Intercom Product Area

Hey Connectors!  I thought I'd share a blog post with you I discovered the other day that looks like it would be useful to our community.  Proactive support is a big buzz word at the moment and I've heard lots of people chatting about it! I wasn't sure what proactive support was at first so wanted to share it with you as well; it's providing help before it's needed. 👥 You can read all about it here. I love the idea of using proactive support to alert customers if there is any delay in shipping or delivery, this way you have happier customers as they know what to expect!  Do you have proactive support in place? I'd love to hear more if you do 😊

 I several splits where a user matches one or the other, but I've had user disengage despite matching the split they were intended to match. Even weirder, these users who have disengaged are still getting the messages, so it's like they're still progressing along the Series even though it's indicating they disengaged. I'm also seeing the numbers not match. For instance, it shows 20 users match a certain rule, but then there's 22 users at the wait block after that rule. These issues all seem like a bug, but I escalated this with Intercom almost a week ago and still haven't gotten an initial reply. Anyone else having these issues or have any ideas? So far Series has been an absolute nightmare and doesn't give us the info we need like Campaigns did.

We're looking to build out some more complex tours with our product team. Is there a way to add another layer of complexity to the current product tours, including code?Would be helpful if there was a developers guide to product tours.

I know when a new customer message the chat widget on the bottom right corner of the website, we can let them know the expected response time. However, is there a way to let existing customers (who are already in a chat conversation with us) know the response time? Thanks!

Hi All, I have an email draft on the intercom. Is there a way to covert that mail to a URL link (like a webpage) and share the link for people to view?

I tried integrating the button click code into my website, but I'm using Wix and it doesn't work I don't think they support java script. Older people are finding it impossible to find the messenger. It's too small and can't be changed.

When composing an outbound message, we're not able to add URLs and Rich URLs to the message, even though we can see these are being provided to Intercom...

We have users who write in to us through a special bot before they are logged into their accounts. Since they come up as an unknown user, we ask them to leave their email which we collect as a data field in a custom bot. Do the summaries of the conversation get sent to that email after the user leaves the app? Are they able to continue the conversation from that email?

Scenario: if a user creates a record in our application, and we create an event trigger via API, can we leverage transactional emails to notify all other users (based on this trigger) that the record has been created? Many thanks in advance.

The series saved fine, so I know all blocks are connected. Has anyone experienced something similar? Is there a way to determine what the specific error is? Or is there a cap to number of steps in a series?

We have custom data attributes with Decimal format, to hold currency dollar values. When I add them to outgoing messages, they don't get currency formatted.e.g. field value is 6252.0 - but it should display in the email as $6,252.00. How to do this?

My guess is yes but I want to confirm. Additionally, I cannot figure out to reinstate users should I need to.

This feels obvious but I want to confirm before I take action. If we pause a series to make edits and then set it live again, it won't contact users that have already entered the series correct? Honestly saying it out loud sounds like no, duh, but I cannot re-email thousands of users again. Thanks in advance!

Hey! I noticed when I tag users who got one of our emails, intercom caps it to around 10k. Is there a limit? Couldn't find any info about that. How would I go about tagging more than 10k? Ideally without exporting to csv and importing them.  Thanks!

I'd like to be able to select conversations randomly per team member to review for quality. The goal is to add some element of randomness to our internal quality scoring.  What methods are there to do this in intercom, using the API or 3rd party apps?  The next level would be to have the option to select specific metrics. e.g. 3 or more support responses. Closed more than 24 hours after the initial response, etc

We have several collections, each is visible to a specific group of users. It's pretty tedious to have to set the audience rules for each article in the collection and even more tedious when I have to go back and make changes.  Is there any way to set rules for an entire collection so that when I add articles to it they automatically assume those audience rules?

Hi, I am trying to use the API to send the customer's question to another custom API if the resolution bot doesn't have an answer. I couldn't find anything in the docs about this. Is that possible?

We've got 20 users who fit some particular criteria. We've created a new Serie for new users who meet the same criteria but haven't figured out how to add the original group of 20 to this Serie. Is this currently possible?

Hello, is the ability to embed documents to articles possible? Is there a workaround, or is it possible to request it as a feature request?

We need the product tour to be displayed on the homepage when a user is logged in. But since the page URL is the same for both logged in and non-logged in users, what would be the best workaround for this?

Hey Connectors!  We’re launching Top Tip Tuesday today! This is where we look through the most common searched terms in Interconnected and see if we can help each other solve these issues.  I noticed a lot of people recently searching for “How to install Google Tag Manager for Intercom” so I thought it would be handy to add some useful resources we have.  You can see a Help Center article here that brings you through the setup process step-by-step. This has also been discussed on our Community before, so I’m linking that

Hi,We need to show a message when our application or other 3rd service is maintained in our mobile application. However, we cannot use Banner to do that because it does not support for mobile application. We cannot use Post, Mobile push or Chat because it will disappear after user already read it. Please support!

Hello, We have the Intercom plugin installed on our WordPress site. Without the plugin, our GTMetrix load time is 3.3 seconds, but after activating the plugin it's 9.7 seconds. I've checked the waterfall section on the GTMetrix and there are Intercomcdn and JS take much time to load. It'll really affect our site speed and SEO. Please help with this.

Is series continually process? For example I created series today for inactive users for last seen 5 days and its match with 4 users then sent notifications them.After 10 days my rules match with 90 users so is this series send notification for them ? In screenshots, my series sent 4 notifications for matched users. Why ?

We are planning to translate our ~700 help articles to another language and I would like to obtain a word count for what we have written so far to estimate the cost. Is there a way to do this? I suspect we have to use the API or some other script to extract and then use another authoring tool that does word counts?