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  • 579 Topics
  • 1,620 Replies
579 Topics
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darshanhiranandani24New Participant
asked in Conversations
Darshan Hiranandani : How Can We Better Track and Understand Why Users Contact Support?

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

362
megharajput
22 hours ago
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Innovator ✨
Adam WInnovator
asked in Conversations
Is there an easy way to "watch" certain conversations that remain open while they're being worked by other teams?

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

1198
Graziela
Innovator ✨
1 day ago
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ricardodavilaNew Participant
asked in Conversations
Can I integrate Voiceflow conversations into Intercom?

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?

203
Shaq Payne
Intercom Team
2 days ago
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TomWNew Participant
asked in Conversations
Am I crazy for wanting "mailto functionality" for Intercom Inbox?

I’ve tried explaining this feature request to Intercom support multiple times, and they always seem super confused about it: I want to be able to link into Intercom Inbox in a way that opens a new compose window with an arbitrary email address filled into the recipient list. (Bonus points if we can also pass in subject line.) In other words, what we’ve been able to do for 30+ years with mailto: links, but opening Intercom to do it instead of a regular email client. After quite a few back-and-forths, it ended today with Intercom support telling me that “as a CRM” Intercom doesn’t have the functionality of an email client.Really?All email sent to our company’s support address ends up in Intercom Inbox, where we can read and respond to it, just like an email client. When we want to start a new email conversation with our customers, we go to Intercom Inbox and start the conversation there, manually filling in the To field, just like an email client. (Unless you’re on the mobile app, in whi

494
T
5 days ago
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darshanhiranandani24New Participant
asked in Conversations
Darshan Hiranandani : Can I Set Up Multiple Inbound Email Addresses for Different Support Teams in Intercom?

Hi everyone,I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:france-support@company.com for the French team germany-support@company.com for the German teamCurrently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:Emails to france-support@company.com go to the French Support Team inbox in Intercom. Emails to germany-support@company.com go to the German Support Team inbox in Intercom.Does anyone have suggestions or know if this is possible? Any help would be appreciated!Thanks in advance!Regards Darshan Hiranandani

162
Lee
5 days ago
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Ian McCainNew Participant
asked in Conversations
Is there a way to always send an email notification?

I am needing a way to have the conversation transcript to always send when a conversation has either closed or has been left after a certain period of time. Is there a way to currently do this?

273
T
8 days ago
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Joseph D'souzaNew Participant
asked in Conversations
Best VOIP Integration for Intercom in 2024 ?

Could anyone suggest me the best VOIP Integration for Intercom in 2024 ?

1264
R
10 days ago
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Blue KeleherNew Participant
asked in Conversations
Can I hide closed conversations on the Mentions page?

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

1364
K
11 days ago
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Is Integrating My Website with Intercom a Good Idea for Customer Engagement?

Hi everyone,I’m Darshan Hiranandani, considering integrating Intercom with my website to enhance customer engagement, but I’m unsure if it’s the right move. Do you think Intercom is a good tool for improving customer interaction and support?I’d love to hear your thoughts or any experiences you might have with this integration.Looking forward to your suggestions! RegardsDarshan Hiranandani

213
megharajput
12 days ago
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Setting Up Multiple Inbound Email Addresses for Different Support Teams in Intercom

Hi everyone,I’m Darshan Hiranandani, need help with setting up multiple inbound email addresses in Intercom for different support teams. We have two teams, one for French-speaking clients and another for German-speaking clients, and each team has its own email address:france-support@company.com (for France) germany-support@company.com (for Germany)Currently, we forward emails sent to germany-support@company.com to Intercom's default inbound address, and everything works fine. The email creates a new chat in the German support team's inbox.However, we want the same setup for the French support team. Ideally, we want the following behavior:If a client in France sends an email to france-support@company.com, it creates a new chat in the French support team's inbox in Intercom. If a client in Germany sends an email to germany-support@company.com, it creates a new chat in the German support team's inbox in Intercom.I’m wondering if it’s possible to create separate inbound email addresses for

141
Nurit
14 days ago
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani : Best Solutions for Secure, Large File Transfer (Over 100MB) Inside Intercom for Small Teams

Hi Team,I’m Darshan Hiranandani, hope you're all doing well! We're currently facing a challenge with transferring larger-than-100MB files via Intercom, as its built-in file upload feature is limited to 100MB. For now, we’ve been using Google Drive as a workaround, but the process of manually creating and sharing folders with customers is inconvenient, and many customers struggle with accessing the Google Drive links.We also looked into SendSafely, but it seems overpriced for our needs, requiring a minimum of 15 users.I wanted to reach out and ask if anyone has found a better solution or workaround for transferring larger files securely with customers inside Intercom. Ideally, we need something that’s easy to use, secure, and cost-effective for our small team of 3.Any suggestions or tools that you are using to handle this? I’d really appreciate your input!Thanks in advance!RegardsDarshan Hiranandani

281
Shaq Payne
Intercom Team
16 days ago
godofprogrammer
godofprogrammerConnector
asked in Conversations
Should I integrate my website with Intercom to better engage customers?

I am currently handling one of my client's projects where I have to engage with the audience and customers of 3 different cities in the USA. It is more commonly about medical consultations, So I am looking for a platform where I can engage my client’s customers according to their location and plan their consultations according to customers’ location.Should I go for it or not? Will I be able to engage customers according to their locations? Is there any plan of Intercom that can sound beneficial for this specific business?

152
J
18 days ago
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Services at Bright HarborNew Participant
asked in Conversations
Can I create a conversation through the API and set the channel to SMS?

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

366
D
19 days ago
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User281Connector
asked in Conversations
Contorl CSAT option

Hello Are there any plans to expand and have more control over the CSAT survey, such as:Controlling how it is sent Deciding when to send it Adjusting the design Customizing the questions Refining the calculation method?

141
mateusz.leszkiewicz
Intercom Team
20 days ago
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Bruno MartinsNew Participant
asked in Conversations
Customized CSAT

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

853
U
20 days ago
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Jason FoxNew Participant
asked in Conversations
Fin bot initial responses too long

Hello,Is there any method or setting to have Fin provide a shorter answer initially, and give the user the option to ask for it to elaborate and provide a more detailed response? Currently, the bot is providing answers that are too long and overwhelming. Any solutions or adjustments we could make to get closer to this goal would be appreciated!Thanks,Jason

813
Graziela
Innovator ✨
26 days ago
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Emma A.New Participant
asked in Conversations
Duplicate events for API

Dear Sir / Madam, We are developing an integration with Intercom via the API and events. Recently, prob starting about 1 - 2 weeks ago, we noticed that Intercom send 3 copies of every event. We followed the guideline to send back the ok() on every event we processed, but somehow the duplicate events still come on every event. Did the guideline change? This used to work well but something seems to have changed recently. Best

151
Jacques Reynolds
Intercom Team
27 days ago
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Muntadher AlabdalyNew Participant
asked in Conversations
My WA template isn't being delivered

Hi,So I have connected WA to intercom and I got it all set and connected, I have created a template and it got verified. The issue, when I send WA template to a lead, the message doesn’t deliver correctly to the lead. I have checked with the intercom team and they are on it yet this issue took too long and we are in need for this feature in which we start the conv. with our leads.Thanks you for your help.

121
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Intercom Team
27 days ago
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ZeusNew Participant
asked in Conversations
Notification Sound File

Hi! I wanted to check in if it’s possible to get the File for the Default Notification on Intercom?Would be nice to have it, looking to so a meme with Jack Nicholson The Shining movie scene Thanks!

2593
James at Portcullis
28 days ago
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Nadia TNew Participant
asked in Conversations
Client time zone is not displayed when calling via intercom

is it possible to make or see in some place, when we call, in which time zone by code the client is? 

91
Nur Nahid
Super User ✨
28 days ago
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AndresNew Participant
asked in Conversations
HTML formatting

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

203
mateusz.leszkiewicz
Intercom Team
28 days ago
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Hoda MahmoudNew Participant
asked in Conversations
Adding a tag to the first message sent via SMS in a conversation

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it? 

121
Emilygav
Intercom Team
1 month ago
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ThaboNew Participant
asked in Conversations
Single page app: Lead conversation is not added to contact conversation

Hi We’ve configured Intercom using GTM in our SPA but we have the issue that a leads conversation history in Messenger is not appended to their contact conversation history when they log in.While logged out, in our sign in page, we use the “install” method to display the messenger and allow the lead to ask questions.Once signed in we use the ‘update’ method to push the contacts data to intercom.We also use “boot” after sign in to force the messenger to show the signed in users data (since its an SPA we don’t rely on page refresh).Based on the above should the leads conversation not be added to the contacts conversation history after sign in?It is not 100% clear to me from the documentation if this is how to actually structure these calls. Any help is greatly appreciated.Other Questions:1) Does ‘install’ method create a new visitor session every time its called? Ie if I visit the login page as a signed out visitor (calls install), then without signing in, I refresh the page, should I ge

121
Emilygav
Intercom Team
1 month ago
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Peter RobertsNew Participant
asked in Conversations
What are small teams using for secure (large) file transfer in Intercom?

Hello! I’m wondering what solutions small teams (3 intercom users) for secure, large file transfer?  Intercom seems limited to 100mb and we occasionally need to transfer larger files with customers.  Our work around is using Google Drive and manually creating and sharing a folder with customers, but this is inconvenient and many customers have trouble accessing the Google drive link. We looked at SendSafely but it’s extremely expensive requiring 15 users minimum. What solutions are you using for larger than 100mb file transfers inside of Intercom? Thank you!

301
Nur Nahid
Super User ✨
1 month ago
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Andrew R.New Participant
asked in Conversations
Intercom and Linear

Good morning everyone how are you? I see that in our conversation that you have a Linear optionCan someone help me if I can create Linear tickets in app, and if so, how? Thank you! 

121
Nur Nahid
Super User ✨
1 month ago
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