot of time wasted, and it's something we REALLY liked. Are there any alternatives on the Intercom app store? I can’t seem to find anything l

So when a user reach out to us on the chatbot, the chatbot sends out the automatic messages “Give the team a way to reach out” and ask for the email. How can I disable this or configure this? 

Trying to get started with the messenger but unable to get it to appear. Like the title says, using React and Next.What I have so far in my app:Intercom is loaded (`window.Intercom` is defined)"boot" and "update" are getting called in the correct spots with the (presumably) correct payloadsI'm getting successful responses back from `https://widget.intercom.io/widget/APP_ID`as well as `https://api-iam.intercom.io/messenger/web/ping`/li>In the DOM, there is a hidden iframe element with id `intercom-frame` and a div with id `intercom-lightweight-app`. The div only contains a style element, there is no contentCurious what could prevent the messenger button from appearing when everything I mentioned above appears to be working correctly

Wonder if we can support conversation attributes creation and update through API. At the same time, can we remove the limit of 250 options for conversation attributes?

Hi I’m looking for a way of adding many sites to the company data field. We currently deal with large companies that have many sites across many countries. Is there a way of putting this into the company data fields as it seems like this currently only likes one answer.For instance company “A” has a head office in London but has 20 other locations they operate out of each requiring there own support. So company fields will ideally have these attributes:name- Company Alocation (this needs to be able to take multiple locations) - Liverpool, London, Manchester etc only need one answer per ticket.Territory (this needs to be multiple different countries) UK, Ireland, Switzerland etc. Again this only needs one answer per ticket.If this cant be achieved what would be the best way around this?

Hi everyone! I’m running into an issue where my workflow is triggering multiple times for the same user, even though it should only trigger once per user interaction (More Info). It seems like some users are repeatedly entering the workflow, causing duplicate messages and a poor experience. Has anyone else faced this issue? What steps did you take to prevent duplicate workflow triggers, or is there a specific setting I should check? Any advice would be appreciated!

In a series, how can I send an email to a user's personal email? 

Under Proactive Support you have all your messages and I can filter on content type. However, News item is the only content type I cannot seem to filter on.

Hey Everyone, So i’ve been having this issue where Intercom isn’t saving users chats if they log in on a different platform - The big issue being that with Kajabi, it’s really have to to get the “logged in user” data from Kajabi. they are very particular with the data they share. I did find a post here about some code to install in the Theme.Liquid file, and i’ve tried that but not sure i’ve it correctly. I’m wondering if anyone else has any experience solving this issue.  I believe it’s just a matter of pointing intercom to where it can get the correct User ID or email from kajabi, but i’ve gone back and forth with Kajabi and they aren’t super helpful. Any tips or help would be GREATLY appreciated. Thank you!

Is it possible to change the text color in intercom articles? I can only see the option to change the font to bold, italics etc but nothing regarding text. I know there’s the call out option but that’s not exactly helpful for the article I’m trying to write. Even on this description text box I have the text color option but not for articles?

Hey everyone, We source users from 3 different apps and differentiate user_id. User IDs follow a letter sequence pattern like XVEOP. Recently we noticed that users in the different apps can have the same user_id, causing an issue with identify verification in Intercom. So we decided to implement a new user_id schema for Intercom where we prefix the user_id with the app region (e.g. us-XVEOP, au-WVMNX, etc). This achieves the result where we truly have unique user_ids in Intercom, however it’s resulted in duplicate users being created for every single user…I’m wondering if anyone has a strategy for the best way to handle deduplicating this while preserving as much of the data as possible. I did come across this community suggestion but I note it’s about 4 years old and I’m wondering if it’s still he best approach. Any ideas on where to start?