Fin Product Area

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.

Can we search for a chat with a specific date?

Hiya 👋 I’m Josh, a product designer here at Intercom. I was hoping to find out whether any of you are finding our existing conversation statuses (open/snoozed/closed) limiting in any way.  Are there enough statuses?  Do the current statuses not quite work the way you’d like them to?  Do these limitations affect your teammates or managers more?  What would make them more useful and why?  Any insight into how it affects your workflow would be amazing 🙇‍♂️ @Product Wishlist​ 

When sending an in-app message through the API, can I also send a push notification?

What options do we have to make our Articles URL address include https:// instead of http://?/p> We are wanting to improve the SEO for Article topics searched on an engine (ie Google) that will bring guests to our site.  Thanks for your help!

Intercom is connected to mydomain.com. I have multiple subdomain like subdomain1.mydomain.com.How to configure a message only to be show on that subdomain ?I have tried with a rule "Current url starts with subdomain1.mydomain.com", but i doesn't work.Is it possible ?

Our software company supports 3 different Products. We have a custom bot to initially ask what Product the customer is querying about that day, and then it kicks into resolution bot to try and provide answers before being passed to a human. The problem is, resolution bot doesn't know what they answered in the initial chat flow, so it can't customise. I can't see how to customise which answers are shown without asking which product they're querying about every time. I can't set up multiple resolution bots (which would be the most ideal in my brain). How do other companies do this? Can I get some ideas on how you try and automate basic customer support through intercom bots when you have multiple products you're supporting?

Hi, we use Intercom to send out support related notifications. We tag companies as being either UKI or US. I want to be able to pull a list of companies that do not have either of these tags (to ensure one of these tags is applied) but not sure how to do this if anybody has any suggestions please!

getting this error on android devices Attempt to invoke interface method 'com.facebook.react.bridge.ReadableMapKeySetIterator com.facebook.react.bridge.ReadableMap.keySetIterator()' on a null object reference Any help would be much appreciated  Platform : React Native Version : 0.69.8 Intercom Sdk version : 4.0.1

Hi everyone! We have the chat in two places: a logged area and some links in the Help Center.I want to add a custom bot only in the flow that is launched from Help Center, is it possible?