Intercom Product Area

How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

I'm playing around with the new Survey feature - which is very cool to have in Intercom, but I'm missing the option to spread sending the surveys over time to a big group of people. For example, if I have 10,000 users who login each month, I don't want to send it to 10,000 right away. I want to send the survey to 2,500 random people each month for the next 4 months. Ideas?

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

Hi,I've set up a Series with an entry rule to check for new customers and I want to send them emails after a few days. Which would work better - a Wait block (for X days) or a Rule block (First seen exactly X days ago)?Wait blockRule blockThanks

Hi team,I’m exploring the possibility of integrating Trustpilot with Intercom and would love to get your insights. Does anyone have experience with this integration or know of any tools or methods to make it happen?Any suggestions or recommendations would be greatly appreciated!Thanks!RegardsDarshan Hiranandani

Hi everyone,Our company offers a mentoring program when customers purchase a specific product package through a third-party provider. We now want to train Fin with this mentoring knowledge and make certain information visible only to these customers. So instead of watching content they can quickly ask something and Fin provides the answer. If I understand correctly, the necessary steps are:Set up a custom domain and enable cookie forwarding. Add the login link and set the Help Center to private. Upload the customer CSV file and add custom attributes. Assign articles to specific user categories, making them accessible only to the intended audience.I have a question regarding step 2:Fin states that the login link should match the custom domain. Is there a way to use the third-party provider’s website for login instead? This would allow us to instantly identify customers who purchased the mentoring program. Or is this only possible via custom attributes?Would anyone have a better approach

Hello everyone, we would like to automatically export outbound conversation data, for example, knowing when it was sent and to whom it was sent.When sending individually, we can retrieve this data, but when sending in bulk to multiple contacts, is it possible?

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

It would be useful if we can use teammate’s statuses in workflows https://i.imgur.com/M3TIH6q.pngFor example, teammate sets his status to “on lunch” and each client he was talking to gets automated message  something like “I have a lunch break now and will be back in an hour. If you still have any questions, leave them here, I'll check them and return to you with a reply. Or kindly create a new chat, so one of my colleagues can help you.”

I have 3 projects and 3 domains for each one.I want to integrate these into a single intercom workspace.But thr problem is that when I visit one of my 3 websites, click the intercom button, type some text and click the sending button, the message is displayed not only in the current websites but also displayed in other 2 websites.This is a critical issue for me.I have tried session_id, and other things but it doesn’t work.I’ve developed my sites by using Next.js.How can I handle this?

I want to set the read conversation to one column, and unread to another, can someone advise me how to do it? now all conversations just list in one column, which are so confused, and I am afraid would miss the conversation

Howdy folks! Im setting up a new checklist. Question, if a person clicks on the “X” when they are going to see the checklist again? Is it possible to “pop-up” the checklist every x days? Thanks

How can I disable or hide the “Get more Help” button?

Hello!Since our company started cooperation with clients from Kyrgyzstan and Tajikistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centres for our clients. The request to add these languages ​​to Intercom was sent several months ago and was forwarded to your Product Team.First, please at least add the browser language attribute for Tajik and Kyrgyz languages ​​so that we can start creating workflows.Thank you in advance!

When clients send us a screenshot in their email, we are unable to view the image properly, even when closing the side panels. This is really complicated, and I would like us to find a solution; otherwise, we may have to switch platforms.

We are using intercom in our customer support team. Usually our clients contact us by email, and add a second person in copy of the email. Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ? Today we are blocked because CSAT won’t be send automatically if there are more than one email adress.  Thank you !! 

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?     

Although, I am able to send p tag or a basic string message, but when I send something like this:`"body":"<html><body><div style='margin-top:30px; text-align:center; display:block;'><a href='https://google.com#39;>Record your Screen</a></div></body></html>"` it just goes as empty