Fin Product Area

I have an important email send deadline this afternoon and when I preview my plain text emails they align so hard left that it looks like a bug. I’ve tried it 10 different ways and still not working. Anyone else experience this? Is it a known bug?  

Is there a way to remove “step 1 of 5” from the product tours? In some cases we would like to show the steps and in other cases we wouldn’t. Just wanting to know if that’s an option.

Hello,We have started exporting our conversation data using the Data Export to S3 but we are finding several conversation parts that missed the author id and type, both are just empty like this:"author": {  "type": "",  "id": ""},This only applies to some conversation parts created by our support agents so it makes impossible for us to track our agents performance. Also in the same conversation several agents may send messages so it is not enough to have the admin list in the “teammates” object.Is there any configuration that we may be missing?

In this article, it says the button will disappear for new conversations. I would like the customer to be advised that he must wait and his position in the queue is X   

If we wanted to only use Fin overnight and on weekends, is that possible? So that we can offer it as a fallback out of hours, while we get it working seamlessly, and during the day people will always get straight through to the CS team?

The Product tour allows me to assign a pointer to a pop up field that has text fields to fill in. When testing, the fields do not let us enter the information and shows the “Next” button blurred out. I have tried other types of pointers to see if we can get around this issue but unfortunately, the ‘Fill out Field’ pointer is the best use for this case. In depth Explanation:This occurs on a pop up We have adjusted the focus trapping to allow us to point to the fields and we can add pointers for buttons in the fields During the preview testing, it does not allow text to be entered in on the fields The Pointer dialogue displays correctly with the correct text but it shows the “next” button which is greyed out and cannot be pressed I doublechecked to make sure that the pointer was indeed set to ‘Fill in the blank’ and it is.  Thank you for any feedback that you can provide. 

Hi there, Just wanted to know if it is possible to launch the Messenger outside of the Intercom window. For example, through an outside email that contains a link. Looking to have the link take customers to the site and upon loading in have the messenger open already. I know that we can assign a customer selector id and assign it to a custom launcher, but not sure if that would work in this case. Thanks!

I’m trying to add Intercom Fin to our Zendesk Help Center and need some help with the JavaScript code they provide. Specifically, I’m not sure what I need to do to edit the snippet provided and replace the example variables (highlighted in red) in the window.intercomSettings object with our own variables for user data. Our Zendesk Help Center does not require users to sign in, so I’m not sure what to replace the variables with.Any help would be much appreciated! 

Hi, I know you can customise your messenger so that it can "provide support from a button on your website". Just wondering how i can achieve the same effect in a mobile app? 

I love the visual it gives, but need to understand what goes into each section.  For example, is someone who views help articles included in the Seeking Support section and then the Tried to resolve with self serve content.  Tool Tips, are these classed as Proactive Support?  I have read the article, but am still unsure. https://www.intercom.com/help/en/articles/5652381-the-support-report/p>

Hey Everyone,I've got a head-scratcher here that I'm hoping you all might be able to help with.Since July 4th, our Intercom's been acting up, throwing this error out of the blue:"TypeError: Cannot read properties of undefined (reading 'slice')"Thing is, everything was smooth sailing until last week. I'm wondering if this could be something to do with a new feature or maybe even fallout from the outage two days ago? Checked the health page today, and it's all clear.Anyone else running into the same thing? Any idea what might have tweaked our setup? Any advice or pointers would be massively appreciated!Thanks in advance! 

Hi,In my app, I am adding an email address to a project. I am trying to trigger an event in Intercom that sends an invitation email.First, I search for the email address, so I do not create multiple leads: Connecting: api.intercom.io:443Sending: POST http://api.intercom.io:443/contacts/searchHeader: accept-encoding: gzip, deflateHeader: accept: application/vnd.intercom.3+jsonHeader: user-agent: Intercom-Ruby/4.2.1Header: content-type: application/jsonHeader: acceptencoding: gzip, deflateHeader: authorization: Bearer [REDACTED]Header: host: api.intercom.ioHeader: content-length: 159Data: {"query":{"operator":"AND","value":[{"field":"email","operator":"=","value":"[REDACTED]"},{"field":"role","operator":"=","value":"lead"}]}}Status: 200Benchmark: 0.493817 secondsHeader: date: Sat, 01 Jul 2023 04:45:04 GMTHeader: content-type: application/json; charset=utf-8Header: transfer-encoding: chunkedHeader: connection: keep-aliveHeader: status: 200 OKHeader: x-ratelimit-limit: 167Header: x-ratelim

We have recently updated to 4.0.1Based on the docs, it appears we are using the correct flow of calls when we wither get a new sign-up or a log-inawait Intercom.setUserHash(userHash)await Intercom.loginUserWithUserAttributes({ email, userId })await Intercom.updateUser({...}) With the above, we get [HTTP 401] - Failed Identity Verification check, after the sign-up call. Interestingly it only occurs for a new user sign up. Login works fine. I have tried adding in await Intercom.loginUnidentifiedUser() before I call loginUserWithUserAttributes but oddly I then get the verification error on the updateUser call. Is this a bug or am I missing something from the docs?  

Is there an easy way to get a custom report of conversations with linked tickets? The data export for conversations does not include any columns on tickets like ticket ID etc and the data export for tickets does not include a linked conversation ID column? Our conversations can be rated but our tickets are internal/not shared with the customer and I want to report on the ratings of conversations with linked tickets.

While Creating a product tour, I noticed that when trying to assign a pointer to a pop-up window, that when trying to add the descriptive text in, it will not allow you to type anything. Even adding a post instead will not allow text to be entered into the description as long as the pop up is open. 

We are using Intercom for Chat- and E-Mail based customer support. Some of our clients are still calling us by phone - and I would like to track these calls in Intercom, too. Is there a way to create a new "fake-conversation", in which i could track my phone call:who calledwhat was the date/time of the callwhat was the content of the callthis would allow me to (hopefully) have a detailled reporting about our support cases - including phone calls. has anyone ever done something similar?

Hi, I’ve just completed the example of building an application in Messenger, and there are a couple of things I want to ask:Are there any techniques we can use to directly communicate with the parent site from a Messenger App if we are also running a script on the parent site. If that's not possible, can we relay a message to the parent script through a server using the visitor ID to identify the user.For example:Get visitor id in the site script using Intercom('getVisitorId') . Establish a websocket connection with our server with the visitor id In the Messenger App, pass a message to the server with the visitor id. The server can then relay the message to the parent site using the visitor id.

Hello, Relatively new to Intercom and was tasked with setting up an NPS survey for our customers. I am able to go through the steps of setting up and targeting specific customers but when a customer submits their answer they come back as an anonymous user. Anyone else experience something like this?

Any idea why “send us a message” could vanish from the messenger? How do I bring it back? 

Let’s say I’m integrating the Intercom chat widget with our community and hiding it in our product. That ways they’ll initiate the chat from within the community. Post initiation is there an option to make it visible within the product and in the community. Currently, the chat conversation is visible only in the community. 

Is it possible to increase the size of the Chat widget and add a help text as “Chat support”? Kindly advice?

We keep getting spam/malicious requests on our Help Center by people trying to insert scripts. This also happens on our messenger. On the messenger, we also had visitors trying to attach dodgy files to chats. We had to disable attachments for everyone, since this setting seems to be global and cannot be enabled for just users (very unhelpful). So far, the weird script inserts don’t seem to do anything, but I was wondering if anyone else has this issue as well, and what, if anything, you’re doing about it. 

I’m designing a product tour to allow users to add information. We currently have an add new button at the top of the table, and one underneath. The top button works fine, but when I add the step to click on the bottom button, everything seems okay until I go in to preview it. The step scrolls to the bottom, but the box with the step description gets stuck at the middle of the page and doesn’t point to the other button. I’ve tried having it point to the CSS selector in the advanced, but can’t seem to get it to work. Please see attached screenshot. you can see the 5 of 5 for the box in the tour at the top, and the add new button at the bottom. I’ve also tried this with a unique button at the bottom of the page and I still get the same issue. 

I am using a custom launcher and hid the default one. I would like to replicate the animation where clicking on my custom launcher when show the messenger window above my custom launcher. However, I realize that when the default launcher is disabled and the messenger is open, it's positioned in the bottom right most corner of the webpage and there is a x that appears in the messenger's top right corner. Is there a workaround where I can manually set the position of the messenger up vertically? I would like to mirror the positioning of the messenger when opening the default chat launcher, but using my own custom one. Thanks!

I’m creating a Design System/UI Kit where I also want to add the data-intercom-target to each element/component of the DS/UI Kit, to make it easy for other colleagues to create Product Tours in our app but selecting a specific element in the page, instead of using a CSS class (which is a bit hard atm).Since I’m considering keeping the data-intercom-target generic for each element/component (i.e. every Primary button will have a <button data-intercom-target="primary-button" ...>, I want to know if this is possible or if will cause any constrains.Namely, if a page has several elements with the same data-intercom-target (like, 10 Secondary buttons), if I select one on my product tour, will all of them be selected? Or will the product tour break, since it finds 9 other with the same data target? Or will Intercom just select a specific “secondary button” (that happens to have the same data target as the other buttons) and ignore the other?Thanks in advance! TL;DR: Can I use same data-