Intercom Product Area

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!

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?

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. 

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. 

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?

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

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.

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. 

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. 🙏    

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

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

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) 

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.

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

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?

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

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

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.   

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 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.

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.

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)                                                                       

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 

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 !!🙂

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.