Fin Product Area

A customer just wrote into our support team indicating that she was looking at an article that said it was last updated "about a week ago" or whatever language Intercom uses. Has anyone else gotten customer complaints about this? After discussing internally with our support team, I know there haven't been substantial updates made to that article in definitely more than a week. I understand this general time frame is a good bandaid and fail safe for me who doesn't have the opportunity to update something that frequently, but it does seem to be a bit over exaggerated to the point that I'm not even sure it's useful. Instead, could this feature be removed? Could it be updated to be more accurate? Could there be a date and timestamp put on it instead?  I'm curious to see how others feel about this too! 😀

Hi, is anyone else having the problem where tags sometimes don’t appear in the conversation? The conversation events show that the tag is applied, the tag is active, and it ends up in the right views, but we can’t see the tag in the conversation itself. This means we can’t remove tags when needed, causing conversations to remain in specific views even though we want them out.So far, we’re manually tracking each conversation where a tag needs to be removed. I can’t wait for the day this issue is finally resolved, though I expect we’ll still have about ten days of work to undo the damage by then.We contacted Intercom's support department at the beginning of June(!), and they acknowledged the issue, promising to resolve it as soon as possible. I guess it's not a major issue for them, but it has a significant impact on us. We've followed up every few weeks, but we keep receiving the same response. I’d be very surprised if we were the only company facing this issue—are others out there expe

Just curious for those of you who have lots of running proactive support messages how you keep track of them all. I’m definitely underutilizing Views and should be using them better. Right now my I typically name my messages something like YYYY-MM-DD Some Description (REGION VERSION_NO).For example: “2024-10-18 Multi-display support announcement (🇺🇸 OCT24)”Is anyone else employing a similar strategy or have a better approach?

We've encountered an issue where some companies are appearing with 4x the expected records and certain users with up to 12x. After investigating, we discovered that our system was assigning different userIDs to the same email addresses and, in some cases, associating the same company name with multiple companyIDs. Additionally, we found instances where data was being overwritten, causing users' names to change mid-chat.I noticed there are options to either delete or archive companies, but I'm unsure which approach would be best in this situation. Has anyone experienced something similar or have recommendations and best practices for handling this kind of data duplication or conflict?

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

I’m trying to extract ticket reports in Reports tab but after extraction the data shows only 1 row data.

howdy! 🤠does anyone know if it’s possible to send a user to another page after successfully completing a checklist? The idea would be to use the action button on the celebration section of the messenger to send the user to a related topic.At the moment I only see one option for the action button: close completion screen.  

Hi folks! 😊We would really love our draft articles to be automatically saved, so we don't lose all our work if we accidentally close the tab (as you may guess, we learned the hard way 😅).Could this be added as a feature request?​Thanks!​

I'd like to tag users based on which specific link they clicked within an email.  In this case, the email asks recipients when they would like a reminder about a new service (3 weeks, 6 weeks, or two months) - this would then trigger a series.  Currently pointing them towards a Mailchimp landing page as I can't figure it out inside Intercom.   

Providing a Subject heading on each Message after the Conversation is closed.That way, users can see the subject and refer back to their conversations by topic. 

What process can I follow to read Sharepoint pages as source content for Co-Pilot?   Also can it read the files also from Sharepoint?

Hi there, I’m trying to solve this issue but getting transferred between agents without a resolution.I have setup my subdomain for the Intercom Help Centre via Cloudflare but getting a “CNAME Cross-User Banned” error.My DNS setup are correct, as per below: Based on Cloudflare, this is an issue that Intercom needs to solve [discussion link] and I don’t have control over fixing it.Can someone please help? 

We want to add a button on our website "Do you have any other questions?" and that this button opens the Messenger 

I want to assign a function to a button in Elementor that says Chat with us and when clicked, an intercom chat pops up

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

Hey all!  I am using Kajabi to identify logged in / logged out users. That is about it.  However, i want to tag them as they come in and this needs to be done on Zapier but I cannot get it to work properly.  Can someone possibly help?

Hi!I am oftenly using Intercom while browsing other Chrome tabs.When I am focused on one issue, and focused on another tab opened to find a solution to it, I find it very distracting to have the intercom tab name switching non-stop to tell me about notification from other conversations. The name of the tab moves every 10 seconds from the name of the open conversation to notification about other messages coming in. Is there a way to block it? I do not have preferences on what appears as the name of the tab, for as long as it stays still. NB : setting my status as away does not work. Thanks a lot for your help.   

Hey, are we facing instabilities?  I raised on chat but no replies on this We send the tickets on intercom and they notify on slack, which was fine, but now the notification is taking 2 hours to go. Can someone please help? Thanks! 

I am trying to create a prouct tour but I am unable to edit it because i only see the preview the first time, then nothing.How can I, for testing be sure it is displayed every time in my Intercom dashboard?

I want to put a tooltip on a text inside a popup but if i open the popup i cannot add a tooltip, it seems like the popup goes over the tooltip editor of Intercom, how can i solve this

Hello, We’re working as a Slack org within as Slack Enterprise Grid. I’ve approved the Intercom app for our Slack org.  Status shows “approved”. When attempting to build a Workflow with Intercom, we see “approval requested” (screenshot below).  Our Slack Enterprise admin say they don’t see any pending approvals.  We’re stuck in this state with no obvious resolution.  I’m hoping experts here can provide some guidance.  Thanks! -Steve 

Hi Intercom Community,I need help understanding a couple of things about  "Next Response Time" (NRT): How is NRT calculated? Is it based on each customer message and team response after the initial reply, and how does Intercom determine if it's "hit" or "missed"? Can I calculate NRT from the API? I don't see specific fields in the conversation object for NRT. Is there a way to derive it from available data (like time_to_admin_reply or median_time_to_reply)? Any insights on tracking NRT via the API or understanding the SLA logic would be greatly appreciated!Thanks,

 We're experiencing an issue with the Help Center search functionality in our embedded Intercom Messenger. The search works correctly when accessing the Help Center directly or Help tab in the messenger, but it's not returning any results when used within the chat. Please check the attached video.Here are the key details:Setup: Next.js application hosted on Google Cloud Run Using Cloudflare as our CDN Intercom Messenger embedded in our app (react-use-intercom) Article search is prompted in chat with automation Custom domain is mapped to help center Issue: Help Center search returns no results when used in the embedded Messenger The same search works fine when accessing the Help Center directly Troubleshooting steps taken: Verified Intercom integration settings Checked Cloudflare configuration for query string and cookie forwarding Reviewed Google Cloud Run settings Inspected network requests in browser dev tools Disabled custom domain for help center Switched help center in

We are seeing an increase of conversations that are not tagged, but i cannot see to find any reason to why this keeps happening. Nor do i have insight to why in the FAQ. Any tips?

Hello there, Is there any outage on Intercom today, it doesn't seems to work. Please help! Best Regards,