Intercom Product Area

Hi,We have a set of common customer support issues in our profile section and on click we would like to launch Intercom and open a new chat with an agent/bot and bypass the Intercom first page showing Inbox, Send Message, etc. We have one engineer who isn’t very experienced with the tool looking at the issue and he thinks it’s not possible. But to me that feels like a basic piece of customisation a customer might require.  Any advice is greatly appreciated.

How would it be possible to visually change the chat launcher?The default widget is not too accessible for users unless they accidently happen to find it.Is it possible to increase the size - give a pop up transition, which isnt natively possible?Thanks

Hey, I am curious to know how other companies handle email management. Currently, we are using a third-party app to manage our emails and use intercom for live chats. However, ideally we would want to migrate email support into intercom so that we can save some money. The problem we are facing is that we have multiple inboxes with different signatures for each one. For example, one inbox has a generic signature without specifying agent names, but other inboxes require agent names to be visible. Is this even possible? We’re happy to change our procedures quite a bit to make this work, but email signatures is non negotiable. 

Is there a way to send a message to Slack when a new article is published? 

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance. 

Currently on our company we are trying to implement the intercom messenger on our Ionic Capacitor Angular project, so for that we are using the @capacitor-community/intercom plugin. IssuesAfter clicking on the intercom messenger the wrong styles are being applied for android and ios. QuestionsCan it be some configuration missing inside intercom dashboard ? Can the plugin be out of date ? Is there an way of fixing this ? Inside our intercom dashboard we have styles for web messenger and for our apps and for some reason in our app projects it keeps going for the web default styles. NotesWhen creating the styles we ensured that we are using the correct package name (com.companyname.appname) this is what we have inside capacitor config file and config.xml The unexpected behaviour screenshot is what we currently see (web styles). The expected behaviour screenshot is what we want to have (mobile sdk styles). Keys where checked already and ensured that the right ones are being used. Unexpecte

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful.All assistance appreciated.

Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊

 Today, I spoke with support about changing the font, and they told me it’s not possible. Is that really the case? This new font is quite challenging; when you look at the number 0, it sometimes looks like an 8. It’s causing a lot of issues for users. 

Hi guys, do you know where can I see my archive users and can I unarchive them? Thx

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!

Hi everyone,We are working with Intercom and recently added the function to sort incoming chats based on the customer's inquiry. Chats that didn't fit into specific categories were sent to a general folder.However, we are encountering an issue where closing resolved chats in folders seems to cause the chat count to increase rather than decrease. For instance, if there are 20 chats in the "Payments" folder and we close one, instead of the number dropping to 19, it sometimes increases to 22 and then stabilizes at 21.Has anyone experienced something similar or have any suggestions on how to fix this? Your help is greatly appreciated!Thank you!

I am trying to send email messages via the messages API endpoint and its failing.  Perhaps my current authorization  token doesn’t allow the sending of messages, even though I’ve check all of the boxes?  I have found via OpenAI instructions for adding “message” scope to the authorization token.  But OpenAI doesn’t seem to be in line with reality, as I cannot find the Intercom UIs it refers to.  What is the right way to make sure my authorization token includes the messages scope? 

Confirmed this is a problem on ios Safari/Chrome/Firefox and Android. Let me know if anyone as had this problem before. Video attached. I have reached out to Intercom support as well.

I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

Do you allow custom unsubscribe links, meaning using our own unsubscribe page that we've already built ourselves? Having multiple unsubscribe pages for different services (Intercom being one service we use) confuses customers and makes it pretty hard on our engineering/data team. Most major email providers allow companies to use their own unsub link; they typically ask us to send our custom unsub link for checking/verification first of course.

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.