Fin Product Area

This morning two unique emails are being sent to two smallish (<800 people) audience and they still have not “sent” yet. I recreated one because even after an hour it still hadn’t sent. Has anyone run into this before, and if so, what was the cause and how did you fix it?  I have reached out to support but wait time on that is 4 hours and I am already outside of my ideal window for when we wanted these emails to be sent. 

Hey! Is there a way to exclude URLs for posts or banners?We'd like to show a promotional post or/and banner but don't want it to show up on the checkout page. Any way of doing this? Thanks!

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

When we were first setting up Intercom we had 2 people testing out features such as sending a welcome message to all customers and someone else testing the message feature by sending a test message to all customers. Now, when a customer opens the intercom message center they see a bunch of fake messages or old welcome messages, and they don't go away. This is on EVERY customer and I didn't realize it until I took over intercom.  What if our customers use Intercom a lot? Will they just have a loooong list of conversations here?  

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

Hi, everyone!I’m working on a onboarding series right now, and I want to make sure the majority of our users see the product tour. So we’ve put a series that includes said product tour, where they enter as soon as they sign up, we check a couple of things, such as language, and then we trigger the product tour. Then, in case the user goes offline before receiving the product tour, we’ve set up an email to reel them back to the app. Here’s the issue, if I direct them to the tour right after clicking on a button o whatever in the email, it creates an infinite loop.Has anyone else had a similar situation? How did you got around solving it? Should we include a second product tour for the email path?Thank you🙏🏽 

Rather than having the standard, we will get back tomorrow message that I have turned on, I'd like our bot to let clients know of our exact office hours. Basically, if anyone contacts our Messenger outside of our office hours, how can I customize the message? 

We looked at the article for target audience.Tags are not used there and the logic does not seem to apply to us.We can’t get access depending on the tags we have, like super users don’t have access to the articles we’re making available to them(we added their tag)

We observe severe layout issues of the Ticket Portal, and I am unable to figure out if this is a bug, or something we are going wrong. If it’s a bug, I am quote surprised to see no questions about it. Those issues make the ticket portal look inconsistent and unprofessional to the point we can hardly allow customers to use it.Asan example, the Help centre home page looks totally fine: Then, after I click on Ticket portal, it changes: Here, the nav bar is broken, the width has changed, and it starts to look awkward.When I open a ticket, the layout changes again:The width is returned to what it was in Help centre, but the nav bar is still wrong.Is there a way to make the layout not to change across those pages?

export async function bootIntercom(open = true) { const app_id = window.intercomSettings?.app_id await loadScript(`https://widget.intercom.io/widget/${app_id ?? 'XXXXXXX'}`) window.Intercom('boot', window.intercomSettings ?? { app_id: 'XXXXXXX' }) // the intercom widget needs to be shown once for it to stay closed, in button shape window.Intercom('show') window.Intercom('hide') if (open) { window.Intercom('show') }}Hello! We have Intercom integrated in our website and until now, relied on Users clicking on a Facade button to open and boot intercom. However, we want to get rid of that and just boot the messenger button widget on the bottom of the page automatically.The only solution I can come up with is this. First “show” and then “hide”  to present the user with the button. Is this a bug? I think just calling “boot” should be sufficient to show the button? If  `open` is true, the messenger opens with no issue.Thanks in advance

 I want to build a specific interface for a specific AI bot, only accesible from a specific screen. Because it's a mvp I don't want these chats to appear in the side messenger from support, nor receive push notifications when AI replies.Still I don’t find the way to do this so I thought maybe the API has a hacky way to achieve this, such as message through a hidden or archived a conversation.thanks

Please help! How do I update the Bot image thats on on the messenger? 

Can we modify the SLAInstead of deletion ?

I have a rule that closes conversations after 5 minutes of inactivity from my customer however I also want to send a custom automated message when this happens such as "Because you irresponsive for 5 minutes I had to close the conversation however you can reopen this conversation at any point after reading". Does this feature exist? Thanks

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

I am trying to pull all of our poorly rated conversations to then analyze the data and understand where we have gaps. I’m using the API with the code below: {"query": {"operator": "AND","value": [{"field": "conversation_rating.score","operator": "<","value": 3}]}}However, it doesn’t return any values (posting the returned code as well). I know the conversations are there, because when I retrieve them 1x1 I can see them, but this doesn’t provide me anything. Can anyone see anything glaringly wrong? I’m using the 2.10 API. Headers are also below.{"type": "conversation.list","pages": {"type": "pages","page": 1,"per_page": 150,"total_pages": 0},"total_count": 0,"conversations": []}  

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

HiI have a series…Step 1 - user entersStep 2 - wait 5 minutesStep 3 - send emailIn my test of this series, the wait of 5 minutes in step 2 was closer to 30 minutes. At one point, the user was sitting in the "still waiting" like even thou the "entered at" time was 15 minutes ago. The email for step 3 was finally sent and received 34 minutes after the user entered the flow.Is this a hangover of a big server/queuing load at Intercom?If so, not ideal but ok - I'd just need to know what is going on so I can adjust the series and manage my expectations as to when it'll actually send. If it's not a load/queue issue... What's going on? ThanksRob 

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

If I export my Intercom conversations as JSON to Amazon S3, will the export include all my conversation content (specifically the full text of conversations between my agents and visitors)? Or will it provide the same conversation data that is available on Reports > Data Exports > Tickets > Conversations?

Is there a way to allow a user to enter a series every time that a certain tag is added to one of their companies, no matter how many times the tag is added to any number of their companies? I need to email users every time a specific tag is added to one of their companies, which could potentially happen multiple times a minute for multiple different companies that the user belongs to. Currently the entry rule is ‘Company tag is xyz’ and users are only emailed for their first company that matches, but I need them to be emailed for every company that matches even if the next company is seconds later.

Emails via a workflow come to my Team. These emails are not assigned to any teammate. When replies are sent to these emails, they get automatically assigned to a teammate. I want to stop this automatic assignment on reply. I want the conversation to remain only assigned to the Team not to any teammate. How can I achieve this?

Hi there!  We are new to using workflows to help manage conversation volume and finding a lot of chats stay open because customers abandon the chat when they have found their answer, and don’t tell us. I’ve see you can turn on the feature to auto-close incomplete workflows after X minutes of inactivity, however, we don’t want EVERY path to auto-close, just certain ones, or at certain points. For example, if a customer reaches out asking to do X task we send instructions on how to complete it. We then follow up with a message asking if we can help with anything else and give the options:“That’s all” → This prompts them to rate the conversation and closes it “I have another question” → This routes them back to the beginning set of options “Can I speak to an agent” → This prompts a message that they’ve been connected to our support team, and asks if they have anything they’d like to add with then the option for the customer to type a responseIf the customer doesn’t select any of these opt