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.

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. 

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

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! 

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?

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!

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?

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.  

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. 

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.

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

We process incoming file attachments that can be delivered into our service in a variety of ways.One common way is that external clients will send email attachments which we then need to process. We have a dedicated inbound email address intended for them to send theses attachments to, and it works great when they do that.However, its also common they will send the attachment by email to our customer service address.It should be simple for the agent to then forward the message with attachment to our dedicated inbound email processing address.But I can’t for the life of me figure out how to do this in Intercom? Surely its possible to forward an email that we receive into the Intercom in-box?? Is there any other ways to get the file attachment to a separate email address so it can be processed?

Is there any possible way to link 2 conversations to the same ticket?In some situations a client contacts us asking for information about his order, and our team opens a ticket for the request. In order to give him this information we need to contact other company via mail (we send emails from intercom as well).We would like to connect the email conversation to the ticket created on the client’s conversation, so when we will get the email reply we can update the ticket and the client as quickly as possible (without having to look for the ticket).I’ll be happy to hear if someone has any solution for this case, or if there is an intercom feature for that.

We set up an SLA rule today, however, when testing by sending an email, the SLA hasn’t been updated/counted down. The example, our SLA is 1 working day. The ticket has been open for 2 hours, however, the SLA token still displays 1 day. How do we get the visual countdown?  

Hey!Every month we look at the conversations that took the longest time to be resolved (closed) and try to understand what we could do to resolve them faster.The process we have now is manual and we would like to reduce hours spend on doing this.Maybe someone could share their practises, tools they use to do this? Thank you! 

What happened to the inbox rule trigger for a teammate response?  I am trying to set up an automation based on a teammate providing any response and that condition seems to be gone now.  Is it somewhere else?  Anyone have a workaround?

Maybe I’m missing something super obvious, but I can’t find anything on linking Intercom to Amazon and eBay? We use eDesk at the moment for customer service and we were hoping to switch to Intercom due to better widget functionality for our website. But we also sell on Amazon and eBay so need a solution that works across all platforms we use (Shopify, Amazon, eBay, Google mail inbox).I thought Intercom was designed for customer service, and Amazon being the largest online marketplace I naively  assumed it would work natively. Started a free trial and can’t even find a mention of Amazon on the support pages. Sent Intercom a message yesterday and have yet to receive a human reply (the AI bot is useless).Appreciate any help.Thanks. 

How do I differentiate conversations that are live from conversations that have been un-snoozed(Reopened). Currently all the un-snoozed(Reopened) conversations also shows up on the agents workbasket along with live chat and calls. It is difficult for an agent to differentiate between these. How do I ensure that un-snoozed (Reopened) conversations can be easily identified and routed to a different work basket. Would also want that these conversations get assigned to the same agent who worked on it earlier, instead of reassigning them to someone new.

I'm trying to find this option in my Inbox. Which setting do I need to change to have it show up? This will make it easier for my team to collaborate on a large volume of tickets.Thanks for any help you can provide. 

When a user emails in to our support@companyname.com address, and it shows up in the Intercom inbox, when an agent replies to that message in the inbox, it reveals to the end-user her specific company email address. Is there a way to have all email replies to come from the single, support@companyname.com address? In addition, the reply-to address on the outgoing email exposes the agents' first and last name, e.g. first.last@first-dollar.intercom-mail.com. I honestly view this as a security issue. Exposing individual agents' individual addresses, and first and last names by default, is nearing a privacy breach. You should at least recommend that agents do NOT user their real first/last names in their accounts.

Intercom is not compatible React Native versions above 0.70. A `gradle build` command results in the following error. I verified this by using the Intercom example app. Any help, patch, etc that would work would be greatly appreciated as this is blocking us right now in a huge way.  Task :intercom-react-native:packageDebugResources FAILEDFAILURE: Build failed with an exception.* What went wrong:Some problems were found with the configuration of task ':intercom-react-native:packageDebugResources' (type 'MergeResources'). - Gradle detected a problem with the following location: '/Users/kevinlint/Concreit/code/fund-mobile-app/node_modules/@intercom/intercom-react-native/android/build/generated/res/rs/debug'. Reason: Task ':intercom-react-native:packageDebugResources' uses this output of task ':intercom_intercom-react-native:compileDebugRenderscript' without declaring an explicit or implicit dependency. This can lead to incorrect results being produced, depending on what order the task

We want to use intercom on our flutter mobile application. Can we use flutter intercom with our custom message screen.

I created a rule on Intercom for Intercom to automatically detect Customers country and Set the Country in pre-set Custom Attribute.  I observed this works on some Tickets and does not a whole lot of others. What could be the reason for this?

Hey folks! Is there a way to set an incoming email to specific addresses, into specific tickets?for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?As opposed to a normal conversation?​When I tried using inbox rules to set the ticket status as "submitted", it just didn't do anything since no ticket type was selected.​Thanks so much! 🙌​

Hi all, We are no longer using Intercom, but customers still email us on Intercom email adresses. We now added an automatic reply, but it would be much more helpful if the emails are automatically forwarded. Do you know how to do this?Kind regards,Sannah