Intercom Product Area

Hello! I would like to create a workflow to:1-Add tags to ticket directly in the ticket at “Details”: 2-And identify the ticket by content or subject, and automatically add it to a specific team inbox

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

I set up a tour and when it’s live, the entire site is greyed out and the user can’t click anything, including the tour. The Next button will react when clicked, but doesn't actually go to the next page of the tour.Something that may be relevant:We recently updated to install the messenger securely. (Maybe that wasn’t done properly?)Also, can you do a product tour and other messages if the Messenger button is not visible?  Thank you

I’m having trouble embedding a JW Player video into an Intercom article. I’ve tried using the JW embed codes, the iframe source, the share URL, and the actual video URLs in JW and keep getting an error message telling me that what I’ve entered isn’t supported, even though in that same message it says that JW Player video URLs are supported. I also checked to make sure my videos aren’t private and I was able to open them in incognito so I don’t think that can be it. Is there any documentation showing what the JW URL should look like?

We have several customers that often refer back to historical ticket data and it would be massively beneficial if there was a way for them to continue to search for historical tickets. The reason for this is because the way many of our customers are structured are Tiered entities. Basically, users in the Parent Company have visibility into the Child Companies beneath them that have their own users. These Parent Company users need to have visibility into all tickets so that they are aware of the issues their Child Company Users are facing.

I often find myself writing part of an email, which I then don’t want to send anyway. When I then want to write another message, the old message, the receiver, and the subject is still there. Is there a way to “abandon” message creation that deletes the message I’ve written + subject + receiver?

Hi Team,I need your help in setting up our Intercom Phone workflow. When adding a step for Hold and Assign, no teammates appear, including my own name. Am I missing something?I’d appreciate your guidance on this, as I need to be ready to take live calls on Monday.Thank you in advance for your support!Best,Marco

Hi I would like to hire an intercom specialist to help me fully maxamise my usage of Intercom. My business is an online therapy platform and I want to help walk my clients through some simple questions to get them to the right therapist.

what are all the best possible way apart from the native reporting of Intercom - I want to know how else I can get the reporting data for intercom tickets (not conversations) I have looked through their APIs but it only serves the tickets data not reporting data. Reporting data I mean, like finding the first response time, resolution time, etc., Any help would be appreciated. 

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???  

Currently the subject for the ticket notification is seen  as the first message in the coversation on the ticket which is ‘Create a ticket’.

Hi, when we reply messages from Intercom, all the new lines were removed when it shows up in Messenger.Here is the message we sent: However, here is what it shows up in Messenger:You can see the new lines and numbers are removed. Anybody knows why?

We have renamed a core part of our application, and now have the arduous task of replacing every mention of the feature manually within our 180+ articles…. How do others manage this?I find native the Intercom article management tools lacking:Can’t duplicate articles Can’t create article templates Can’t insert recommended reading (related articles defined by me) Can’t have global blocks/sections that are the same across the articles they appear in etc…It’s becoming logistically nightmarish as we grow our knowledge base.Is there any third party tool that can improve the management? Or do I need to just consider building a custom knowledge base?Thank you!

When using the ‘Insert image’ option into the ‘welcome’ product tour step and then selecting an image locally into the step, no image shows, only paragraph blank space. I’m trying to upload images/giffs into the product tour so users can see the interaction I’m highlighting.  Why is not working as it should be and can someone please advise me on a resolution? Thanks!

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

React-native: 0.73.6 intercom-react-native: 7.2.1In the messenger we have images that are not displaying and when clicking on an article it will navigate to a blank modal. Any suggestions?missing images display question mark 

To help with spam management, I’ve created a set of workflows designed to make the process easier. Workflow: Mark as Spam Automate Spam Tagging and OrganizationThis workflow triggers whenever you want to mark a conversation or contact as spam. It automatically applies a spam tag to both the conversation and the contact, then moves the conversation to a dedicated Spam inbox for better organization. You can also customize additional steps, such as closing the conversation immediately.Learn how to create a workflow here.  Setting Up the Spam InboxCreating the inbox for spam is straightforward:Navigate to the Team Inboxes section in settings. Create a new inbox and assign relevant agents to it.Detailed guide to team inboxes. Automatically Marking as SpamWhen incoming messages are received, I check if the person in the conversation is tagged with the spam label. If so, the “Mark as Spam” workflow is triggered.With this, you can, of course, add more detection rules, as we have done. Optional

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

Hi everyone,Recently my customers required that the Conversation ID were added to the conversation title/subject.I manage my workspace with python, so i went to the API Documentation to see whats possible but it’ is not clear if is there a way to change the title of the conversation. Is there a way to do it via PUT?I noticed that i can do it via screen now, so i wonder it is possible via api too. We trade a lot of different conversations with the same customer, so them are starting to get a little confused at their default inbox (ex.: Outlook). They question theirselves: What ID this email is from?As i mentioned before, i manage all conversations with python via API, so i want to:> When new conversation arrives (i can get it via custom_atributtes)> > Get the id generated> > >  Update the conversation by adding this ID to the title/subjectMy tries with the documentation where not sucessfull. Can someone help me with this?Best Regards,Pedro.

Hey all. We use Shopify + Intercom. We currently already have Intercom integrated and working.We are looking to achieve a simple thing and seem to be getting nowhere. How/where in Shopify do we go to make it so that we can code a button to activate the Intercom messenger to open up?Most websites have buttons like “Chat Now” that would activate their chat widget.

I’ve created a workflow that have reply buttons and its working well on browser but not on mobile app.Same goes with simple automations Did I miss something? Is there some steps I have to do first?

I want to compare different versions of a workflow to see which one performs better in terms of engagement and conversions (Read More). Does Intercom offer built-in A/B testing for workflows, or is there a recommended workaround to test different variations effectively? Any insights would be appreciated!    

Hello fellow intercom warriors 👋, I’m posting a question here, as maybe someone in the group has worked around it and faced a similar issue. (I also escalated to Intercom support to see if they could help.)Our pre-fin scenario was a decision tree from the start with Reply buttons. We are moving to Fin.The scenario is simple: when a customer opens messenger, we greet them with a message, ask them to type their question, and let fin answer before escalating. This simple to the point set-up works fine for the web. As soon as I add Android or iOS to the Channel settings of this workflow:I get an error , "At least one reply button is required on first path for mobile apps." This means I unnecessarily have to introduce a button-press actions, such as a reply here, to facilitate the messenger widget on the mobile. Is there any workaround for this?  

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

I recently created a post (no reply - only ability to react) with emoji reactions. Emojis can be interpreted differently; for example, a thinking face might convey curiosity, interest but also concerns, or doubts.Two hands together in prayer could be interpreted as “pray” but also “please”.  Could we implement a small popup message when hovering over emojis to briefly describe what each reaction represents? This way, we’ll ensure that everyone is clear on what each emoji represents and in turn, the data collected (and the reports we obtained) will be more meaningful. Just an idea to see what the community thinks about this?