Fin Product Area

My team sometimes starts a conversation to send an outbound email to a client to follow-up. When doing so, multiple iterations of the contact will show up sometimes when typing in the email address. Some iterations will only send a chat and others will send an email. If the outbound message goes out as a chat, the client will only see if they log back into our site and the chat pops up. The email after 3 minutes does not trigger. Is there any way to prevent this from happening? Either by disabling the ability to start a new conversation through chat, or to trigger the outbound chat to go to their email? 

I see two options: Product trigger or content/attribute/event rule. I’m unsure if both of these are necessary to resolve each step automatically. I want each step to resolve as soon as the user clicks the CTA button. Which settings do I need to update to make this happen?

how do I disable the chat but keep the messenger (so users could use help)

Dear reader,At ValueBlue we reach out to users of BlueDolphin, asking them how likely the are to recommend our tool, by the use of your sulution, Intercom. Ideally, we allow users to select: 'do not show me this message again', but as far as I can find out, that is impossible. How do we allow our users to 'no longer show' a specific ‘Intercom’-message, and thereby, improve the quality of NPS-research?Thank you in advance for letting us know. Fleur    

We currently have a use case where certain data that comes into our Intercom Workspace via a single channel (ie a certain email address forward) needs to be kept secure/ private.  These tickets specifically relate to financial customer information and simply need to be routed to a single user in our Workspace for triage.  No other user should be able to see the information in these tickets, only generic stats.  In addition, this User is often assigned tickets within our Workspace from other users and/or via chat with answers to more benign questions like how can I access my bill, can you send me a W9, etc? What is the best way to set up this flow/ user?  Do we need an additional workspace or can we achieve the above in our current workspace?

The test workspace is different from production and I want it to match up

Hi there, post13858 is labeled with ‘solved’ but it is not. Could you let me know if you are aware of the fact that I raised another question and that it will be a matter of time before you are able to follow up? Thanks, Fleur  

I have a custom action that fetches customer orders from our API (works fine). It stores the response data in a custom object called “order”. (Works fine). When I build a very simple custom bot to fetch the customer orders and present them with choices of orders to select, and to store their order selection, I can’t see anything in the “Save selection to...” button no matter what I do. It always opens a pop-up that says “To make a selected item accessible afterwards, link the Conversation to a Custom object” and gives a link to the conversation-data settings page.If anyone can tell me what I’m missing here, I would really appreciate it. I have a customer custom object for identifying the customer by email, but I’m ignoring that for now. I’ve created references from the “order” custom object to conversation, people, and my customer object. I’ve created reference attributes in conversation data to the “order” custom object. I think I’m just not getting something about the relationships.

All,I have setup Intercom with office hours for my different countries i have customer support staff in. Now i am looking at closing the chat for incoming conversations outside office hours. Is this possible to do, or do i have to do this manually by using the “Control inbound conversation volume” settings? It would be great if there was a parameter called “Office hours (TRUE/FALSE)” that could be used… Regards,Jens

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.