Intercom Product Area

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

Hi everyone,I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:france-support@company.com for the French team germany-support@company.com for the German teamCurrently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:Emails to france-support@company.com go to the French Support Team inbox in Intercom. Emails to germany-support@company.com go to the German Support Team inbox in Intercom.Does anyone have suggestions or know if this is possible? Any help would be appreciated!Thanks in advance!Regards Darshan Hiranandani

Hello,I hope you're doing well.I’m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I’ve run into an issue.Since we typically close conversations once we provide an appropriate answer, I configured the workflow with “Conversation rating requested is false.”To avoid members receiving a “rate the conversation” prompt every time they send us a message, I added branches with conditions for “Last heard from more than/less than.” However, after making this adjustment, I’m no longer prompted to rate the conversation during testing. To test, I’ve set it up with a low threshold (1 day).I’ve attached the workflow for your reference. If you have any insights as to why it’s not working as expected, I would greatly appreciate your guidance.Thank you in advance for your help, and have a great day!

I am using the “Article search” app in my Messenger (on web) and I am not seeing the expected suggested article behaviour described as “Suggested articles will respect your article's targeting criteria”.I have the Intercom Messenger active on 2 domains, “a.example.com” and “b.example.com”. The articles relevant to each domain are organised into collections. I have created an audience for each domain, targeting “Leads, Users and Visitors” with a “Current Page URL” of “contains {domain}”. For example, for “a.example.com” I have an audience configured to “Current Page URL contains a.example.com”. Within each article, under “Fin”, I have selected “Audience” and then chosen the appropriate audience (either a.example.com or b.example.com).The expected result is that when I visit “a.example.com” and open the Intercom Messenger, the suggested articles will be the articles which are assigned to the “a.example.com” audience. Likewise, when I visit “b.example.com” and open the In

Hi guys,I wanted to know if in the UI there’s an option that is “Create By” or something similar in the workflows?For example: I’d like to do the following:Create a workflow for when a new ticket is being created - if that ticket is created by me, assign it to my colleague. If the ticket is created by my colleague, then assign it to me.Anything like that that i can use maybe? Thanks!

Can you make links open in same window within articles, instead of forcing them to open in a new tab? (they all get generated with target=”_blank)

At the moment if I add a link to my posts it opens in a new tab, which opens in a logged out state. This is a pretty poor experience for the customer. Is there a way for the link to open in the same window?

I am needing a way to have the conversation transcript to always send when a conversation has either closed or has been left after a certain period of time. Is there a way to currently do this?

Can Intercom workflows support sending automated messages in multiple languages? I’m looking to create workflows that dynamically send messages based on a user’s preferred language (Checkout). Is there a way to integrate language detection or user segmentation to achieve this? Additionally, are there any best practices or limitations I should be aware of when setting up multi-language support in workflows? Any guidance or examples would be greatly appreciated!

Hi everyone,I am working on creating a smooth onboarding experience for new users of our uipath automation platform & I want some inspiration and best practices.What are some things you have found  effective in welcoming new users & getting them comfortable with your platform??Are there any  features or elements you would suggest including in an onboarding flow??I want to know about how to avoid overwhelming new users with too much information at once.Also i have check this https://community.intercom.com/topic/show?tid=8592&fid=7Thank you.:) 

We received an error when I tried to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. It's quite strange. Can anyone help?