Intercom Product Area

What is the difference between an inline and a floating banner?

Can I A/B test banner messages?

I've been exporting all message data as in https://developers.intercom.com/intercom-api-reference/v0/reference#downloading-the-dataBut I can't see how to keep track of messages within series with this message data model. Recent exports I've made (now we use Series instead of regular campaigns for some promotions) have broken my reports, since the column Folder / CampaignName is set NULL. Please help

We have tried using the Intercom default outbound address for ema ils, but we experienced that all of our emails and replies to emails ended up in spam or junk from the clients. We then switched to using "Use teammate's Intercom account email", which has been fine in terms of delivery, but now all the clients get access to our personal work email and the clients end up sending emails outside of the Intercom sphere and directly to our Outlook.  It seems both versions are creating issues for us. Do you have any experience with the above or any suggestions on how to combat these two issues?

When editing an email message in a regular campaign, in the select audience section, there is a very useful filter to avoid SPAM folders, which excludes disengaged users (users who hasn't opened past 20 emails or so). I can't see such a feature when editing an email within a Serie. Is there a workaround? is this filter set by default when the message is within a Serie?

We are a LMS platform that hosts learning content of different organizations. We have a product tour on how to use our platform, but diferent organizations are set up with dufferent brandinng colors etc. How do we set up the tour in such a way that the same tour appears for different organizations.

Share a screenshot of a Series you’ve created and be in with a chance to win a personal workshop with a Series expert. There’ll also be some great Intercom swag up for grabs! (Entries will close on the 3rd November)  A few more details:Post an answer with your screenshot to be in with a chance to win.Please include a brief description of the Series and it’s goal alongside your screenshot.The Series does not have to be live, it can be a draft.Message and Rule blocks should be clearly named and visible in the screenshot.Make sure to block out customer information or anything which may be commercially sensitive.You can include multiple screenshots if your Series is large or complex. 

Hi, I'm pretty new to Intercom and I guess my question here will be basic to most of you so I'd like to apologize in advance. I'd like to know if it was possible to assign conversation ratings only to a few number of people rather than the entire team?

If I set an ongoing outbound email to "when {{ custom data attribute }} is exactly 1 day ago", will this email send every time the custom data attribute reaches 1 day ago, or will it only send the first time this is the case? Follow up, if it is set to "when {{ custom data attribute }} is less than 5 days", will it send every day when it is less than 5 days, only once from days 1-5, or only once per contact regardless of how many times the custom data attribute is reset and enters this range. Thank you.

Hi, is there any way to set conditions trigger between steps, for example, wait one day --> if number of orders increased, switch to [this], else, switch to [this] Thank you

 Is there a 3rd party tool out there that can help with this? (Intercom has an office hours feature, but I'm looking for something that sends out an actual reply in the conversation)

If we want the Messenger Launcher to open by default when a page loads, is there an easy fix we can add to the JS snippet?

Is there a way to limit a post to only send to the first 100 users that meet the defined criteria?

Hello, Intercom community! Is there a way to monitor the deletion/archiving of users by the teammates? Also, can we somehow limit rights to archive/delete users for some users (i did not find such a setting in the permissions settings)

Hi! I have Help Center by Help Docs active on our website. We are ready to change Help Docs to Intercom. However, we have a large scale communication campaign active where we are directing our customers to certain help center article. We are going to move Intercom Help Center to the domain where Help Docs is located. Am I able to customize Intercom Help Center article URL´s to match the ones Help Docs are have right now? Or is my only option to automatically re-direct customers from certain URL´s to the new ones? Hopefully you get what is my use case and give you opinion to the matter 😅

Hello, I want to set rules based on user segment.  For example, as a scheduling app, if someone has not scheduled their first meeting, I want to direct them to a re-engagement email sequence. Otherwise, they can progress. Here's my question: if I don't set any rules (because meetings are not associated with a URL or time on a page), can I use the "Who will proceed" section to target the user segment we to proceed, will that group progress? Additionally, will users who don't fit that parameter be considered "not matched" and proceed accordingly?  I've attached a screenshot demonstrating the concept.

Hello! Currently I am exporting data from the "exports" tab under "customer support", by team participated.  One thing I have noticed in pulling this data is that the med first reply time in aggregate varies vastly from the med first reply time per team participated in aggregate that is displayed in the UI under the "responsiveness" tab under "customer support".  For instance, I am pulling a med response time for a count of 109 conversations for Medicare-Tier 2 from the export for 10/12 and it shows 1:01 minutes.  However, within the "responsiveness" tab it shows 19 minutes for Medicare-T2 med first reply time and 106 conversations.  Can you help me understand why this is so different?

I get the message "Email can't be sent right now as your workspace is being reviewed. We've emailed your workspace admin with more details." No email from Intercom and chat is unresponsive. What do I do? This is very frustrating, as we've just moved our emails to Intercom, and are now having to move it back to Salesforce.

how to count the customer satisfaction?

I'm the main person responsible for our help center at my workplace. When I look at the conversations that our support handles I often find that our users don't seem to know that there is something like a help center. We do link to articles in lots of marketing content, in product tours and added the search in the messenger. We even have a "Help" button in our product that links to it.I also encouraged our support to send the fitting articles whenever possible. Is there anything else that worked for you? Were you able to increase the views for articles somehow? Curious to hear some insights.

Ive been struggling with this for the past few months and seems no one can assist me with a permanent solution

Hi, There is a bug during the creation of an email template from HTML. 1) Start creating a new e-mail template2) Switch to HTML editor3) Paste long HTML code 4) Click e-Mail subject and try insert attributes You will get: Attribute window hides in front of the editor :/  BTW: Attributes are not supporting in HTML editor :/ (This is a feature request). @eric f11​ 

How do i know when the survey is completed by the user so that I can return a "Thanks for responding" canvas component . How should i close the loaded iframe. ?

Is there a smart way to pull through users information,eg telephone, postcode etc from a Facebook conversation (ad). Leads that land in our inbox provide us with the key details we need but I cant edit any of the fields on the right hand side? any ideas?

Customers appear as unidentified when contacting the support team while navigating the help center\reading an article in the Help center, how can I disable the chat option in the Help Center? When customers enters our Help Center website they have the ability to contact the support team via the intercom chat button. The problem is that they will appear as unidentified in the inbox, leaving the support team unable to answer them (if not in real time). Is there any option to disable the Chat option in the Help Center?