Helpdesk

Hello. I am aware of the option on how to select multiple conversations in a view and close them. However, we don’t wish to close all the snoozed want to close a particular type of snoozed conversations. Is there a way to apply a filter and only get the relevant type of conversations and then be able to bulk close them?  Just sorting doesn’t help when you have a few thousands snoozed conversations. 

Hi intercom team,I am a developer of CoinSavi. I'm having a problem that our app's default nexus web socket domain is blocked by ISP VN, causing users to not receive realtime chat, so I want the team to configure a separate nexus web socket domain so it won't be blocked anymore.This is error: Below is our application information- Email: team@coinsavi.com- App id: vuuorn1k

Hi guys, I'm looking for a way to integrate trustpilot into the messenger rating prompt.Ideal use case - When the user rates “Amazing” when a conversation is closed, it is automatically posted to our Trustpilot page including any comments that the user wroteor Instead of sending the Intercom rating prompt, send a Trustpilot embedded message in the messenger window, where the user can rate and provide Trustpilot feedback directly from the Intercom messenger widget.Is there something that can help achieve any of the above use cases?

Hi!Every time I close a ticket/chat on Intercom and I got a rate from a client, I’m not be able to see if the client left me a rate and a comment.Is there a possibility to get a mail or a notification on Intercom?Thank you in advance!Marzia

Hi there,  I was wondering if there is a way to snooze more than one conversation at a time as I end up with multiple tickets that need the same custom date to re-open and at the moment have to go into the conversations one by one. That takes alot of time when you have 70-90 tickets that need to be snoozed.  If it isn’t possible might I suggest it as a feature?  Thank you so much!

Does anyone know if there is a way to have an automated reply to customer emails that includes the ticket/case/conversation ID?  So, customer emails and gets an automated email back with a templated response, and the email also includes the ticket ID or case ID or conversation ID? Not fussed which ID, as long as it gives them some sort of number to reference. Thanks in advance!

Did anyone encounter an issue starting a new conversation via email because it shows an error?I received an error when I tried to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. It's quite strange. Can anyone help?  

Hey everyone,Just started implementing Intercom for our company and I’m getting stuck at the “basic steps” as it seems, maybe someone experienced the same behavior. We have two general inboxes through which our customers can contact us and I’m trying to set it so that all emails that arrive at those 2 inboxes will be visible in the Intercom for the support team. We are using Office 365, so the email provider is MS (Outlook) and the person responsible for managing our email went ahead and added the forwarding address that is provided by Intercom to Outlook settings. When I click “Verify email forwarding” I receive an email to our general address “support@companydomain.com” and right after that I receive an email from MS Outlook saying “Delivery has failed to these recipients or groups”. Also, I see an error message saying “Email forwarding is not set up. Check your forwarding settings.” under my forwarding settings. I tried the same steps for another email: info@companydomain.com and I

Hi there, I currently use Hubspot for my Customer Service department, so every time we reply to an email from Hubspot, we can see that email in the "Sent” folder in our Gmail address - I’m now setting up Intercom, since we wanted to use the AI chat, however, when I reply to emails using Intercom, those are not visible in the “Sent” folder in the Gmail address linked to Intercom - and I really need to be able to do this - does anyone know if this is possible and how to set it up?To clarify, I already was able to set up the “sender email address” - but what I want is for all emails that we send from Intercom, to be synced in our Gmail address - just like it happens with HubSpot. Thank you!

Hi,I've successfully set up the rules within the workflow, and the SAL report is functioning well, displaying misses and overall SLA performance. However, I'm encountering difficulties specifically with creating the inbox rules. Could you please offer guidance, possibly through screenshots or a video tutorial, on how to configure the inbox rules to meet all three conditions? 

We are new to Intercom and and looking to better integrate our inbound and outbound phone calls and meeting data into Intercom.  Our goal is when someone calls into our support line that the call is transcribed and then logged into Intercom as an event with the transcription text. We are currently looking for a new phone call system like Aircall, etc.  It seems that integrations exist to do things like initiate a call from intercom and to bring up customer’s records in Intercom when someone calls in, and even log an event in intercom and have a link to the call recordings, but I don’t see any solution that leverages automatically logging a call transcription text into intercom that which would be more helpful than having to go into a call event and click on a link to listen to a call recording. The same concept would be great for when we have a zoom meeting with a client.  Those meetings are already recorded and transcribed in our Zoom account but it would be nice if those were automat

Hi all,Does anyone know if there is any way that we can turn off the “Share your reply time” feature on the home page & pre-assignment to a team?

Hello! I would love some information on how you guys best support users across multiple time zones, I am currently facing a big issue that Intercom says is ‘expected behaviour’, how do you get around this?About us.We have support teams in 3 countries, we have 3 teams set up with 3 different office hours. Our assignment rules work to make sure each conversation is assigned to the right team. Magic right?  There’s 1 HUGE problem. The home screen of Intercom, where it says our office hours (‘We’ll be back later today’), will only ever pull the default office hours, which is set to the UK.This means that for 6 hours when our Japan team are online, all of our Japanese users see a message that tells them we are offline. The same happens at the other end of the day, when our UK team logs off, our US users see a message to say we will be back tomorrow, even though we have a team online waiting to help them. This is happening for logged-in users, so we know their details, language and time zone

Hey guys,Is there any option to have the 'Enter' key to send a chat reply? Or is it a feature request?Thanks

We have a Jira board for a specific type of ticket internally. We would like to shift to Linked Tickets, but Linked Tickets only has In Progress and Waiting on Customer statuses. We need to mark tickets with more statuses depending on which stakeholder it is pending on. Custom statuses or tags on tickets can help solve for this. Is there any way to implement these now? 

Hi,I hope you are well.I'm currently setting up Intercom for our business and I would like to establish two separate support teams, each consisting of specific members who can answer any questions our customers might have. The two teams will be Sales Support and Order Support. What we want is for both teams to appear when a customer requests to chat with a representative, and for the conversation to be directed to the appropriate team. How can I set this up?I've been searching the web extensively but I haven't been able to figure it out. I would greatly appreciate your help. As a token of my gratitude, I'm more than happy to treat you to a coffee.

so after adding the library I get this error while building project, how to fix that?i don’t have exoplayer on my project, i even tried to add that, but nothing really changed FAILURE: Build completed with 8 failures.1: Task failed with an exception.-----------* What went wrong:Execution failed for task ':app:mapProductionDebugSourceSetPaths'.> Could not resolve all files for configuration ':app:productionDebugRuntimeClasspath'.   > Failed to transform exoplayer-2.19.0.aar (com.google.android.exoplayer:exoplayer:2.19.0) to match attributes {artifactType=android-res, org.gradle.category=library, org.gradle.dependency.bundling=external, org.gradle.libraryelements=aar, org.gradle.status=release, org.gradle.usage=java-runtime}.      > Could not find exoplayer-2.19.0.aar (com.google.android.exoplayer:exoplayer:2.19.0).        Searched in the following locations:            https://dl.google.com/dl/android/maven2/com/google/android/exoplayer/exoplayer/2.19.0/exoplayer-2.19.0.aar   &

we are also seeing this issue on the latest React native version. "react-native": "0.72.4",or     "react-native": "0.71.4","@intercom/intercom-react-native": "^5.2.0",maybe i’m doing some wrong thing, but when login user I got the details about it and do such a code: useEffect(() => { if (user) { Intercom.setUserHash(user?.uuid).then(() => { Intercom.loginUserWithUserAttributes({ email: user?.email, userId: user?.uuid, languageOverride: 'en', signedUpAt: Date.now(), unsubscribedFromEmails: false, }); }); } }, [user]);also tried without setUserHash and only with email and uuid.  this is the stack:  Exception '-[NSNull code]: unrecognized selector sent to instance 0x1bbb347d8' was thrown while invoking loginUserWithUserAttributes on target IntercomModule with params ( { email = "daria.xxxxx@buildbook.co"; languageOverride = en; signedUpAt = 1693481234436; unsubscribedFromE

When I snoozed a conversation, Fin always opens it back before the ddl and somtimes, it opened the conversation after I just closed it. I do appreciate if anyone could give some advice. 

I have 16,000 conversations which originated from emails being forwarded to Intercom. I’m looking for an easy way of closing all these messages. I’ve tried creating a workflow to close messages, but this seems to only apply to new messages coming in, and is not retrospective.Due to the large number of messages, it’s not practical to hover and highlight or click them one by one.

When using Intercom, I have often seen the icons of my teammates who are viewing the live chat conversation with a customer. However, this has since disappeared and I am not sure why. 

Hello! Looking for a bit of advice. Our team has a lower inbox volume (around 40 a day) and the inbox is usually 60% email and 40% chat. At the moment, any messages that come in we close after our response and only snooze conversations that need a follow up at a later time. This has helped us keep a clean inbox that is easy to see what conversations need to be attended to. However, this causes some problems when we want to track CSAT and time to close, so we are looking to change how we are working in Intercom. I know there are automations you can set up that will automatically respond to chats if they customer has not followed ups but I am more concerned that we will have tons of emails re-opening that will create more work for us manually to follow up with customers since emails are our main channel for conversations. As well, if I do set an auto-reply when a conversation re-opens - what is there are conversations that shouldn’t get that auto-reply. Do you tag them a specific way? Cu

Hello everyone, we are configuring our inbox rule in the Intercom and want to implement the following:1.When the ticket is created, if there is still no first response for 5 minutes, then the agent will be alerted (pop-up notifications or sent an email).2.If a ticket remains unresolved for 4h, the Leader will be alerted (pop-up notifications or sent an email). But we are now experiencing some blocking and we don't know how to pop up a notificatoin or send an email through the workflow or inbox rule. Any recommendations? Thank you! 

My team sent a lot of outbound messages to customers via the inbox that we want a customer to reply to.Currently, as part of the macros we use, we set the conversation to closed when sending the message even though we want a response.I am trying to understand what the impact of closing this conversation versus leaving it open/snoozed? Does it display differently to the customer at all?

Has anyone found a simple solution to create an embeddable form for Intercom rather than build one ourselves?We like using all the functionality of intercom but prefer not to use the messenger as a form and just have a standard one instead. Or link out to one. Thanks!