Intercom Product Area

Hi, I’m not sure if this has been addressed before, I couldn’t find an existing topic. Is there a way to manually create a user or lead in Intercom without entering an email address? I understand we can use either an Email or User ID for new users, but in this case, our agent needs to start a WhatsApp conversation with a lead who doesn’t have an account with us yet. The lead was referred through another channel and has no prior conversation history, so there’s no record in our Intercom database. Since the customer doesn’t have an email, we’re looking to manually create a lead using only their phone number.!--endfragment>!--startfragment>

Hi everyoneI use the Aircall integration with Intercom. Normally, when we get a phone call, it creates a ticket from the call. And the person who picked up the call, was automated assigened to the ticket.Since this week, there is not. The new created tickets getting unassigened, no matter who picked up the call.Cant find any changes. Any one got similiar issues or has a fix?

Our website is a SPA (Single Page Application). Is it possible to install the Intercom Messenger for a SPA with Google Tag Manager? If this is possible, how can I do this.And if not, if I install the messenger with the Code Snippet. Can I still track Intercom events with Google Tag Manager and Analytics, or do I need to completely change this setup?

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it? 

Can I open news section whenever there is a passive notification in the news intercom-messenger-frame else hide it?

Hi there! Looking for some help with two problems I’m having with getting a custom HTML template set up.  1. How do I import custom fonts? This is probably more of an HTML question, but at the moment, I’ve got .tff files ready to go, but have no clue how to get them into my code. Any guidance available here? Thanks. 2. Second, how do I grab an ‘unsubscribe’ link for an Intercom email? And then, how do I put this unsubscribe link into a custom template? I’ve tried using the {{ unsubscribe_link }} tag, but it doesn’t seem to be working when I click on the link in the preview that pops up while I’m editing the email. 

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

Do you think it would be possible to Extend the scale for the customer satisfaction (from 1 to 10).1 to 10 is now a standard and most of the SAAS companies are using it.

We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.

Hi there,I need help configuring the ticket system for a workflow I've built.My goal:I have a workflow bot for clients and sellers. I want conversations where users pass through a specific "Seller's questions" path to be automatically converted into tickets with the "Seller" type and a specific tag.What I've already set up: Created a "Seller" ticket type and a corresponding tag. Created a "when a ticket is created" workflow with a condition that triggers for any ticket with the "Seller" tag or ticket type. But...The automation isn't working. Tickets are only created if I manually convert these chats. Could you help me identify what's missing in my setup so it works automatically as intended?

Can I search Inbox by users phone number?

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package. 

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

Hey everyone 👋 We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this. We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.However, we also have tools that span all products - for example, an email tool that’s used across multiple product types. My current idea is to move these shared tools into a separate category like “Platform Tools and Features.” The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product. I’m torn between: Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)vs. Referencing it within each product section for context (but risking duplication and confusion - for example, users searching for email help might find multiple references across different categories

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

Is it possible to configure the Switch from Messenger to WhatsApp functionality so that, depending on the brand the customer is interacting with, they are offered a different WhatsApp number? Or is this something that might be available in the future? 

Hi!I have a series with two paths that take users to different checklists depending on their experience level. I wanted to review each checklist’s performance to see if our recent changes improved completion rates.If I check the Series Performance Summary Report (checklists section), I get:Total sent (The total number of checklists that have been sent and displayed to users within this Series.): 61,734 Completion rate (The percentage of checklists sent within this Series where the recipient completed the whole checklist.): 23.5% from previous 55 days (14,528 unique completions)If I check the checklist individually, I get these numbers: Checklist 1: Total sent: 16,021 Completion rate: 4.93% Checklist 2: Total sent: 4,437 Completion rate: 2.84% The amount of checklists sent are very different (from 61k to 20k if I add the individual numbers), and the individual percentages of completion are low and become way higher if considering both.Which data should I rely on to measure the impact

Hi,I would like to implement a workflow which is triggered when a conversation/ticket is created in a specific inbox, that triggers an api configured in data connector to fetch the information. Can this information sent by the api be added as a note to the ticket/conversation as shown below?How is the dataconnector’s success response data be sent as a note?  

Hi, I am stuck on a workflow automation which attempts to apply a tag to a person, rather than the specific conversation.  Context:  We have some leads and customers who are requesting info for a specific student discount we offer. When these requests arrive, we set the ticket type to discount request. After this type has been set,  I want to automatically apply a tag to the person, not the conversation. I am easily able to tag the conversation, but tagging the person doesn’t work.    The goal is to tag the person, and then we can email this group as a cohort in future for new offers.  This is the automation, and it doesn’t work atm:  Any ideas what the blocker is?  Or how I should be doing this instead of above? Thanks very much for any help! Matt 

I would like my outgoing emails inside the active correspondence to be sent not from the personal intercom addresses for each agent or personal email address, but from one general email address. For example, inside the conversation, there are 3 agents participating. A, B and C. I would like all the messages to be sent not from 3 different addresses but from one company address. Like support@mail.com . On my workspace end I should still be able to distinguish the messages that were sent by agents A, B, C. Is it possible?

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots