Fin Product Area

Is there any ability to add line breaks in the Messenger settings > Special Notice:Seems like Intercom doesn’t allow them: the line break has been added on the left but is not respected on the right,Also, after clicking ‘Save and set live’, the changes are not live.Is there a delay before the changes are live?The Cloudflare cache has been cleared, but a hard refresh and incognito do not show the changes.

I was wondering if there’s a way for us to display the date that the message was sent right on the chat box? Our chats includes reminders where dates are crucial.

We want to send contacts down different paths depending on their actions. We have created a post and then two separate paths, one for if the contact clicks a link the other path for if they open the post but do not click the link. We are not sure if this will work as intended. Any help is greatly appreciated 😎 

Need ability to set a custom snooze time - or at least for there to be a default 24h option.It doesn’t make sense to be unable to customize the default snooze time for your team. As an example, we want to automate following up and closing conversations where the customer has been inactive for 24 hours & none of the default options work with this rule. I know this has been raised before but I wanted to repost.Here is why the other default snooze options don’t apply to this case:Snoozing til tomorrow at 9am omits too many conversations from this ruleSnoozing until monday doesn’t make sense on SundaysSnoozing for 7 days is not something we want to make a general practice with the team because conversations can’t be rated after they’re snoozed for 7 days.  

So I built a few automated workflows within Intercom (eg How Does It Work, FAQ, etc..).They’ve been online for a while and I’ve analysed the most used paths, etc.Now I want to alter the paths, add new branches, remove underused ones, .. you catch my drift.Problem is, one major change is I want to interject add a new path after the first question. There doesn’t seem to be the option to create a new path in between existing paths.Or do I redirect all the current answers to a new path, then loop back to what is now my first automated response, and afterwards delete all the first paths? If that makes any sense.TL;DR: can I squeeze a new message between the ‘start’ of a workflow and it’s first response, once it’s already been made?

We had a situation where an email was sent inbound to our support email. It included 2 parties. From - original sender CC - 1 person To - our support Client wrote 1 e-mail which arrived. Then client wrote a second email with the same From and CC, but the subject line was different. It seems that what happened was the client created 2 separate e-mails and they merged into 1 conversation. Is there any specific use-case where this can happen? Or is this a bug of sorts? I sent this to intercom support, but also curious if I am missing the reason why something like this could have happened. 

I want to make sure some articles are only visible to users from specific countries. What properties can I use to make it happen? 

 I’m trying to upload a video in my product tour but it just hangs. The mp4 file is only 54kb. The console shows the below error:  

Hi, I am trying to send an automated outbound SMS message for a referral program, which is triggered by an event we send from within our backend software. In the past, we have been able to use the customer’s email to identify their contact info in Intercom, but in this case, we want to send texts to new users whose email we may not have yet, we will have just their phone number. Is there a way to send an event without needing the email field, or a way to workaround this limitation?Typically we’d send an event with the payload like this: const data = { eventName: InterCommEventNames.refer_a_friend_invite, createdAt: Math.round(Date.now() / 1000), email: "", metadata: { referrer_customer_id: lytCustomer.id, referrer_customer_email: customer.email, referrer_first_name: customer.firstName, referrer_last_name: customer.lastName, referral_code: referral.referral_code, }, };But if I try to drop the email parameter and include phon

Our team has been having an issue sending an Outbound Post for an important feature update this week.We started seeing some issues with a message we set live on Wednesday, August 23th (users are not receiving push notifications for this message, despite the setting being enabled), and yesterday (Thursday, August 24th) the outbound issue seems to be getting worse. We set a new message live yesterday that should have been sent to 600+ people based on the filters, but none sent after 29 minutes. After a full day, only 50 had sent (out of 600+).It's important we're able to communicate with our messengers in bulk right now as we had major feature releases planned this week that are now being blocked by Intercom.We’ve reached out via chat and email, but haven’t heard back from the team. Anyone else experiencing major Outbound issues right now?

I understand that Companies need to be created via API, I also understand they show when they have 1 associated user - but sadly even with the Developer Hub and knowledge of sending API requests and Postman as well; I can’t get this to work at all.For Attaching a Contact:Why does the Body only include an ID? No company ID, user ID ever seems to do anything with this.{ "id": "64e5e25c35824d3aabb0e535" }Is there a video or simple walk through that simply shows how to create a simple Company and associates 1 User; it would be really helpful as its far too time consuming.After hours of trying, still cant create a single Company or attach one user.

Tooltips appear but they are not animated when they are set live although they are set to be animated and I have triple checked that they are. 

I have a need to cleanup my contact list. I would like to delete all current clients and import a new list. (we do not have an API integration and manually load clients)My thought is:1)Export the current list and save off.2)Copy the export list to edit Contacts, Segments and Tags3)Import the new entire list into IntercomCan anyone tell me if this is the BEST way to accomplish this?  

I have a client file in the Leads folder and want to send marketing emails to them.I have finished composing the email but the result is still not sure how to send, because I am stuck in the setting rules "When and where to send". I don't understand how to set the rules here.This is a new customer, has not logged in or interacted with my website. I need to send an email asking them to sign in. What's wrong with the email notification that has been sent but no one has received it? 

I find it odd that the “news” feature is not searchable.Does anyone know if search can be enabled for “news”.As someone who is evaluating using Intercom for our SaaS product, I had a hard time finding the Intercom news Public site: https://www.intercom.com/changes/enWhere I am unable to search or click on certain tags to filter the list of news by category.

In Messenger setting page.  In production. I want to show a two line welcome message. In settings page, it seems great. But, in production, it show me unnecessary scrollbar and it make unnecessary word break.  I wonder if this is intentional or a bug and would love to see it fixed. If it is intentional, it would be nice to have the option to make the scrollbar thinner, or to adjust the font size of the welcome message.  안녕하세요 👋도움이 필요하신가요?

I have a Fix All Bot that would be useful for my support reps to call into a chat. Is that possible?

Hi there,Need to improve SEO of my help center homepage, so that need to customize the meta description / titles tag's.

I would like to visualize only conversations in my team’s Inbox.  Is there a way to create a custom view that excludes tickets?

I want to send an auto message to the user after he clicks on the “get help” button.I didn't find a way to trigger a custom event like a button click.thank you

Hi there! All messages failed with this error  DeviceTokenNotForTopic   Is there any guide on what we should do to fix this error when series tries to send a push? Please advice how to fix.  

We process incoming file attachments that can be delivered into our service in a variety of ways.One common way is that external clients will send email attachments which we then need to process. We have a dedicated inbound email address intended for them to send theses attachments to, and it works great when they do that.However, its also common they will send the attachment by email to our customer service address.It should be simple for the agent to then forward the message with attachment to our dedicated inbound email processing address.But I can’t for the life of me figure out how to do this in Intercom? Surely its possible to forward an email that we receive into the Intercom in-box?? Is there any other ways to get the file attachment to a separate email address so it can be processed?

Does anyone know how to link an Entry Rule in a series to an email that is already created? It seems to want me to create a new response type to the rule instead of being able to link to existing content.

In a workflow on my website, the bot asks if the user wants to choose between A, B, or C. Assuming they select option A, I want to send an email saying: "Hello, since you chose option A, we are sending you the link for option A."How can I make this work?Is it done with Custom Object?Do I need to use the API?

My automated message is a post set as "format - large", "sent as - show the full message". Therefore, the expected behavior is that every user should see this message pop out in full on their screen without having to open it. However, the stats in Intercom shows a 77% open rate. How is that possible? Shouldn't the open rate by 100% since this message is supposed to pop out in full on its own? Thanks for your help!