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  • 481 Topics
  • 1,369 Replies

481 Topics

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Helga KrugerNew Participant
asked in Conversations

Exporting data and attachments

How can conversation data, along with bulk attachments, be exported from the Help Desk?

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Nathan Sudds
Expert User
6 hours ago
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Craig TitheringtonNew Participant
asked in Conversations

Auto notify users on conversations via notes in automation / workflow

Anyone found a way of auto notifying a “user” in the system via a note in a conversation for customers they may care about.  We have the odd use-case where specific types of conversations or companies/users are of interest to users, but I have not been able to add users to automation workflow.EG. Keywords are of interest to a particular user and we let them know automatically via tags?Use Case below, I tested using Owner Name from Salesforce (via native and ETL source) and @mentions do not work.  

2
Nathan Sudds
Expert User
7 hours ago
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InnocentNew Participant
asked in Conversations

AI customers' feedback and suggestion collection

Hi there! Could you please advise, if there is an AI tool or app that automatically scans Intercom conversations and collect the customer’s feedback, wishes, suggestions?

2
I
16 hours ago
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Alejandro NarmonaNew Participant
asked in Conversations

Trigger custom action when creates a new conversation from Intercom

Hi, i want to trigger a custom action when we are creating a new conversation from Intercom on this screen. Once we fill the email, we’d like to trigger a custom action and retrieve data from our API. We already are using that custom action on workflows. Is it possible. In the available actions, there isn’t the option “Trigger custom action” for this screen.  

1
C
21 hours ago
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sebastian24381New Participant
asked in Conversations

History of notes from one software to Intercom

 Hello,we did’t start with Intercom yet. Currently our agents insert some note after having a call with our customers, like a short summary.So they write some sentences in a memo field and this will be saved in our Software. If we start in intercom we need to transfer this "history" of notes. Maybe someone can help us with the following questions:1.) How do we go about transferring these notes into Intercom? 2.) Where can we display such information in Intercom so that our agents can reproduce notes of the past? Here is a screen of notes in our current software: We would like to transfer such information in a section of this right section. Where can we arrange the notes?  Maybe someone can help us. Many thanks, Sebastian  

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C
22 hours ago
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ViratNew Participant
posted in Conversations

Why is my Inbox app throwing a generic error message on the conversation sidebar?

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

11
W
2 days ago
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Mitali SaxenaNew Participant
asked in Conversations

Assignee Name

Is there a way to show the name of agent to whom chat is assigned on messenger?

5
Nathan Sudds
Expert User
3 days ago
D
Deniz OguzNew Participant
asked in Conversations

What features does intercom have to make communication more accessible for individuals with disabilities using assistive technology?

 Assistive technology can make communication more accessible for individuals with disabilities who want to use digital messaging. Some examples below: Text-to-Speech (TTS) Software Speech Recognition Software Braille Displays Accessible Messaging Apps Predictive Text and Auto-Correct Audio messaging supportAre there any of the above examples or possibly anything else that Intercom has which can benefit users of assistive technology? 

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mateusz.leszkiewicz
4 days ago
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Leo MayNew Participant
asked in Conversations

Hyperlinks in conversations sent via email are not opening

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

4
Jacob Cox
6 days ago
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User2149Connector
asked in Conversations

Is there already a timeline on the merging conversations feature?

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

7
A
8 days ago
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Aaron LifshinNew Participant
asked in Conversations

Add BCC to intercom email

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

11
A
9 days ago
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Matías GuerreroNew Participant
asked in Conversations

Hide specific conversation from messenger

 I want to build a specific interface for a specific AI bot, only accesible from a specific screen. Because it's a mvp I don't want these chats to appear in the side messenger from support, nor receive push notifications when AI replies.Still I don’t find the way to do this so I thought maybe the API has a hacky way to achieve this, such as message through a hidden or archived a conversation.thanks

1
mateusz.leszkiewicz
10 days ago
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Landon VNew Participant
asked in Conversations

Is there a way to send an automated custom message when my rule closes a conversation automatically.

I have a rule that closes conversations after 5 minutes of inactivity from my customer however I also want to send a custom automated message when this happens such as "Because you irresponsive for 5 minutes I had to close the conversation however you can reopen this conversation at any point after reading". Does this feature exist? Thanks

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Jacob Cox
12 days ago
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Sheena MilesNew Participant
asked in Conversations

Conversations Search code not returning any values

I am trying to pull all of our poorly rated conversations to then analyze the data and understand where we have gaps. I’m using the API with the code below: {"query": {"operator": "AND","value": [{"field": "conversation_rating.score","operator": "<","value": 3}]}}However, it doesn’t return any values (posting the returned code as well). I know the conversations are there, because when I retrieve them 1x1 I can see them, but this doesn’t provide me anything. Can anyone see anything glaringly wrong? I’m using the 2.10 API. Headers are also below.{"type": "conversation.list","pages": {"type": "pages","page": 1,"per_page": 150,"total_pages": 0},"total_count": 0,"conversations": []}  

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Jacob Cox
13 days ago
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Natasha GazvodaNew Participant
asked in Conversations

[BUG] Attachment files issue

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

2
A
14 days ago
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tvieiraNew Participant
asked in Conversations

Can I split a conversation into different issues?

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1. 

2
T
17 days ago
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Nicole MearsNew Participant
asked in Conversations

Exporting Intercom Conversations in JSON to Amazon S3

If I export my Intercom conversations as JSON to Amazon S3, will the export include all my conversation content (specifically the full text of conversations between my agents and visitors)? Or will it provide the same conversation data that is available on Reports > Data Exports > Tickets > Conversations?

1
bernice
18 days ago
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Harsh ChaudharyNew Participant
asked in Conversations

How to stop automatic assignment to teammate after reply to conversation?

Emails via a workflow come to my Team. These emails are not assigned to any teammate. When replies are sent to these emails, they get automatically assigned to a teammate. I want to stop this automatic assignment on reply. I want the conversation to remain only assigned to the Team not to any teammate. How can I achieve this?

1
bernice
18 days ago
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Isamara MoraisNew Participant
asked in Conversations

Outbound Messages

How can I create a template or macro for outbout messages? Not inbound. 

1
Jacob Cox
19 days ago
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jonathanNew Participant
asked in Conversations

There isn't an option on inbox rules to make sure an incoming email is "not spam"?

Our website enquiry form is sent over to intercom as an email however Intercom is flagging 100% of these emails as spam. No rules seem to override this, even if we set successfully filters to tag the email, assign it to a team etc, the email still goes to spam. We NEED the ability to set a filter to NOT set it as spam as we know it's not. Standard option in a normal email client like Gmail. Lacking control of spam filtering in Intercom, no options to control. Too basic. (+ The add topic option on this form to submit question does not work BTW)

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Jacob Cox
20 days ago
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StuartKNew Participant
asked in Conversations

Tracking content showcase clicks

I’m trying to figure out how I track clicks in the content showcase app. It seems from this article: https://www.intercom.com/help/en/articles/5652381-conversational-support-report that those clicks are not calculated in the report. However understanding the helpfulness of that content warrants some level of tracking.  How can this be done? I can’t imagine it’s not tracked at all.I’m also worried if it’s not tracked it may add to the “Unserved, stopped seeking support” number. Does anyone know if that is true?

2
S
22 days ago
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LilyWilliams09New Participant
asked in Conversations

Closed Conversations

Is there a way to see who closed a conversation? When looking at employees Intercoms it shows the conversation was closed but does not list who closed it. 

1
aykut.aydin
23 days ago
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Rachel MoodyNew Participant
asked in Conversations

Possible to add Conversation Id to email subject? Or otherwise associate email replies with existing Salesforce cases?

Hi! We’re trying to resolve an inconvenience in our Salesforce org where if a customer replies to an Intercom conversation via email, their response creates a new case in Salesforce instead of getting added to the existing case. I could set up a flow in Salesforce to associate these new email responses to their existing case if we could get the conversation Id into the email subject. Is there a way to do this? Or has anyone else found a better way to tackle this in Intercom/Salesforce? 

1
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23 days ago
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Caroline CarpenterNew Participant
asked in Conversations

Messages from partner using Gmail keep going to spam, despite being marked Not Spam multiple times

A partner company uses a Gmail address to contact us, and those messages have been routed to our Intercom spam folder, despite being marked Not Spam multiple times. How can we prevent this and ensure their messages are seen by our team?

1
bernice
24 days ago
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Anton van den BergNew Participant
asked in Conversations

How to disable sending messages for an email domain but whitelist some specific emails?

Hi all!I’m trying to achieve the following situation regarding users being able to send messages via intercom: Let users start a a conversationMatch all:email does not contain @doe.com EXCEPT john@doe.com & an@doe.com.  We have multiple customers with multiple domains, but only for this specific domain we want to block it for all users except a few so that they are the only ones that can talk with out support. Who can offer me some advice? Thanks in advance! 

3
Jacob Cox
25 days ago
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