Fin Product Area

 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!

Hi, When I preview a tooltip in the edit section, it shows up how I want it. But when I save and close then preview, it shows up large, cutoff and highlighting another area instead of the selected button. First image is how I want it to show up, the way it does in edit preview mode. Second image is how it shows up after saving, closing and previewing.  

Hello there,We’re quite new to Intercom and offer technical support for our users.In some cases, users don’t need any further help and simply don’t reply on conversations anymore. Is there a way besides setting up specific rules or bots to give users the opportunity to close conversations within the messenger / conversation-overview?Thanks in advance!

HiWe’d like to stop using our staff on intercom chat, and use Fin to resolve as many customer questions as possible, and if not, we’d like our service desk (outside of intercom) to resolve the customer question from then on.Is there a way to automate sending the conversation via email to our service desk if Fin has not resolved the customer’s question?Thanks

Hello, I noticed that sometimes getUnreadStream return null even have unread message. Is it possible to solve this?

We’re just launching and I’ve been working hard to get user support via tool tips, tours, and checklists. However, despite previously having my work show on the front end, suddenly nothing will appear. I’ve jigged and rejigged all the audience rules, settings, etc. and am at my wits end. Waiting for a live person to support but it has been a lot of hours and I’m getting desperate….literally supposed to be emailing our user testers now. Can anyone think of something I should be checking, or a setting that I should double check? It all works in my previews, but just not live on front. thank you in advance for any help or insight. Very appreciative of any time you have to take. 

Hi, how can I create a macro that allow me to close the ticket in 24hs?