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Intercom Q&A

3348 Topics
Christine Z
Employee
Christine ZEmployee
posted in Messenger
Feedback Needed! Customizing the Start Conversation Button in the Messenger

Hi everyone 👋 Soon you’ll be able to change the phrase used in the start conversation button on the Messenger Home screen via a drop down of options. We’d love to get your feedback on if these choices resonate and if you have suggestions you’d like to add. Right now we’re considering Send us a message, Ask a question, Chat with us, Talk to us, Contact us, and Start a conversation.    Just let me know in a comment below! PS - this first iteration won’t support a free text input, just a selection of pre-canned options.  Thanks, Christine 

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PaulTaylor
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Grupo OLXNew Participant
asked in Outbound
Não consigo fazer comunicação ha 3 semanas na intercom

Não consigo fazer comunicações há 3 semanas na Intercom! Desde que mudaram a cobrança dos acessos de equipe está com algum “bug” pois mesmo com acesso ilimitado, dando ok para a nova cobrança e limitando outros membros da equipe, estou com acesso total as funcionalidades, mas não consigo fazer nenhum tipo de comunicação!!Nossas ações e resultados estão sendo impactados por não estar conseguindo utilizar a ferramenta contradada justamente para essa finalidade.  Abri um chamado (16119309) e falaram que mais clientes estavam com esse problema, porém não deram um prazo ou se quer uma estimativa de um prazo para que a ferramenta volte a funcionar. Mais alguém está com esse problema? Alguém da equipe pode solucionar?  

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OdetteNew Participant
posted in Knowledge
Sync folders from Confluence

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

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Nur Nahid
Super User ✨
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Chris C11Active User
asked in Automations
Alert sales when event X occurs

When a user clicks “upgrade now” in our app we fire off an event called “upgrade requestes”. I want this upgrade request to somehow land in the shared inbox used by our sales team. This ensures nothing is missed. I’d also be OK if a ticket was created. I also would prefer that this is silent, ie the customer would not need to do anything after they clicked upgrade requested.I tried to do this with a series and also with a workflow. Issue with seriesThere is no option to create a ticket. A message can be created but unless the customer replies to the message it cannot be tracked. We don’t want the message to be sent to the customer, we just want a silent alert to sales, a message with a note alone would even work.Issue with workflowThe only option for the second step (before creating ticket, etc.) is to put up a dialog box with path choices. This again does not solve my issue of silently alerting/tracking in Intercom. Is there some way I can use this event to make something trackable in

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Marcelo MaderiaConnector
asked in Knowledge
CSV Glossary File

Where can I upload a CSV glossary file?Thank you,MM

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Nur Nahid
Super User ✨
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Emma McKenzieNew Participant
asked in Knowledge
Bots skewing article engagement

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

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Daphne VijnNew Participant
asked in Outbound
Outbound views series

Hi, since I manage certain series, I would like to create a View in Outbound where I can only see the series relevant to me. That way, I don’t have to search through all series, but can directly access the active ones for my department with a single click.

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Sebastien CoteNew Participant
asked in Outbound
Inquiry about Non-Profit Discount, Multi-Language and multi Help Center

Hello,We are a small non-profit organization based in Canada with five employees. We have been exploring a client support solution for our multiple events.We have a few questions regarding your services and features. We are curious if your platform offers any discounts or special pricing for non-profit organizations based in Canada. Each of our events requires will need a dedicated Help Center to provide tailored support to our participants and attendees. Could you please confirm if it's possible to add multiple Help Centers under one account? Finally, Canada is a bilingual country, with both French and English being official languages. We will need the capability to publish articles and provide support in both languages. Can your platform accommodate this requirement?

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Ploy TeansuwanNew Participant
asked in Inbox
Conversations inbox related: [Q&A] Away mode /Snooze feature settings

Hello team!We are deep diving into each agent conversations at the moment. There are patterns and questions regarding found patterns as below 1.) Understand that once agent put their status in “Away mode”, agent will be unassigned to the conversationsMay I know where the conversations will be sorted into please. Is it the main Inbox of the agent’s team? I saw when this happens. The CS supervisor would need to reassign the conversations to other agents manually. Is there anyway that it could be set to reassign automatically instead? if so, would like to know how to set?2.) Snooze featureWhen the conversations has been snoozed using the snooze feature in Intercom. I would like to understand. Which option teammate should select in below picture to prioritize the snoozed conversations to be on top? Appreciate all of your guidances. Any best practices please kindly advise Thank you very much! :)Ploy

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Jobi JohnNew Participant
asked in Automations
How do people recommend their team to manage Intercom conversation notifications?

Hey yall, conversations that are assigned automatically send 3 separate emails to the assigned teammate:One email about conversation contents Second email that the conversation was assigned to them Third email that the conversation was assigned to the Support Team they are onThis feel like a lot of emails for just one conversation. I talked to Intercom support and they said this is operating as expected, but that they’d put in a feature request for this.In the meantime, I recommended that our Support Team should have at least the following notifications enabled: Any mentions of you in a conversation Activity in anything assigned to youI was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?

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Rob B11New Participant
asked in Messenger
Does Intercom have a desktop app?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

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halcyoncv
halcyoncvNew Participant
asked in Automations
I want Tips on Improving User Onboarding with Intercom

Hey everyone,I have using Intercom to improve user onboarding for our product & I want  advice from those who have experience with it. I want to create a smooth; engaging onboarding process that helps new users quickly understand how to use our features and get the most out of the product.What strategies or features within Intercom have you found most effective for onboarding users? I have been exploring things like automated messages and in app guidance but I want to hear about any other tools or tips that have worked for you. I have also been using uipath for some automation in our workflow, so any ideas on integrating that with Intercom would be awesome.Also, how do you balance automation with personalization in your onboarding flow? I want to make sure users feel welcomed without overwhelming them with too much info upfront. Thank you... 😊

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Paula ShulerNew Participant
asked in Inbox
Is there any way to send new conversations assigned to a team/teammate into Slack?

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

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User140Active User
asked in Inbox
Can macros be exported into a CSV file?

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

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Steeve Cayla
JHarlowe
JHarloweConnector
asked in Inbox
autoresponder emails from customers creating ticket loops

Greetings friends, Wanted to put this out to the crowd to see what creative solutions folks have come up with.We are seeing ticket loops / duplicate tickets getting created when a customers support  / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. Question: What have others done to help with that? Workflows? Tags? Open to ideas and thanks in advance for the brain power

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JHarlowe
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Kristin HuntNew Participant
asked in Outbound
When developing a Product Tour, how can you get back to Settings of a specific step once it has been saved?

I’m almost done with a Product Tour, but want to go back into each step and adjust the size, or location of the message on the screen, but can’t seem to get back to the Settings options once the Done button is selected. I can see settings applied to the entire tour, but not to the individual steps? Is it too late to adjust these settings, and do I have to begin a new tour to fix it? I’ve even tried to add a new step, copy and paste the text into the new step but Settings can no longer be applied to each step once Save and Done are taken.

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ChelseaRentPrep
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Vanessa_PNew Participant
asked in Inbox
Is there a way to see when a conversation is snoozed until?

My team routinely snoozes tickets to follow up on in several days or the following week, and we know we can view those conversations anytime from the snoozed section of our inbox. However, is there a way to see when we snoozed a conversation until? If not, it’d be helpful to be able to hover over a message preview and see something like “Snoozed until 7/5 11:00 am,” for example. Or to click into a conversation and see that info on the side or under the ellipsis at the top.

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Bukunmi OjumuNew Participant
asked in Inbox
Anyone using a third-party app for Intercom Inbox translations?

Hey everyone!We’re currently exploring solutions for multi-lingual support within Intercom and I’d love to hear from anyone using third-party apps for Inbox translations.We’ve tried a few options from the Intercom App Store, but have run into issues with both translation quality and functionality. I’d really appreciate it if anyone could share their experience—good or bad—with third-party tools they’ve used to manage translations directly in the Inbox.We also beta tested Intercom’s native AI-powered auto-translation and found that the translation quality was quite good—better than some other options we’ve tried. However, the current feature setup makes it unusable for our needs. Right now, it applies translation settings workspace-wide, and what we really need is granular control at the agent or team level. We have multiple teams using the same workspace, and automatic translation would be disruptive for some of them.What I’m looking for:✅ Works with Intercom Inbox✅ High-quality transl

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Marcelo MaderiaConnector
asked in Inbox
Unassigned Inbox

How can I make SMS, WhatsApp, and email channels appear in the Unassigned inbox?

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Lasse Hammer PriebeNew Participant
asked in Messenger
Issue when presenting Intercom (latest SDK version) from app in darkmode on iOS

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

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Jacques Reynolds
Intercom Team
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Marcelo MaderiaConnector
asked in Automations
Automatically close conversations due to inactivity within the initial bot

What are the best practices for 'Automatically closing abandoned workflow conversations'? 

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Steeve Cayla
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Ryan PetersonNew Participant
posted in Inbox
Re-order conversation's in back office ticket to have most recent on the top

Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update. It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest. Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.

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Sarah MurrayNew Participant
asked in Outbound
Create Internal Process from Outbound Series

Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action.  Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note Can anyone help? 

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Alex Petroiu
Alex PetroiuNew Participant
asked in Inbox
First Response Time SLA specifically for our Tier 2 team

I’m exploring ways to apply a First Response Time SLA specifically for our Tier 2 team, and wanted to get your thoughts on the approach I’ve come up with. Would this logic work in Intercom? Apply the FRT SLA when the conversation is first assigned to Tier 1 (CS) using a workflow. When the conversation is escalated to Tier 2, apply a Time to Close SLA (e.g. 1 hour), treating that as a proxy for FRT — since Intercom doesn’t allow multiple FRTs per conversation. Create a second workflow triggered by “Teammate sends any message”, with an audience rule that checks if the conversation is assigned to Tier 2. This workflow would then: Override or stop the Time to Close SLA Log that the Tier 2 “first response” has been sent This setup would essentially let us measure Tier 2’s responsiveness separately — even though it’s not tracked natively in Intercom as a second FRT. Would this approach work as intended? Or is there a more reliable way to simulate separate SLA tracking for mult

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Alex Petroiu
Rosemary Stone
Rosemary StoneConnector
posted in Knowledge
Interactive flowchart

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

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Intercom Team
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