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Intercom Q&A

3395 Topics
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Stefan MNew Participant
asked in Knowledge
Is there a way to serve Intercom with Content Security Policy without style-src: 'unsafe-inline'

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

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ajay-hinduja
ajay-hindujaNew Participant
asked in Workflows & Automations
Ajay Hinduja (Switzerland) How do I prevent a workflow from triggering repeatedly?

Hi, I'm Ajay Hinduja. I was born in Punjab, India, but now I'm based in Geneva, Switzerland. I'm trying to figure out the best way to prevent an Intercom workflow from triggering more than once in the same conversation. I've heard about using tags and conditions, but I'm curious if anyone has other clever solutions or best practices they've found to work well. For example, have you used a specific trigger type that makes this easier, or maybe a unique combination of rules? Please share your suggestions!RegardsAjay Hinduja Geneva, Switzerland (Swiss) 

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Joseph S.
Expert User ✨
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IANDNew Participant
asked in Knowledge
How do I change the text colour in the header?

I have a light background colour as my header, however the text is white and illegible. How do I change the colour of this text?

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Phuong HUYNHNew Participant
asked in Messenger
Issues with the Intercom Messenger in Vietnam

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

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Intercom Team
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Alan IbarraNew Participant
asked in Inbox
Tickets & Push notifications

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

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Greg W12New Participant
asked in Workflows & Automations
Is there a way to change the speaker icon color within a video bot?

From Intercom's help center, it says, "Video bots are muted by default. Visitors can easily unmute them by clicking the speaker icon:" However, the speaker icon is a really dark color in our video bot, so it's nearly impossible to see. In the help article below though, their screenshots shot the speaker icon being white: https://www.intercom.com/help/en/articles/2478656-personally-engage-your-visitors-with-a-video-bot/p> How can we change the speaker icon color on our end to be white? Thank you for the help!

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David SoNew Participant
asked in Knowledge
Article Reporting

Are there plans to add more to Article reporting?Specifically, I’d love to see the filter options from other reports on Intercom so I can easy have a breakdown of the views an article gets in different languages or be able to filter to see how many users from a specific customer are viewing an article. 

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Nur Nahid
Super User ✨
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KatieNew Participant
asked in Inbox
Tracker tickets duplicating

I am experiencing an issue with the tracker ticket system in Intercom. I have a set number of tracker tickets that I use to organize my inbox, but occasionally, the system creates duplicate tickets for the same issue. This results in multiple (sometimes three) tracker tickets for a single conversation, which makes inbox management less efficient and can cause confusion. Do you know why this is happening?  Or how I can stop it?

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Joseph S.
Expert User ✨
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Michael J11Connector
asked in Contacts
Can I add multiple email addresses to one contact & manually merge duplicates?

Is there any roadmap for being able to add multiple email addresses to a contact?We integrate with Hubspot and we can merge profiles together in the console along with being able to have multiple email addresses for the same contact. The issue we are facing is that we have someone reach out to us who isn't authenticated and they enter their email address, it's different to the one they authenticate with and it creates a lead profile. Or the send us an email or they reply to an email in a thread from a different email address. It creates them as a lead.We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.Intercom counts them as 4 people towards your contacts and also holds it for 90 days since the last contact which means we end up using more contacts than we really are. It would be handy if you can identify them in the console and hit a merge function, the same way Hu

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CelineNew Participant
asked in Workflows & Automations
Glossary and workflow auto-translate issue

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far: Re-uploaded the glossary Turned off all workflow auto-translate and turned it back on But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary? 

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Joseph S.
Expert User ✨
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Jihan JavierNew Participant
asked in Inbox
How do you keep track of conversation topics without manually tagging conversations?

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

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jan-bernaiseNew Participant
asked in Workflows & Automations
Custom Actions Result Mapping

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :) 

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Intercom Team
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davidliNew Participant
asked in Messenger
New Conversation widget is not visible in the Home

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

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Joseph S.
Expert User ✨
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Bruno MartinsNew Participant
asked in Inbox
Customized CSAT

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

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Mimi12New Participant
asked in Messenger
Creating Zendesk Tickets at the end of a conversation is impossible

Hi,I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed.In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours.  We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscript

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Aleksei O
Innovator ✨
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Nikita VikulinNew Participant
asked in Workflows & Automations
Workflow for collecting feedback (emoji don't work)

We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

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Aleksei O
Innovator ✨
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Paula ShulerNew Participant
asked in Inbox
Is there any way to send new conversations assigned to a team/teammate into Slack?

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

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jobel160New Participant
asked in Inbox
Calls routing to 'unassigned' and abandoning

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

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Ryan Parker
Intercom Team
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Rodislav ZaharadjiNew Participant
asked in Knowledge
Can I get draft versions of the published articles via Intercom API?

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

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Paul D
Intercom Team
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ToolsNew Participant
asked in Outbound
How to hide older checklist from users without loosing data?

Hi,We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it. However, we don’t want to lose the data from the existing checklist.I checked with Fin and reviewed the checklist FAQs, and it looks like I’d need to delete the old checklist to prevent users who’ve already seen it from accessing it again. Is there really no way to simply “unpublish” or disable it instead?Thanks in advance!

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Brett ENew Participant
asked in Knowledge
Feature Requests and Roadmap for Articles

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSSLog in directly to the help centre to "authenticate" users, without having to load Intercom in your app first.More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options.Security for an entire collection, not just article by article.Syntax highlighting in code blocks.Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is going invest in Articles and bring it up to scratch with the other products, or whether we need to look e

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All_RightNew Participant
asked in Inbox
Can I search Inbox by users phone number?

Can I search Inbox by users phone number?

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Tal ShiklerNew Participant
posted in Workflows & Automations
workfolw pop up

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.

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Nur Nahid
Super User ✨
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Iryna LokhvytskaNew Participant
asked in Outbound
Message rejected due to local policy. Please visit https://support.apple.com/en-us/HT204137

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side? 

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Nur Nahid
Super User ✨
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Trung Le DangConnector
asked in Inbox
ANR on Initialize

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

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