Intercom Product Area

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

Hello guys, please i need help I would like to integrate some workflows where if an agent identifies a new customer and inputs their contact details as a lead, an automated email is sent to the customer and then 3days later, a follow-up mail is sent as well. I have checked the internal workflow, but i cant find something of such.I also want to create workflows on escalated tickets from intercom and its sent to slack channel directly for bug reports, Automating first response time and resolution time. 

Hey friends! 👋I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? Any advice, best practices, or snippets you can share would be so appreciated! 💖

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely. For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

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? 

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId? 

We want to export full extracts of our conversations from our workspace - how can I do this?

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

 When a customer submits a Ticket form in a conversation within Messengers, instead of converting the original conversation into a Ticket, a new Ticket is created, and we also don't know which ticket the original conversation is associated with.That is to say, contrary to what is stated in the product description, the information of submitted tickets cannot be seen in the sidebar of the original conversation.  

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide. 

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

Our product uses NextJS 13.4.9 and we are trying to integrate intercom messenger. In our _app.js we are using the useEffect below to check if the user is logged in or not (guest). What’s happening is that when he is a guest everything works well. When he logs in and opens the launcher for the first time it shows the message “Something’s gone wrong”. After a refresh everything works. We have seen other related topics and they don’t work in our case. We have also used shutdown in login/logout and nothing works. Something worth mentioning is that after the login when the user clicks the launcher the Intercom’s localStorage is cleared and the intercom-session-[id] cookie as well. After a refresh all works well. Now we don’t know if this is the cause. import { Intercom, shutdown } from '@intercom/messenger-js-sdk'; useEffect(() => {  if (process.env.hasIntercomMessenger && process.env.intercomMessengerAppId) {    if (user?.customerServiceIntegratorId) {      // for logged in user

There is a bug in Intercom's contact field timestamp display. After a day, the timestamp field switches to a "relative" format (e.g., '3 days ago'). When attempting to view or extract the absolute date after this period, some fields revert to displaying the Unix Epoch—January 1, 1970—instead of the correct timestamp  

Are chat messages/Posts sent by email automatically or do you need to also create an email with that same information?