Inbox

How can I connect a bot to an existing conversation?

I've been having trouble putting together an SLA in my inbox rules to ping me at the end of the day to see if any messages haven't been responded to. Has anyone been able to make something similar or have any tips? Thanks in advanced!

Can I tag a conversation automatically if a customer’s reply contains certain keywords?

We are running 500 call a day so this new "feature" is quite a mess for us. I really need a quick solutionThanks a lot

Instead of just getting notifications for new messages in inboxes that we are a part of, my team seems to be getting notifications for every reply in the all category. It's only in the new inbox, when I switch back to the old inbox I have no issues.

Hi all, How do you deal with forwarding emails in Intercom? Do you also miss this feature in Intercom?

I needed to change the Helpcenter name, so I changed it, then the email domain changed. could you plz tell me how to change the domain?

Hello, community. As far as I know, the Intercom supports only dialogue-like communications with the users. Some support team members even told me smth like "we don't believe in off-line tickets".  However, in some situations, the only way to resolve the case properly is to move it from the "on-line chat" field into the off-line. So the whole resolution process would be not as messy as chat can be due to the user's approach to the on-line conversations. What would be the best way to create an option to move the situation to the offline field?Perhaps the intercom has some internal solutions or the community could recommend some additional solution that would integrate with the intercom? Some points that are important- the ticked is linked to the user in the intercom (agent can reach the ticked from the intercom and vice versa)- The answer to the ticked can be performed not from a single

why does my billing changed so much? its 2000 per month now.

Is there a way for the new conversations to appear in the Team's inbox?

I have a question about WhatsApp.How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday    

We want to lean on tags to inform what topics/issues we should address via Help Center articles. We are trying to find a balance between not having so many tags that agents can find overwhelming but having enough that they address issues that are commonly found. What are some strategies that work to get this done?

When a customer replies to an open conversation with one of our teammates, the conversation just sits at the bottom of the teammate's inbox instead of being moved to the top. In the case pictured below, the customer responded roughly 2-3 mins ago but no time is attached to the reply so it doesn't get sorted by "Waiting Longest" and just sits at the bottom of their inbox.  On busier days, this can become an issue when a teammate loses track to conversations with replies and leaves a customer waiting longer than they need to. Anyway to have this update automatically with a time without having the teammate manually refresh their Intercom from the browser?

We use Sendgrid to send automatic emails, and if we've not had a response to that email we'd like to get an automated email set up to chase, but it seems as if Intercom tracks the external email to the customer, but doesn't track it as a 'last contacted' from us so won't trigger the chasing. Any help at all would be really really appreciated!

I changed the outbound email to HTML editor, but I do not see a way to change it back? Is there a way to go back?

The problem we have is our support agents wear many hats and support various different platforms. We have one team setup for each platform. One agent could be assigned to as many as 5 teams at one time. Their skillset determines which teams they will be assigned to. However, sometimes we are short staffed in one area and we need them to solely focus on that platform and not the others they're assigned to. It's a manual process to go into the other Teams they're assigned to and remove them so they don't get chats from the others. Is there an efficient way to have one teammate assigned to multiple teams, and only be active in certain teams instead of all?

I would like to know how you measure the individual performance of the service agents of the support team. I didn't get satisfactory data with the tool filters

I want to view all the conversations customerwise and i want to export them as analysis. This is very important for us to know how many interactions the customer has made with our CS team.

Anyone know if you can search beyond the canned date range conditions in Inbox? I only want the last 7 days worth of conversations, but that filter does not seem to accept other input (that I can see).  

Currently, with "Ask for conversation rating", the operator sends the cast rating when a conversation is closed the first time ( provided it meets the criteria).  But we do open the conversation again and try to resolve the customer queries, once doing that can I trigger the cast again manually or automatically when the conversation closes the second time, without using a third-party app.  By using a third-party app, we will lose the cast report generated by intercom internal report and further downstream where we use intercom db 

Does anybody have a workaround to be able to not let our intercom chat agents see any links in forwarded emails to our inbox in Intercom? This to prevent possible spoofing attempts and other hack attempts from outside. If we would format it from within the gmail forward e-mailadress to non-html it's not really easy to see the message in intercom so this wont work either. Maybe some people have tackled this issue.

Example:Send an email to your support inboxReply to the email with text "test1"See this email sent to the customer: I want to add extra details like Job title, Phone number and other details required for us, how can I do that?

Just curious if anyone is using the new Survey feature with Inbox conversations, and how you're doing it.

Does anybody know when or what triggers an email reply to split into another conversation? We had a user write in through email for some support assistance. Their first two replies were kept in the same conversation but for some reason after these two replies, every new reply by this user opened a new conversation in the inbox.

In Chatbot continue with condition, Is it switch case or if it works or else should work..?