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Hi all, We are currently having a lot of issues with responses we send via Intercom. It seems that a great amount of our replies go info the SPAM folders of the receiving contacts. We now are receiving more and more replies form customer why we don't respond and it's hurting our service level quite hard.  Is there anyone who can help us urgently???? Cheers,Pieter

I am currently setting up our intercom system and e have a lot of old school folks that prefer to call even though most calls can be answered in a quick message or email. I am looking for a way to add a conversation to the inbox from an outside source? (IE phone call to our helpline, customer emails support directly)

We have a tech team that (currently) does not respond to clients but still need the ticket in their inbox so the ticket has to go to the tech team then back to the original assignee but when it switches teams is removes the assignee. Is there a setting I'm missing or a workaround? Thanks!

I am setting up a process by which our Support team escalates an issue to another team - for example Engineering. I want to set up a First Response SLA with Engineering based on the priority of the ticket (P1 through P4). For example, if I have a ticket to escalate to Engineering, I will use the jira integration to attach the issue to a jira project and I will add 1 tags "EngESC" (the priority of the conversation is already in a conversation field). How would I capture (in a report) how long it takes Engineering to respond to the escalation after I have added the EngESC tag? Another option would be to create another Inbox called Engineering Escalations and physically move the ticket to that box, but again, I am still looking to report on how long it takes from the time I moved it to that box to the first time Engineering responds. If there is another way to do this, I would sincerely appreciate any suggestions.

Quick update on how we've been helping Intercom customers automate a lot of their workflows in the inbox.... Some of our Bump customers have automated follow-ups in hundreds, or even thousands of conversations in Intercom since we launched a few weeks ago. That's tens of thousands of messages customer support folks didn't have to manually send, and it's only been a couple weeks for most of them using the app. Having so much fun with this product and would love to help anyone else here get set up on a free trial if you're interested :) https://www.intercom.com/app-store/?app_package_code=bump-by-userfeed-cqc6/p>

I want to add an app like google calendar which must show an icon in reply area in inbox (Where emoji option is shown). Our need is more than what google calendar app does.  I am new to intercom,, feeling hard to find right examples for it. Could anyone help me out to proceed with it ? 

Would love to hear some best practice around how other connectors are driving customer support performance using Intercom Reports and the KPIs within them!

I was looking for the performance of my rules. I want to know how many times have been applied and if it is correctly applied. Thanks

When i click on a button , it should redirect me to my intercom account inbox. How can i achive that?

"How to change the font color?", I need to highlight my replies in different colors and I cannot make changes in the text as of now other than bold and italics.

Hi,Is there a way to export all the tagged conversations?I wish to get a spreadsheet with the message that was tagged, so I need to check the content sent itself.Thanks in advance

Is there a way to make it so only the admin can close out a ticket? Having issues with tickets being prematurely closed and want to make it so that only I can close tickets from now on once Im able to verify tickets have been resolved. Is there a way to set this up?

It seems the order of the columns in the export doc has changed suddenly + new filter options added to this page. Not great when this happens without any warning. Am I missing something here I'm subscribed to all the updates?

 Is there a 3rd party tool out there that can help with this? (Intercom has an office hours feature, but I'm looking for something that sends out an actual reply in the conversation)

Hello! Currently I am exporting data from the "exports" tab under "customer support", by team participated.  One thing I have noticed in pulling this data is that the med first reply time in aggregate varies vastly from the med first reply time per team participated in aggregate that is displayed in the UI under the "responsiveness" tab under "customer support".  For instance, I am pulling a med response time for a count of 109 conversations for Medicare-Tier 2 from the export for 10/12 and it shows 1:01 minutes.  However, within the "responsiveness" tab it shows 19 minutes for Medicare-T2 med first reply time and 106 conversations.  Can you help me understand why this is so different?

how to count the customer satisfaction?

It seems as though the mobile app does not receive a push notification until 10 minutes after getting a message. Is this normal? Furthermore, my status is always set as 'away' unless I have a browser window open with intercom. This seems to be ridiculous. How do I expect anyone to message us when a status is always set to away, with no obvious way to change this? Why is it that a mobile push notification takes a solid ten minutes to go through? This seems to undermine the entire point of using the mobile app. Just thought I would check with the community before cancelling this.

For example, for index page I want all chat inquiries to be assigned to Steve but for contact page I want the chat message to be assigned automatically to other team members. I checked API docs but couldn't find anything on this matter. Thank you in advance. 

We've noticed that once an interaction gets through the custom bot flows and is placed in an inbox, there is a several minute delay before assigning that chat to an agent. We're seeing this impact both our wait times and our team efficiency as chats tend to add up quickly in the queue during peak hours. Would love any advice someone may have on how to resolve this!

Is it possible to set up a rule If the user didn't respond to the last message in the x hours period then automatically close the conversation?

Hi Everybody, We're a small SaaS company (https://trysmartplan.com using Intercom for our Customer Service. I'm the co-founder of the company and in the beginning I did all the customer support. Now we have 5 part time employees covering our customer support shifts. After hiring employees for this job, I have found it hard to stay in the loop of what kind of support we have. Yes I talk to my employees and yes they report feature requests etc. But to feed my gut feeling about what is going on I have to click through a lot: closed, snoozed and open.  The same goes for Quality Assurance. How do you make sure the quality of the responses are good enough? I would love to hear if this is something you also struggle with or if it's just me :) Hope you are all safe. Best regards,Mathias

Is there any opportunity to see all previous chats of my teammates if they closed them?

Hi, New to Intercom and apologies if a basic question! We have emails auto forwarded to chat from our generic website email address. We occasionally have to forward these emails on to employees within the organisation who are not users of Intercom. How can we cc / forward others into an email response? Also ensuring any attachments are also sent?? Also, a copy of the emails also get sent to a Reception computer - is there anyway for that inbox to show that an email was responded to within Intercom? Thanks in advance!!

Is there a way to allow customers that are contacting us via email to get an auto response and have them somehow fill the conversation attributes we need? We have customers that use an on premise not SaaS product. They reach out to us mainly via email. Can we send an auto response back only to conversations inbound via the email channel?

We have agents wherein they are on Away status and yet their median response time is high?