Inbox

Hello support, We are running into a recurring issue where intercom occasionally drops attachments. We are able to download the attachment only by going to the actual email that’s sent, but not through the intercom app itself. See attached screenshot. The file in this example was 1mb in size. We appreciate any help you can provide.  

 Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could jump in, but in practice each teammate already has a high ticket load, so constant handovers are not realistic.What’s the best practice workflow for this in Intercom?

When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?We only receive this:Thanks in advance.

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is the workflow that we are aiming at: When we need to ping someone from the team for a quick question, start side conversation and set message to selected Slack channel (this part is covered) Then find a way to easily keep track of this conversation (or any conversation that as a side conversation) within Intercom, like using Views or something similar. (This is not done!)I figured it could be done using Views filters (like when we filter conversations that have tickets, etc.), but I failed to get it working. Any thoughts, tips or tricks?

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?

I can create a tracker ticket and link user raised conversations. Can add a note that I can then copy down to all linked conversations.How could I add a comment on the tracker (parent) that actually creates that same note as an email in all the linked conversations?  

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.   

To be able to still export the covnersation that has been merged with.Currently, there’s no button above once you merged the conversation.

Hi Guys,Please is there a workflow I can implement if there is a spike in interaction that I am notified?

a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do!  Thanks! :)

Using the existing Intercom integration with Jira, I find it to be lacking in functionality.For example, a support agent reports on an issue and the agent raises a customer ticket or a tracker ticket. This action triggers an automation process that creates a bug in Jira.The important link between any support platform and Jira, is the AffectsVersion and fixVersion.I need the support agent to report in Intercom on the Affected Version, which should map to the Affects Version field in Jira.In return, once the development team assigns a fix version to the bug, I require the fixVersion field in Jira to map to a Fix Version field in the Customer or Tracker ticket.Such field doesn’t exist, so I have to create it… but I see no way to map the fixVersion Jira field to any field in Intercom tickets.Appreciate any insights on this matter - or how any of you communicate the Affects Version and Fix Version between your development work to support tic

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  Thes

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

Can I search Inbox by users phone number?

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thr

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.