Intercom Product Area

Hi everyone, We recently started using Intercom’s NPS survey feature, but we’ve noticed our response rates have dropped significantly compared to our previous tool.In our old setup, there were a few things that really helped boost responses: A “dismiss” option that let users hide the survey temporarily, and then reshow it later. An automatic follow-up email if someone closed the survey, giving us another chance to capture their sentiment. A Slack integration so our team could proactively reach out in real time. Intercom suggested setting this up through a Series (survey + email), but that would mean duplicating the Series every 90 days and sending all NPS requests at once, rather than based on user duration or behavior. That’s why we set it up as a survey, less manual work, but it does come with these limitations.We hoped that moving NPS into Intercom would give us deeper segmentation (e.g., bei

Ive noticed that my macros will sometimes be available for use and sometimes not. nots sure why this is as the settings allow for it to be used as new conversation, replying and notes. 

Hey team! Renee here - lead CSM at Storylane 👋Resurfacing this request since it continues to come up regularly with our Storylane customers.Intercom help center articles currently don’t support embedded images, HTML, or iframes, which makes it difficult for teams to automate or streamline self-serve education. As a result, teams are forced to rely on workarounds like links, GIFs, or video uploads instead of keeping richer, interactive content directly in articles.This remains a blocker for onboarding, feature education, and support deflection, and it’s coming up across dozens of teams (40+ have flagged this to us directly) - not just edge cases.We also noticed the recent Supademo ↔ Intercom integration, which shows that deeper interactive content experiences are possible within the Intercom ecosystem. Many of our customers are asking for similar flexibility directly within Articles.Would love to know if broader sup

Hi,We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it.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!

We have customers using different spellings, typos, etc .of words while searching for content in our help centre and not finding our content as a result. How can I add common alternatives to word in an article or the backend, to ensure our customers always find what they’re looking for even if they are using different language to us? This is not related to SEO but and solutions welcome.E.g : a customer searching for a Wi-Fi connectivity article types in wifi and nothing comes up. or a customer types in TRV (thermostatic radiator valve) and nothing comes up because we use ‘Smart Radiator Thermostat’.

It would be nice to have forum like capabilities. (Like zendesk.com/gather)

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty: 

Hi Intercom Community,We have around 900–950 items under Knowledge → Content → Articles in our Intercom workspace. They’re essentially snippets. We need to export all of them with title + body/content (CSV or JSON is fine). What’s the best way to do this at scale?  Is the correct approach to use the Articles API (list all articles + retrieve each article to get the title and body fields)?  If yes, any tips for handling export of this volume (pagination/rate limits), or is there a supported bulk-export option? 

Here is what I'm trying to do: Select the box for the pop up optionsSelect an option Here's a video, and I'm not sure why I can't figure this out?    

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

How to get conversation id in iOS SDK?

Hello everyone,I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the availabl

We recently started using JWT for authn/AuthZ.There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to have more control over the amount of time the API is accessible.

I am triggering an article in the Messenger, using the showArticle method. The article is pulled up within the Messenger - but aticle-to-article links from that original article open in a new window (outside of my app).  How do I keep the new articles showing in the Messenger so that the user isn’t directed out of the app?For additional clarity I am not linking to outside content, only other articles in Intercom.

Via Jira for Tickets, is it not possible to sync Intercom ticket status to Jira item status (Intercom → Jira)?I know you can do Jira → Intercom. I just assumed in the Intercom Workflow editor you’d be able to wire up the same going the other direction, but I’m only seeing 2 actions that can be performed in Jira? Create Issue and Create Comment? 

Hi team, We have an issue with Bluecore users as they are getting the popup opened every time, no matter they close it. This behavior was first reported on Sept 30th It seems to be affecting users that have “Tasks” on their help menu No matter they close it, it reopens everytime they navigate to another page in the site or open a click to a new page in the site. While this is not impacting functionality, it is becoming a frustrating customer experience.Can you please take a look?

Related to the Critical Vulnerabilities in Next.js and React (CVE-2025-55182), we have identified that our Help Center hosted by Intercom is affected. Please patch as stated in the article as soon as possible since this is an urgent matter!

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.   

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explici

Spoke with Fin. Got pointed me here.I wanted to submit a request to have em dash usage removed. For example in "Thank you so much for sharing those examples—they're incredibly helpful!" These response generated currently by AI Compose make it very obvious they have been generated by AI. I believe ChatGpt was able to update this recently. Which gave me the thought of seeing if we could get it corrected. I love AI Compose it’s a wonderful tool! Let’s take it to the next level.  Here’s some info I dug up. Learned something new.That dash is called an em dash.More specifically, in your sentence:“Thank you so much for sharing those examples—they’re incredibly helpful!”you’re using an em dash for a parenthetical break.Proper name Em dash (—) What it’s doing hereIt’s functioning like: a stronger c

Hello,I have a data connector whose purpose is to find a custom object by its id. And it can return NULL if it finds nothing.I would like to branch a workflow depending on whether or not the data connector was successfull in finding the custom object, and it’s not very clear how I can achieve that.I tried to use the “branch” step with a condition saying that one of the (mandatory) fields of the custom object is “any value” or “is unknown” but that didn’t work. The branch step is behaving like the custom object is always there, even when my endpoint returned NULL. I think the data connector is creating an instance of the custom object in all scenarios.What could be the proper way to do that?

I'm looking for best practices, specific triggers, and action ideas to bring back users who haven’t interacted with our product in a while. checkout Should I focus on email campaigns, in-app messages, or a mix of both? Any examples of successful re-engagement workflows would be greatly appreciated!"

Hey everyone, hope you’re doing well!I’ve been experimenting with integrating more interactive elements and fun widgets into my intercom inbox and help center pages to make the experience more engaging, but I’ve run into some rendering and performance quirks. It reminded me of a thread I saw about interactive word puzzle embeds and layout behavior in web pages (for example, something like playful UI content here, where content sometimes loads slowly or misaligns depending on container size.So I’m curious — when you embed interactive content in Intercom messages or articles, have you noticed load delays, alignment issues, or inconsistent behavior on mobile vs desktop? Could these be caused by how intercom’s HTML sandbox handles scripts or css, or is it more related to the embed itself? Any tips on testing and diagnosing before rolling out to users?Thanks in advance for

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

Hi, is there an option to export certain articles from our intercom article help center?kind regards