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Intercom Q&A

3358 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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KelvinJohnNew Participant
asked in Outbound
Showcasing Success | Why a Strong Portfolio Website Design Matters

A well-crafted portfolio website is essential for showcasing your work, skills and personal brand to potential clients or employers. How do you think a strong portfolio design impacts credibility and opportunities? What features make a portfolio site stand out and effectively highlight your best work? If you’re looking to create or improve your portfolio, this service can help make a great impression.Share your thoughts and experiences!

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Kevin SotkaNew Participant
asked in Automations
confirmation email needed for API-created tickets

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.Can you impart any guidance, here? Thanks in advance!

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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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Emilygav
Intercom Team
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Greg W12New Participant
asked in Automations
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!

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meerapatil
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Nat NgNew Participant
asked in Knowledge
Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated. 

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Phoebe TruongNew Participant
asked in Automations
Reset the SLA clock via workflows

This feature allows teams to automatically reset the SLA (Service Level Agreement) timer based on specific workflow triggers—ensuring accurate tracking when conversations are re-prioritized or reassigned.When activated within a workflow, the SLA clock is restarted from zero, aligning with the latest context of the ticket or conversation. Common use cases include reopening a conversation, changing conversation attributes (e.g., priority or assignee), or when a macro is applied that shifts the SLA expectations.

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Dhawal ThumarNew Participant
asked in Inbox
Snooze Automation to Reassign

Has anyone cracked the limitation of customers being unsnoozed in a workflow? I know that if the conversation is snoozed via the workflow, the reassignment to an agent is not possible. Has anyone come up with a workaround?

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Jacques Reynolds
Intercom Team
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ÍtaloNew Participant
asked in Knowledge
How to deactivate the message (inbox) conversations from my widget?

I wanna use the intercom widget only for knowledge base, with our articles, but I would like to turn off the option to talk or send a message to my inbox on my widget. According with setup customize doc there is a note that says:  Note: “Messages” is a permanent space in the Messenger and can’t be turned off. So, is there any other way that I can only show my articles without chat option? 

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Andre RomaoNew Participant
asked in Automations
How can I reopen an Intercom ticket using automation when a Jira issue is marked as DONE?

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

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Steeve Cayla
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LynnaNew Participant
asked in Outbound
outbound message-tour, doesn't work

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems goodBut when we test it, it’s not there. 

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conor
Innovator ✨
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Vinicius RibeiroNew Participant
asked in Messenger
Problem with chat on mobile

We're experiencing an issue where some users are unable to access the chat on mobile.We're using the Flutter SDK in our app. We've already verified that the affected users are correctly registered in our database, and the ID information is being passed properly. Interestingly, the chat is working fine for other users.How can we resolve this issue?  

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Intercom Team
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Mor CohenNew Participant
asked in Messenger
In app chat installation- identity verification

Hello, I’m trying to install the in app chat to my SaaS product. We send both email and user id, but the user id is the only thing intercom is taking. Here’s the initiation code:window.Intercom?.('boot', { api_base: 'https://api-iam.intercom.io', app_id: 'lv2etfg0', name: email, email, user_id: userId user_hash: intercomIdentityVerification?.userIdHash }); Ideally I would like to get also the email address, since just the user id doesn’t help me recognize who is the user. Please assist! 

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Intercom Team
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Jeffrey HConnector
asked in Contacts
How to import company's

Hi, I just exported a few companies but there seems no way to reimport the company's, it's only possible to import leads and users. Is there a way to import the the same data?​sadly there are alot of features, that are not available for companies.

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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
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Vivek TNew Participant
posted in Inbox
Looking for Best Practices for Tracking Feature Requests & Bugs in Intercom

Hey everyone,We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!Our Current ApproachWe have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature🔹 Customer’s purchase profile Feature🔹 Customer’s Phone Number edit option  Our Goals✅ Identify which modules receive the most customer requests (daily/weekly/monthly)✅ Determine the most frequently requested features within each module✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the baseLooking for Suggestions

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Sarah WuNew Participant
posted in Messenger
Users unable to close messenger chat

We have Intercom installed in our web-based app but lately 20% of our users are experiencing issues with being unable to close the chat - there is no 'x' or down arrow appearing in their window. Even if it shows the down arrow, clicking it will not close the chat. The only way to get it working again is by refreshing the page.Has anyone else encountered this problem and found a permanent fix?

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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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MairaSen
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LexNew Participant
asked in Inbox
How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning?

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...

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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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Carmen McGradyNew Participant
asked in Knowledge
Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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WojciechNew Participant
asked in Knowledge
Is there a way to add SEO meta description to main Help Center page?

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty: 

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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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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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Emilygav
Intercom Team
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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Emilygav
Intercom Team
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