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Intercom Community

A place where you can ask questions, share knowledge, and get to know other Intercom customers

  • 139 Topics
  • 259 Replies
139 Topics
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Julie WNew Participant
asked in Intercom Community
How do I stop new Series entrants from getting old messages?

Question about email series - I thought that new people who entered a campaign would not receive "past emails" (ie. with specific date-based waits). But I had new entrants get all past emails at once. What do I need to do to keep that from happening?

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Eric Fitz
Employee
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UnoNew Participant
asked in Intercom Community
What's your response time and how many employees do you have in your customer support team?

Hi fellow intercom users!I'm trying to find out how big our customer support should be for our growing business. It would be much appreciated if you could answer these questions:Number of FTEs in customer supportAverage response timeOperating hoursWhat industry you are inApproximately how many customers/users you have Thanks!Uno from Steven

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Roy
Top Expert ✨
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Marina S11Connector
asked in Intercom Community
How to automatically update a company data attribute when an existing user gains a people data attribute?

I'm collecting a certain type of data about my users with a post using Ask a Question app, that can only save answers into a people data attribute. That specific attribute is in a list format. My marketing team needs this information in a company data attribute in a text format.  Would anybody know how to set up automation that would allow me to move text value from my list format attribute into another attribute that is a text format? The first one is people data, the second should be company data. Thank you!

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M
E
Erin B11New Participant
asked in Intercom Community
Can we build a forum-style page for our own product similar to Interconnected?

Can we build a forum-style page for our own product similar to Interconnected?

240
Kevin Bendixen
Top Expert ✨
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Eve MNew Participant
asked in Intercom Community
Is it possible to tag in bulk?

I'd like to add 100+ users to a tagged group but as they already exist on our intercom account I'm worried they will be duplicated (and receive multiple emails). Is there a simpler way of doing this rather than me searching for each individual person and tagging them? I have a document with all of the emails I need.

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Roy
Top Expert ✨
J
JolieConnector
asked in Intercom Community
How do I de-duplicate user records?

We recently had to update our customer's user ID's and a few duplicate records were created in the process. We are not sure how this happened but what I am wondering is what will happen if we archive the duplicate record? We recently had to update our customer's user ID's in Intercom and a few duplicate records were created in the process. We are not sure how this happened but what I am wondering is what will happen if we archive the duplicate record? I read that we can't merge 2 users so it seems like archiving the duplicate is the only alternative. I'm just worried about that possibly having unwanted side effects. Any advice would be appreciated!

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Eric Fitz
Employee
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LluisNew Participant
posted in Intercom Community
Hi all, this is Lluís and I'm co-founder at Vidbix, an app for Intercom that enables your customers to make screen recordings from Intercom without the need for them to install anything! Easier for your customers to explain, and all the context to yo

Hi all, this is Lluís and I'm co-founder at Vidbix, an app for Intercom that enables your customers to make screen recordings from Intercom without the need for them to install anything! Easier for your customers to explain, and all the context to your agents to solve faster! Love to be here and excited to be Interconnected! Ping me if I can help! 😀

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Eric Fitz
Employee
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Lisa F12New Participant
asked in Intercom Community
Is it possible to run two banners at the same time?

Is it possible to run two banners at the same time?

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Brent
Super User ✨
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Paul J12New Participant
asked in Intercom Community
Forum feature from Intercom

We use Intercom for chat & articles. Will a forum feature (like Interconnected) become available to us to purchase as well? (BTW - I did search, but couldn't find similar topics, so I apologize if this has been asked a gazillion times already). Paul

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Eric Fitz
Employee
Eric FitzEmployee
posted in Intercom Community
Hey Connectors! It's time for Fix-It Friday once again!

Hey Connectors! It's time for Fix-It Friday once again! It's your chance to help out your fellow Connectors with their burning questions. Can you help these folks out? Best practices for visualizing ALL engagements through Intercom?Since the 27th of april, we suddently have a lot of errors on our website that all relate back to the intercom help articles we published. They all...How to identify from which user/account/workspace a webhook notification generated?What are the best practices for multilingual support?Mobile Push data is missing in recent message data exportsHow can I stop automated responses adding this email into the conversation? Happy fixing!

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Eric Fitz
Employee
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User282New Participant
asked in Intercom Community
Where can I find intercom partners?

I love intercom, but as the product has grown our small team needs a partner to help us design and expand intercom to support our Shopify App Store Listing (https://apps.shopify.com/bing-shopping. Where can we find a list of partners/experts on intercom?

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Milan
Top Expert ✨
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User1052New Participant
asked in Intercom Community
Can Intercom be used as a CRM for a small startup with one or two Sales reps?

I can't seem to figure out what makes Intercom NOT a CRM at this point. By boss (CEO), wants me to find us a good CRM, but honestly, I am not sure we need one so long as we have enough Intercom features. Can anyone explain to be the main differences between Intercom and a full CRM platform?

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U
A
Anonymous
asked in Intercom Community
Why do you think more businesses are shifting their attention to conversational support?

This week we’re chatting with some of the leaders featured in our Ultimate Guide to Conversational Support. But we’d love to get our Connectors thoughts on the topic of conversational support too. So we’re asking you the question: Why do you think more businesses are shifting their attention to conversational support? Enter your thoughts below and we’ll share your answers on March 25th during our webinar Strategies for modern, conversational support  Also, if you have any questions for our panel, share them below too 😊   

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Brent
Super User ✨
Eric Fitz
Employee
Eric FitzEmployee
posted in Intercom Community
Hey Connectors! It's time for Fix-It Friday once again!

Hey Connectors! It's time for Fix-It Friday once again! It's your chance to help out your fellow Connectors with their burning questions. Can you help these folks out? Is it possible to update the anonymous_id parameter of the contact object?Schema for table relationshipsShare Product Tours within a Series as additional help during Inbox conversations. Happy fixing!

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Eric Fitz
Employee
Eric Fitz
Employee
Eric FitzEmployee
posted in Intercom Community
Hey Connectors!

Hey Connectors! Something to which I hold myself accountable, but haven't yet publicised within the community, is a response time SLA of two working days. This means that I try to ensure that every question in Interconnected has been answered within at least two working days. If you ask a question in Interconnected and you haven't received at least one response within that timeframe, feel free to tag me in a reply and I will do my best to make sure your question is answered.

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Eric Fitz
Employee
A
Alexandra KNew Participant
asked in Intercom Community
Can I auto-tag users and/or conversations in Intercom?

Auto tagging capabilities? Is this possible in Intercom, and what are the entryways for those automatic tags to be applied?

9760
Eric Fitz
Employee
S
SaritaActive User
asked in Intercom Community
Support OKRs

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

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Eric Fitz
Employee
I
Ishaan T11New Participant
asked in Intercom Community
Is it possible to create a newsletter via Intercom?

Is it possible to create a newsletter via Intercom?

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Milan
Top Expert ✨
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Inter C12New Participant
asked in Intercom Community
What are some examples of proactive support messages?

What are some examples of proactive support messages?

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Roy
Top Expert ✨
I
Inter C12New Participant
asked in Intercom Community
What are some examples of support chatbots I can build?

What are some examples of support chatbots I can build?

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Eric Fitz
Employee
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Inter C12New Participant
asked in Intercom Community
How can I create help content that delivers real value?

How can I create help content that delivers real value?

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Eric Fitz
Employee
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Inter C12New Participant
asked in Intercom Community
How can I demonstrate the value of support to stakeholders and move away from support being seen as a “cost center”?

How can I demonstrate the value of support to stakeholders and move away from support being seen as a “cost center”?

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Eric Fitz
Employee
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Inter C12New Participant
asked in Intercom Community
What is proactive support and how can I use it?

What is proactive support and how can I use it?

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Eric Fitz
Employee
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JolieConnector
asked in Intercom Community
I have some people who are showing up as "leads" when they message in even though they are already subscribers. This is causing some confusion for our sales team. Does anyone know what could be causing this issue?

I thought at first this was happening because they were messaging in using a different email (which happens frequently) but now I am seeing it happen with emails that are their actual account email as well. So for example I just had a person message in using the same email they use to login to our app just show up as a lead in Intercom. If anyone has some insight it would be greatly appreciated!

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Brent
Super User ✨
Eric Fitz
Employee
Eric FitzEmployee
posted in Intercom Community
Hey Connectors! It's time for Fix-It Friday once again!

Hey Connectors! It's time for Fix-It Friday once again! It's your chance to help out your fellow Connectors with their burning questions. Can you help these folks out? Can I set all links to open on a new tab?Hi all intercom guru, Do you know how to create Automation rule by using if " Email CC " I saw only option to use " Email To" Happy fixing!

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Eric Fitz
Employee
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