Intercom Product Area

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.

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first.

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

When I import an article from Notion to Intercom, I use the import option of Intercom. It does a nice job, but the imported article is “internal”. How do I change it to “public”?

Description:We are facing an issue where push notifications are not working on Android in our Ionic app. Below are the details of our setup and steps taken:App Setup:We are using Ionic version 7.2.0.The Intercom integration is done using the @capacitor-community/intercom plugin.Intercom and Capacitor Registration:We have registered Intercom with the following keys:androidApiKey: android_sdk-xxxxxandroidAppId: lnp0halaiosApiKey: ios_sdk-xxxxxiosAppId: lnp0halaPush Notification Setup: An APNS push key was created and successfully uploaded to the firebase console APNs Authentication Key sectionIssue:Despite the above setup, push notifications are not working on Android devices.Could you please help us troubleshoot and resolve this issue? Let us know if you need additional details or logs to assist in the investigation.Thank you

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ?I would be very handy for new team members , also for team leads to follow along some cases etc.  Thanks,Julia

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. 

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in a

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

I’m having trouble embedding the following code into my Messenger to have like a test. <h1 style="text-align: center;">Intercom Chatbot Test</h1>    <script>        window.intercomSettings = {          api_base: "https://api-iam.intercom.io",          app_id: "dc7kpmmt",        };      </script>      <script>        // We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/dc7kpmmt'        (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/dc7kpmmt';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(document.readyState

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?

How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? I'm looking for guidance on setting up the integration, syncing contact details (Read More), and using automated tasks to enhance marketing and support efforts. Any tips or best practices would be greatly appreciated!

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work. 

Hi, I'm trying to show intercom surveys and track user events on my website, but the surveys don't show up if I add user_id in my intercomSettings via Javascript API, also I keep getting forbidden requests to track user events, can anyone help? Is there any requirement to use event tracking such as secure mode enabled or added something on intercomSettings? 

I’ve tried explaining this feature request to Intercom support multiple times, and they always seem super confused about it: I want to be able to link into Intercom Inbox in a way that opens a new compose window with an arbitrary email address filled into the recipient list. (Bonus points if we can also pass in subject line.) In other words, what we’ve been able to do for 30+ years with mailto: links, but opening Intercom to do it instead of a regular email client. After quite a few back-and-forths, it ended today with Intercom support telling me that “as a CRM” Intercom doesn’t have the functionality of an email client.Really?All email sent to our company’s support address ends up in Intercom Inbox, where we can read and respond to it, just like an email client. When we want to start a new email conversation with our customers, we go to Intercom Inbox and start the conversation there, manually filling in the To field, just like an email client. (Unless y

Situation:Intercom Workspace has multiple Teams, APAC, EMEA, AMER APAC, EMEA, AMER have different Team Office Hours User is a member of multiple Teams All teams are set up with Balanced Assignment User is active in Intercom inside EMEA Office Hours, but outside APAC/AMER Office Hours Expected:User is assigned conversations from EMEA Inbox Conversations in APAC/AMER Inboxes stay in APAC/AMER Inboxes until Office Hours begin Actual:User is assigned conversations from APAC, EMEA, and AMER

Hi, we have this workflow in place: The problem is, when the customer choose to create a ticket but later on realized that this is not what they need and ignore it or not fill it out, the customer will be stuck. The ticket window will not auto close and if they click the arrow back it will just route them back to the home screen of the messenger. There is no option to start a new conversation because we intentionally disable opening new conversation when there is one open. How can we get the conversation to auto close when customer doesn’t fill out the form? FYI, we have this settings in place but it doesn’t seem to work for this scenario.  Appreciate suggestion