Intercom Product Area

Our user/agents first & last names are displayed for all customer interactions. Is there a way to change settings so that when customers interact with agents, they don't see "Joe Smith". Rather they just see "Joe" or "Mr. Smith"?

For years now I have tried to segment users with csv uploads. I find that often users wont surface in the upload that are on the list and in intercom. For example, my csv might include just emails of 63 users with finance permissions, then only 23 surface (when only 4 were dups and the rest are legitimate contacts in intercom). Any tips why some wont surface in the upload?

Cuando intento crear tickets de Intercom a Jira me esta arrojando el error:{  "code": 401,  "message": "Unauthorized"}Esto nunca me habia sucedido y de hecho media hora antes habia creado un ticket sin novedad, me podrian ayudar para verificar que puede ser por favor 

I'm exploring ways to improve customer support on Intercom, and I came across Speakatoo's text-to-speech (TTS) API. Has anyone integrated a TTS service like Speakatoo into their Intercom workflows? I'm particularly interested in using it to convert text-based responses into audio for customers who may prefer listening to solutions rather than reading them. Could this enhance the accessibility and user experience of support interactions? What challenges or best practices should I consider when integrating text-to-speech within a customer support platform like Intercom?

A colleague calls me and says “Please open ticket 2138”how do I quickly go to ticket 2138?Please enable a keyboard shortcut / search to go to tickets quickly

I’ve been struggling to get Tickets setup in a way that works for usOur engineers use Jira for all bugs, issues etcWe previously used Conversations for all issues and a ‘Tier 2’ inbox, have been trialling using Tickets however coming up with a few roadblocksWhen converting to Customer Ticket for a bug, then discovering that a different user has the same issue we quickly double up on work as the ticket needs to be created again as a Tracker Ticket, this then creates a new Jira issueWould creating all tickets as Tracker Tickets be better here? Also, we’re struggling to post the IntercomURL to the Jira Issue, so Engineers can refer back to the conversations when working on the issue as ID or URL isn’t exposed in Automations, is there a workaround for this?We’re having to paste the URL into a text field when we create the ticketThe basic Jira for Tickets has this however when you want to use custom flows it’s not possible it looks like

Hello, I’m Julio Herrera from Via Dei Vellutini, Italia. I’m looking for a method to retrieve hidden recipient email addresses from a sent email when they aren’t visible in my email client’s sent folder. What are the best ways to access this information, and how can I ensure that the process complies with privacy and data protection regulations?

Hi all, I’m trying to solve for a use case where conversations will be routed to other Teams should there be no one available on the desired team. To illustrate: A conversation is opened and should be routed to Team A as per the user’s qualification. However, there is no one available on Team A, but there is an agent available on Team B and thus the conversation is routed to Team B instead. I’m aware that Balanced assignment supports a Primary & Secondary inbox, however this doesn’t work for us in this exact case due to our volume. We aren’t currently in a place where we’d like to limit the amount of conversations an agent may have concurrently, but we do like the balanced distribution of conversations the Balanced inbox provides. Given that we aren’t limiting the amount of conversations an agent can have (and our queues are always at 0), my thinking is that conversations will start to get routed to the Secondary skills at the wrong times and end up causing more bad than good. Has

Hi! Can anyone help me know where to find all the recipients’ info in an email on Intercom?I don’t see any feature that allows to show the full version where you get to see who the messagewas sent to and other details such as who was CC’d, etc Thank you!  

Hi all, how do I go about updating the social media link(s) at the bottom of the emails we send to customers in campaigns via Proactive Support? At the moment there’s only a link to our Twitter at the bottom of our outbound emails (see pic below), and I want to update it to our LinkedIn account - however there doesn’t seem to be an option to change this anywhere in either the email template or in the account settings. Any help would be appreciated! 

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

Hi everyone! 👋I'm curious about how you automate customer communication in your companies.What tools or platforms do you use for automating chats, emails, or social media? Which processes have you successfully automated, and how has it impacted your business outcomes? Do you have any tips on best practices for automation while still maintaining a personal touch with customers?I'd love to hear your advice and success stories! Let's share our experiences and ideas! 🌟

Hi 👋🏼 We’re looking at updating some of our T&Cs and would like to use in-app messaging instead of an email to collect consent from our users. Has anyone done a similar project before and how did you execute it? 👀We’d want to target the messages only to admin users, track their consent status (with a time stamp) and be able to export a list of users (who have / haven’t given consent, have / haven’t received the message etc.).Thanks in advance for anyone who might be able to help here 🌸

We have a custom user attribute "sub_expires" of the type "Date". We would like to target all users whose sub_expires falls within the next 24 hours to send a reminder. However, none of the date filters seem to do what we want. Translating our need to a relative date would be "(sub_expires in) less than 1 day", but the relative filter is "days ago". So we target "less than -1 days ago", but this segment is returning everyone with the property. If we target "exactly 0 days ago", it returns everyone who expired today.If we target "exactly -1 days ago", it still returns everyone who expired today (we would expect this to return zero as the negative is "exactly tomorrow").If we target "less than -1 days ago" we get people expiring in 2025. Are negative filters not allowed? Is there an issue with our data type? Am I interpreting these filters incorrectly? Any help would be greatly appreciated!

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

I am getting quite a few Errors and Warnings on my Technical SEO site audit in regards to the help center articles I have published to the public and set to index. The biggest issue is that there are some articles coming back with hreflang conflicts within page source. I am wondering how to fix this so my site health can increase and the google bots are able to crawl everything appropriately.  Also, it seems all of my help center articles have outgoing internal links that contain nofollow attribute (to our main domain and subdomains). This issue says there is a rel="nofollow" attribute that is telling the crawlers not to follow the link, which is NOT recommended for SEO purposes, and rather should let the link juice flow freely.  I recently made all my articles visible to the public and a ton of these types of Errors, Warnings, and Notices are now appearing on my Site Audit and hurting my site health. Any advice is greatly appreciated! Thank you 😀

Hello,I am building up a suite of knowledge articles and have been adding alt-tag information wherever possible.I wanted to know if Intercom automatically adds a null alt tag to any images that do not have alt tag data added or if I need to do this manually myself?Just to note, null tag data is added into any alt tag if you want a screen reader to skip the image altogether. That way for any decorative images, for example, you don’t need to add a detailed description as it will not assist with the overall comprehension for the user and it also means that the user doesn’t get annoying and useless information when using a screen reader.Thanks, Emma

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

I have multiple conversations from the same customer. I would like to merge them into a single conversation for easier tracking.  

How can I get the content data for a user via API or SDK? 

Hi, in the article Transactional messaging with Intercom it is suggested that Order Confirmation mails should also be sent with it.I would like to add a list of the products ordered in such an order confirmation, but unfortunately I cannot find a way to do this.Currently I send an Intercom event when an order is received and add a string to the metadata that contains an HTML table of the products. However, the HTML is not rendered in the mail, but only displayed as a string.Is there a solution to my problem? What is best practice here? 

 I’m using `Intercom(“showArticle”, articleId)` to show article content inside the Intercom widget. Under certain circumstances, after calling `Intercom(‘showArticle’,  articleId)`, instead of seeing the expected article, I instead get a “broken” version of the home screen. In particular, The bottom navigation tabs are missing The help article links are inactive (clicking them does nothing) My best theory so far is that there’s a race condition in the widget between loading the home screen content and the article content. My evidence to support this theory isThe “broken” home state opens in the article frame (wide container, no navigation tabs) This state only (or exceedingly often) happens when calling `showArticle` before the messenger has been opened during the session. In that case, I believe `showArticle` is first loading/rendering the homescreen, increasing the likelihood of a race condition.  I can eliminate the bug by changing my article link onclick to `Intercom('show'); setTi

If we set up a workflow with the “When a teammate changes the state of a conversation" trigger, will that include conversations that FIN helps resolve? 

Hi there, We are working with the CSAT and are beyond happy for internal use.  We would like to follow up with our happy customers and by email ask them to leave a review at a 3rd party site in order to share their experience and forward our not-so-happy customers to our Customer Succes Team. I am yet to find a way to set this up - Am I missing something in the Workflows or am I looking in the wrong place?

Hey everyone,We recently changed the way we provide support to our users. We provide ticket support to Free Subscription users and Chat Support to our Paid users.What we did is that we created two workflows for each type of users but we wanted to keep Fin AI as a first instance of support because we have around 30 % resolution rate.So we have two similar workflows with the only difference that in one we are converting the chats to tickets automatically. They look like this.  However, now we are facing an issue where a lot of users are abusing the bot by typing “Speak to human”, “Talk to agent” or similar which leads to a scenario where the bot is bypassing the workflows and it’s directly transferring this to a Customer Support agent which is not intended. In the workflows we have different paths where we use tagging and this bypass of the workflows is breaking the data.Here are some examples that I can show:User is typing “Agent please”, the AI is completely ignoring the workflow, asks