Inbox

Hi,So I have connected WA to intercom and I got it all set and connected, I have created a template and it got verified. The issue, when I send WA template to a lead, the message doesn’t deliver correctly to the lead. I have checked with the intercom team and they are on it yet this issue took too long and we are in need for this feature in which we start the conv. with our leads.Thanks you for your help.

Hi! I wanted to check in if it’s possible to get the File for the Default Notification on Intercom?Would be nice to have it, looking to so a meme with Jack Nicholson The Shining movie scene Thanks!

is it possible to make or see in some place, when we call, in which time zone by code the client is? 

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it? 

Hi We’ve configured Intercom using GTM in our SPA but we have the issue that a leads conversation history in Messenger is not appended to their contact conversation history when they log in.While logged out, in our sign in page, we use the “install” method to display the messenger and allow the lead to ask questions.Once signed in we use the ‘update’ method to push the contacts data to intercom.We also use “boot” after sign in to force the messenger to show the signed in users data (since its an SPA we don’t rely on page refresh).Based on the above should the leads conversation not be added to the contacts conversation history after sign in?It is not 100% clear to me from the documentation if this is how to actually structure these calls. Any help is greatly appreciated.Other Questions:1) Does ‘install’ method create a new visitor session every time its called? Ie if I visit the login page as a signed out

Hello! I’m wondering what solutions small teams (3 intercom users) for secure, large file transfer?  Intercom seems limited to 100mb and we occasionally need to transfer larger files with customers.  Our work around is using Google Drive and manually creating and sharing a folder with customers, but this is inconvenient and many customers have trouble accessing the Google drive link. We looked at SendSafely but it’s extremely expensive requiring 15 users minimum. What solutions are you using for larger than 100mb file transfers inside of Intercom? Thank you!

Good morning everyone how are you? I see that in our conversation that you have a Linear optionCan someone help me if I can create Linear tickets in app, and if so, how? Thank you! 

Dear Intercom Support Team,I hope this email finds you well.We currently use Intercom to manage our customer interactions, and I’m reaching out regarding a feature that could streamline our process. Specifically, we need to create a list of over 250 station names in the "Settings > Data > Conversations" section of Intercom for managing our tickets.Manually entering each station name is quite time-consuming. Is there a way to bulk upload or automatically generate this list directly within Intercom? If so, could you please provide guidance or documentation on how to implement this?This capability would significantly enhance our efficiency. Thank you in advance for your assistance, and please let me know if you require additional details to address this request.Looking forward to hearing from you.Best regards,Jorge from Equip Sport

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some styles are stripped out, as a result clients can't see the HTML formatted correctly when the email is opened, Do you know why this could be? I'm seeing that css styles are removed and even using inline styles would not work, does intercom support styles in the email conversations api at all?

When trying to use intercom cordova plugin v14 with our iOS setup, and even after upgrading iOS to latest, the intercom plugin doesn't get detected, neither in the window.cordova or window objects. Intercom v14 + cordova-ios ^7.1.0 => FailureIntercom v14 + cordova-ios ^7.1.1 => FailureIntercom v13 + cordova-ios ^7.1.0 => SuccessIntercom v13 + cordova-ios ^7.1.1 => SuccessBut Intercom v13 has an error with Xcode cloud buildThe following URL schemes found in your app are not in the correct format: [OTHER_APP_SCHEMES_PLACEHOLDER, fb1477142632599929FACEBOOK_URL_SCHEME_SUFFIX_PLACEHOLDER]. URL schemes need to begin with an alphabetic character, and be comprised of alphanumeric characters, the period, the hyphen or the plus sign only. Please see RFC1738 for more detail. If anybody has an idea about the solution for this, it would be appreciated.Thank you

Hi Everyone,  My team and I are having a hard time adapting to Tickets but we want it to work as tracking our conversations that require engineering/technical assistance is quite difficult! Does anyone have any best practices or tips on how they are currently managing back office tickets when working with other teams?  Here’s an example: Our support team may get an issue that requires us to get assistance from our engineering team. Currently we create a back office ticket, fill out all the necessary fields that our engineering team needs and assigns the ticket to the engineering queue.  When the engineering team needs more information, they’d prefer not to keep the ticket in their queue so they send it back to support, essentially leaving us with double the amount of tickets till we get the information from our clients to send it back to the engineering queue.  Appreciate any insight! 

Hi guys,Someone already asked that question but got a generic answer so i will try again:I’d like to create a view that shows all the conversations/tickets that we’re currently waiting for the customer to answer on.So let’s say: If a customer haven’t responded to our last message for let’s say 3 days, show it to me in that view.I know how to create a view but the conditions/filters is what i need help with Thanks a bunch! :) Ro

Hello Intercom Support Team,I hope this message finds you well.We have successfully integrated the Intercom SDK into both our Android and iOS apps, and everything has been working properly for the most part. However, we've encountered some client issues specifically with the Android app regarding Mobile Carousels.Issue Details:We have set up Mobile Carousels as a series in the Intercom dashboard. These carousels are triggered from the server-side as expected. When a carousel pops up on the mobile app, it blocks the app's UI rendering and prevents API calls from executing, which impacts the overall user experience negatively.Environment Details:Platform: Android Intercom SDK Version: 15.9.1 Trigger Method: Server-sideImpact:This behavior creates delays and interruptions in the app’s functionality, leading

We are using helpdesk a little differently.Example: Team leader A has 4 team members - B, C, D, E.B raises a ticket for the whole team but then leaves before it is resolved, we would like to assign this ticket to another member, A. Is this possible?

Hi, I am searching for a solution to disable the “download conversation” button on the messenger widget, but it looks like it is not quite possible.  

Don't pass by—give an Upvote if you want to ensure your clients' emails don't get lost in the spam folder!The built-in spam filter often flags legitimate emails as spam, making them easy to miss. This is unacceptable, especially since there's no option to disable it! Please add this feature as a matter of urgency.

We're looking for ways to cut down on the number of snoozed chats we have. I’d love to hear from anyone using Intercom who has found effective practices for reducing the frequency of snoozed chats!

we would like to forward all incoming e-mails sent to our support team to intercom. this can be achieved by using the default inbound address from the e-mail forwarding settings in intercom. no problem. BUT: we do have 2 teams in our support:one team for all clients in france (french speaking only) 1 team in germany (german speaking only) we are using 2 e-mail addresses for our clients:france-support@company.comgermany-support@company.com if i forward all imcoming e-mails to my germany-support@company.com e-mail address to the intercom default inbound address, everythin is OK - i receive these e-mails as new chat in the intercom inbox. BUT: we are usinig 2 inboxes in intercom:GERMAN support teamFRENCH support team can i create 2 default inbox addresses, so that this would be possible: client in France

Hi there! Would anyone happen to know what this refers to? 

Hey Team,Thanks in advance, I'm attempting to link a tag to the ticket generated through the create ticket API, utilizing the Attach Tag to Ticket API. However, whenever I make an attempt to attach the tag, I receive an error indicating that the tag isn't supported for this ticket type. I've tried attaching the tag across all three categories (Ticket Types: "Customer," "Back-office," "Tracker").Is there something I'm overlooking in my approach, or could there possibly be an issue with the Tag API itself? { "type": "error.list", "request_id": xxxxxxxxxxxxx,

Hi all, when in light mode with the new Intercom UI, there doesn’t seem to be a clear differentiation for the description section of Customer Tickets  -- is there any way this could be a bit more distinct?

I’m finding that the inconsistency in the notifications is making them unreliable. Apparently, even when the notifications setting is on, we receive notifications only when we’re not “active”. Since I have the Intercom tab open all day, I go in and check the income messages a few times a day but I would still like to receive a notification whenever a ticket has been assigned to me or whenever I am mentioned (hence my notifications setting) so that I don’t make “our customer” wait a while to be answered. Is there anyway I could receive notifications for all my mentions and assigned tickets regardless of my status (active or not)? Thank you

How does everyone set up their intercom inboxes and assignment rules when you have to support customers in different time zones? We are trying to assign tickets to our support folks from customers ONLY during the times we are 'contractually' obliged to For example, if a customer is located in APAC and opens a ticket during non-APAC hours, we want that ticket to 'stay' in the inbox and get assigned to anyone. However, we want the other inboxes to still auto-assign tickets to people who are 'active.' Is this possible? We don't have dedicated team members for each inbox, but the same team works on multiple inboxes.

I am experiencing an issue with the iOS version of the application. All audio files that are sent via conversation are unviewable and undownloadable due to an indefinite loading state. Is there a way to resolve this problem?