Inbox

Intercom's blazingly fast next-gen Inbox

  • 387 Topics
  • 1,085 Replies

387 Topics

L
Lex
asked in Inbox

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning?

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...

2
D
9 hours ago
R
Rachel D
posted in Inbox

Hey guys,

Hey guys,Is there any option to have the 'Enter' key to send a chat reply? Or is it a feature request?Thanks

13
S
2 days ago
M
MaximVNew Participant
asked in Inbox

Email forwarding verification

Hey everyone,Just started implementing Intercom for our company and I’m getting stuck at the “basic steps” as it seems, maybe someone experienced the same behavior. We have two general inboxes through which our customers can contact us and I’m trying to set it so that all emails that arrive at those 2 inboxes will be visible in the Intercom for the support team. We are using Office 365, so the email provider is MS (Outlook) and the person responsible for managing our email went ahead and added the forwarding address that is provided by Intercom to Outlook settings. When I click “Verify email forwarding” I receive an email to our general address “support@companydomain.com” and right after that I receive an email from MS Outlook saying “Delivery has failed to these recipients or groups”. Also, I see an error message saying “Email forwarding is not set up. Check your forwarding settings.” under my forwarding settings. I tried the same steps for another email: info@companydomain.com and I

3
D
2 days ago
P
Product TeamNew Participant
asked in Inbox

More Ticket Statuses

We have a Jira board for a specific type of ticket internally. We would like to shift to Linked Tickets, but Linked Tickets only has In Progress and Waiting on Customer statuses. We need to mark tickets with more statuses depending on which stakeholder it is pending on. Custom statuses or tags on tickets can help solve for this. Is there any way to implement these now? 

1
Larissa Alberti
2 days ago
S
Stefan PiontkowskiNew Participant
asked in Inbox

Help Please - How to set up a customer Journey when chat

Hi,I hope you are well.I'm currently setting up Intercom for our business and I would like to establish two separate support teams, each consisting of specific members who can answer any questions our customers might have. The two teams will be Sales Support and Order Support. What we want is for both teams to appear when a customer requests to chat with a representative, and for the conversation to be directed to the appropriate team. How can I set this up?I've been searching the web extensively but I haven't been able to figure it out. I would greatly appreciate your help. As a token of my gratitude, I'm more than happy to treat you to a coffee.

1
Racheal
3 days ago
D
DianaNew Participant
asked in Inbox

Sync Company data attribute with People data attribute

I have a data attribute (csm_email) coming in from Salesforce to Company Data. That data needs to appear in the User (People) data also for NPS survey reasons. Is there a way to get a Company Detail attribute to sync to a People Data attribute field? I tried using Qualification Data for this but I think that can only happen if the Agent manually edits Qualification Data and I want this to be automatic. Thank you.

2
D
3 days ago
C
ChaneyNew Participant
asked in Inbox

Fin keeps opening my conversation

When I snoozed a conversation, Fin always opens it back before the ddl and somtimes, it opened the conversation after I just closed it. I do appreciate if anyone could give some advice. 

1
Larissa Alberti
9 days ago
M
MoiAussieNew Participant
asked in Inbox

Forwarding an email externally and removing it completely from Intercom

I can see how to forward emails out of Intercom. But how can I make sure that when the conversation continues externally, then I don’t get sent all the conversations into Intercom?

2
M
10 days ago
A
AndyNew Participant
asked in Inbox

How to bulk close thousands of conversations in the inbox?

I have 16,000 conversations which originated from emails being forwarded to Intercom. I’m looking for an easy way of closing all these messages. I’ve tried creating a workflow to close messages, but this seems to only apply to new messages coming in, and is not retrospective.Due to the large number of messages, it’s not practical to hover and highlight or click them one by one.

1
Racheal
10 days ago
E
EmilyNew Participant
asked in Inbox

Why can I no longer see my teammates who are viewing the conversation?

When using Intercom, I have often seen the icons of my teammates who are viewing the live chat conversation with a customer. However, this has since disappeared and I am not sure why. 

2
E
15 days ago
A
AmberNew Participant
asked in Inbox

How to manage conversations re-opening without overwhelming the Inbox

Hello! Looking for a bit of advice. Our team has a lower inbox volume (around 40 a day) and the inbox is usually 60% email and 40% chat. At the moment, any messages that come in we close after our response and only snooze conversations that need a follow up at a later time. This has helped us keep a clean inbox that is easy to see what conversations need to be attended to. However, this causes some problems when we want to track CSAT and time to close, so we are looking to change how we are working in Intercom. I know there are automations you can set up that will automatically respond to chats if they customer has not followed ups but I am more concerned that we will have tons of emails re-opening that will create more work for us manually to follow up with customers since emails are our main channel for conversations. As well, if I do set an auto-reply when a conversation re-opens - what is there are conversations that shouldn’t get that auto-reply. Do you tag them a specific way? Cu

5
Landon Bennett
15 days ago
C
CoinSavi TeamNew Participant
posted in Inbox

Need support configuring a nexus websocket because it is blocked by ISP VN

Hi intercom team,I am a developer of CoinSavi. I'm having a problem that our app's default nexus web socket domain is blocked by ISP VN, causing users to not receive realtime chat, so I want the team to configure a separate nexus web socket domain so it won't be blocked anymore.This is error: Below is our application information- Email: team@coinsavi.com- App id: vuuorn1k

0
C
16 days ago
M
Monica WangNew Participant
asked in Inbox

Is it possible to actively trigger a notification popup or email?

Hello everyone, we are configuring our inbox rule in the Intercom and want to implement the following:1.When the ticket is created, if there is still no first response for 5 minutes, then the agent will be alerted (pop-up notifications or sent an email).2.If a ticket remains unresolved for 4h, the Leader will be alerted (pop-up notifications or sent an email). But we are now experiencing some blocking and we don't know how to pop up a notificatoin or send an email through the workflow or inbox rule. Any recommendations? Thank you! 

2
M
20 days ago
B
Ben S11Connector
asked in Inbox

Do closed conversations appear different to open/snoozed conversations?

My team sent a lot of outbound messages to customers via the inbox that we want a customer to reply to.Currently, as part of the macros we use, we set the conversation to closed when sending the message even though we want a response.I am trying to understand what the impact of closing this conversation versus leaving it open/snoozed? Does it display differently to the customer at all?

1
Larissa Alberti
22 days ago
S
sujaISNew Participant
asked in Inbox

An error occurred while loading your conversations

Hi all, First time on the community. Hope this is the right place to ask this question.Has anyone come across the following message, when trying to access their inbox?“An error occurred while loading your conversations”  Any help would be appreciated. My team’s currently unable to access any of the waiting messages!Cheers,Suja

3
S
23 days ago
Z
ZeusNew Participant
asked in Inbox

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!

2
Nathan Sudds
Super User
24 days ago
M
Murat MutluNew Participant
asked in Inbox

Embeddable form?

Has anyone found a simple solution to create an embeddable form for Intercom rather than build one ourselves?We like using all the functionality of intercom but prefer not to use the messenger as a form and just have a standard one instead. Or link out to one. Thanks!

1
Nathan Sudds
Super User
24 days ago
Marisol Lince Ahlgren
Marisol Lince AhlgrenNew Participant
asked in Inbox

Error loading macros.

Hi, I am always getting the following messageThere was an error loading macros. Please try again later. The error occurred after I created several Macros. I've been waiting all afternoon. Would you happen to know how long you have to wait? Do you know if I have to contact support?

1
Jacob Cox
25 days ago
Z
Zac HermanNew Participant
asked in Inbox

looping in support places conversation in my name instead of customer's

When I receive a support email from a customer, I would like to respond the customers inquiry while also cc’ing the support email that goes to our intercom team inbox for visibility. This is working, however every time I do this the conversation goes in my name instead of only the customer’s. Looking for some ideas here on how to make sure my name is not placed in the conversation field. As you can see from the email below, it is treating me like a lead even though I have an account in intercom with the email address I replied from.   

2
Z
27 days ago
R
Rui ZhangNew Participant
asked in Inbox

Create and update conversation attributes through API

Wonder if we can support conversation attributes creation and update through API. At the same time, can we remove the limit of 250 options for conversation attributes?

1
Racheal
28 days ago
J
Jim MarshallNew Participant
asked in Inbox

Phone Call Transcription Logging

We are new to Intercom and and looking to better integrate our inbound and outbound phone calls and meeting data into Intercom.  Our goal is when someone calls into our support line that the call is transcribed and then logged into Intercom as an event with the transcription text. We are currently looking for a new phone call system like Aircall, etc.  It seems that integrations exist to do things like initiate a call from intercom and to bring up customer’s records in Intercom when someone calls in, and even log an event in intercom and have a link to the call recordings, but I don’t see any solution that leverages automatically logging a call transcription text into intercom that which would be more helpful than having to go into a call event and click on a link to listen to a call recording. The same concept would be great for when we have a zoom meeting with a client.  Those meetings are already recorded and transcribed in our Zoom account but it would be nice if those were automat

1
Racheal
28 days ago
R
RebeccaNew Participant
posted in Inbox

Ability to customize the default snooze time

Need ability to set a custom snooze time - or at least for there to be a default 24h option.It doesn’t make sense to be unable to customize the default snooze time for your team. As an example, we want to automate following up and closing conversations where the customer has been inactive for 24 hours & none of the default options work with this rule. I know this has been raised before but I wanted to repost.Here is why the other default snooze options don’t apply to this case:Snoozing til tomorrow at 9am omits too many conversations from this ruleSnoozing until monday doesn’t make sense on SundaysSnoozing for 7 days is not something we want to make a general practice with the team because conversations can’t be rated after they’re snoozed for 7 days.  

0
R
28 days ago
C
Christopher JacobsNew Participant
asked in Inbox

2 separate emails merged to 1 conversation

We had a situation where an email was sent inbound to our support email. It included 2 parties. From - original sender CC - 1 person To - our support Client wrote 1 e-mail which arrived. Then client wrote a second email with the same From and CC, but the subject line was different. It seems that what happened was the client created 2 separate e-mails and they merged into 1 conversation. Is there any specific use-case where this can happen? Or is this a bug of sorts? I sent this to intercom support, but also curious if I am missing the reason why something like this could have happened. 

1
Larissa Alberti
29 days ago
R
Rob GalvinNew Participant
asked in Inbox

Is the "News" feature searchable?

I find it odd that the “news” feature is not searchable.Does anyone know if search can be enabled for “news”.As someone who is evaluating using Intercom for our SaaS product, I had a hard time finding the Intercom news Public site: https://www.intercom.com/changes/enWhere I am unable to search or click on certain tags to filter the list of news by category.

1
Jacob Cox
1 month ago
A
Adolfo M12New Participant
asked in Inbox

Inbox view excluding tickets

I would like to visualize only conversations in my team’s Inbox.  Is there a way to create a custom view that excludes tickets?

2
A
1 month ago
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