Fin Product Area

I am having issues setting up Intercom with the Google tag manager on my NextJS web application. I am using the react-gtm-module as well.When I don’t set any dataLayer variables or when I am logged out of my application, the default home screen loads. However, when I am logged in I am pushing user data to the dataLayer and using it as variables for the Google Tag.In my _app.tsx, I have this code This is global and is what is initializing the Intercom messenger that works when not logged in.Further along my application structure, I have an auth provider using next-auth that returns different components based off log in status.  This fires when the session changes and passes in null when the user is not logged in.However, when I preview and the user is logged in and I open the messenger, this is all I get: The messages section seems to be working fine.I have two tags set up in GTM, one for install and one for update. Here’s how those are configured:Install:Update:All of the data attribut

Hi all, I was wondering if its possible to send a bulk load to a webhook in a outbound series. Right now it sends a message for each user, but I want to receive the list of users that match the condition, is this possible?, is there a workaround to achieve it?. Besides that, I was wondering whats the request rate for webhooks calls, is it 1000 per minute? (so I can accomodate my API to this rates). Thanks in advance!

I’m digging into the details behind the Triggers feature for Custom Bots, specifically “when a customer clicks on a website element” and I’m trying to understand if it’s possible for this Trigger to feed specific data about the button, or the page that the button is on, to the Custom Bot. The premise for us is that we have a pretty massive Help Center, and what I want to happen is that when a customer clicks on a button on certain pages in our app, it will automatically search the Help Center and return results based on the page that they are on. We’re currently doing this by feeding the page title into a search URL that opens in another browser tab, but I would love for this to be possible within the Messenger itself. Has anyone done or achieved anything similar? 

I do not understand how banner frequency and scheduling works. This is grayed out currently:Send more than once NewSend every time the person matches the rules until dismissed Get feature What does that mean?? Are you saying that I cannot send banners repeatedly to a user until the user dismisses it?   Because thats what happening now, so how can I do that if you are telling me I don’t have that feature?? What I'm trying to do is limit the total number of times that a visitor sees a banner. How do I do that???

When a client sends a support messages sometimes intercom will show the message as being sent from a different and incorrect client. So if Client1 sends a message sometimes Intercom will notify me that I received a message from Client2. I don’t know what could be causing this issue but even when I open the message box to respond it will have Client2 at the top instead of Client1.

Hi there, I see in the tickets (not conversation) report that only median time is available for all ticket status. Is there a way to get the average time instead? 

Hi everyone, apologies in advance if this is covering some very basic territory! I’m new to Intercom and am struggling to work things out on my own.I’d like to set up two chats on a company website:1) Live chatA messenger pop-up that enables visitors to chat directly with a member of the team during specific times and days of the week. Once the user submits text into the chat, they wait for a reply (in other words, there are no more automated replies from the company in the chat).Ideally, we wouldn’t want the estimated response time to display. 2) Out-of-office chat botA chat bot that is active during out-of-office hours, which captures the following:- Name- Email- QuestionThe question field would ideally not have a word limit (we’re a medical company and our patients often send detailed messages about their symptoms).I’ve tried setting up the second chat using data fields to capture name, email and question. However, when I look at incoming messages, I can’t see the text visitors inpu

Hi guys! Does anyone know if I update my help center’s subdomain, will that change the rest of the article URL? (ID and/or title bit)To offer a bit more context: we're moving our help center over to Intercom, however the domain we'll eventually be using is already in use for our existing help center (help.company.com).I'd like to update all of the links inside our articles to use the Intercom article URLs prior to moving the site to our official support domain. The Intercom help center is currently set up on the temporary subdomain newhelp.company.com.I'm currently replacing the article links using the Intercom article URLs but removing the 'new' part so that the links should just work once the domain is moved over.However if the article URLs (ID or titles etc.) will change when we update the subdomain, this means we'll have to redo the link URL updates while the articles are live, meaning there will be a period of time where links within all 250+ support articles are broken.Any help/s

Hi there,  Does anyone know if there is a way to amend the suggested related articles that are populated at the bottom of each article when you enable the ‘related articles’ feature. I am finding that irrelevant articles are being suggested, ones that aren’t even in the same collection (each product has it’s own collection of articles), or those that have similar keywords.  The current intercom help articles don’t seem to shed any light on this, so any help or workarounds welcome! If there’s no way around this, I’ll have to disable as it’s not suitable for the customer journey. 

Hello, we have different pages / platform that provide information about different topics, and i would like to know if it’s possible to provide a preset context to Fin depending on where the user ask the question from ? It could be done by combining Fin with custom bot, but i don’t see any way to provide to Fin some context … is there a way to do so ? Thanks 

I am having trouble understanding how to use your transacitonal email. You make mention of examples in you blog post about sending order-related updates. But, I do not see an object as a trigger for sending email sequences. Heres an example:Beth has 2 orders for subscriptions. Each of the two orders has it's own unique expiration date and product associated with it. The two subscriptions expire 3 months apart - one on January 31, the other on April 15th. We want to send Beth an email 3 days before the expiration of each subscription.All i am seeing is attributes and events, but how/where do you maintain both of these orders if you only have dates or names for events, and only top-level attributes for a person?Seems we need ability to house an array of objects associated with a person, or to act on each object as a trigger for a sequence. Please give me in-depth detail on how to architect Intercom to let an expiration date on each of these two orders trigger their own email sequence, wi

Hi, we're trying to recreate the Intercom's Median First Response Time metric in our mission-critical company dashboard, and need an exact logic used for calculating this metric.  In particular: Do you exclude conversations without responses from the calculations (in 99% of cases, those are spam messages)If the first response is an auto-reply - does Intercom count the time before it, or do they only count the time before a real person’s response?Reports in Intercom have time frames. Does Intercom count conversations that started before the chosen period but got their response within a selected period? Is the median first response calculated only for the closed conversations?Why is there a discrepancy in the time reports? (See below) Advice on this would be highly appreciated.

I've attempted to embed a video and a gif in email messages that are part of a series but have not found success. I copy and embed HTML code from the original video and gif site and then paste. I then paste that code into the message using the "Insert HTML" option. Unfortunately, nothing seems to work. Any suggestions are greatly appreciated!

Hello, I have a problem with Intercom 12 and 15.I have a problem under certain conditions when using the Intercom iOS SDK: when I try to open a conversation from the Intercom conversation list, the application starts crashing with an error.I updated the SDK version to 15 and it crashed with the same error.The application is launching the messenger with `[Intercom presentMessageComposer:@""]`. Are you aware of these problems and can you suggest a solution? Xcode version 14.3 (Objective-C)Intercom iOS SDK version 12.4.3 / 15.0.0 ↓Crashing patterniPhone Xs iOS version 16.5iPhone 12 iOS version 16.5 ↓Patterns that do not crashiPhone 7 iOS version 15.0iPhone Xr iOS version 16.3.1iPhone 12 mini iOS version 15.4.1 Errors:Fatal Exception: NSInternalInconsistencyException Invalid batch updates detected: the number of sections and/or items returned by the data source before and/or after performing the batch updates are Data source before updates = { 1 section with item counts: [1] } Data source

I want to open an intercom messenger in the product without use clicking on the messenger icon.  For example, I want to add a link in a product tour that says "Contact us", which opens a messenger window when user clicks it.

We need some way to include throttling for our messaging. I want to be able to set up posts and chats that don’t have an end date, but I fear that someone could log in for the first time in a while and get three messages at once. I wish I could prioritize messages so I knew that they would only get one at a time.  (This would be for things that don’t go together in a series)

Hi all,I’m looking for a way to mass close open conversations. For example, close 1 week or older open conversations. If it’s possible, please share how can I do it. Thank you!  

3 days before the free trial ends, we send users a payment warning telling them we'll charge their credit card.  People who unsubscribe from our mkt emails don't get this warning. That's a big deal.  How can we send emails even if users unsubscribed? The audience rule "Unsubscribed from Emails is true" gives 0 users :-|    Thanks!

Hi all,I’ve followed the online guide and tried to launch the messenger from a button on a web page, but it fails to do anything. It’s 2 lines of code - how hard can it be?!Debugging in Chrome, the button click makes no calls at all. If I click the standard Messenger icon everything works fine.All help much appreciated!Button code:<a id="open_web_chat" class="btn btn-sm btn-primary lift w-75">Chat Now</a>Script before </body>:<script>window.intercomSettings = {api_base: "https://api-iam.intercom.io",app_id: "XXXXXX",custom_launcher_selector:'open_web_chat'};</script>

Any idea why my video would not show up when I embed it and set it live? Works and previews fine in my draft version.

If we change a URL on an existing article, will it automatically redirect to the new URL or is there something manual we need to do?

Once I create my product tour, I cannot makes content/word edits, because there is no save button! It might be because I have it pointing at an element to click, so once I select that step, it pushes to the next page, not allowing me to “save” my edits on that step. Can I suggest a “save and continue” button to capture that pages changes?

Hi there,I am building a Product Tour that walks users through a multi-step form. I have certain optional fields that I want the user to be able to fill, but not obliged to fill, e.g. Apartment/Suite/Building # for address.If I set the step to Next or Done button, they can’t fill in the field.If I set the step to Fill in the Field, they must fill in the field.How can I manage this use-case?Thanks,Peter

Hi - we offer a free tool that assigns a unique download URL for the prospect that stores in a field in Salesforce. I’d like to be able to match the lead in the chat by email and then pull their download URL for them from their record in Salesforce. What’s the best way to achieve this? We have the field syncing from Salesforce to Intercom currently but not sure how to pull the information into the conversation once they provide their email. TIA!

Hi there, I have a single page app. I’m having some issues being able to set up series or subsequent events on the same page.The behavior I want:Welcome post Dismiss or click a link in the post Launch a product tour on the same page without any other interaction. I’ve tried two ways:Launch post and then product tour in the same series. The issue that I’m having is that when I dismiss the post, the product tour does not launch without a page refresh. (The post AND the product tour is on the same page). Launch post, click a link in the post to a the product tour (show tour anywhere link) or insert the product tour directly (displays the product tour name and description with a link).  The issue that I’m having here is that when the user completes the product tour, the post pops back up.  Is there something I’m missing here?Why won’t the product tour launch without a page refresh? Why doesn’t Intercom treat a link click as a dismiss? Or is there a way to do this? I’ve tried tagging and h