Fin Product Area

Sometimes I need to log into a user’s account to debug an issue. When I do that, it marks all messages sent to them as “seen”, since the messages pop up on the screen immediately. This is an issue because then when they log into the app, they won’t notice that they have a new message. It seems like it would be better if a message gets marked as seen when the user opens the messenger and goes to that conversation. Is there a way to change this behavior so I’m not accidentally marking my users’ messages as seen for them? Thanks!

Hi, i am trying to send a message to a list of users using REST API, but it only supports a single message by request. There is any way to send messages to multiple users?

I want my users to see a post when they log into my web app for the first time if they match a certain rule. I want the post to appear over my ui and block it, and I don’t want the users to be able to close / dismiss it. Once a user is manually approved by my team, the team will add a tag. The tag will exclude them from the audience that is shown the post, so the next time they log in the post won’t appear.  Is that possible? 

Can I delay loading Intercom on my site to reduce the JS load? i.e. only load it after a page is fully loaded for a visitor?

Hello, We're using SEMRush to monitor and improve our SEO and we're getting a lot of errors and warnings related to our knowledge base that is using Intercom.  These errors are mostly :- Conflicting hreflang and rel=canonical- Most links have a rel=nofollow attribute Is there something that can be done related to this? Thank you!

Aside from the few videos I’ve watched, is there a how to manual to learn Intercom from basic to advanced?

Hello!The company I work for has 2 separate products with 2 different domains.I understand I can use one Intercom workspace if I use the same app id > all activity will be sent through to the same workspace.The products work slightly differently so I will need to capture different attributes for each one.I am thinking of creating a customer journey for each product, identifying which attributes or events will help in my customer engagement (i.e. which data do I need to trigger an action in Intercom) then asking our devs to integrate it in our tracking. Does that sound like the right approach? Is it normal that I will have some attributes for product A which will never be used for Product B (unless the user is using both products)?Any tips or best practices welcome!

Hi our company is making some custom sets of sla’s for tickets within intercom in order to do this we have made an api and linked it via a webhook. However this only works with conversation attributes that have been updated from some rules we have created. We cant seem to do the same with ticket attributes, is there a way of  updating ticket attributes from rules or custom bots much in the same way you can apply them to a conversation? 

On Safari there is a bug related to VoiceOver and focus interaction, this can be replicated on official pages. Is there a way workaround for this? Thanks!How to replicate:Open app.intercom.com or community.intercom.com on Safari Enable VoiceOver Tab until to select the app launcher Open it using VoiceOver keyboard commands VoiceOver focus incorrectly stays on the original page, while the keyboard focus goes to the messenger app The user can navigate the app using tab but VoiceOver focus stays fixed on the main page, VoiceOver doesn’t read aloud any app elements when this happensIn this screenshot you can see that VoiceOver focus (black rectangle) stays on the main page while the keyboard focus (blue rectangle) is inside the messenger app 

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?