Fin Product Area

I'd like to send a series of emails to users who have never logged in on our product (i.e. to encourage them to log in and look around), what's the easiest and most reliable way of triggering this on SERIES via the entry rules? Thanks in advance!

Hi, I want to use Intercom for Account Management and create sequences. I have found Series + email might be an option here, but then sending emails with unsubscribe links look like I am sending a marketing email, which doesn’t work for my case. Does anybody have any suggestions on using Intercom for Account Management and being able to create sequences without unsubscribe links, so that they are sent automatically and are seen as personal emails?  

We have different clinical trials that have their own requirements and we'd like to be able to have each trial have its own user manual. Trial 1 might use modules A, B, and C, while Trial 2 uses module A, B, D, E, and F.Right now we have a generic user manual, so all trials get the same manual. I see that Intercom allows up to 30 help centers - we’re expecting to have more than 100 trials (and thus help centers) shortly. I cannot do this through Intercom's user attributes since the same user (say, a Doctor) could work on both Trial 1 and Trial 2 and would need to see different UM content based on which trial they are working on at the moment.Any suggestions?

I need to trigger an action within my application when the user either completes the survey or cancels it. Similar to how we currently initiate the survey (Intercom('startSurvey', XXXXX);), I require a comparable mechanism to execute a function upon survey completion or closure.Thank you.

I'm trying to reach intercom support. Their chat widget is only giving Portuguese or Spanish language options

Hi there,  We are interested in defining a customer complaint form which users can search for in the help centre. Does anyone know if we can do this using OOTB functionality?Thanks, Rob

Hi, I am working on the design of the Intercom carrousels for our mobile application, my question is that it would be nice to be able to visualise our carrousel on mobile and iPad in the future before clicking on "Live".

One potential solution to bypass the confirmation prompt when clicking on Zendesk links is to adjust your browser settings. You can try disabling pop-up blockers or configuring. your browser to allow pop-ups from Zendesk specifically. Additionally, you might consider contacting Zendesk support for further assistance or to inquire if there are any settings within your Zendesk account that could help resolve this issue.

I am looking to make our FAQ in Notion link to the Intercom Help Center. Would it be possible for Intercom to a. create a article and publish it when a new database entry is made and b. for Intercom to update that article when the database entry is updated in Notion?

Hello,I would like to know if it is feasible to initialize conversation attributes when using the javascript SDK.I'm working on integrating the Intercom JavaScript SDK into an e-commerce platform. Our goal is to embed the Intercom messenger on the order confirmation page, so customers can inquire about their recent purchase without re-entering their order ID.We have tried to initialize custom parameters usingIntercom(‘update’, {...})However, this seems to only have an effect for People Attributes and not Conversation Attributes. We need to pass the order ID into the conversation context, as our support flow heavily relies on this information. Since a customer may have multiple orders, setting the order ID as a People attribute isn't a viable solution.Are there methods within the Intercom SDK to initialize conversation attributes directly, or a workaround that could suit this use case? We're open to alternative approaches if there's a more effective way to achieve this user experience.

Hello team,Could you tell me which permission is necessary in a custom role  to an invited user in an organisation to access sender email address while he can add/archive/edit a custom email addresses? Let me also share the screenshot of it for the clear preview of it. 

Hi, I'm thinking about becoming an Intercom customer, but first, I need to ensure it meets my specific needs. I'm interested in the ability to trigger the Intercom chat pop-up at the corner of a web page based on custom events determined by the webpage's algorithm. Is this feasible? Essentially, I'd like the Intercom chat to appear whenever my algorithm dictates—this could be in response to a webhook from the server or any other custom logic. Can Intercom support this functionality? Is there some method like openChat() that just opens chat “with no questions”?

Phones:Hi there, our phone lines have been on for an hour, but we have no calls coming in, they all come in as abandoned. Agents are in the phone channel, and are all experiencing the same issue. The calls are not being assigned to any queue, and the abandoned conversations are ending up in the All queue.When customers call in/during testing we hear “Application error” and then it hangs up, and appear as abandoned, but end up in the unassigned queue.Our workflows look to be performing correctly and nothing has changed that we can detect, and phones worked normally yesterday. 

Whenever we create a zendesk ticket in intercom and click the link to head there, we get this prompt now. It never happened before and it’s an annoyance. Any chance we can bypass this in a setting? Tried adding that to our trusted domains message list but that didn’t work.   

I didn’t see a section for phone so posting here. We have a need to transfer a call to another phone number for another business unit.  Use case: call comes in call answered realize it is for other business unit who do not use Intercom need to transfer to that phone numberWe don’t see a way to do this.I can transfer a call in a workflow, before it gets to the agent.Anyone solved this?Zendesk supports this. 

I’m finally getting around to rolling out Articles for our org and migrating our knowledge base to Intercom. My team is in the process of developing a new structure for organizing content and we’re using Intercom’s own help docs as inspiration to model ours after. Kudos to the team who manages it. I’m curious what other help centers Intercom has and and how they’re used. From what I can tell I can only see two:https://www.intercom.com/help - primary help docs https://www.intercom.com/changes - new feature announcements Is anyone from the team able to chime in and provide some insight about your different help centers and how they’re structured?

I saw a question similar to this but for mobile. I am working on in-platform web surveys when a user clicks on something or triggers an event. However, I am not sure if it’s my configuration or access type, but I am unable to see an option to set it up that it happens when a user triggers an in-platform event.Also, I could be going about this set up wrong. Would something like this be in proactive support or set up as a workflow? 

user tagging seems to be frozen / broken in my intercom account in the ‘contacts’ section. It's been stuck populating a tag for 20 minutes, with the loading icon that says 'contacts are being added to tag' when you hover over it. This is happening across different devices / accounts, and seems to be blocking both the creation of new tags, and the archival or deletion of the tag that's stuck. The tag is only trying to populate 199 user accounts, so shouldn't take long at allhas anyone else run into this issue, and how did you overcome it if so?

Hey yall, TIA for the help!I am inheriting a preexisting Workflow and pretty much overall inbox, and a KPI that would help me out a lot is knowing how many users completed a Workflow (aka got their question answered) without any human intervention. Knowing this number or percentage before I make any changes vs. after would allow me to report on whether those changes that I made were effective.Is there an easy-ish way to accomplish this?

Hey everyone, In order to make intercom customer tickets interact with one of our workflows we need to have each ticket with a UUID - I don’t mean the ticket ID that we can check in the URL, I need exactly a 36-digit UUID for this to work. I have created the ticket_id field in every ticket, but now I can’t find a way to populate it automatically when a UUID once the ticket is created. Any idea how to do this?Thanks in advance!PN

I am trying to create a Chat message that will be sent 3 days after some event happened for the first time. I think that I was able to set up such message yesterday using “Add event or rule date” button.However, today the button is grayed out and when I hover over it, it says “Currently you can add only one rule like this”.What does that mean? It this function temporarily disabled globally? Or is there some problem with our account setting or something? When will be this feature available again?I cannot see any ongoing incident on https://www.intercomstatus.com/ . Neither I can see any note in the documentation (https://www.intercom.com/help/en/articles/5420235-send-messages-on-a-recurring-schedule and https://www.intercom.com/help/en/articles/5180516-send-repeatable-messages-based-on-events-you-track-in-intercom) that the feature is available only in some specific cases.

Hi there,I have an automated messaging running in Intercom and give users the option to react with emojis. Now I would like to follow up automatically depending on the emoji they have chosen to find out why the user reacted in this way. How can I do this? I know that this is possible for articles but I didn’t found it for message reactions.Thank you very much in advance and best regardsHolger

Considering existing contacts with several create event calls, how can I clear all events for a specific contact ?I can use API if necessary, but I didn’t find any resources on this subject

I'm trying to create a custom action that calls a webhook with the conversation ID when a new message is received. The action builder says "You can use the selector ({...}) to pass Intercom attribute values in your request body." however there are no "Conversation attributes" that I can select. How can I add the conversation ID to the request payload?