Inbox

Intercom's blazingly fast next-gen Inbox

  • 346 Topics
  • 998 Replies

346 Topics

C
Customer MNew Participant
asked in Inbox

Conversation reports

Is there any way to see which pages the customers most starts news conversations via messenger? I did not find this information in the custom reports.

2
C
2 days ago
Z
ZviaNew Participant
asked in Inbox

Can I merge conversations?

Hi, Is there an option to merge tickets? I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

35
U
2 days ago
S
Simay
asked in Inbox

How can we fix not getting notifications for certain conversations/emails assigned to the unassigned inbox?

Hey there, 👋  We are 18 members in our team and none of us are getting sound notifications when we get live chats from certain people (for example, when we receive chats from our company team members) and definitely not getting sound notifications when we receive emails to our unassigned inbox. All our notification preferences are set correctly, please see the screenshot below. And all other inbox notifications work well.  All of us are using the Chrome browser on Mac computers, and browser notifications are allowed. Tried chatting with live support to solve it, but the solutions offered weren't helpful (clear cache and set a rule to auto-assign everything to a different inbox (not ideal, we can't use)). We are sometimes missing our SLA's because we miss some of these emails we receive, and it's becoming more and more disturbing every day. What can we do to fix this? We just want to get normal notifications for everything we get. Thank you.  

7
D
6 days ago
I
Inter C12New Participant
asked in Inbox

Why can't I hear the notification sounds?

I have browser notifications turned on for Intercom, but I don't hear the notification sound/noise. What's going on?

2
D
7 days ago
B
Bri DNew Participant
asked in Inbox

Snooze more than one conversation

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!

1
Racheal
9 days ago
C
Coach KNew Participant
asked in Inbox

Question about applying SLA Inbox Rules to Tickets

I’m trying to sort out our Inbox Rules to apply a separate SLA to the tickets that come in.  We currently have an Inbox Rule that applies an SLA to incoming conversations.  However, if that incoming conversation is tagged a certain way and becomes a ticket, we want a different SLA to be applied.  I’ve tried a few variations, but the SLA for incoming conversations is always being applied to the Ticket conversations.  We use tickets for one purpose: to provide cancelations/refunds. For example, we have tags automatically applied--this works: We then have these two Inbox Rules:This one doesn’t seem to work:This one works every time:I know I’m likely missing something in the logic--I just want one contact type to have SLA 1 and another contact type to have SLA 2. Thanks--

2
C
15 days ago
E
Eric A
asked in Inbox

How to best set up teams and inbox rules for a 24/7 support team (B2B SaaS)?

Hi there, we have used intercom for years and need to re-strategize our support structure. We've grown a lot lately and now there are 15 of us in the queue (3 at a time) mainly working out of the "all" queue and sorting by waiting longest. We have two teams in Asia, and one in South America and we have 24/7 support. We're a B2B software product. Users are in our product much of the day and leads are handled outside of intercom.  Goals: Less unique support reps on tickets (currently too many people having to go back and read through comments and ask repeat questions)Keep response time the same or improve response time (15 median first, 5 minute median, 30 min average response time)Provide our higher paying clients faster support. Ex. if there is a case for a lower paying client which came in before a higher paying client, and none of them have a response yet, we'd want to work the case for the higher paying client first. Before we start building this, I'd love

1
R
16 days ago
K
karol tNew Participant
asked in Inbox

Using conversation attribute in macro.

Hey!Is there a possibility for macros to use values set in custom conversation attribute?I have some extra information that I store in custom attribute but I see no way of using it in the macro.

1
Jennifer K
16 days ago
G
Gvantsa ArevadzeNew Participant
asked in Inbox

social sign in options

Hello,does intercom have a feature, where a customer opens messenger to text you and asks whether they want to text you as a guest or use facebook messenger? like that:if yes, how?  

1
Racheal
16 days ago
U
User1367
asked in Inbox

Is there a way to revert back to the old inbox?

Is there a way to revert back to the old inbox?

4
Racheal
16 days ago
N
NabilahNew Participant
asked in Inbox

Error 401 Unauthorized when request eagle token

Hi, I am building an integration inbox app. When I tried to get the access token / eagle token without authorization, and always got error 401. I see inside the documentation that there is no explain what kind of authorization that we can use to get the access token. I’ve ever tried using Authorization :  Bearer using the code that we got and Basic method using the client_id and client_secret. But I still got error. Please help, what should I do. Thank you. 

1
Jacob Cox
18 days ago
W
Will PNew Participant
asked in Inbox

What ways are your surfacing Onboarding data to your Support Teams?

Hi there! I’d love to hear how others in the community are surfacing all things onboarding data to their Support Teams who answer requests through Messenger! We use Messenger as our primary support channel today and I’m looking for inspiration to see what types of data, tags, views, automation, you name it people are finding value in today.  This was spurred by the fact that we’re implementing a brand new onboarding platform (GuideCX) and have a nice little integration w/ Intercom setup through Workato.

3
W
20 days ago
J
Jonathan BlackburnNew Participant
asked in Inbox

Trustpilot x Intercom integration

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?

1
Kevin Bendixen
20 days ago
P
PascalineNew Participant
asked in Inbox

Hello ! Is there now an option to merge tickets ?

I have two different tickets that are basically on the same issue and I wanted to merge both of them into one. Is the feature developed or will it be developed soon?  It's an important feature for us. Thanks

5
J
21 days ago
E
Erinea RavasioNew Participant
asked in Inbox

Different priorities

Is there a way to have different priorities?E.g.: Normal priority and VIP priority?

1
Milan
22 days ago
N
NancyNew Participant
asked in Inbox

Inbox Rules Log

I have set up some rules that send notifications to specific Slack channels that we use internally, when a conversation has not received a reply within a set time period. I found these rules Paused this morning, where I had set them live myself (and notifications were working). Does anyone know if there is a log of user actions on Inbox rules that would help me figure out which one of my team did this? 

1
Racheal
23 days ago
S
ShahzadNew Participant
asked in Inbox

Inbox Rule

Hi all, I’ve a scenario, we have 1000 customers and those customers are divided into 10 people/group, so I’m looking for a rule which can automate the process of assigning the chats to correct person/group. For example, If someone from pool 1(100 customers) starts a chat it should land into a specific team. So I’m looking for attributes which can help setup this in bulk. Currently, I can apply a condition where company name is X or companyID is X then it lands into specific team, however, it won’t let me add all of them in one go by separating them with comma or ; or anything else. Any help would be massively appreciated, thank you!

1
Jacob Cox
24 days ago
P
Phan MyNew Participant
asked in Inbox

Workflow

If I’m on paid plan and I can use Workflow feature limit, so I would like to know that whether Intercom limits the number of rules or triggers I set live?

1
Jacob Cox
26 days ago
A
AsselNew Participant
asked in Inbox

Close Old Multiple Open Conversations

Hello All, We have open conversations that are two years old and looks like the inbox rule can help only with future conversations. We are looking for something that will let us close old open conversations. If you had the same situation, please let me know how you handled it. Thank you!

2
A
28 days ago
A
AsselNew Participant
asked in Inbox

Close Multiple Open Conversations

Hi all,I’m looking for a way to mass close open conversations. For example, close 1 week or older open conversations. If it’s possible, please share how can I do it. Thank you!  

5
Nathan Sudds
29 days ago
L
Laura DNew Participant
asked in Inbox

Start a Conversation - Email Only

My team sometimes starts a conversation to send an outbound email to a client to follow-up. When doing so, multiple iterations of the contact will show up sometimes when typing in the email address. Some iterations will only send a chat and others will send an email. If the outbound message goes out as a chat, the client will only see if they log back into our site and the chat pops up. The email after 3 minutes does not trigger. Is there any way to prevent this from happening? Either by disabling the ability to start a new conversation through chat, or to trigger the outbound chat to go to their email? 

2
L
1 month ago
G
Golf Genius AccountingNew Participant
asked in Inbox

Workspace Functionality for Sensitive Data

We currently have a use case where certain data that comes into our Intercom Workspace via a single channel (ie a certain email address forward) needs to be kept secure/ private.  These tickets specifically relate to financial customer information and simply need to be routed to a single user in our Workspace for triage.  No other user should be able to see the information in these tickets, only generic stats.  In addition, this User is often assigned tickets within our Workspace from other users and/or via chat with answers to more benign questions like how can I access my bill, can you send me a W9, etc? What is the best way to set up this flow/ user?  Do we need an additional workspace or can we achieve the above in our current workspace?

1
Racheal
1 month ago
K
Kieran WNew Participant
asked in Inbox

Canvas kit buttons appear as grey in chat window

Buttons on canvas objects in chat window appear light grey regardless of style. Makes it hard to read and gives the impression its disabled. Primary buttons should appear with a blue background. 

3
K
1 month ago
A
Aaron LifshinNew Participant
asked in Inbox

Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

3
Nathan Sudds
1 month ago
R
Riri
asked in Inbox

Can I merge conversations?

 Is there an option to merge tickets?  I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

3
K
1 month ago
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