Inbox

For example we request logs from our members as a .log file. I've added this so that I can even view it but I need to download it to my device which there is not an option for. Just takes me to a web link.

There are several instances on which Chat window is failed to load on ios and Android Both. The intercom SDK used are as follow:react-native wrapper : 3.0.4android : 12.4.1ios : 12.4.0 EditedIf anyone has faced same issue would love to hear what have you done to fix the same. Looking forward to hear.

Hi there, we have used intercom for years and need to re-strategize our support structure. We've grown a lot lately and now there are 15 of us in the queue (3 at a time) mainly working out of the "all" queue and sorting by waiting longest. We have two teams in Asia, and one in South America and we have 24/7 support. We're a B2B software product. Users are in our product much of the day and leads are handled outside of intercom.  Goals: Less unique support reps on tickets (currently too many people having to go back and read through comments and ask repeat questions)Keep response time the same or improve response time (15 median first, 5 minute median, 30 min average response time)Provide our higher paying clients faster support. Ex. if there is a case for a lower paying client which came in before a higher paying client, and none of them have a response yet, we'd want to work the case for the higher paying clie

Is there any way to go back to the old inbox ?

When we integrate the API into our app, there's a space in the conversation. Can anyone help me with how to fix this? Thank you

New Inbox initial thoughts... I'm seeing a lot of unused space and the new inbox seems to "waste" quite a bit in comparison to the old version. I'm no longer able to see the detail I used to previously. I'm attaching a screenshot where I've colour-coded the section from the old version onto the new, and you can see how much detail has gone when you're actively working on a conversation... 

When a customer replies to a message in a closed conversation via email sometimes this reopens the closed conversation and other times a brand new conversation is opened. We would like for a customer reply to always reopen the existing conversation so that the message thread is maintained but are not sure what the logic behind whether a conversation is reopened or not is or how to control this? We have disabled the "Prevent replies to closed conversations" option and are also using "Use an Intercom email address" as the default sender address. Thanks.

Is it calculated from the start of the conversation or is it calculated from the point I start to write with the client? The situation is that for example My colleague writes with some client but he/she needs my help so I overtake the conversation from the queue of my colleague to my inbox and start to write with the client instead of my colleague. Would my first response time be calculated from to complete beginning of the conversation or from the point I start to write with the client?Thank you so much, Lenka

Emails are coming in separate from their original conversations. Is this how the customer is replying to conversation? What could be causing this?

I would like to allow agents on our end to evaluate each conversation and use this data as a part of the lead/user scoring.  Could the community please advise what would be the optimal way to do so

I got an error when trying to download a *.csv file, but when I went through the unsupported file list (https://www.intercom.com/help/en/articles/3074152-accessing-unsupported-attachment-file-types *.csv doesn't seem to be one of them. This kind of files are very usual in our day-to-day, so it's important for us to solve this issue.

https://www.intercom.com/help/en/articles/6274919-can-i-use-all-the-same-features-in-the-next-gen-inbox

Do your customers ever seem to stop receiving your messages mid conversation?

We have multiple workspaces and team members who work in both. We are also using the Balanced assignment, so if they are active they are expected to work incoming conversations. However, I noticed when setting them up in an additional workplace, if they are active in one, they are also active in another. How do I make it so they are active in one but away in the other? It's disrupting our workflow and is causing additional work 😞 Thank you!

Hi there I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

When messages are sent via email, any signature footers (particularly complex HTML signatures) cause a lot of unnecessary bloat. Appreciate the reasons for not rendering the HTML, however ideally we'd like to strip out the footer but still be able to access it when viewing the "raw email". There are a couple of open source projects that aim to facilitate removing signatures:https://github.com/mailgun/talon/p>https://github.com/Smile-SA/signatureremover/p> Would this be a feature that Intercom is considering/would consider adding? 

 Are there any plans to enable workload management based on channel or tag and not just team? For example, I'd like to be able to limit the number of live chat messages that my teammates receive while allowing them to still receive emails at the same time. In the above scenario one could receive an unlimited number of new emails which can be handled on the agents own time, while having a cap on chats which require the most immediate attention up front.

I'd like to customize my outgoing messages from inbox (not outbound), a header with our logo, our social media, etc. I've created a template, but I can't find a way to insert it to my outgoing mails in inbox.Has anyone solved this?

Hi, we are looking for a way to effectively search our inbox. In the article at https://www.intercom.com/help/en/articles/2553448-search-and-filter-your-conversations-in-inboxit is described that searching with keywords should be possible, but the examples always refer only to the existing filters. I have already seen that via API calls probably exactly what I mean is possible, however we would rather use the "normal" Intercom interface. In outlook there is the Advanced Query Language and in Google something similar. Does this also exist for Intercom? Thanks in advance & sunny greetings from Berlin!Michael

1. add new tag​eg. tag W30 , there are 4 tags for now, but if I type W30 directly , it will only show 3 results . I need to tap tag message first , then I can find the tag I want​2. about create new tag​In the new Inbox , I do not need to confirm, there will be a new tag, but in old version, you need to confirm first, so that our staff would not create wrong tag, but right now it is really annoying​I just tried, 5 new tags are created without any confirm, which never happened in old version​

We recently changed our operation so we no longer have a human support team available via our chat (they are email only). To field requests, we've set up the resolution bot and custom bots to handle everything possible. For the most part, it is functioning properly. However, there are conversations that will be assigned to our bot inbox, before the bot sends an answer, the conversation will be changed to "Unassigned" so it is no longer covered by the bot.  Does anyone have experience with this? It doesn't happen consistently or in any discernible pattern (such as users vs. visitors - it happens with both) where I can determine what the setting is. Thanks in advance!

Is there a way that all unassigned messages automatically route to a specific team. To be more precise automatically assigns to a team member in a team, rather than sitting in the unassigned inbox?

In MessageBird we used Fetch Variable to get data from our API and add some users' dynamic information into a Note in the conversation, is possible to do that in Intercom?

I am developing an inbox app. I need to align the image and text in one line the data table does. How can I achieve side-by-side alignment using the canvas kit?

I need to find please the best Intercom way to meet this criterias when I send an email. Thank you Please how to send emails:- to identified users and by being able to copy one of them- use a group email adress as "from"- emails appear in the inbox so that we can follow up, relaunch them- each recipient receives only one email at a time