Fin Product Area

Is there any way to set up a process so that when a back-office ticket is set to “Resolved”, the linked conversation is automatically re-opened? Ideally, I would also like for that conversation to be re-assigned if the original assignee is set to Away & Reassigning, if possible. So the flow is:Agent speaks to customer Agent escalates issue to internal team by raising a back-office ticket Agent informs customer and closes conversation Back-office ticket is changed to “Resolved” and closed Original conversation is automatically re-opened so that the agent can inform the customer If that agent is no longer available, the conversation goes back into the queue and is assigned to the next available agent

I would like for it to be easier to add or customize survey questions at the end of conversations. Today you can ask the CSAT question and get open-ended feedback and that’s it. You can also use proactive support to send additional surveys but that requires additional steps. I would really like to be able to add to the flow additional questions to ask after the CSAT question. For instance, a flow of CSAT question>Issue Resolution question>open-ended feedback.

Hi there! I’d been debugging an issue with our React Native app’s implementation of the `loginUnidentifiedUser` + `loginUserWithUserAttributes` combo, and noticed that while the Android module has a few descriptive cases before being generically handled by `IntercomError.getErrorMessage()`, the iOS module simply throws a blanket error for all failures.Is there a reason why actual request errors aren’t being bubbled up through these methods? For example, if the login failed due to the Identity Verification check, I feel like it would be reasonable to include that and the related code in the failure callback.

If a customer says ‘Hi Sarah’ I want it to automatically get assigned to Sarah. However, I ALSO want it to be assigned to sales so that sales is credited for the response in the data tracking. 

In Settings > Help Center, I can see the collections I have defined and the articles in them.Where do I find (or convert that URL) into the URL of the published help system clients will see? 

Somewhere along the line, I found the URL for view of the help system our clients will use. That formula is intercom.help/<myProduct>/en. That page appears as it always did. But when I click on any of the collections in it, I see the error "This site can't be reached.Check for an error in help.<myproduct>.com".I just noticed that the top-level descriptor for an article has a maximum number of characters. Is that the error that causes the entire help system to fail?If so:a) Lots of stuff written. I now need to step through them and check them all (had to do that in any case).b) A more “in your face” warning that the help system will fail would have been nice.Or is there some other cause for the error I’m seeing?

Hi everyone,We’re a small startup based on Toronto. We’re interested in adding the multilingual help desk feature to our Intercom help center, but we’ve noticed that the current plan is $499 per month, which is quite over our budget.Since we primarily need the multilingual support feature, I was wondering if anyone here has experience with this or knows if there’s a more affordable option or perhaps a custom plan available? Any advice or suggestions would be greatly appreciated!

 I have customers typing Childlock and not finding an article about Child Lock. In my previous tool, I could add acceptable terms and misspelt words to apply to an article to avoid this issue. I'd appreciate any help on this.

Howdy!Does anyone know how to setup cloudflare to forward cookies? Any help with this issue will be much appreciated.

Hi all!I would like to have my forwarded emails appear as users and not leads. Is this possible? At the moment all contacts that are created from forward emails appear as leads. Any help in this issue would be greatly appreciated.

É fundamental contar com a opção de fechamento do fluxo de automação baseado no horário de atendimento. Atualmente, meu bot/automação continua atribuindo conversas a agentes humanos, mesmo quando o cliente solicita atendimento fora do horário estabelecido, apesar de o chat já ter o horário de operação configurado. Como solução paliativa, precisei criar um outro fluxo que, após 7 minutos sem resposta, envia uma mensagem informando que o atendimento está fora do horário ou que o cliente está na fila. No entanto, essa abordagem está longe de ser a ideal. Trata-se de uma funcionalidade básica presente em todas as outras ferramentas de atendimento com as quais já trabalhei.

Has anyone had an issue with post URLs opening up in Internet Explorer or a browser that is not the user’s default browser? Is there any way to ensure that the URLs we include in posts open up in a user’s default browser?

Does anyone know how to make it so that when a ticket is resolved, the conversion tied to it is also closed ?

I have a Help Center full of articles in one language and want to programatically translate them into other languages. Can I use Intercom's API to do this?

Hi, I have a user who is unable to see the “Start Conversation” (in our case “Send us a message”) button I have read this article and checked our settings and have confirmed they are all what they should be. We are not using assignment capacity. I have also been unable to reproduce the problem on the same device/browser as the user or any other combination. We have tried clearing their browser cache, and logging in/out of or application (to re-initialize the Intercom connection) The problem is on an iPhone SE using Safari, but using a simulator I was unable to reproduce the issue. One thing I find odd is that I also don’t see the button in question in the preview editor (for either users or visitors) but am not sure if this is a red herring. are there more troubleshooting steps I can do or do you see something obvious that I am missing?

I’m getting an error when I try to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. Can I get some help on this? Thank you!  

Hi everyone! I’m a Knowledge Manager at Multiverse and looking for ideas for how to improve the UX of our help-centre and article sentiment.I’d love to see some examples of help-centre landing pages from other companies and if anyone has any tips for improving UX.Separately, does anyone use any sentiment data other than article reactions to gauge the overall experience of the knowledge base? We have an extremely low article reaction rate (approximately 1%) and often when I investigate the conversations of those who reacted with a sad face to ‘Did this answer your question’, I find they have got in touch with a request or issue that could not have been answered by the article (they needed an agent to perform an action or fix something), so I'm not finding this is giving the best insight into how the knowledge base can be improved.Would be grateful to hear from anyone who is navigating similar experiences :)

I experience the console message [Intercom] Launcher is disabled in settings or current page does not match display conditions, but I have hidden the default launcher as I have implemented my own launcher.  I would not expect to see the console message in this case, but it does appear.These are my settings below, am I missing something?window.intercomSettings = {    api_base: "https://api-iam.intercom.io",    app_id: "<my app id>",    hide_default_launcher: true, // Hides the default Intercom icon    vertical_padding: 60  };

We recently moved to 24/7 support and have several agents with 3 or 4 days between their shifts. One of our SOPs is that a thank-you convo from a user will be assigned to the agent who helped, so they can get the CSAT survey.We now have convos sitting for multiple days in an agents inbox waiting for them to return to work, dragging their subsequent response time down. We can snooze them, but customizing the snooze time to everyone’s schedule is more clicks than we want to deal with.Is there any way (via workflow or any other option) to “snooze until agent is active again”? This would solve so many problems for us!

HelloI’m having trouble with Intercom’s Product Tours feature. I’ve set up a tour that’s supposed to trigger for new users upon their first login. However; the tour isn’t starting automatically as expected.🙁I’ve confirmed that the tour is set to trigger for new users (those who’ve signed up within the past 1 day). I’ve set the trigger based on a custom event that records a user’s first login. I’ve double-checked that the tour is published and not in draft mode. Tested across different browsers to ensure it’s not a compatibility issue. Ensured that the users meet all the criteria for the tour to start. I have checked  https://community.intercom.com/getting-started-with-intercom-43/what-to-do-when-product-tour-is-not-firing-troubleshooting-guide-6899-splunk reference guide but still need help. Despite these efforts; the tour isn’t triggering. Could this be related to a delay in event tracking; or is there something else I might be missing? Has anyone experienced similar issues; and what

I’m trying to tag users who visit some of my pages, so I can send them targeted communication and let agents know about it. Is there a way to tag users who have previously visited a page?  I see how I can tag new visitors.  Can I tag past visitors?  The user segmentation filters don’t include page viewed.

Hello!We @ the team members who need to be notified when we create a ticket by using their Slack handle, and the ticket then populates in Slack. I’ve noticed, however, that the slack handle doesn’t populate most of the time, and there seems to be little rhyme or reason as to why. First I thought it was preferring single usernames, like @megan, because I was seeing those go through, but then when I tagged an on-call person recently, @eng-on-call, it populated as well without issue.Does anyone know how to fix this so it appropriately notifies the person?

I am trying to see if it’s possible to do an automated email for those who: Just subscribed Have been inactive for 10 days I was going through the list of options on Intercom and wasn’t able to figure out where to go for that.

Currently, when I'm in a conversation in Intercom, I have to manually click the "Send" button to send my messages. I would like to send messages simply by pressing the "Enter" key. Is there a way to change this setting so I can use "Enter" to send the chat? It would make the process much quicker and more efficient for me.

I want to export Contacts including custom attributes and events in the CSV file.