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Pioneer: A summit where CX leaders redefine what's possible

11 days ago

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4251 Topics

Deepika ChandrashekarNew Participant

How to set up Inbox rules for unsnoozed conversation?

How do I differentiate conversations that are live from conversations that have been un-snoozed(Reopened). Currently all the un-snoozed(Reopened) conversations also shows up on the agents workbasket along with live chat and calls. It is difficult for an agent to differentiate between these. How do I ensure that un-snoozed (Reopened) conversations can be easily identified and routed to a different work basket. Would also want that these conversations get assigned to the same agent who worked on it earlier, instead of reassigning them to someone new.

EmmaNew Participant

Where do I find ticket state for my team's collaboration?

I'm trying to find this option in my Inbox. Which setting do I need to change to have it show up? This will make it easier for my team to collaborate on a large volume of tickets.Thanks for any help you can provide.

Oliver CookConnector

Multi Help centre functionality

I’ve been reading the guide for Create and manage multiple Help Centers and understand the concept is the ability to create more than one knowledgebase (KB), then have flexibilty to create an article for a specific KB or have it sit in multiple ones.This potentially could be helpful for us as we have a product where content can differ depending what other product it integrates with. So we’re thinking it we could have a KB for when our product integrates with payroll software and one for when it doesn’t.However I just have a few queries about the logistics of using this feature.I read that related articles will automatically ensure the URL with the KB domain remains the same. However what happens in an article in multiple KBs, and you click on a hyperlink to another guide? Will it take you to the same KB or may you be taken to the other KB?EXAMPLE: An article exists in Help Center A and B. Customer is in Help Center B. In a guide a link takes you to another guide that is in both Help Ce

AmeriPharmaNew Participant

How do you capture custom UTM parameters?

I need to capture custom UTM parameters such as GCLID and FBCLID. Does anyone know how to do this?

User1558New Participant

Proactive Support

How to restrict the survey to a single page on the site instead of having the survey "follow the user"

We have 2 surveys:one is fired via the JavaScript code `Intercom('startSurvey', 123456789);`... this is a stand-alone page where we inserted the code from intercom in the `<head>`other is an SPA where we use the `react-use-intercom` package and trigger `boot()` on a specific page using the `useIntercom` hook Our survey show on these pages as expected... BUT, if the user doesn't fill the survey there and goes to some other pages, the survey "follows the user" (i.e. the user continues to see the survey)... these other pages all have intercom code in the header for some other functionality like posts, banners etc. Can we restrict the survey to be triggered only on the page that is defined inside the survey setting? we use the following settings to configure a URL inside intercom:Trigger your survey automatically with rules > Current page URL contains "OUR_URL" RegardsAI

Seth NNew Participant

Proactive Support

Trigger a Survey ONLY using the API

I have a survey I want to trigger using the API, when a user clicks a certain link. I want that to be possible for all my Users on the Web.But I do NOT want anyone to get this survey based on audience rules. ie nobody gets this when they just visit a page. Ideas?

PeterPerriNew Participant

How are users gathering data to improve their custom bots?

Hi there! Our team has been using Intercom for quite a few years and has spent a good deal of time trying to understand the behaviour of our users to improve our custom bots. We currently use the “Path Analysis” tab within each custom bot to understand which options are most selected and pull this data into a spreadsheet. A data download feature is something we have previously requested to make it easier for us to record this information though I have seen no traction.Other than that we use tags that are automatically applied for specific reactions to messages from the bot (e.g., add a “resolved” tag to a conversation when a user selects that their issue was resolved by the bot) and we perform some very manual conversation analysis by reviewing conversations tagged with an unresolved tag (because they went to a live agent).We found that the conversation topics feature Intercom has does not really get into the nitty gritty details we need nor are we able to distinguish between custom bo

MaxDatingProNew Participant

Proactive Support

Downturn in the graph for users

Can you tell me why there is such a downturn in the graph for users who have completed the series? There is information in the statistics for individual users

Alex D11New Participant

Is it possible to have agent replies to incoming emails always come from a single support account?

When a user emails in to our support@companyname.com address, and it shows up in the Intercom inbox, when an agent replies to that message in the inbox, it reveals to the end-user her specific company email address. Is there a way to have all email replies to come from the single, support@companyname.com address? In addition, the reply-to address on the outgoing email exposes the agents' first and last name, e.g. first.last@first-dollar.intercom-mail.com. I honestly view this as a security issue. Exposing individual agents' individual addresses, and first and last names by default, is nearing a privacy breach. You should at least recommend that agents do NOT user their real first/last names in their accounts.

Kevin LintNew Participant

intercom-react-native:packageDebugResources FAILED

Intercom is not compatible React Native versions above 0.70. A `gradle build` command results in the following error. I verified this by using the Intercom example app. Any help, patch, etc that would work would be greatly appreciated as this is blocking us right now in a huge way. Task :intercom-react-native:packageDebugResources FAILEDFAILURE: Build failed with an exception.* What went wrong:Some problems were found with the configuration of task ':intercom-react-native:packageDebugResources' (type 'MergeResources'). - Gradle detected a problem with the following location: '/Users/kevinlint/Concreit/code/fund-mobile-app/node_modules/@intercom/intercom-react-native/android/build/generated/res/rs/debug'. Reason: Task ':intercom-react-native:packageDebugResources' uses this output of task ':intercom_intercom-react-native:compileDebugRenderscript' without declaring an explicit or implicit dependency. This can lead to incorrect results being produced, depending on what order the task

Jiayan YuNew Participant

Proactive Support

How can I create a post with multiple pages?

Is it possible to create a post with multiple pages? E.g., the user clicks an arrow to progress to the next page of the post.

Steve ErvinNew Participant

Proactive Support

Product tour pointers not rendering correctly

Hi there,All of a sudden all of my product tour pointers are not rendering correctly. See the screenshot. This is happening on all of my product tours, even if I create a new one. We have not changed anything in our frontend UI. Any ideas?

Anton KovalNew Participant

Requesting contact by its ID via API - Not Found error

Using the legacy users API endpoint, I can lookup a user by its User ID:```In [36]: INTERCOM_API._wrapped_api._session.get("https://api.intercom.io/users?user_id=64b9893ad6e27c3ffdeda313").json()['id']Out[36]: '64b9893b1c83c9c6ed44a05c'```The same ID I see in the UI, all good:But when I’m trying to access this user (contact?) using the new API, I get 404:```In [37]: INTERCOM_API._wrapped_api._session.get("https://api.intercom.io/contacts/64b9893b1c83c9c6ed44a05c").json()Out[37]:{'type': 'error.list', 'request_id': '001lpi4kfnoevvqlhh30', 'errors': [{'code': 'not_found', 'message': 'Contact Not Found'}]}```Please advise.

Simon SchierNew Participant

Quality of Answers

Why is that that the quality of the answers is better - with the same questions- in them demo than in live Fin? I do not get why there is a difference and why the (paid) version available in our account does not answer as good as the demo on the website

NiveditaSinghNew Participant

@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found

Builds on bitrise are failing with either of the following errors alternatively :@intercom/intercom-react-native/ios/IntercomEventEmitter.m:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native/ios/IntercomAttributesBuilder.h:2:9: 'Intercom/Intercom.h' file not found@intercom/intercom-react-native": "^3.0.4"react-native": "0.71.10"Podfile.lock - Intercom (12.4.3) - intercom-react-native (3.0.5): - Intercom (~> 12.4.3)

User1313New Participant

Proactive Support

Company name not showing up in survey stats

All our users belong to a company, and we pass company information when they log in, why isn't it showing the company in the survey stats?

HardikNew Participant

Can I use intercom on our custom mobile screen design?

We want to use intercom on our flutter mobile application. Can we use flutter intercom with our custom message screen.

Jorge MoraNew Participant

How to enable/disable Suggest help articles for specific cases in the Custom Bot/Workflows

We have the Suggest help articles option enabled in our Automation. However, when using Custom Bot / Workflows in some cases we don’t want the Suggest help articles to be sent in the chat as it is irrelevant. Is there a way to stop this just for specific parts of our workflow? I've tried a lot and it seems that the only way to stop it is to close the conversation, but I don't want this to happen.

OluwaseunNew Participant

Inbox rule for Automatic detection of Customer Location

I created a rule on Intercom for Intercom to automatically detect Customers country and Set the Country in pre-set Custom Attribute. I observed this works on some Tickets and does not a whole lot of others. What could be the reason for this?

User2460New Participant

Turning incoming emails into tickets

Hey folks! 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?When I tried using inbox rules to set the ticket status as "submitted", it just didn't do anything since no ticket type was selected.Thanks so much! 🙌

Hayder JeburNew Participant

Messenger Security

Identity Verification for web

Hello there,I want to enable identity verification for a web application my questions are:1-After generating a hash on a server-side, is there a secure way you suggest to send that hash to a client-side? Also, Is it fine JavaScript access to the hash in the client-side?2- How would I test identity verification in DEV environment before implement it in PROD?Thank you!!

User764New Participant

How to forward @blue-current.intercom-mail.com mails once offboarded as a customer of Intercom

Hi all, We are no longer using Intercom, but customers still email us on Intercom email adresses. We now added an automatic reply, but it would be much more helpful if the emails are automatically forwarded. Do you know how to do this?Kind regards,Sannah

User407Connector

Proactive Support

Why are some contacts not showing up in my message audience when building a message?

The contact list and the list of outbound messages are out of sync by thousands for the same condition. Why is this?

ThaisConnector

Help Center Search: Show suggested articles + the collection

Hey guys!In my help center there are several collections that cover similar topics.To avoid confusion I would like the search to display the article collection for each search result.Is this possible?For example, when searching for the word "Importação" I receive several suggested articles. However, some of them are from collections that are not relevant or appropriate for the search query. Thank you for the support 💙

Bill ThomasNew Participant

Settings, Security & Permissions

Unable to change subscription

We have signed the order form for a Support Pro plan. But we are now still in Starter plan.Right after we signed the order form, the Support Pro subscription showed up on the Subscription page. However, the Starter subscription was also listed on that page, which does not make sense. Aidan Simpson told us that it is better to cancel the Starter subscription. So, we went to the Subscription page and did the cancel. But this has caused the Support Pro subscription to be cancelled instead.So, now we are stuck in Starter plan. Our usage has been severely impacted by this.We have been trying to contact via Live Chat or email Aidan Simpson directly. It is the 4th days now, we still haven’t heard anything back from Intercom.What we needWe need to subscribe to the Support Pro plan and remove the Starter plan immediately!! This is our app URLhttps://app.intercom.com/a/inbox/bumuw2dq

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