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Intercom Q&A

3395 Topics
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Erin_CNew Participant
asked in Knowledge
Article Usage by our email/chat teams vs AI

Looking to graph monthly numbers on:• Monthly count of articles used in emails and chats by humans• Same for AI 

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Jared Ellis
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Max ZNew Participant
asked in Workflows & Automations
Can we auto-tag conversations within Resolution bot the same way we have the option of tagging conversations with custom bots?

Would be helpful for reporting :)

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ericgriff
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Greg S13New Participant
asked in Outbound
Automate tagging of users who have received a post or tour?

In a Series, I can tag all users who go through the Series based on messages they’ve received.What about in a post or product tour that is not in a Series? Focusing just on Posts, I know how to tag users who have received the Post, but how do I ensure that users who receive the Post in the future will also be tagged?

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ericgriff
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Product TeamNew Participant
asked in Inbox
Conversation Tagging

Why does intercom not allow level hierarchy in tagging conversations?

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ericgriff
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Kristof BergerNew Participant
asked in Workflows & Automations
Waiting on external Event/Message/WebHook

Hi all!We are trying to find a way to raise an event from an external application into a FIN workflow, in order for it to continue processing.Explanation:We have an action as part of an app, which can used in workflows to trigger our functionality. This action will call an API on our backend, which will in turn trigger a flow to start a client-component via our own websocket. This works as expected.At some point, this client-component (or our backend) are in a position to say that the job is done. We want to send this information into the ongoing conversation/workflow between the user and FIN, so that the workflow automatically continues.It looks like there is no way of doing this, except for the closed beta FIN Tasks (this is what FIN suggested to me when asking it).Is this true? Is there no way to send external messages in to a process to trigger events? Thanks for any help with this :-) -kristof

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Paul Byrne
Intercom Team
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Kyle TNew Participant
asked in Inbox
Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.  Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?

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Ulisses TestNew Participant
asked in Messenger
Inbound Phone Calls on Messenger

Hi everyone,Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number?I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access.Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:”Any help? Or am I asking for features that don’t exist? 

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Clarisse TolosaNew Participant
asked in Inbox
Outbound call adding me as a contact

When I make an outbound call, it adds me as a contact in the client profile. Here are the steps:select a contact in intercom start a new conversation click the plus button in the top left corner to select phone call as the type of commsWhen I return to the page showing contacts, I then am added as a contact for the business. Client data is synced from Salesforce. So  typically if I dial out with a number that we don’t have in SF this is where we’re seeing me being added as a contact.

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Erin_CNew Participant
asked in Knowledge
Article Effectiveness in Deflection of Support Tickets

Hey there, Anyone have advice on how to track:• Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved.Any help is appreciated.

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Julian Murray
Innovator ✨
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Kathryn BNew Participant
asked in Inbox
Is there a way to pin/star important notes within a conversation?

Our team will use the Notes function to add details to some conversations. For example, they'll add a link to a Shortcut ticket if they escalated the issue to another team. We would like to quickly identify/surface these notes for quick action when following up.

2022
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leegeeteeNew Participant
asked in Outbound
Attribute json blocks for html blocks contains an invalid message template variable - but previews work

I’m trying to use a custom HTML template to send an outbound message (it’s an A/B test, not sure that matters) and when I click “Schedule and set live” I get the error message “Attribute json blocks for html blocks contains an invalid message template variable.” I sent 10 Preview messages successfully to various email addresses for testing, and only encounter the error when I try to set the email live. I built the email in Figma with the Emailify plugin. I have exported code before using the same programs and didn’t get this error but obviously this is a different email with different styling. I am clearly not a programmer (I know just enough to be dangerous) and I am comfortable making minor changes in HTML. I have read the help desk article https://www.intercom.com/help/en/articles/245-creating-html-emails and I see the list of supported HTML blocks but am not sure how to search in my code for something *not* allowed. Happy to share the full code with someone who can help.  

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Richard CNew Participant
asked in Knowledge
Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

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Jhousto8New Participant
asked in Outbound
Outbound messages and Bubble

We are built on bubble. I have been trying to get our outbound messaging to  work for weeks with support not being able to pinpoint the issue. I am trying to set up an outbound message to pop up when user goes to a certain page and is on the page for at least 15 seconds. Any suggestions for rules maybe that I am missing to get this up and running? I have tested it a bunch where user meets all the criteria but the message is not sending to the user.

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Paul Byrne
Intercom Team
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YannNew Participant
asked in Outbound
I cannot start a free trial

After I complete the information to start a free trial, and verifying my email account, it return a “403 Forbidden: Workspace Suspended” tips, and after that, every time I click the “Start free trial” button, it return this.How could I start a new free trial?The Screenshot of the tips 

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Paul Byrne
Intercom Team
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KevinHNew Participant
asked in Inbox
Introducing Branches for Brands - Optimizing organization

To give you a better context, we have 4 brands across some of our markets within Europe and the Americas.Now, one of the Brands is present is all these countries, which for each individual market we have had to create a separate Brand on Intercom, associated to a Help Centre, linked to an email address, etc.Would be great to have a way to keep them organized, having one brand and branches if the brand has presence in one or more countries, this to help us keep it organized, since we are currently moving and growing, giving presence of our brands in other markets. Any suggestions are always welcome!

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Paul Byrne
Intercom Team
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Lynn Van AertNew Participant
asked in Inbox
Not receiving push notifications on Sony device

Hi, I have already read your support articles regarding not receiving push notifications on Android and have executed everything suggested, but I am still not receiving push notifications when we receive tickets or answers in our Intercom inbox. The message settings and app permissions have been set correctly, I have disabled battery stamina mode completely, I have manually indicated that there should be no battery restrictions on the app and I have installed ‘AutoStart Manager’ and I have added the app.But I still do not receive push notifications.I have a Android version 14 installed and my handset is a Sony Xperia 10 IV XQ-CC54.Can you help please?

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Kate HastingsNew Participant
asked in Inbox
Test conversations for agent training

We’re currently building out a new onboarding program for our customer support team, and we would really like to integrate test ticketing/conversations as a module to the program. I’m curious if anyone else has tackled this kind of project before and has advice on the best way to implement this with Intercom?I’ve previously worked on Zendesk, where we had a script to import our base test tickets and assign to each of our new hires, who would then work the tickets as normal w/ training & mentors acting as customers.With Intercom, I’m hoping there’s a similar functionality we can achieve with conversations, though I haven’t been able to find a solid solution. Seems like we could potentially setup a specific inbox and use emails in our prod instance, but curious if anyone has come up with a different/better solution to achieve this. 

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Jacques Reynolds
Intercom Team
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ShevNew Participant
asked in Workflows & Automations
Can I trigger chatbot responses to send a Slack notification?

I have a “notify Slack” workflow that’s triggered when a customer sends any message, but I can only see the customer and teammate messages in the conversation. Is there a way to see the Fin responses as well? This would help us a lot with triaging, and improving the chatbot responses as well. 

431
Jacques Reynolds
Intercom Team
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Tricia YonahaConnector
asked in Outbound
Chatbot routing

Our chatbot widget is linked to our company's website and knowledge base. We set up a workflow for the chats to route to a chat inbox, but they are routing to our General team inbox. How do I fix this routing issue?

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Milan
Top Expert ✨
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ibrahim123New Participant
asked in Messenger
After identifying user, his previous messages doesn't show up.

We use intercom messenger in our vue app. In out general components(App.vue) in initializing intercom as Intercom({ app_id: process.env.INTERCOM_APP_ID })then after getting user info from backend i call:boot({ app_id: process.env.INTERCOM_APP_ID, user_id: user.id, name: user.name, }).And finally if user log out i call:shutdown()boot({ app_id: process.env.INTERCOM_APP_ID })Script works but when user opens messages in tab after logout and then log in, it see his username and everything except for his messages. It doesn’t showing. But if open widget only after log in in shows because i see spinner so there going fetch for messages. If user reload page also works. Problem appears after log out and log in

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Paul D
Intercom Team
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Fabia TopellNew Participant
asked in Inbox
Fix time difference in ticket attributes

When we (german-based company) use a ticket attribute with da date value, the ticket events record a different time. In the summer time, the time difference is +2 hours and in winter time +1 hour as Intercom treats everything as GMT. So when we record appointments in a ticket attribute, it will always be wrong for our time zone. Also, we wanted to snooze ticket according to the timestamp in a ticket attribut. That results in the same incorrect time and is really confusing. It would be really helpful if this would be fixed.

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Anthony Miller 2New Participant
asked in Messenger
do you restrict file uploads?

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

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Paul Byrne
Intercom Team
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AdamChenAppierNew Participant
asked in Workflows & Automations
How should I make Object Mapping with response of a list?

Hi team, I’m trying to fetch user information with external API. The example response was like : { "list": [ { "customer": { "id":"123", "first_name": "Darth", "last_name": "Vader", "email":"darthvader@deathstar.com" } } ]}I can see the example response in Data Access but since the first layer is a list, I can’t mapping that in Object Mapping. Could you suggest how should I mapping these data? Thank you. 🙏    

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Paul Byrne
Intercom Team
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Tristan KenneyConnector
asked in Workflows & Automations
Workflow questions related to Intercom Phone

Hi all!We’re currently running into some issues related to Workflows that are triggered from calls coming in.What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:   A: Is an IVR PromptC: Is a hold and assignB: Is voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.  Happy to be pointed in

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Inter C12New Participant
asked in Contacts
Why do I have duplicate users?

I have duplicates of some users, all with the same email address. How did this happen? How can I fix it?

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