Intercom Product Area

I want to export Contacts including custom attributes and events in the CSV file.

We're facing a common issue with our in-app bug reporting system, and I'm hoping the community can help brainstorm a solution.The problem: 90% of users submit bug reports without providing crucial details Our standard form includes fields for: Steps to reproduce Actual results Expected results Most submissions have these fields emptyI need a way to automatically detect and follow up on these empty submissions. Specifically, I’m exploring:How to set up a workflow that reads the body of the email How to detect the absence of details in key fields How to trigger an automatic response requesting more informationHere's what a typical empy bug report email looks like: Subject: Bug: Critical: User provided subjectEmail Body:User: {{user_email}}Build number: BE 5.0.0 / FE 5.2.99Date/Time: 19/09/2024 12:02:10 PMPriority: CriticalSteps to reproduce: Actual result: Expected result: Is it possible to create a trigger based on the absence of details under "Steps to reproduce," "Actual result," a

Hi, while trying to configure product tour on our test website I am getting this error.I am not sure what is causing this. I am hopping to get some help. This is a NextJs application.

Good evening, community, it’s night here in Brazil.Maybe someone can help me, here’s the situation:I have an initial support bot that asks the customer 3 mandatory questions. If the customer doesn’t answer them, they won’t be directed to an agent.However, we have many cases where customers abandon the bot and don’t respond to the questions.In these cases, the chat stays idle for hours, and I couldn’t find an option in the trigger conditions to set up automatic closure when the customer remains inactive while still in the bot.Does anyone know how to configure this?

Hi thereWe have chats set to auto-close after 15 minutes of the visitor being unresponsive. However, visitors will often chat back in and when they do the chat gets put in the Unassigned queue. This leads to some issues because we have members of other teams accidentally grabbing that chat thinking it is for them. We want to ensure that if the visitor chats back in that it gets re-assigned to the same team it was previously assigned to.  Can anyone help with this?

I’m having a problem where intercom will automatically assign tickets to a team but not assign them to anyone within the team. This results in the team missing tickets because they aren’t assigned to anyone. I’m wondering if anyone else has encountered a problem like this and if so, how they fixed it. Right now I’m trying to solve this issue by setting an arbitrarily high workspace ticket limit, setting the team ticket type to balanced, and then setting to 0 the ticket limit for team members that should only receive ticket assignments manually. If anyone has any ideas for what to do here, I’d appreciate the help

When I select to ‘Edit Latest’ on a published article, the page opens to a blank page with just the title of the article available. The published article is visible, and unpublishing then attempting to edit still gives a blank page. Anyone run into this and have a solve? TIA

Hi is it possible to create a macro to resolve a ticket and leave a message. I can do the leave a message part but i cant seem to find an option to set a ticket to resolved.I have an automation that closes a ticket when it has been resolved so the close option is no good. It has to be resolved as this ends the sla too.

I want to set an event on my site. So when the customer click on it, there will be an automated message sent from the customer to our chat box and we will collect their data  as lead from then. I tried setting the series with rules but it seems that those are my actions, not the lead (customer). Is there any workaround?

Is it possible to set hotkeys for the likes of resolving or closing a ticket?

Hi Team,I am Darshan Hiranandani, have two different tickets that address essentially the same issue, and I would like to merge them into one. I’m wondering if the feature to merge tickets has been developed or if it’s planned for future updates.If anyone has insights or updates on this, I’d appreciate your suggestions or ideas on how to handle this situation in the meantime.Thank you!Best,Darshan Hiranandani

Once a back office ticket is created for a customer, does it then become associated with the users account/details page? Or is the only way to see the back office ticket that was created in intercom, within the original conversation is was created within?  

Hi, I understand that start button will send me to the beginning of the workflow. We implemented one WF with multiple reusables, to keep our WF tidy. However when we have a start button in the reusable, it sends the user to the very beginning. This is unfortunate, especially when we have it personalised with message Hi <first name>, so it looks a bit strange that although we already engaged in some conversation we are saying Hi again… is there a way how to set up the “start”? Is there also a way how to start only the reusable and not the entire WF? Thank you.

Hi there, is there any other way to add different labels on the Away tab?  

I have a data attribute (csm_email) coming in from Salesforce to Company Data. That data needs to appear in the User (People) data also for NPS survey reasons. Is there a way to get a Company Detail attribute to sync to a People Data attribute field? I tried using Qualification Data for this but I think that can only happen if the Agent manually edits Qualification Data and I want this to be automatic. Thank you.

As the title says, I’m having issues trying to figure this one out. I wanted to prompt any visitors on my website for the first time and let Intercom pop out the survey questions whenever they do so. I was able to make a survey and even “preview” it on my website but when I set it to live, test it out on an incognito browser or an entirely new browser, it doesn’t come up. I’m not sure if it has something to do with my current audience setting but I really need help on this one. Kindly see the attached screenshots on what I currently have. Thank you!  

Hello,This is a question I’ve had for quite some time, but is there anything that can be done to create custom data objects (not attributes) in Intercom that go beyond Contacts and Companies? In our case we’ve been sending the data to People and Companies for quite some time, but the data structure has always been an issue, as we needed to attribute the data to either a person or a company, which means that we cannot cover all customer data as in our business customers can have, for example, multiple licenses with multiple users within the same team 😁 In the perfect world, it would be great to have a flexible CRM-like data structure, where I can just go ahead and create a custom data object that I can attribute to a user. I know that we can use Custom objects withs Custom actions, but I’d much rather like to have the data at hand that I could use for outbound message targeting.  What are your best practices to overcome this challenge?  

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

This is not really a messenger-related question, but I'm really frustrated.  What's everyone's experience with the Intercom Customer Support team in terms of responsiveness? I consistently have a really bad one. Most of my tickets take around 24 hours to receive the first response. When I chatted with their Account rep/CSM, I was told that 24 hours is "expected" - which I think is really ridiculous. I would expect something a bit shorter like 4 hours or 8 hours. This basically means that I don't even get timely answers to urgent questions.  The Account rep/CSM told me about the "Premium" support option - which also seems VERY expensive and something that I feel like most vendors offers at a way lesser cost. Additionally, if there is a product bug, they refuse to keep the ticket open even if I ask them to since they have no ETA. There doesn't seem to be a way to escalate a product bug as well.  What's everyone's experience and how have you

Hi, I need some help with my workflows on my Intercom account.I am trying to organize a workflow wherein if a customer replies to my message to them after an inquiry, it should automatically be assigned to a Team/Folder.So far, I have successfully organized the other by creating a "When a teammate changes ticket state" and inside assigning it to the appropriate Team/Folder.However, I noticed that if a customer replied to a ticket, it is stuck on one of the Teams and I want to change that. Please, help. I've tried everything that I know of but can't seem to make it work. Thanks!

Turning off the silly names: Hi guys is there anyway to turn OFF the silly random names Intercom assigns to unknown users? I just have bad visions of our staff calling a customer "Mr Suitcase" etc etc.....by mistake.

Hi Team,I’m working on a project where we need to automatically add a note whenever a customer starts a conversation. The note should include a URL that is based on the conversation ID. For example, if a customer starts conversation 1234, the note should contain a link like example.com/whatever/1234.Currently, it seems that the workflow's “Add a Note” action does not support directly referencing the conversation ID using {{conversation.id}}.Here’s what I’m considering:Custom Action: Creating a custom action that POSTs the conversation ID to an API endpoint, which then responds with the ID. We could store this ID as a custom attribute and use it in the note. Alternative Methods: Exploring other possible solutions to include the conversation ID directly in the note without complex workarounds.Could you provide suggestions on:How to best implement this functionality within the current workflow capabilities? If there’s a simpler or more efficient method to reference the conversation ID in

I’ve been exploring different ways to communicate with businesses, and I recently came across a tool called My current zip which uses my device’s GPS location to display my current ZIP code. It got me thinking about how companies can make their messaging more personal and location-relevant. I regularly use Intercom to chat with businesses, and I’m curious how location data, like the one from "My Current Zip," can be incorporated into these interactions to improve the customer experience.For example, when I visit a company’s website, could Intercom send me messages based on my current ZIP code or location? I’m wondering if there are any features or settings that allow a company to send personalized, location-based content to users, like suggesting stores nearby, promotions that are specific to my area, or even notifying me about services in my ZIP code.As a user, I want to know how much control I have over this kind of interaction. If a company is using Intercom, can I choose whether or

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

We use Intercom in one of our apps to allow users to contact our Operations team. We currently have an issue where users open multiple conversations with the Operations team and the Operations team then need to try and follow multiple threads in order to resolve issues. This adds extra work for the operations team and delays the resolution of issues. Is there a way of limiting the number of conversations a single user can have open at one time to one?