Helpdesk

I am creating a somewhat lengthy custom bot. Throughout the course of the conversation the user/client would be selecting 5-10 reply buttons and 3-4 customer replies.  Is there a way or an application that summarizes those selections or any client comments at the end of the conversation? Right now I have to scroll manually through all of the selections to understand the core issue.  I could use the Conversation data points, but that doesn't work with the customer replies... just the text reply buttons.

Are there plans, or any workarounds that would allow an Inbox rule to trigger a Macro instead of the current options?Assign ToClose ConversationMark as PriorityTag ConversationApply Conversation SLA For the bigger picture, based upon a user profile trigger, unless they're paying for a premium support plan, they have to utilize the Help Center for self-service support. Ideally we'd want to apply a Macro that:Provides a canned message that they should search for assistance in the Help CenterClose out the Conversation. Currently, it seems like the closest way to approximate that is two-fold:Use a rule to assign these users to a specific inboxFire the macro from that inboxIt would require the extra step of enacting the macro...but seems to be as close as we can get with the current actions available for Inbox Rules. Am I missing anything?

Hi all!  Is there a way to find the last notes I left among the conversations (open/ongoing or closed) ?  Thanks a lot in advance,

Hi, if the chat was auto closed by the system, will it trigger a survey?

Hi there, Is it somehow possible to remove the "was removed from the conversation" message sent to people who remained in the conversation? Thank you, Tom

Hi team - when we add conversation tags through the API, we can't find them in the Inbox UI. Is that possible?  Also, do tags added through the API show up in Reports? (Customer support > Conversation tags)  

Is there a way to change if a CTA button in email shows or not show depending on if user is using app?

"Failed. Click to try again" when trying to send a text reply or a note - doesn't work neither for us neither for some of our users - is there a solution? Thanks!

How do I make email templates that can be used within inbox?

The app relaunches out to the conversations dashboard when an image attachment is done. We do not allow gif etc but emotions are allowed. ​I can see the image attached in the chat if you click back in, but obviously the ux is not ideal. ​I am using a galaxy S21.​Tia

How do we open .eml attachments that are sent by a User via an email into the Inbox?

How to get grammarly to work with the intercom Inbox

Is there any way to improve the look of forwarded emails to the inbox? Intercom seems to collapse email threads and replies into each other which make it hard to interpret the flow of the inbox. Signatures, images and attachments are also difficult to read/access in plain text view via the Inbox.

I was wondering if I can embed the intercom dashboard(inbox,outbox..) in my website's ERP system.

Am I able to assign an incoming chat to a specific agent without requiring a specific tag for each agent?

I have tried Intercom's automated option. But I want a more customized and controlled way of asking customers for feedback once they have had a conversation with me. I tried using apps like Survicate, Typeform, etc. but the problem with that is, once I receive the feedback, I don't see the conversation for which I got the response.That's really odd!I would love to know if any of you have set up any customized feedback system.

Hi, party people. At the moment, I cannot find a way to set up the working station for the agent:inbox customization - setup views, teams, apps, and other stuff in the right panel "Conversation details"push notificationsI can only provide the users of my Intercom workspace with the rights to customize it themselves and provide them with the instructions. This is not the best way to manage the team. I would like to be able to set up everything for the agent (not just provide permissions for teammates as it works now). Is there a way to do that without the need of bothering the teammate?

Our support needs have evolved and I am looking to change the labels on my Inbox titles to reflect the true nature of the support needed.

Is there a way to hand off chats to a different instance of Intercom?

Hi! We have a "fire lane" inbox for critical issues, and to ensure it gets to the team even if they're off Intercom, we'd like to set up automation to ping a specific slack channel.  I'm just getting started with Zapier, hoping there was a solution available there, though it seems the available triggers are broad "new conversation" triggers, or "tag added" triggers, rather than being able to select a specific inbox or tag.  Similarly, it would be great to figure out how to use particular team inbox messages as triggers for other apps through Zapier. Any ideas are greatly appreciated!

I'm looking for a way to add COMPANY data as a note in Inbox in the right side column, so we can type a note and have it appear for anyone in that company who writes in, as a reference note. Similar to User Notes but have it for Company Notes.

Hi everyone 👋 I'm looking to do something like Stripe is doing (screen capture). Let me explain : we are currently facing a high volume in our chats. Our response time is much too high. I would like to warn our customers about that. I went on our Stripe's account which has that kind of message and I love it. Can someone explain me how to do that properly when a customer write to us to warn him? Have a great day, David 

We are having an issue with our clients responding to the email that is generated from the chat and it creating a new chat from that email. Best I can tell they are responding to the firstname.lastname@xxxx.intercom.com we can switch to it looking like our domain I see but that does not address the issue and would rather just force us to look at our email inbox as well. Is there any other customization that we can do so clients that reply by email are replying directly to the chat and not creating a new chat that we have to go and look for.

I simply want to send an automated response email to Users who have waited longer than X minutes. What's the best way to do this?

Hi there! Our team is creating a free account, in this service we don't want to give access to the online chat. The support for theses users will be only by e-mail.Is there a way to disable the chat for some users keeping the intercom logo on the screen? 👀