Inbox

I'm new to Intercom and trying to see what is the best way to connect a form submission data to create new inbox messages inside Intercom. I have a webflow website with a basic Contact Us form that users can use to send us questions.I'd like to create a new message in Intercom Inbox every time a customer submits the form on our web-site, including the form submission data they had filled on the web-site.Ideally, I'd like to pass the email the user entered on the form, and have Intercom connect it with the correct user if a user with this email address was found in the system, or, create a new user for this email if no user would be found. I wanted to know if something like this is possible? And if so, what is the right way to do it? Thanks,-A-

I would like to know if anybody has connected their sales email inbox to Intercom?  And also if you have not connected it and what were your reasoning for that? We have already done it for our support email address but sales email address is a bit different (or maybe I just think it is because I'm in sales 😉) The upside to adding sales email address to Intercom would that we could automate our responses. The downside is that it doesn't share that if you want multiple sales people to have access to a sales email inbox. Hope someone cares to share their thoughts and/or experiences on the matter 😊

Hi! We're trying to to connect our Google Group email alias to intercom, but we're not sure what selections to make on the routing instructions. Does anyone have any best practices or advice? Attached an image of where we're stuck! Thanks!

The goal is to automatically add a tag to terrible, bad, and OK conversation ratings automatically after the rating is applied. Then use that tag to search & sort conversations for review in Klaus.

And also if I want to restrict the amount of time a conversation can be snoozed? Is there any ready settings available to do this or any customization can be done to achieve this.

Even if the message itself is only a couple of words long, the email signature and other embedded links significantly expand out the email. Is there a rich-text view which makes these images viewable, or a plain text view which strips these out entirely so that we can focus on the content in the message?

We are moving to Intercom away from Freshdesk, which is a typical ticketing system, for all of our customer support.  I am new to some of the concepts of using Intercom and wanted to understand how each request is organized in the system. The reason is we need to track things a certain way for our SOC2 testing.  Thank you!Gene

When forwarding support emails to intercom inbox, is there a way to apply custom email signatures instead of the default intercom "Username from Company Name"

As questions states, not all our conversations are tagged, which is something I want. Usually we tag one conversation with only one tag. I looked into conversation attributes, but from the looks of it, it's visible to the customers? I dont want that.  Is there a way I can use conversation attributes the same way I use tags today? With it all being required before closing conversation?

Hey guys, we are a german based company, in e-mails we are comitted to post our company details to emails. There is no Signature-Feature in Intercom, so we tought about a workaround. The workaround would be:Get Message from Customer per E-MailIntercom send an auto-reply [JUST FOR E-MAIL Conversation]Text would be like: We are currently very busy and write you as soon as possible. [Now our company details, that are required from german law.]From now on, we dont send any company details, but we had it in the first response, so the law-situation is fine. Any ideas how to set it up, that every FIRST Message via EMAIL get an AUTO-REPLY? Thanks for help! Andreas!

I have a representative that should only receive new conversations via round robin from a specific inbox but I want this user to have the access and ability to send outbound from any inbox. How can I specify a "primary" inbox? I only want the "active" status to apply to a specific inbox.

I sent few emails, and about half people didn't open it. So I'd like to send an email again to contacts who have not open last email. And also, is there any way to send an email who already opened the last email.

How to separate the messages from "MESSENGER" (needing real time replies) from the support INOX. In our intercom, all messages (from chat and email) go in the same INBOX and we cannot differentiate them

Is there a way to automate a message once a conversation is tagged by the team member?

Hey! In our company, there was a need to screen out a certain type of letters. Task: The client starts a conversation with our bot (for any reason), the bot starts a dialogue with him (starts a task), but the client does not write anything in response. The letter remains unclosed and such letters have to be closed manually each time (and there are many such letters). I searched and found two settings (which seemed suitable to me) 1) Setting up the bot itself- add a closing rule (see screenshot 1), if the client does not write after a certain time, then the letter is closed. 2) Setting auto-close rules (see screenshot 2)- what is its principle of operation, tell us, please. And what is the difference between them?

By adding message content filter: "This conversation is likely related to an existing email conversation:"

We have Intercom at the heart of our business and would like to speak with someone who has experience in setting up the key elements we need for our business. We need access to an Intercom expert person who can set up what we need. We are happy to pay for this service as maybe an Intercom Freelancer frog example. Hoping someone can assist usThanks Wayne

We use hello@domain.com as a catch-all address. All emails are forwarded to our Intercom inbox. However, we just noticed that one email did not get forwarded to Intercom — we've tested with multiple addresses after this with zero issues. I've reached out to support but figured it would be good to crowdsource some experience as well.

I must be missing something, but can you NOT search your Inbox by Conversation ID? Surely this functionality exists...

Hey all, I've just got our domain verified on Intercom and set up email forwarding from our support@, hello@ and billing@ email IDs. The emails are landing in the Inbox exactly as they're supposed to; however, I'm unable to figure out a way to reply to an incoming email with the same email ID i.e. if I get an email on support@, how do I reply using support@ — these emails are verified on the dashboard? Best,Sourabh

Someone erased my Macros but the IT person in my company states there are no activity logs showing my Macros were deleted. Can you tell me how is that posible please?

We are reducing our support coverage over the upcoming holiday. When customers email us, we want to send an auto-responder via email that tells them we are offline and will be back soon! I know we can set this up on the email provider side, but not sure how that integrates with Intercom or if there is a setting within Intercom. Thanks in advance!! 🙏

Most of our customers leave the chat and reply over email the rest of the lifetime of the conversation. When they reply, intercom doesn't even attempt to strip their really long email signature. Can intercom please fix this?

We are using Intercom to engage with our sales force and many of them are repeat users meaning they contact us regularly and sometimes with new issues while another is still open.  So right now using the messenger can be very confusing for them because it is just one wall of text. Is there a way to visualize separate conversation streams in the messenger and log them as separate conversations? More like a classic ticket approach where users can check the status of these individual requests. Thanks!

Hello Guys, IMPACT: HIGH We're using the following API to detach a tag from the conversationhttps://developers.intercom.com/intercom-api-reference/v2.1/reference/detach-a-tag-from-a-conversation But the API is detaching the tags from all the messages APART from the first message in Inbox. We need the tag to be detached from the conversation entirely.  This is P0 for us and prompt help would greatly be appreciated Regards