Fin Product Area

Hello. I would like to know if it's possible to set automated replies for inbound emails for emails containing specific keywords. Example: If a user is emailing us to delete his account and has the keyword "delete account" on that email, so we would like to automatically send the user an email, explaining the process to delete the account.

Hello intercom @team I’m facing issue in integrating product tour in workflow. i did created product tour & integrate with one workflow. but in workflow view tour button is disabled(inactive). How to fix this issue ?  

Japanese translation is incorrect for the below red rectangle area. It goes “２時間にオンラインに戻ります” but it should be “２時間後にオンラインに戻ります”.  

Hi, We have the messenger installed on our website and we now need to 1) create the companies available in our product 2) associated the users to each company.I know that both points are possible via the intercom API but I was wondering if these two steps can be achieved directly by passing the company_id and name (for 1) and some sort of link in the payload sent by the messenger like we do for the user_data:user_data{"email":"myemail@google.com","user_id":"github|blabla","user_hash":"d5c0534625a6ec7ad75bc5b2a9f231b1febb226ff37bde15df3e6693c0130677"}it’s probably not the most secure way but I was wondering if it’s something that can be done instead of doing all this back-end side  thank you

Just talked with Intercom staff through chat and got feedback that seems odd to me.Feedback was that there is no way to delete / archive a conversation.   You can either delete a user (not what we want to do here) or use API to delete the conversation.This seems like the most basic of functionality that is missing.  How are others getting around this?Only thing we can think of now is to add a conversation data element called “Deleted” and set that every time we close something we want to delete.  But to close, we have 5 different required fields--so those all have to have a “Deleted” option in them.  Then every report needs to ignore those.   This seems like a lot of extra steps to workaround a basic function being missing.

Hey Team, so we integrated Intercom into our apps, we rely on React Native V0.72.9 and we @intercom/intercom-react-native v5.3.1and we did already select Camera, Media, Files, GIFs on the Attachements in conversations settings for our apps. but still when starting conversation we can only see Gifs and Images only. do we miss something here ? thank you

Why do contacts, created successfully via API with a 201 Created response in Intercom, not appear in API searches or lists immediately? Is this delay typical, and are there any suggestions to ensure prompt availability of newly created contacts in both the Intercom interface and API searches/lists?

Problem: We want a way to export our data to CSV to see how many Jira tickets each week associated with Conversations.We do not like Tickets or Backend tickets because they create additional objects in our inbox. Makes it cluttered (e.g., one interaction can be associated with a Conversation, Ticket and Back End Ticket--too cluttered and too much to track).Instead, we thought to copy-paste our Jira ticket links in “User Notes” and export.How do we do this? Or is there another way to track Jira tickets associated with Conversations?

A client is using the intercom integration but we have it configured in the USA region and because of this we provide them with a link to intercom with the conversation that always redirects them to this region, the problem is that one of their administrators has their account in Australia so the URL redirection is not valid, my question is how can we know when an admin is from one region or another and how is it possible that even managing the data in the USA region, they can have this same data in the AU region

Hi, I just created a survey, and tested it (so there’s at least one click / answer)Yet, I don’t get any statistics on the survey page. I was wondering why?Is there a timebox before I can access the results? Maybe I don’t have the rights and need to ask someone else / an admin at my company? Maybe I did something wrong in my survey setup?Thanks for your help!

When I use the “admin” identity to call the api [/conversations/{id}/reply], the wrong response result is always returned to me: 404 Resource Not Found. But when I call it as “user”, it works fine.

I am looking to add Product Tours to some of my 'Manage Bookings' pages, the issue is that the Product Tour wouldn't be of any use if the user hasn't yet got any bookings (when they open the page for the first time and the product tour runs).  I'm looking for a way to only trigger the product tour when the user has their first booking, which can be seen on the 'Manage Bookings' page. At the moment the only rules you can add to trigger the Product Tour are based on the page URL, which isn't great as our site doesn't use the URL to distinguish whether the user has any bookings on the page. Is there a way to trigger the product tour when a certain CSS element appears on the page, or maybe a particular ID?

I need help!!! My articles show up just fine on my help center. When I try to show them using the messenger, the title load and I can search for content but the actual article will not have the content. I have included a gif below. As you can see, if I use the messenger from the help center, they load, but the articles do not load on the messenger in my app. Any help would be appreciated. I messaged Intercom two days ago, but no response. I cannot go live until the issue is fixed.

Our company uses multiple email addresses that can send emails through contacts. Is it possible for team members' signatures to be visible when sent via these addresses? At current , signatures are only visible when sent via individuals (YOU)

Is there a way to set an incoming email to specific addresses, into specific tickets?for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?As opposed to a normal conversation?​For example, when user send email to billing@...com, intercom can automate reply and automate mark this request to ticket on intercom like this picture below​ 

We currently have several clients whose phones require pressing 1 or 2 in order to connect. On Intercom Help Desk we are unable to use these functions which means we aren’t able to connect. How do we make this work for our outbound calls? All articles about IVR systems on Intercom pertain to inbound. 

Hi Guys,Need someone’s advise on the best practices to implement this sort of workflow.Lets assume that there is only 3 parties involved in this “workflow”.  Parties Email Address Comments Client client@gmail.com Client doesn’t email directly. He “requests a quote” using our website and then automated email is sent to our sales AND  BCC’ed to an outside contractor. So we do have a full control of how the email is sent.  Sales Agent sales@mycompany.com Our Sales Agent (Has full access to Intercom) Outside Contractor tech@gmail.com  Third Party Tech (Has NO access to Intercom)   Price Quote Requesed on the website .Automated Email Sent (via wordpress, not intercom): From: sales@mycompany.comTo: sales@mycompany.comReply-to: client@gmail.com BCC:  tech@gmail.com  <PRODUCT SPECS>Our sales doesn’t respond to the email and patiently wait for contractor to reply to us with a quote.   Outside Contractor’s Email Reply: From: tech@gmail.comTo: sales@mycompany.com < YO

We have an email sequence specifically for B2C leads. I want to unsubscribe one lead from that sequence as it turns out she is a B2B lead and therefore the rest of the automated sequence is not relevant for her. I’m sure there used to be an easy way to unsubscribe someone but I simply cannot find that now.

Is it possible to turn off the email notifications in the in-app conversations? Let's say that I need to turn off all the replies in the email from a chat conversation. Or maybe it's possible to configure when the email notification will be sent?

Hey all! We are about to change our company name and branding and I’m going to be looking into what needs to happen in intercom. There will be changes to URL’s and email addresses etc, as well as branding the messenger etc, but in the hope that I make this as smooth as possible for our customers, I was wondering if anyone has been through this process and if there is any advice, gotchas, must do’s that you experienced?

Hello, Here is how our support currently operates: Conversations are routed to the appropriate team inbox, and teammates “pick up” the conversations as they come in. The team inbox is set to manually assign and we use the setting that auto-assigns a conversations to the teammate who sends a reply.When a teammate closes the conversation, it remains in their individual closed inbox. We would like any closed conversations to appear in the teams closed inbox instead. Is there a way to configure this? 

Hi support,I’m having a problem with my product tour, i design it and i can see it in the preview working fine but when i check it on the site i cannot find anyhting no matter what i do, the tour does not appear !By the way, i’m using an angular application, i installed intercom in my app and i’m calling its service.Inside the app component ngOnInit i call the boot method and i pass my intercom user ID    this.intercom.boot({      app_id: this.APP_ID    }); On the live production, i can see the messenger and i can interact with my help desk in my intercom account.I’ve created a product tour and it should appear when i login and i set the time for it to appear as “last seen” and i configured everything else but it still does not appear when i login and even when i wait for an amout of time nothing happens.Could someone help me !!!

Hi team! Help Center articles that have been viewed through the messenger - will those views count when looking at reporting on article views?  Thanks! 

I want to have one article in which I list a collection of FAQs. However, I would like the reader to be able to search for what they need. I tried the "insert code" option to create a search bar but it didn't work. Is there a way to insert a search bar into an article?

Hi all,We would like to have the possibility of removing the CSAT survey from sending entirely for a certain team.Our team doesn’t really need this and it feels weird to send feedback to certain partners we are talking to when we are in constant comms with them. !-->Thank you!