Fin Product Area

Hello Team, Please help to fetch the Report to check the Active and Away status on Intercom for my Team.  Also, please help how can I get Unique response timestamp based data for all the conversation TMs are having.

Hi, is it doable to create a chatbot based on a text response?Example: Type “Now” If you would like to speak with someone in our team now → bot displays phone number to call  Type “Later,” if you prefer to schedule a consultation → bot displays Calendly link 

After installing and setting up intercom in a react native project, android build fail.I’m getting the following errorExecution failed for task ':app:mergeExtDexWatuDebug'.> Could not resolve all files for configuration ':app:watuDebugRuntimeClasspath'. > Failed to transform play-services-measurement-api-21.4.0.aar (com.google.android.gms:play-services-measurement-api:21.4.0) to match attributes {artifactType=android-dex, asm-transformed-variant=NONE, dexing-enable-desugaring=true, dexing-enable-jacoco-instrumentation=false, dexing-is-debuggable=true, dexing-min-sdk=21, org.gradle.status=release, org.gradle.usage=java-runtime}. > Execution failed for DexingWithClasspathTransform: /Users/emmanueltochukwu/.gradle/caches/transforms-3/fceb8847abe1dd3732979c14af3f21a7/transformed/jetified-play-services-measurement-api-21.4.0-runtime.jar. > Error while dexing. > Failed to transform play-services-measurement-api-21.4.0.aar (com.google.android.gms:play-services-measurement-api:2

Hi all, First time on the community. Hope this is the right place to ask this question.Has anyone come across the following message, when trying to access their inbox?“An error occurred while loading your conversations”  Any help would be appreciated. My team’s currently unable to access any of the waiting messages!Cheers,Suja

I'm currently working on configuring conversation routing through a workflow. Currently, I find myself inputting multiple reply buttons for each potential customer inquiry. I'm curious if there's a method to establish a dropdown list that customers can easily click on to select a topic, akin to the image below. I appreciate any insights you can offer. Thank you! 

Hello guys, I have been trying to create a custom launcher in navbar using GTM and so far I have been able to get the results. The real problem is I am not figuring out how to display the notification count on the launcher. I am new to the Intercom and GTM is so I feel like I am missing something very obvious or not educated enough on this topic. In short, I just wanna know how I can get the notification count.

Can we send calendly appointments with CBots?

Why the heck did iOS push notifications stop working for our entire team? Are you having some kind of outage? This is really untenable for us. Desktop notifications work fine, not sure about Android. But everyone on iOS stopped receiving notifications. Fix it for gods sake. Holy crap Intercom is buggy.

Hi there,I was wondering if anyone has created a custom report that shows a breakdown of the number of tickets that have been closed on first response but via message tags?CheersSteve

I’m trying to trigger a desktop tour for all users who join the platform. People are being matched with the tag that I’ve created and being seen by Intercom, but it’s not triggering the tour. See attached. Any help is much appreciated  

I created a post and set the rule of “Stop sending on Tuesday Nov 7, 2023 at 4:00PM Los Angeles time’ under Frequency and Scheduling. The Post wasn’t stopped on Nov. 7, 2023. I had to manually put a pause on my post on Nov. 9th. Is this a bug? What how should I put a time frame to limit the length of my post?

Hi! Our support team is made up of 3 people across San Francisco and Sydney (2 in SF, 1 in SYD). How do I best set up office hours to accurately reflect our response times and reporting?Would it be to:Create two teams, SF Support + SYD Support, and set team based office hours? (Would this just give me two sets of response times, and not an overall Support response time?) Disable default office hours in the messenger, so that they are not used for reporting? Delete default office hours entirely? (Would these last two just make our response times worse by essentially being online 24/7?)Help!

Hi there!We have specific terms and languages that we use for the features in our product. When clients reach out to ask questions, they use different terms (i.e. memberships over plans) sometimes, which leads to Fin being unable to resolve their questions since the language in our content doesn’t match their language.Will Fin be able to pick up on these trends and build it’s own glossary of words that equate with the terms that the clients are using overtime? I would like to avoid changing the language of our features in our help center. I understand that there’s an option for things like snippets as well, but I’m wondering if there are features within Fin that could support with this.

Is there a way that I can link Fin to our Intercom macros?  We have a ton of great information in the macros that would be a huge help for personalizing Fin for our product and the common questions we get from our clients.

Hi,Is it possible to launch a survey on mobile at a specific step in a user flow, based on their actions? For example, if they open a check-in step but then close it without actually checking in, I’d like to ask them to select a reason why.Thanks in advance! Alice

Hi all, I’m hoping to change the default identifier from `from` to `reply-to` on an inbound email. We have a form that sends an email when the user submits however it comes from no-reply@company.com and we attach a `reply-to` with the user’s email address. In the intercom conversations, everything is working except that the conversation is linked to no-reply@company.com instead of the user’s submitted email address that comes from the `reply-to` This means we cannot view the correct contact in the conversation. I was going to attempt to detach the contact using the API however it is quite risky to try an wait for the conversation to be created before I detach / attach new contacts.  Do you know of any way I can set the default contact for an email inbound to use the reply-to address?

When I receive a support email from a customer, I would like to respond the customers inquiry while also cc’ing the support email that goes to our intercom team inbox for visibility. This is working, however every time I do this the conversation goes in my name instead of only the customer’s. Looking for some ideas here on how to make sure my name is not placed in the conversation field. As you can see from the email below, it is treating me like a lead even though I have an account in intercom with the email address I replied from.   

This doesn’t happen with any other view, just the mentions tab. 

Hello I’m new to Intercom and I’m familiarizing myself with Series.I’m trying to create a series for on-boarding new users in our app. I’ll run you through the Series and any help would be appreciated. Entry: User Signs Up → When Matched → Welcome Email / In-app Carousel (Wait up to 30d)The carousel highlights “How to get started. This is important for the user to see. my confusion is around the Wait period of 30 days. My concern is if the app is not opened in 30 days, they leave the series. I’ve added in a Push Message after the carousel but that won;t send until after the 30 day period, and at that stage, they won’t see the carousel. Is it there a simple solution to drive them to the app within 30 days to ensure they see the Welcome Carousel?Any help would be appreciated!CheersRay

Intercom gives me the ability to create multiple Help Centers.  However in the Messenger settings I can only specify one Help Center, with no way to apply any sort of audience rule on which one gets used? What am I missing?  Is there a programmatic way to specify which Help Center a User is directed to?  

We want to engage customers better and make them feel like they been cared for by a real human being once they sign up for our system. Optimally we’d love to open up a conversation where we ask them 3 questions so we get some basic information about them, but also showing that there’s a person taking care of them.Any ideas on how to use the power of intercom to achieve this?

hiding the sidebars stretches the image, but it should just be the correct locked aspect ratio the entire time so that I can view and read it as it was intended 

The Whatsapp has the feature to reply an specific message.  Intercom has this feature working in Whatsapp channel?

I am trying to add double braces into a pointer inside of Product Tours. Unfortunately it appears this may already have been used as an internal method to show personalised data, as when I test the tour the value within the double braces does not show. See the two images below.Is there a way to escape these characters? It’s quite important for the functioning of our application to show to correct way to add variables into your app, and without us being able to use these characters it becomes difficult to effectively showcase how our application work.Product Tour ConfigurationProduct Tour Test  

Can we automate the sending of meeting invitation emails based on customer responses to specific data attributes? For instance, if the customer specifies the meeting mode (virtual or in-person), their preferred meeting date (dd/mm/yyyy), and preferred meeting time slots (e.g., 10 AM to 12 PM, 12 PM to 2 PM, 2 PM to 4:30 PM), I'd like to automatically send them an email invitation accordingly.I have tried using Google Calendar for appointment booking, but it doesn't seem to work for my particular case.