Intercom Product Area

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to he

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId? 

We want to export full extracts of our conversations from our workspace - how can I do this?

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's C

 When a customer submits a Ticket form in a conversation within Messengers, instead of converting the original conversation into a Ticket, a new Ticket is created, and we also don't know which ticket the original conversation is associated with.That is to say, contrary to what is stated in the product description, the information of submitted tickets cannot be seen in the sidebar of the original conversation.  

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide. 

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

Our product uses NextJS 13.4.9 and we are trying to integrate intercom messenger. In our _app.js we are using the useEffect below to check if the user is logged in or not (guest). What’s happening is that when he is a guest everything works well. When he logs in and opens the launcher for the first time it shows the message “Something’s gone wrong”. After a refresh everything works. We have seen other related topics and they don’t work in our case. We have also used shutdown in login/logout and nothing works. Something worth mentioning is that after the login when the user clicks the launcher the Intercom’s localStorage is cleared and the intercom-session-[id] cookie as well. After a refresh all works well. Now we don’t know if this is the cause. import { Intercom, shutdown } from '@intercom/messenger-js-sdk'; useEffect(() => {  if (process.env.hasIntercomMessenger && process.env.interc

There is a bug in Intercom's contact field timestamp display. After a day, the timestamp field switches to a "relative" format (e.g., '3 days ago'). When attempting to view or extract the absolute date after this period, some fields revert to displaying the Unix Epoch—January 1, 1970—instead of the correct timestamp  

Are chat messages/Posts sent by email automatically or do you need to also create an email with that same information?

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?

We use Fin AI to handle conversations. What we want to do is when Fin AI routes to a human, it gets put in the unassigned conversations bucket and we want to get notified when that happens. Is there anything specific we can use?I did notice intercom has desktop notifications, but that really depends on our user’s alert settings as well. We originally used a workflow to message a slack channel for all new conversations and replies. However I can’t find any webhooks that trigger when a conversation is moved into unsassigned. 

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

Hi everyone,I wrote a step-by-step guide that shows how to import and sync Intercom data into Notion (companies, contacts, conversations) using a no-code workflow. It covers creating an Intercom token, API URLs to use, handling pagination, and setting up scheduled syncs so Notion stays up to date.Full guide: https://noteapiconnector.com/import-intercom-to-notion

Hi,Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.Is this possible? If so, could someone show me how? 😄

I am using a template to send an outbound email. I want to add a QR code. How do I do this? 

Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update. It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest. Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.

When searching for conversations or tickets or viewing a list created by a view, we often want to apply bulk updates to the list of conversations or tickets. Currently, the list of changes you can make to a conversation/ticket is very limited. We would like to be able to change any conversation or ticket field whether standard or custom field. Example:I have a view showing me tracker tickets. I want to bulk update all tickets in this list with a value from a custom ticket field called ‘Product’. I cannot do this at present.

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

Hi I am Prakash Hinduja, a visionary in financial strategy, born in Amritsar, India, and currently resides in Geneva, Switzerland (Swiss). I’m trying to set up a workflow in Intercom and want to make sure it only triggers once per conversation, not multiple times. If anyone have any suggestion please share with me. 

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

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?