Helpdesk

I implemented intercom push notification on an react native app, it only works when i’m on the app but doesn’t work when the app is on backgroundPlease how do i make it work? 

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

Whenever I try to add a new attribute, I get a red warning stating, "Items with duplicate labels cannot coexist in the same list." Though I understand the message, I'm certain there are no duplicates. Has anyone else faced this issue and can offer advice? Thanks! 

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

Is there a way in the iOS SDK to disable opening a conversations while keeping the ability to send campaigns?Specifically when user taps on campaign we wouldn’t want them to be able to start a conversation from it

Hello We want to hard close conversation the moment it was closed.We don’t want closed conversation to keep on reopening within 24 hours(min we can set)  

Hello Intercom community. We use Slack as our communication hub and have many sales, product, and onboarding team members using Slack. Most of our support team uses Intercom though. What is the best practice for us to take a conversation from Slack and turn it into an Intercom ticket/chat? We want to have our sales/product/onboarding teams create an issue from within Slack and support can work on the issue from within Intercom then follow up and close it. Ideally support would do that in Intercom and updates would be sent to Slack. We found this 3rd party solution, but we'd prefer not to have to spend any more money or install more software: https://clearfeed.ai/pricing#Integrations

Over the last couple of weeks, some of my teams are reporting that the Recent Page Views data is missing from certain leads and visitors These all seem to be from visitors using Chrome... wondering if anyone else has noticed this, and wether its a new update to Chrome that prevents tracking ?

I'm having a real issue relying on chat notifications for my support team. We have all the settings correct in Intercom and Windows to receive desktop notifications but random times it stops working, and chat will go unanswered for too long. Our team does not keep their inbox on screen all the time due to other tasks they have to perform. Any suggestions on how we can get more reliable and more noticeable notifications that will allow us to keep a first response time within a minute?

Just what the title says: Is there a way to find the ID of a data attribute without using the API?

I am trying to created a button in an email and link to the subscription opt in page. Used the link + used ID, but when testing I still end up with technical difficulties page. When checking the unsubscribe link in old email it works fine. Suggestions?

Can I set up away mode for my teammates when they are OOO?

Hello, I’ve been tasked with finding an intercom solution for a medium sized office building. Ideally what I need it to do is have two intercoms on both sides of a locked door be able to communicate with each other, as well as paging a phone group using our PBX system when no one is available at the door. Some of the products I’ve found are the Fanvil i10/i10V/i10D mini intercom systems, but I’m not sure if it’s possible to make two of those communicate with each other. I have no experience in this realm so any advice or suggestions are sincerely appreciated. Thank you very much

How long does it take to get a response from Intercom support typically? I reached out to the chat bot with an urgent issue, and it said someone would look at it within a day. It’s been over 24 hours now with 0 response. The chat tells me, helpfully, that my message is “Not seen yet.”  Is there some other way I’m supposed to get support? 

Hi, Is there a way to find the ticket type ID from the Intercom platform? I.e. not needing to use the API? I need this ticket type ID to trigger the showTicket method. I’m still quite new to the platform so apologies if I have my terminology incorrect. 

I am currently developing a Flutter-based application and have integrated Intercom to provide customer support. Our team has encountered a specific requirement where we need to offer proactive assistance to users who spend more than a minute on a particular page, potentially indicating they are facing difficulties. We identified Intercom's proactive support feature as a solution, but it requires setting up a time delay based on user navigation routes.However, we are facing challenges in implementing this within the Flutter environment. Our initial attempts involved using events to track user time on pages, but this method hasn't yielded the desired results.I am reaching out to the community for insights or suggestions on how to effectively implement this feature in Flutter. Is there a way to track the current page a user is on, along with the duration of their stay on that page, using Intercom's features or any alternative methods? Any guidance or advice on this matter would be greatly

Google Bard suggests that the presence of “X BeenThere” header, even though it’s deprecated, signals to email systems that the message is looped. Is there an effective way to tell Intercom to ignore this header and allow email through?

i’m thinking to have DeepL translation feature in intercom  just like livechat platfrom offer API for it  intercom has it ? 

Hello Intercom Community,I'm looking for insights or suggestions on how to effectively track conversations with clients who have just completed their onboarding. We use HubSpot for onboarding, and it's synced with Intercom. When onboarding is done, the status in HubSpot is updated to "done", and the end date is set.Our challenge is finding a way to filter and view these specific clients conversations in Intercom. This data is crucial for us as we're developing a new onboarding flow and need to establish baseline KPIs.Does anyone have experience or tips on how to achieve this within Intercom, or perhaps through a workaround? Any advice or examples of how you might be tracking similar data would be greatly appreciated.Thanks in advance!

Upon reviewing all customer tickets, I noticed that customers can detect when we've seen or read their messages. Is there a way to disable this notification?Thank you for any help you can provide.

iOS 17react-native@0.72.6;@intercom/intercom-react-native@5.3.1 The issue is:Open intercom conversation window and keep it open Then move app into background (not kill) Reopen mobile app in foreground Will see the header (back / close button) is gone in intercom chat window + previous messages are all gone as well  

Hi,I would like to know if there is an option to exclude specific email addresses or domains from receiving the auto-reply to incoming emails.  Greeting, Gwendolyn   

Before user log in to my app```await Intercom.loginUnidentifiedUser();await Intercom.presentMessageComposer(`I can’t login blah blah`);```After user log in to my app```if (Platform.OS === ‘ios’) {  yield Intercom.setUserHash(user.intercom_user_hash_ios) } else {  yield Intercom.setUserHash(user.intercom_user_hash_android);}yield Intercom.loginUserWithUserAttributes({ userId: user.id });```When I implemented with `setUserHash` about the end of 2023, it was transferring info without problem but now it does not transfer anymore, when the user log in to my app, the unidentified account stays with the user. Any idea why it is happening?

How can I search Fin’s content in our conversations? In instances where Fin has said something incorrect to many customers we need to quickly find all instances where Fin said a particular piece of information so we can correct.When I search the information Fin gave out it brings up no conversations, even though it’s been part of many conversations. I am copy pasting the fin content/key words from the conversations so it is accurate. Thank you for your assistance!

For the inbox canvas app:-1) Initialize is called when user chat window is opened by the teammate or when the teammate refreshes the intercom page2) submit is called when there is a interaction on the canvas app.Question :-1) Can I call initialize/submit on the inbox canvas app whenever a user replies to the conversation.2) Is there an API which I can call to refresh the inbox app