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Intercom Q&A

3395 Topics
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NuncEstBibendumNew Participant
asked in Knowledge
Is there a way to completely disable the "Send us a message" option in the Help Center ?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

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mateusz.leszkiewicz
Intercom Team
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Yusuf CelenliNew Participant
asked in Outbound
Small team with 1 account?

Hey all. Curious if there are any solutions or recommendations for a small team to use Intercom. Currently we’re seeing $29/mo per seat which is SUPER pricy and already extremely limited as it is as we’re very small and in the beginner stages. It makes no sense to spend $60 or more a month just for 2 reps when we only have maybe 1 chat per week coming in. I’m wondering if anyone uses a shared email/account or have any recommendations. We can’t even take advantage of all of the features of Intercom because it’s gated behind a $85/seat/month cost which is almost 3x the cost of the entry level plan. We love Intercom but feel super restricted despite paying for it.

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mateusz.leszkiewicz
Intercom Team
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Ron HillNew Participant
asked in Outbound
Untagging Option

Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable.  We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery.  Thanks!Ronald Hill, Customer Support AgentZipline International 855-947-5163

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wearefinalyticsNew Participant
asked in Contacts
Force Merge Duplicate Contacts

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

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Paul Byrne
Intercom Team
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Akshay SinghalNew Participant
asked in Outbound
SMS Limit reached and support is unresponsive

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.”I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

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Paul Byrne
Intercom Team
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Rob B11New Participant
asked in Messenger
Does Intercom have a desktop app?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

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KileyNew Participant
asked in Outbound
Connecting Intercom Survey Data with Domo

Does anyone know a way to get Intercom survey data pushed to Domo on a daily basis (potentially using the json connector)?

281
Jacques Reynolds
Intercom Team
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Heather PConnector
asked in Knowledge
How to set up redirects when changing help center domain

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

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Amy DNew Participant
asked in Knowledge
I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

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DennaNew Participant
asked in Outbound
How to handle product tours when the page has modals that pop-up if a user clicks something.

I have a product tour which encourages users to click 'Create a Tag'. Once the user clicks 'Create a Tag' a Bootstrap modal pops us with the next step. After the user creates a tag, a second tour tells the user how to delete or edit the tag.  If a user goes to the page and immediately clicks 'Create a Tag', before the tour appeared, then the tour appears with popup modal, which looks weird. If a user creates a tag and then quickly creates a second tag, the second tour appears when the modal is open. This is very confusing for the user.  And idea how to prevent the tour from appearing if the user clicks on a modal or scrolls pass the location of the tour? See the screenshots.

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ArmandaConnector
asked in Workflows & Automations
Workflow to redirect new or not responded messages

Hello, I would like to create a workflow to: 1-When a new email message comes, assigns it to a specific inbox , let’s call it A2-When the message is responded to the customer, it will assign to another inbox, let’s call it B3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

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kashinath.chariNew Participant
asked in Inbox
Intercom Crash on android

I am using intercom version 15.15.0 but most of the time it crash with the 2 different types of error .please find error logs below  java.lang.IllegalArgumentException: no paragraph (layoutCache=ParagraphLayoutCache(paragraph=null, lastDensity=InlineDensity(density=2.8125, fontScale=1.0)), textSubstitution=null)                                                                                                        at androidx.compose.foundation.text.modifiers.TextStringSimpleNode.draw(TextStringSimpleNode.kt:418)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.drawDirect-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:110)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.draw-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:89)                                                                       

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seema.nagarNew Participant
asked in Contacts
How to convert loginUnidentifiedUser to Registered user in React Native

We are calling loginUnidentifiedUser() when user open the app without user login and if user logged in, then  calling Intercom.loginUserWithUserAttributes({ userId: userId, })but we are getting Error - Error in loginUserWithUserAttributes 

1143
mateusz.leszkiewicz
Intercom Team
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marcellosalasNew Participant
asked in Inbox
Messages Stuck in “Sending” Status – Anyone Else Facing This?

Hello I have been experiencing an issue where some of my Intercom messages get stuck in the “Sending” status and don’t get delivered to the recipient. This seems to happen randomly some messages go through instantly; while others just stay pending indefinitely. Refreshing the page doesn’t help & I’ve already checked my internet connection.🙂I have tried logging out and back in, clearing the cache, and even testing on a different browser, but the problem persists.  🤔I’m wondering if this could be a temporary server issue / something related to message queue handling. Has anyone else faced this? Are there any troubleshooting steps I might be missing?🤔Checked https://community.intercom.com/conversations-9/Alteryx Training guide related to this and found it quite informative. Would love to hear if others have encountered this and found a fix. Also, is there a way to manually retry sending stuck messages instead of rewriting them? Any insights would be appreciated!  Thank you !!🙂

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Intercom Team
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User316New Participant
asked in Outbound
How can I send emails to multiple users?

Is there some way to upload a CSV of user IDs instead of having to manually enter each one into the 'who will receive this' bit? I want to send an email to 50 or so people.

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Conor
Innovator ✨
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tataralexaNew Participant
asked in Workflows & Automations
The Multilingual Workflows feature

Hi,I cannot see the The Multilingual Workflows feature to activate it on my workflow like this article mentioned:  The AI Inbox Translations is enabledbut I don’t have the other button :  Any advice? Ideas? Thank you, 

623
Conor
Innovator ✨
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travish headNew Participant
asked in Outbound
hey i am new here

can you help me

251
Conor
Innovator ✨
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kyra.floreaNew Participant
asked in Inbox
Partitioning Two Intercom Inboxes

Hello. I work for a company that uses Intercom to organize our client interactions. We are in the process of starting a second company. The same customer service team will be working for both companies for the foreseeable future. Is there a way to partition a single intercom account into two inboxes (one for each company)? Thanks!

371
Conor
Innovator ✨
R
Roman PrudnikovNew Participant
asked in Inbox
SLA breached notification

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

751
Conor
Innovator ✨
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Innovator ✨
Denis TaranetsActive User
asked in Contacts
How can I build a report about which user tags were applied, by whom and when?

Hello, team. I would like to find a way to monitor specific tags. Which users got tagged, by whom (specific agent, bot, series). As I can see, the information about who and when set the tag is available in intercom, but I cannot find any way to filter this info. I checked the teammate logs (there is no Tag-related activity written there).And of course the standard "People" section. Filter "tag" only work as yes/no attribute. Perhaps anyone got an insight on this? Thank you in advance

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Tricia YonahaConnector
asked in Inbox
CC'ing an external email after closing a chat

After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?

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Paul Byrne
Intercom Team
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AnibalNew Participant
asked in Knowledge
News item landing page is blank

We have successfully configured and launched a News Center and posted publicly our first News Item, which is displayed properly both within Messenger News section and within News Center main URL (a custom domain properly configured following Intercom’s Custom Domains for News Center instructions).The News Center main page loads perfectly and displays our first news Item but when clicking on the News Item title to open the News Item in a new window we land on a blank page (no 404 error, just a blank page).   

251
Nathan Sudds
Top Expert ✨
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Kellen C.New Participant
asked in Inbox
Short URL for quick sharing of links to conversations

Since one of the few ways a Lite user can see a conversation is via link and to make it easy within a CX team to share conversation URLs without having to mention everyone, I’d like to suggest an option in the upper conversation tool bar to grab a shortened URL for that conversation. We had this in Richpanel, and it made it super easy to quickly grab a link to the conversation for easy sharing. 

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ArmandaConnector
asked in Inbox
Auto-reply after business hours

Hi team, Is there a way to create an auto reply only after business hours?

1228
Conor
Innovator ✨
A
Ana HenryNew Participant
asked in Knowledge
Is there a way to track downloads?

If i have a file in an article, is there a way to track downloads?

372
Nathan Sudds
Top Expert ✨
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