Fin Product Area

Buttons on canvas objects in chat window appear light grey regardless of style. Makes it hard to read and gives the impression its disabled. Primary buttons should appear with a blue background. 

hello,  we have just configured a custom chatbot and we are trying to display it on a test website: https://xplore.arkage.it/ unfortunately i cannot find any solution to the problem in the subject: we can only see a “generic” one, not ours.what shall we check? ty

We have 4-5 Products, all of which have the same URL structure, /product/:idBased on the ID we fetch the product, and only after this we know the product type.I want to engage different custom bots based on the product type.To do this I call window.Intercom(‘update’, { product_type: "my product type"})On my custom bots, I use the custom attribute product_type in the rules to decide which bot should execute.This however seems to only work intermittently and sometimes a stale bot is used instead of the latest one called with product_type (Assuming this to be due to delay in user attribute being updated and syncing with the client).Is there a better way to do this which guarantees that correct bot will be used for the chat?

If you’re using Intercom to market to your customers, you’re probably in the middle of building out email campaigns for Black Friday and the holidays right about now! I’d like to share some tips with you, from our Trust & Safety team, on how to best manage your email sending for these campaigns, minimise bounces/spam complaints and ensure the best inbox placement. Only message active customers When sending email messages, it’s never a good idea to message every single one of your customers at once. Some customers have disengaged and their email addresses may no longer exist or, even worse, be used as spam traps. You could also have former customers who don’t want to hear from you any more, and might mark your emails as spam. Here’s more guidance on how to avoid spam traps. We recommend that you only message customers who match the audience rule Last seen less than 180 days ago. Only email when you have permission to do so This one should go without saying, but please make sure you’

Is there a way to know when a user unsubscribed? Which campaign pushed them over the hill, etc.? 

Hey Team,  We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed.  Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer.  Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation.  Thanks!

Has anyone implemented a viable feature request and voting system with Intercom?  Or can suggest a third party integration that can leverage the Intercom user (so they don’t have to log in again etc.). Seems like you need to have real users to avoid spam / rigging votings, so why not leverage Intercom?In short - instead of a survey at the end, I was considering adding the option to start a feature request / or if they hit an article that says the feature is not supported - have an action / link to the known feature request so they can +1 / comment. 

 Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

 Is there an option to merge tickets?  I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

Hi there.We recently set a special notice for the past holidays and turned it off when we got back.But somehow it is still appearing. See screenshots attached.I’d really appreciate your help with this. 

Why hasn’t my email sent after I set it live 24 hours ago? Need to get this resolved ASAP.

We’re seeing a problem where the Intercom messenger defaults to a white background while enabled on a dark background of our website.We’ve implemented Intercom using RudderStack. We’re not sure how to force the background of the messenger window to show as transparent instead of white when on a dark background. Does anyone have any ideas?  

I am using Intercom to send a ‘nudge’ email to a customer so I want it to follow on and be part of the same conversation that I opened to send the first email. However I can’t see how to change the ‘subject’ of the email. 

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I understand that when you reply to a message from a customer the ticket is automatically assigned to myself but I had a situation last week where I wanted to let my team know I was dealing with the customer query but did not yet need to reply to the customer. The chat remained ‘unassigned’ because I couldn’t figure out how to assign it to myself without writing a response to the customer. 

Seems like custom action executes just once per conversation using custom bot. If i call the same action again in the same conversation it goes on the fail state, not sure how debug it.

I ticket the “Prevent users from having multiple inbound conversations” but i can still see the “Send us a message button” when i first open the chat.Weird this is i i go into the open conversation, and then hit back, i no longer see the button  

Is anyone else struggling with the new “Task Bots for teammates” update?Daily, we receive many unique conversations that originate from the same senders and/or have same/similar subject lines, as part of our onboarding processes. Now, they are all being flagged as “This could be a duplicate conversation”.It’s a bit confusing for our team and is visually cluttering our inbox, with some conversations having as many as 4 others listed as possible duplicates. I am afraid this will only get worse, since we’ll continue to receive more similar-looking but unique emails daily. It would be nice to have more control over that feature, with perhaps an option to exclude some senders or phrases from review. It was a helpful feature in the past when it only flagged true duplicates.  

How do I create multiple tickets from the same conversation? I have customers making multiple requests in the same conversation. How do I handle this?

Hello!I am looking to apply a tag automatically when certain agents manually create a new conversation/email. I understand that there is the ability to use the ‘When’ rule for when a ticket is created but we do not currently use tickets. Agents only create outbound conversations/emails so this filter will not apply.I wanted to use the filter ‘when a customer starts a new conversation’, specifically because in the subtext it mentions that it triggers when a new conversation is started. I am looking to confirm if that also applies to agents creating a conversation, or does it have to be the customer who creates the conversation in order for the inbox rule to fire properly?If the ‘when a customer starts a conversation’ does not also apply to conversations created by agents, what recommendations are there to auto-apply tags when certain agents/teams create a new outbound chat or email?Thank you and please let me know if there are any questions.  

I am trying to create a simple resolution bot to answer a question about a user’s account details. I have setup it up as the custom object, added all necessary attributes. I was able to create as well the custom action to retrieve the data from our servers. The problem is I can’t seem to use the data/custom objects as a response of the resolution bot. I can’t find the option to insert it as indicated below, just like the Account_Number. Any tips on how to do this? 

hey folks 👋I have this option set in the security settings, with the understanding that it will add identifiers to leads when they click-through on emails.But! Today I’ve encountered a case where an existing lead ended up with a duplicate record when they clicked-through an email on a different device than the one they initially used to open / interact with that email. Am I wrong in my understanding that this setting should serve as a fallback when a lead lands on our site via an email on a different device/without the initial/last cookie for reference?NB - The page views logged on the duplicate lead show that the URL parameters from the email click were passed-through, so it’s not a case this lead was using a browser setting / extension to strip the tracking IDs.TIA!Adrian

Hi all! Trying to troubleshoot an inbox rule. Was trying to create this rule:When: customer starts a new conversation OR customer replies to outbound contentIf: message content contains EINThen: tag conversation with TAG-ABCD The issue was that intercom was not identifying EIN as a stand alone value, so any word that contained ein, such as “seeing” or “being” triggered the auto-tag.I know in Google you can add quotes around the phrase to make sure you don’t have that issue, but could not find any documentation within intercom about it. Thoughts, ideas, suggestions?

Hi all,We are trying to test the process manually by creating users (user or lead) and series. We have not yet completed the intercom integration with our product. We have a series of 4-5 steps for testing (no “wait” block) and we want to instantly send an email/change the tag for the user. However, the series takes at least 20-25 minutes to complete. Is this normal? What do we need to do so that the series can be completed in a shorter time?Our first tries weren't really successful, any tips for us? 

I have added a banner on my page but when I shutdown the intercom it still reappears after a few seconds.