Helpdesk

Is there a way to search "full text" through the conversations? For example if I am looking for any conversations that include the word "circle" or something. I do not see much search options unless you explicitly tag something.

For every conversation, every time a customer startsa customer responds toor when a team member responds it notifies me 2-3x times in the notification view of my iPhone. This is happening to all of us in our tiny team of 5x people. We all have iOS 14.x 

I would like to send "recommendation" emails to customers following a chat to summarize the discussion to be kept as a reminder of actions to take. Each customer will have a personalized email, so the design can be a template but not the content. What would be the best way to achieve this? Can the email be created/sent from Intercom or should I connect with Mailchimp?

Need to recover an old conversation from a customer as I'm investigating a claim, this was cleared so I cannot find it. Is there a way to retrieve this?

Can you please add the ability to filter views based on "tag is not present" - I notice all of the filters don't have a "present" or "not present" option which is presenting challenges for us.

Hi all! We're attempting to set up a flow by which Users/Leads are tagged with a specific tag when a conversation with them is closed (that tag is then used to add them to a Series). I'm not seeing a rule trigger that supports this flow. Would we need to set up a custom app with the conversation.closed webhook topic? Or anyone have a good workaround for what we'd like to do, which is "when conversation closed, tag user with X"? Thanks!

Title pretty much covers it, but it would be convenient to have the Qualifications of a user available in the app. Right now it doesn't seem to be available at all in the app, and when it becomes available it should be at the top of a user record.

Redirection of conversationsHello everyone 👋 How do you disperse conversations at customer cares? 🙂  I would love to be able to create different inboxes by level of complexity 💪  🙅 Natively with Intercom it seems complicated or even impossible💡 With a custom bot that sorts, it requires asking a lot of questions to redirect👯 With one entry point and one or two customer cares that redirect all day to the right inboxes🏃 With auto tags + previous point... Does anyone have this kind of use? What did you set up?If you have other ideas as well, I’m interested in 😇  Thank you 🙏

Hey y'all, hope you're having a great weekend! :) Has anyone found a way to search by mentions other than your own? For example, if Sally handles all tour requests, I'd like to be able to search "@Sally" to pull up every time she's been mentioned. I've tried this in search, but didn't have any luck. Any advice would be so appreciated! Thank you!

Is it possible to send customer a request to rate the conversation after ticket was closed second/third time? as now it only sends automatically first time the ticket is closed

I'm trying to create an Outbound email that is sent to a specific group of customers only on the weekends. I want the message to trigger when someone emails us over the weekend. When I click on "When to send this" to add a rule, there's only "Add URL" "Time on page".  I've tag the Group that I want it to go to, but I just realized that it started sending the email without a customer first reaching out.  How do I fix this? 

Can I chat with my customers from my phone?

Hi all intercom guru, Do you know how to create Automation rule by using if " Email CC " I saw only option to use " Email To" I would like to automatic assign to my team if incoming email have "Email CC" to certain email.  Thank You for your helpLime Bear 319

I'm terrible at spelling and keep getting our customer's names wrong, which is definitely not the vibe we want to give off ;)

Hello folks!🙋 I have a question about addresses and domains! How to create other email address with default outbound address?Right now, we're using "support@xxxxxxxxx.intercom-mail.com". But we wanna use other email for a webinar or other services.Like webinar@xxxxxxxxx.intercom-mail.com, service@xxxxxxxxx.intercom-mail.com...etcIs there anyway to create those email?

what I need to know is their way  can categorize customer question based on it can do the needed matrice and easily follow it and know the necessary detail  don't tell me to use a tag because it's hard and wasting time 😁

I'm using a mix of Loom & TechSmith Capture for Mac OS. I'd love to try some other options and would appreciate any suggestions to help filter through the noise.  Free versions are great but for a wonderful feature set I'd switch to a paid plan. What is your company's support team using?

Hello, community. In the report Conversation tags, we can see "The number of tagged conversations by start date.".In my flow we allow users to return to the previous conversation and ask another question. As well as it is natural for the users to ask within one conversation about the different products and not just about 1 specific topic. Can I somehow get the report that will contain tagged conversation by the time of tagging or a report that will show tagged messages by the time of tagging? For example, I have a conversation that lasted for 3 days and is still active.1st day user asked a question that was tagged as "A"2nd day - tag "B"3rd day - tag "C" I would like to see this conversation in the report for each of the 3 days with the tags that were implied in that day. Or be able to see the number of messages that were tagged with the specific tag on a specific day. 

We are trying to figure out the engagement levels of a particular customer that reach out to, is there to find out the number of conversation a customer has had with us using export?

Hello, we currently have two FB pages connected to intercom with the "Facebook integration".Is there any way we can assign the incoming conversion to specific teams depending on what pages they come from? When a message is sent from a FB page to intercom is shows as a Facebook message but doesn't specify what page it was from or URL. In other words, we don't know what FB page it comes from and we cannot assign it to the right team on Intercom. Is there a nice way to do this?

Is it possible to send messages by just hitting enter, rather than ctrl + enter. I would rather be able to just send a message without holding two buttons, by just pressing enter. Then, if I need to add a new line, I will just press ctrl + enter to do so

i have set up multiple rules and i notice that sometimes they are not triggering, i believe the issue is if there are special arabic characters in the email. anybody else encountered this issue? potential workarounds?

Is it possible to send "notes" to a team" Im trying to send notes to a group of collaborators but I am not sure if it is possible. Thanks!

I want to use Intercom for supporting our customers via email. We have set up email forwarding. We have noticed that sometimes replies from Intercom to emails get a message added as per this screenshot. Anyway to disable this? It leads to a confusing email thread for the customer.  Also wondering if anyone has a good workflow for forwarding individual emails to Intercom. For example, where a user sends a query to the email inbox of an individual support adviser, how can we make sure this is added to intercom?

The scene is this:A customer and rep are having a convo. The customer responds and a rep doesn't respond. I want to make sure I have an SLA around "going dark". Let me know!