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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.  

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

Hello,I’ve created a tag that I can put in Lead tags for a conversation, but it will find nothing in the search. I looked for answers and the only one I could find is that it would take up to 36 hours to proceed. However, after a few days it still won’t work. What am I doing wrong ?Ie : I have this ticket which is tagged “Reunion” and which has the keyword “Cannes” in the conversation. If I search for “Cannes”, it will appearbut it if search for Tag Reunion, it won’t. Nothing will actually, tags are useless for me in the search.  I can give specific URL to the support if needed, but does anyone else has any idea what I’m doing wrong ? Is there a workaround ?

Intercom::ResourceNotFound • Events::UpdateIntercomLeadWorker@defaultThe requested resource does not exist; check your path and try againI am going to save the contacts like this in rails:@intercom.contacts.save(lead)i got he above error  def find_lead(lead_id)begin@intercom.contacts.find(id: lead_id)rescue Intercom::ResourceNotFoundreturn nilendend

 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? 

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!

We observe severe layout issues of the Ticket Portal, and I am unable to figure out if this is a bug, or something we are going wrong. If it’s a bug, I am quote surprised to see no questions about it. Those issues make the ticket portal look inconsistent and unprofessional to the point we can hardly allow customers to use it.Asan example, the Help centre home page looks totally fine: Then, after I click on Ticket portal, it changes: Here, the nav bar is broken, the width has changed, and it starts to look awkward.When I open a ticket, the layout changes again:The width is returned to what it was in Help centre, but the nav bar is still wrong.Is there a way to make the layout not to change across those pages?

 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

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

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": []}  

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.!--> 

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

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?

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?

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

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)

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?

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. 

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?

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! 

Has anyone been able to create all chats to tickets automatically when they are submitted AND also transfer the required conversation fields and company specific data to the ticket this way? We would like to introduce the Customer Portal to our customers, and they would like to see all their interactions with us. Since the Customer portal ony supports Tickets, this means that we would like to automate the process of changing the chat into a ticket once they are submitted. Unfortunately, currently, when you automate this, the conversation data required fields are not taken into account and also company data in not synched over.Anyone has found a workaround or solution? Thank youKristine

I am wondering why this error would occur for different users attempting to send messages via Intercom Chat to different customers. Trying to find out some troubleshooting steps for our end-users getting this error when messaging customers.   

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?

 I understand that ticket names don’t support multiple languages.Ticket type names and attributes don’t get translated / localized in the Messenger even if you support multiple languages. What’s your advise now?Should we create multiple ticket types just to handle the name display? But can we show different ticket types based on languages?

Hello. I would like to know if it's possible to set automated replies for inbound emails for emails containing specific keywords. Example: If a user is emailing us to delete his account and has the keyword "delete account" on that email, so we would like to automatically send the user an email, explaining the process to delete the account.