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Intercom's blazingly fast next-gen Inbox

  • 743 Topics
  • 2,015 Replies
743 Topics
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Valerio ChangNew Participant
asked in Inbox
Can the message timestamp be shown to users?

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages. 

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Brent FairNew Participant
asked in Inbox
Grammarly intermittent InBox issue

I’m reconnecting with some customers and when I open a new conversation(email) Grammarly isn’t working. If I reopen the new conversation with the customer the same way I get the email I started👍, but now Grammarly works for the conversation. Mac, Chrome, Grammarly, and Intercom are all up to date.

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Ryan Parker
Intercom Team
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darshanhiranandaniNew Participant
asked in Inbox
Darshan Hiranandani - How do I configure the default contact for an inbound email to utilize the reply-to address?

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

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User2149Active User
asked in Inbox
Is there already a timeline on the merging conversations feature?

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

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IntercomCustomerActive User
asked in Inbox
Who's looking at a conversation

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

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mateusz.leszkiewicz
Intercom Team
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Carla RodriguesNew Participant
asked in Inbox
Tracking Customer Responses to Outbound Messages on Intercom

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

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darshanhiranandaniNew Participant
asked in Inbox
Darshan Hiranandani : Is it possible to connect Trustpilot to Intercom?

Hi team,I’m exploring the possibility of integrating Trustpilot with Intercom and would love to get your insights. Does anyone have experience with this integration or know of any tools or methods to make it happen?Any suggestions or recommendations would be greatly appreciated!Thanks!RegardsDarshan Hiranandani

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ManuelNew Participant
asked in Inbox
Question Regarding 2-Way Text & SMS

Hi there, We’re currently using another provider, 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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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 !! 

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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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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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