Helpdesk

Do your customers ever seem to stop receiving your messages mid conversation?

We have multiple workspaces and team members who work in both. We are also using the Balanced assignment, so if they are active they are expected to work incoming conversations. However, I noticed when setting them up in an additional workplace, if they are active in one, they are also active in another. How do I make it so they are active in one but away in the other? It's disrupting our workflow and is causing additional work 😞 Thank you!

Hi there I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

 Are there any plans to enable workload management based on channel or tag and not just team? For example, I'd like to be able to limit the number of live chat messages that my teammates receive while allowing them to still receive emails at the same time. In the above scenario one could receive an unlimited number of new emails which can be handled on the agents own time, while having a cap on chats which require the most immediate attention up front.

I'd like to customize my outgoing messages from inbox (not outbound), a header with our logo, our social media, etc. I've created a template, but I can't find a way to insert it to my outgoing mails in inbox.Has anyone solved this?

Hi, we are looking for a way to effectively search our inbox. In the article at https://www.intercom.com/help/en/articles/2553448-search-and-filter-your-conversations-in-inboxit is described that searching with keywords should be possible, but the examples always refer only to the existing filters. I have already seen that via API calls probably exactly what I mean is possible, however we would rather use the "normal" Intercom interface. In outlook there is the Advanced Query Language and in Google something similar. Does this also exist for Intercom? Thanks in advance & sunny greetings from Berlin!Michael

1. add new tag​eg. tag W30 , there are 4 tags for now, but if I type W30 directly , it will only show 3 results . I need to tap tag message first , then I can find the tag I want​2. about create new tag​In the new Inbox , I do not need to confirm, there will be a new tag, but in old version, you need to confirm first, so that our staff would not create wrong tag, but right now it is really annoying​I just tried, 5 new tags are created without any confirm, which never happened in old version​​3.the email color is all the same in new version, but you can recognize with different color in lod version,which is really helpful,please make it different​​4.the screenshot in new inbox is really small , hard to see what is said  ​ 5. about the noteYou need to tap chat or email first , then you can find note, in old version , you can find it directly 

We recently changed our operation so we no longer have a human support team available via our chat (they are email only). To field requests, we've set up the resolution bot and custom bots to handle everything possible. For the most part, it is functioning properly. However, there are conversations that will be assigned to our bot inbox, before the bot sends an answer, the conversation will be changed to "Unassigned" so it is no longer covered by the bot.  Does anyone have experience with this? It doesn't happen consistently or in any discernible pattern (such as users vs. visitors - it happens with both) where I can determine what the setting is. Thanks in advance!

Is there a way that all unassigned messages automatically route to a specific team. To be more precise automatically assigns to a team member in a team, rather than sitting in the unassigned inbox?

In MessageBird we used Fetch Variable to get data from our API and add some users' dynamic information into a Note in the conversation, is possible to do that in Intercom?

I am developing an inbox app. I need to align the image and text in one line the data table does. How can I achieve side-by-side alignment using the canvas kit?

I need to find please the best Intercom way to meet this criterias when I send an email. Thank you Please how to send emails:- to identified users and by being able to copy one of them- use a group email adress as "from"- emails appear in the inbox so that we can follow up, relaunch them- each recipient receives only one email at a time

How can I connect a bot to an existing conversation?

I've been having trouble putting together an SLA in my inbox rules to ping me at the end of the day to see if any messages haven't been responded to. Has anyone been able to make something similar or have any tips? Thanks in advanced!

Can I tag a conversation automatically if a customer’s reply contains certain keywords?

We are running 500 call a day so this new "feature" is quite a mess for us. I really need a quick solutionThanks a lot

Instead of just getting notifications for new messages in inboxes that we are a part of, my team seems to be getting notifications for every reply in the all category. It's only in the new inbox, when I switch back to the old inbox I have no issues.

Hi all, How do you deal with forwarding emails in Intercom? Do you also miss this feature in Intercom?

I needed to change the Helpcenter name, so I changed it, then the email domain changed. could you plz tell me how to change the domain?

Hello, community. As far as I know, the Intercom supports only dialogue-like communications with the users. Some support team members even told me smth like "we don't believe in off-line tickets".  However, in some situations, the only way to resolve the case properly is to move it from the "on-line chat" field into the off-line. So the whole resolution process would be not as messy as chat can be due to the user's approach to the on-line conversations. What would be the best way to create an option to move the situation to the offline field?Perhaps the intercom has some internal solutions or the community could recommend some additional solution that would integrate with the intercom? Some points that are important- the ticked is linked to the user in the intercom (agent can reach the ticked from the intercom and vice versa)- The answer to the ticked can be performed not from a single agent, but from the Tech Team, Financial Team etc- Tickets should have au

why does my billing changed so much? its 2000 per month now.

Is there a way for the new conversations to appear in the Team's inbox?

I have a question about WhatsApp.How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday    

We want to lean on tags to inform what topics/issues we should address via Help Center articles. We are trying to find a balance between not having so many tags that agents can find overwhelming but having enough that they address issues that are commonly found. What are some strategies that work to get this done?

When a customer replies to an open conversation with one of our teammates, the conversation just sits at the bottom of the teammate's inbox instead of being moved to the top. In the case pictured below, the customer responded roughly 2-3 mins ago but no time is attached to the reply so it doesn't get sorted by "Waiting Longest" and just sits at the bottom of their inbox.  On busier days, this can become an issue when a teammate loses track to conversations with replies and leaves a customer waiting longer than they need to. Anyway to have this update automatically with a time without having the teammate manually refresh their Intercom from the browser?