Fin Product Area

I’m looking for a solution that allows my web app visitors to 1) submit feedback at any time and 2) submit bugs they encounter. I’d like there to be a button on my web app or simply click the Intercom message app and have a place within the Messenger that allows this. I would need to know the section of the app they are in.I’m not able to find a solution to this on the Intercom website or demos. Does this exist?

Objective: Programmatically (API) send SMS through Intercom while passing in a payload of variables to inject into the SMS template. We can’t find a path forward to utilize event metadata to fill in SMS template variables inside of series. Our current path that led to a dead-end isCreate a series with an event trigger. We POST an event to effectively send an SMS Use event metadata to pass in sms template variable values The only event attributes that show up in the SMS template builder are <eventname> first, last and count. Not our custom event metadata we specified.

Hi there,We are experiencing a high level of agents reporting that Intercom is extremely slow and keeps crashing when selecting/sending replies. Any advice would be really helpful. Thank you.

Our company has resolution bot answers created in more than 10 different languages and there could similar keywords added to the questions to train the bot. As a result, we’ve been experiencing bots giving resolution bot answers in a different language as what the Customer is writing in.

I want to use numbered lists for how-to steps in an article. I also want to insert some screenshots to help guide users. I'm learning the limitations of the Articles feature... and I have 2 questions: When I add a screenshot below a step, I cannot continue the number sequence. The list re-starts at 0. How can I continue the list numbering?I want to insert an image within a paragraph, such as a small icon/button to help guide users. But images always appear on a new line. How can I insert an image inline such as this one that follows? (bonus observation). Interestingly, the numbering in this forum enables me to continue numbering!

I’m trying to sort out our Inbox Rules to apply a separate SLA to the tickets that come in.  We currently have an Inbox Rule that applies an SLA to incoming conversations.  However, if that incoming conversation is tagged a certain way and becomes a ticket, we want a different SLA to be applied.  I’ve tried a few variations, but the SLA for incoming conversations is always being applied to the Ticket conversations.  We use tickets for one purpose: to provide cancelations/refunds. For example, we have tags automatically applied--this works: We then have these two Inbox Rules:This one doesn’t seem to work:This one works every time:I know I’m likely missing something in the logic--I just want one contact type to have SLA 1 and another contact type to have SLA 2. Thanks--

Hello everyone!It is posible to create an report with subjects that appear most in chat with customers? I believe that in Reports - Conversation Topics I can create it, but there's no option yet to create this reports in Spanish or Portuguese.Hope you guys can help me!

We are preparing to launch a new feature on an existing page, for which I am building a product tour in Intercom. What I need is for the product tour to automatically start once we deploy our feature and the tour to production environment in early Feb. There shall be 2 user classes –Existing account users who login after our feature launch – they should see the tour ONLY on their 1st visit since launch and not repeatedly after that.Net new users opening an account in say March – who would see the tour ONLY on their 1st visit launch and not repeatedly after that. Have set ‘Show Automatically’ = ON, with no settings for URL or users. Also set ‘Use Everywhere’ = ON Questions:My product tour didn’t seem to start automatically when I had everything blank including users in the Show Automatically section; but it worked when I switched users to visitors. However, our site is a secure site, not public site. Also, I fear it didn't behave exactly for other test users... I don’t see any expli

Hi all!I would like to create a product tour, and I am having some trouble since one of the pages that I'd like to add is a pop-up and the URL does not change from the previous screen. Is there a way I can get Intercom to recognize the new page (even with the same URL as the previous one)? Intercom sent me this article, but I am wondering if there is a more simple solution that does not involve changing the code.

Hello,does intercom have a feature, where a customer opens messenger to text you and asks whether they want to text you as a guest or use facebook messenger? like that:if yes, how?  

When I run this method the Intercom screenis called normally and with the text I define.After opening the chat and sending the predefined message the bot goes into action with the messages to give us more context about the chat.After the second interaction, the chat returns with the same message as before.In theory, this behavior is wrong, it should only bring the text to the first interaction Attention to the input! 

Is there a way to revert back to the old inbox?

Hi, I am building an integration inbox app. When I tried to get the access token / eagle token without authorization, and always got error 401. I see inside the documentation that there is no explain what kind of authorization that we can use to get the access token. I’ve ever tried using Authorization :  Bearer using the code that we got and Basic method using the client_id and client_secret. But I still got error. Please help, what should I do. Thank you. 

Is there any way of setting the messenger to floating so that if somebody is reading the instructions they can move it out of the way of entering data? 

Hi there! I’d love to hear how others in the community are surfacing all things onboarding data to their Support Teams who answer requests through Messenger! We use Messenger as our primary support channel today and I’m looking for inspiration to see what types of data, tags, views, automation, you name it people are finding value in today.  This was spurred by the fact that we’re implementing a brand new onboarding platform (GuideCX) and have a nice little integration w/ Intercom setup through Workato.

We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you

Hi there, We are currently setting up our NPS scorer within Intercom Surveys. But, we are having trouble figuring out the best way to send this survey to a limited amount of customers each day (so, in batches). This is because we want to have an idea of our NPS score throughout the entire year, and not have this survey sent out to our full customer base on the same day. Because this wouldn’t be representative if the satisfaction on that day is lower than usual.  We do want to keep everything in one survey to make sure the Survey Report is insightful for all NPS responses. I hope this makes sense and that someone can help us out 🙌

How do I embed Vimeo videos to tooltips? I have tried embedding the video as well as downloading the video and uploading it as a video clip?

Hey,  We would like to add a button in our app pointing to News tab in Messenger like Intercom does on the bottom left of its own app. How would this be possible ? Also is there a way to know when there is a new post in the Newsfeed so that we could highlights more clearly this news in the app ? Thank you

How do you filter web sessions to sessions that occurred in a specific timeframe? Right now it seems that web sessions are all time, but we are interested in pulling a report of users’ number of sessions in the last 30 days. Thanks!

Is there a way to have different priorities?E.g.: Normal priority and VIP priority?

I have set up some rules that send notifications to specific Slack channels that we use internally, when a conversation has not received a reply within a set time period. I found these rules Paused this morning, where I had set them live myself (and notifications were working). Does anyone know if there is a log of user actions on Inbox rules that would help me figure out which one of my team did this? 

Hi there - I’d like to get an email each week of the users and companies in custom filtered lists in the Contacts section of Intercom. For example, which users or companies are slipping away each week? I feel like there’s gotta be a way to do this but I can’t figure it out. I get the daily emails which include the default company slipping away logic, but I can’t figure out how to modify that. 

I’m currently trying to connect my react app with the chatbot, but as far as I saw in the documentation they mentioned something about an APP ID but I can’t find it.

I’d love someone to explain to me like I’m 5, how Guided Users work. If I do a 5 step product tour, then that counts as 1 guided user if they go through all 5 steps right? What about if there’s a checklist and it links out to 5 different product tours? Would that be 5 different guided users or 1 guided user?This is real time footage of me right now: