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  • 63 Topics
  • 209 Replies
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AnthonyFNew Participant
Intercom Specialist - System Optimisation Project

Hi Intercom Community, I hope you are all well. I am looking for a Intercom Specialist to help a client of mine based in the UK, who are looking for someone to come in on a contract basis, to help optimise their Intercom System. It will involve some routing, Workflow process and AI Bot Configuration. I would be keen to speak with anyone who has the relevant experience and would be interested in a contract opportunity. The role is a Remote working role with an immediate start. Any one interested please send me a message or email me at anthonyfrancis@workwithglee.com. Thank You!

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Tommy Mains
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Ana BahrNew Participant
Missing content when syncing information from our website

We sync the information from our own Help Center (not created in Intercom) with Intercom so that Fin AI can answer our customers’ questions. Currently, Intercom is not syncing nested content. For example, if we have a series of steps (numbered bulleted list) with sub-steps and sometimes notes or additional paragraphs between the steps, only the steps are imported. Example: Text in the red box isn’t brought into Intercom when I resync the website.

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Tommy Mains
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Kim ENew Participant
Hi all! I'm looking for some feedback on the 'Default Sender Address' setting.

Hi all! I'm looking for some feedback on the "Default Sender Address" setting. Right now we have this set to "Use teammate's Intercom account email address" which is the recommended setting, but we're looking at switching this to "Use an Intercom email address" to help mask teammates' full names and email addresses. We've been seeing situations where users are sending emails to a teammate's email directly instead of using the Intercom reply-to address. Any thoughts or insights on why the account email is recommended? Any other considerations we should take into account before making this kind of change? Thank you in advance!

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Development DruktemakerNew Participant
Dutch Specialist

Hi! we are looking for a Dutch Intercom Specialist that can help us with the system. Maybe a webinar or online course to help us through intercom. We would like to hear from someone!

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Julian Murray
Innovator ✨
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Ryan LeuschNew Participant
Anyone help us expedite immediate needs and help acclimate our Intercom team member?

Hello, We are hoping to find someone to expedite our immediate goals and help our Intercom point person get things accomplished quickly while they learn as immediate goals are achieved. Thank You

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Nathan Sudds
Top Expert ✨
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
Introducing your new Community Manager + Super Users group updates! 🤩

Introducing your new Community Manager + Super Users group updates! 🤩 Hey Intercom Super Users 👋 Allow me to introduce myself - I’m Diana, Intercom’s new Community Manager! I'm delighted to start my new role with Interconnected and I can’t wait to work with everyone, so keep a close eye as exciting new initiatives are on the way! 🥳 So what’s next? 🤗 To kick off this week, we’re here to help you! What would you like to know from our product team? Ask your questions below and the top 5 with the most upvotes ⬆️ will be answered by a product expert AND will get a special swag pack! 😍 Don’t forget that each upvote will help you earn points 👍 More surprises on the way to be announced next week. In the meantime, I’m looking forward to seeing your questions!

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Nur Nahid
Super User ✨
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Ben HizakActive User
Looking to spend a few hours with a super admin

Hi,I’m looking to spend a few hours (paid) with someone who is expert at configuring intercom. Thank you,Ben Hizak,Cherre.com Linkedin

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Nathan Sudds
Top Expert ✨
Spencer S
Spencer SNew Participant
Do you use the Live Chat feature?

Yes… I know… this is somewhat of a weird question… BUT… hear me out… In an entrepreneur slack channel I am in I asked the same question… Do you use the Live Chat feature in Intercom? And I was shocked by the responses… The over whelming answer was NO… Now to be clear… Majority said YES at first… but when I asked a few more questions… The answers turned to… well… not really… What I have found is that a large number of companies that I spoke with enable the chat feature on the site… but when it comes to “using” it… in terms of having a live team ready to reply… is more of a best effort use case… Most of the companies I spoke with rely on asynchronous responses… which again… I found shocking! Before accepting my small dataset as the norm… I figured I would pop on here and ask gen pop… haha So… If you don’t mind me asking… Do you use the Live Chat feature? Super interested to see how this goes… Thanks ahead of time for any responses! Cheers, Spencer Scott

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Innovator ✨
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
New potential feature! ?

New potential feature! ? Your vote is important! Intercom has built an experimental version of emit_typing_event API endpoint which will allow customers integrating with a third-party inbox solution to trigger an “admin is typing” event in the Intercom Messenger for a given conversation ? Would you like to see this feature go live?

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mary elizabethNew Participant
Onboarding Team Members to Intercom

Hey there! I am onboarding my team of admin and clinical members to Intercom. They’ve been using Gmail and Google Voice to interact with patients, but we will making the full switch to Intercom soon. What are ways to help introduce them to using Intercom? I know this will take lots of practice to get used to, as it’s more of a muscle memory concept. But has anyone in here seen great success using certain internal communications with your teams when going through the onboarding steps? I know they are very nervous, and I’d like to make them feel as comfortable and empowered to use this as quickly as possible. Any advice appreciated! Thank you!

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LasseNew Participant
Seeking Tool for Multilingual Feature Request Management

Hello world. I am searching for a tool to handle feature requests and bug reports, and optionally, a public roadmap. 🛣️ Jodel is a social network with millions of users worldwide, so lots of incoming feedback. It would make sense for us to either manage it through Intercom directly or with another service that we can integrate with Intercom. We need a tool that also lets us manage the same feature request in several languages. Any recommendations?

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Larissa Alberti
Intercom Team
Jana
JanaActive User
News beta

News beta I was wondering if anyone else here is in the beta test group for the News feature. I am not sure if I am doing something wrong, but out of thousands of people who visited our site and could have seen the item, only 24 actually viewed it (and most were sent there by a tooltip link). Would love to hear how other people are using this feature and how successful it is.

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Jacob Cox
Intercom Team
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Barr SolnikNew Participant
Using Intercom for Product Led Growth

Looking to connect with other intercom admins / users who are looking to learn from and share how they are using it to grow revenue from current customers in a B2B SaaS environment.

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Diana Tripac
Intercom Team
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LaMintActive User
Help to find a way to improve our reporting and tracking of customer habits

Hi All, I'm trying to find a way to improve our reporting and tracking of customer habits in our HC. Intercom offers data about the content reads/reactions etc, but it's just not deep enough for us. I want to be able to find comprehensive search terms, where customers are coming from and journeys within the HC, scroll depths etc. As GA is about to be upgraded, our IT team have asked us to find a workaround til GA4 is implemented next year. I wanted to look into GTM but apparently we need a zapier type 'middle man', which I'd prefer not to invest in if there is a more direct alternative. Does anyone have any experience/suggestions for me?

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Innovator ✨
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Asa NadeauNew Participant
How to solve for vendor communications?

We currently offer services to customers via work contracted through vendors, and all comms are in email, where we are the go-between and customers and vendors do not communicate. How can we implement this workflow skillfully and efficiently in Intercom, where we can see all comms related to a client’s custom project/service, and where vendors are not inside Intercom?

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Petr CihlarNew Participant
suggested features and feedback from Intercom

Hi, is there an official way to suggest new features or changes in the intercom chat and being informed if and when those suggestions will be implemented? Or is there a list of such changes the clients suggested? Thank you

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Employee
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AminaNew Participant
Hi all!

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.

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Christopher TNew Participant
Hey, I just realized that I've been invited to this group some weeks ago and now I want to use it to share my experience with the 'transactional / event-based messages' feature and also get some information on how others use it ;)

Hey, I just realized that I've been invited to this group some weeks ago and now I want to use it to share my experience with the "transactional / event-based messages" feature and also get some information on how others use it ;) How it started Some months ago I read about this new feature and thought "wow that's amazing, why not get all of our communication (= also send our system-mails through intercom) into intercom so the support team is able to access everything". So we started our project and planned everything to get it done. Playing around a bit In order to see how easy it is we started by only sending 1 event to intercom every time a user's booking got confirmed. Everything went pretty well, it was super easy to send the event through intercom's API, the event arrived super fast and you could use it for any existing messaging type. Problems and how Intercom reacted to them After doing some testing we thought we're ready to move all of our system mails over to intercom. That's

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Anonymous
Hey Super Users!

Hey Super Users! Our Customer Education team is busy working on our 2023 roadmap for Academy! We’re also hoping to experiment with some short snackable tips and tricks videos for all of y’all. So - we’d love to know what you’d like to see more of/less of? What skills or impact would you love to unlock for your role or team with Intercom? Also, seeing as you're super users, what high-impact Intercom tips do you know which you don't think we get out there well enough? Drop your wishlist in this thread, there’s no such thing as a bad idea! Cheers, The Customer Education Team

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Jana
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Innovator ✨
sharleenInnovator ✨
Hey everyone! I finally figured something out today that has been frustrating me for a while, so I wanted to share it with you!

Hey everyone! I finally figured something out today that has been frustrating me for a while, so I wanted to share it with you! We add a lot of conversation data attributes, but couldn't figure out why they were not available as filters in the reports. Well, it turns out that in order to use as a report filter, you have to set your conversation data attribute as type 'list' (can't use 'text'). We set various conversation data fields with the custom bot and resolution bot answers, and now that we have these set up as lists, we can use these values to filter many of the reports on intercom!

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Jana
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Ben S11Connector
Conversations that are started outside of opening hours killing first response time.

Conversations that are started outside of opening hours killing first response time. Does anyone have any hints or tips on how to help with the above? We get 50+ conversations come in out of hours. The FRT starts at 8am on all of these conversations and it's impossible to answer them all quickly. As a result our FRT is massively impacted by this and it's really hard to recover throughout the day.

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Carolina LNew Participant
Hello everyone,

Hello everyone, I have a question about some basic user data. When our users create a profile in our app, they can have multiple emails associated with their account. One is labeled as primary and the others are selected by the user in case he/she would like the communication from a specific group to happen via another email. My question is when a user logs in a support request via chat, will it be associated only with the primary email? Doing that would make things easier for us, but we limit the user to being contacted from support only via their primary email. Is someone registering multiple emails belonging to the same user? Would it be best practice to just pick up one email on Intercom? I'm just trying to visualize different options and the one that would benefit us on the back end for support inquiries 😊 Thank you!

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Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
Hi Intercom Super Users,

Hi Intercom Super Users, If you didn't get a chance to book your free place to attend the New at Intercom virtual event happening on October 12th, please hurry up to secure your place. This is one you don't want to miss! 🤩 Reserve your spot More details here: https://forum.intercom.com/s/feed/0D55c00006MQucTCAT

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Diana Tripac
Intercom Team
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Carolina LNew Participant
Hello everyone!

Hello everyone! I 'm new to Intercom and got to read about all features that are useful for my Marketing plan. We've been using Intercom only for support but the plan is now to take advantage of all outbound features 😊 We are now in a situation where we have to tailor Intercom a bit more with custom objects, tags, and everything that helps segment and report our data. I wonder if someone has the same situation with their users where we need to have users connected to a company but we have groups and subgroups in between. Imagine you having a club (which will be our company) and then this club having different groups & subgroups under it according to activities or other user demographics. Is there a way to configure Intercom with companies and sub-companies? At the moment, this is one of the possible ways we can structure our data but we are looking into other ways as well. Any input would be useful :) thanks!

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Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
WINNERS ANNOUNCEMENT! 🏆

WINNERS ANNOUNCEMENT! 🏆 And the winners are: @brent w (posBoss)​ @kevin b (Papershift)​ @Gavin 🍂 ​ @Boarlamb (Agendrix)​ @mike j Romano (Playtomic)​ Congratulations @brent w (posBoss)​ on winning a 1:1 meeting with an Intercom Product Expert + a $50 Visa gift card! 🎉 @kevin b (Papershift)​ , @Gavin 🍂​ , @Boarlamb (Agendrix)​ , and @mike j Romano (Playtomic)​ , congratulations on winning a $50 Visa gift card!🎁 Big thanks to all who took part! Make sure to keep active as more surprises are on the way! 🚀

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Use this group to network, share ideas and talk to Intercom experts

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Jana
Nathan Sudds
Top Expert ✨
Sarah H11
Employee
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Milan
Expert User ✨
User511
Graziela
Innovator ✨
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Lucía
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User1705
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Joseph S.
Super User ✨
Nachon P11
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Bar
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Tommy Mains
Pavel Kozlov
Employee
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Employee
Diana Tripac
Intercom Team
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Innovator ✨
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