Intercom Product Area

[iOS Native] When App is closed and push notification is clicked, the chat/post does not open in the app.

Hi! We would like to send a short summer message as a chat bot message, on top, of the ordinary that we have today. how do i add that to our bot?

Hello guys, I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it. Configuration: Workflow Ticket Trigger : “If teammate changes the state of a ticket” From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not. It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

Hi, I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed. In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours. We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscrip

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side?

How to disable (speak to an agent button)?

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

ANR on Initialize

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

Use of side conversations with 3rd party support tools

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”. Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation. Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email). The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations. Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side convers

Is there a way to change the speaker icon color within a video bot?

From Intercom's help center, it says, "Video bots are muted by default. Visitors can easily unmute them by clicking the speaker icon:" However, the speaker icon is a really dark color in our video bot, so it's nearly impossible to see. In the help article below though, their screenshots shot the speaker icon being white: https://www.intercom.com/help/en/articles/2478656-personally-engage-your-visitors-with-a-video-bot/p> How can we change the speaker icon color on our end to be white? Thank you for the help!

Duplicates users (same email and same userID)

Hi, We are experiencing duplicates creation on intercom for the same userIds and emails, the example is below: I think that the problem is on SDK side or/and API calls to Intercom. For example, to update existing user we do a post request to search by email intercom id and update that contact, but it looks like sometimes (event if a user exists on Intercom ) by some reason we are not always getting intercom id back and then the script creates "a new contact" (or it is something within SDK). The issue is that it is not a new contact and it should not work like that. Eventually these duplicated users go to "onboarding" series, but they are old and should not get any onboarding emails.. What could be the issue and solve it? Maybe it is about API/SDK update?... Best, Anastasia

Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

Back-office tickets not auto assigning to creator

When we link a back-office ticket to an open conversation that we are working on, it does not automatically assign that ticket to the user who created it and is in charge of completion. This often leads to the ticket being left “unassigned” which poses a lot of issues and then manual clean up for our team. It would be ideal for the back-office ticket to auto-assign the user who created it to avoid it becoming unassigned and then us having to clean up the unassigned folder often.

Auto-updating of user when CC'ing/Forwarding to another person.

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

How you are translating articles, and copying content for translating?

How are y’all translating your articles? We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

I am getting 403 errors in semrush

Hello When I audit my help center site with custom domain, I am getting too much 403 errors. I guessed it was robots.txt issues. But I couldn’t edit robots.txt in my help site in intercom. How can I edit robots.txt? or how can I fix these 403 issues? Please help me. Thanks.

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.

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)

Schedule replies in Helpdesk

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

Collapse quoted content in conversation

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail. However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads. BR Christian

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, D What do you want to do?A or B » correct article displayed

Customized CSAT

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product. What steps should I follow to achieve this in the automation?

custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center? I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...

Duplicate/Triplicate Messages on Instagram

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation. Hope someone can help.

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it?