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Intercom's blazingly fast next-gen Inbox

  • 737 Topics
  • 1,999 Replies
737 Topics
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ImmortalNew Participant
asked in Inbox
Workflow based on teammate status

It would be useful if we can use teammate’s statuses in workflows https://i.imgur.com/M3TIH6q.pngFor example, teammate sets his status to “on lunch” and each client he was talking to gets automated message  something like “I have a lunch break now and will be back in an hour. If you still have any questions, leave them here, I'll check them and return to you with a reply. Or kindly create a new chat, so one of my colleagues can help you.”

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Paul Byrne
Intercom Team
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Collov AINew Participant
asked in Inbox
How to categorize [read] and [unread] conversations?

I want to set the read conversation to one column, and unread to another, can someone advise me how to do it? now all conversations just list in one column, which are so confused, and I am afraid would miss the conversation

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Diogo Silva
Innovator ✨
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Carla RodriguesNew Participant
asked in Inbox
Difficulty Viewing Screenshots in Emails: Seeking a Solution

When clients send us a screenshot in their email, we are unable to view the image properly, even when closing the side panels. This is really complicated, and I would like us to find a solution; otherwise, we may have to switch platforms.

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Jacques Reynolds
Intercom Team
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Marianne MedioniNew Participant
asked in Inbox
How can I deal with multiple email inbound contact ?

We are using intercom in our customer support team. Usually our clients contact us by email, and add a second person in copy of the email. Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ? Today we are blocked because CSAT won’t be send automatically if there are more than one email adress.  Thank you !! 

531
Trevor
Innovator ✨
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AnibalNew Participant
asked in Inbox
Issues when ticket shifts back to "In progress" when a customer responds

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?     

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Ben S11Connector
asked in Inbox
Can you change or add custom snooze times for your agents?

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

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CakewalkNew Participant
asked in Inbox
Be reactive to users with more than a specified number of tickets

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

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Intercom Team
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AlanKTONew Participant
asked in Inbox
Organization of Macros

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

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Nathan Sudds
Top Expert ✨
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ManuelNew Participant
asked in Inbox
Question Regarding 2-Way Text & SMS

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

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khanariyan
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Julia KnaufNew Participant
asked in Inbox
Watchlist for tickets

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ?I would be very handy for new team members , also for team leads to follow along some cases etc.  Thanks,Julia

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Joe Caffrey
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darshanhiranandani24New Participant
asked in Inbox
Darshan Hiranandani : How Can We Better Track and Understand Why Users Contact Support?

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

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megharajput
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Innovator ✨
Adam WInnovator
asked in Inbox
Is there an easy way to "watch" certain conversations that remain open while they're being worked by other teams?

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

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Graziela
Innovator ✨
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ricardodavilaNew Participant
asked in Inbox
Can I integrate Voiceflow conversations into Intercom?

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?

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Gaby CabreraNew Participant
asked in Inbox
SLA targets are not properly displaying in views and ticket details

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work. 

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TomWNew Participant
asked in Inbox
Am I crazy for wanting "mailto functionality" for Intercom Inbox?

I’ve tried explaining this feature request to Intercom support multiple times, and they always seem super confused about it: I want to be able to link into Intercom Inbox in a way that opens a new compose window with an arbitrary email address filled into the recipient list. (Bonus points if we can also pass in subject line.) In other words, what we’ve been able to do for 30+ years with mailto: links, but opening Intercom to do it instead of a regular email client. After quite a few back-and-forths, it ended today with Intercom support telling me that “as a CRM” Intercom doesn’t have the functionality of an email client.Really?All email sent to our company’s support address ends up in Intercom Inbox, where we can read and respond to it, just like an email client. When we want to start a new email conversation with our customers, we go to Intercom Inbox and start the conversation there, manually filling in the To field, just like an email client. (Unless you’re on the mobile app, in whi

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darshanhiranandani24New Participant
asked in Inbox
Darshan Hiranandani : Can I Set Up Multiple Inbound Email Addresses for Different Support Teams in Intercom?

Hi everyone,I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:france-support@company.com for the French team germany-support@company.com for the German teamCurrently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:Emails to france-support@company.com go to the French Support Team inbox in Intercom. Emails to germany-support@company.com go to the German Support Team inbox in Intercom.Does anyone have suggestions or know if this is possible? Any help would be appreciated!Thanks in advance!Regards Darshan Hiranandani

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Lee
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Ian McCainNew Participant
asked in Inbox
Is there a way to always send an email notification?

I am needing a way to have the conversation transcript to always send when a conversation has either closed or has been left after a certain period of time. Is there a way to currently do this?

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darshanhiranandaniNew Participant
asked in Inbox
Darshan Hiranandani : Is Integrating My Website with Intercom a Good Idea for Customer Engagement?

Hi everyone,I’m Darshan Hiranandani, considering integrating Intercom with my website to enhance customer engagement, but I’m unsure if it’s the right move. Do you think Intercom is a good tool for improving customer interaction and support?I’d love to hear your thoughts or any experiences you might have with this integration.Looking forward to your suggestions! RegardsDarshan Hiranandani

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megharajput
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darshanhiranandaniNew Participant
asked in Inbox
Darshan Hiranandani : Setting Up Multiple Inbound Email Addresses for Different Support Teams in Intercom

Hi everyone,I’m Darshan Hiranandani, need help with setting up multiple inbound email addresses in Intercom for different support teams. We have two teams, one for French-speaking clients and another for German-speaking clients, and each team has its own email address:france-support@company.com (for France) germany-support@company.com (for Germany)Currently, we forward emails sent to germany-support@company.com to Intercom's default inbound address, and everything works fine. The email creates a new chat in the German support team's inbox.However, we want the same setup for the French support team. Ideally, we want the following behavior:If a client in France sends an email to france-support@company.com, it creates a new chat in the French support team's inbox in Intercom. If a client in Germany sends an email to germany-support@company.com, it creates a new chat in the German support team's inbox in Intercom.I’m wondering if it’s possible to create separate inbound email addresses for

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Nurit
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darshanhiranandaniNew Participant
asked in Inbox
Darshan Hiranandani : Best Solutions for Secure, Large File Transfer (Over 100MB) Inside Intercom for Small Teams

Hi Team,I’m Darshan Hiranandani, hope you're all doing well! We're currently facing a challenge with transferring larger-than-100MB files via Intercom, as its built-in file upload feature is limited to 100MB. For now, we’ve been using Google Drive as a workaround, but the process of manually creating and sharing folders with customers is inconvenient, and many customers struggle with accessing the Google Drive links.We also looked into SendSafely, but it seems overpriced for our needs, requiring a minimum of 15 users.I wanted to reach out and ask if anyone has found a better solution or workaround for transferring larger files securely with customers inside Intercom. Ideally, we need something that’s easy to use, secure, and cost-effective for our small team of 3.Any suggestions or tools that you are using to handle this? I’d really appreciate your input!Thanks in advance!RegardsDarshan Hiranandani

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godofprogrammer
godofprogrammerConnector
asked in Inbox
Should I integrate my website with Intercom to better engage customers?

I am currently handling one of my client's projects where I have to engage with the audience and customers of 3 different cities in the USA. It is more commonly about medical consultations, So I am looking for a platform where I can engage my client’s customers according to their location and plan their consultations according to customers’ location.Should I go for it or not? Will I be able to engage customers according to their locations? Is there any plan of Intercom that can sound beneficial for this specific business?

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Services at Bright HarborNew Participant
asked in Inbox
Can I create a conversation through the API and set the channel to SMS?

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

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Alex ZilbermanNew Participant
asked in Inbox
How to change the design of the automated ticket progress email

Is this possible to change the text / design used in the outgoing email to customers when they open a ticket via email?I especially don’t like the wording used by the default system.

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mateusz.leszkiewicz
Intercom Team
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Paulo ViniciusNew Participant
asked in Inbox
New format (check box list ) to attribute

It could include a check box list format in the attribute options, so that it is possible to select several options.  

491
mateusz.leszkiewicz
Intercom Team
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User281Connector
asked in Inbox
Contorl CSAT option

Hello Are there any plans to expand and have more control over the CSAT survey, such as:Controlling how it is sent Deciding when to send it Adjusting the design Customizing the questions Refining the calculation method?

641
mateusz.leszkiewicz
Intercom Team
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