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Intercom Q&A

3395 Topics
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Anastasia MarkinaNew Participant
asked in Workflows & Automations
Duplicates users (same email and same userID)

Hi, We are experiencing duplicates creation on intercom for the same userIds and emails, the example is below:I think that the problem is on SDK side or/and API calls to Intercom.For example, to update existing user we do a post request to search by email intercom id and update that contact, but it looks like sometimes (event if a user exists on Intercom ) by some reason we are not always getting intercom id back and then the script creates "a new contact"  (or it is something within SDK). The issue is that it is not a new contact and it should not work like that. Eventually these duplicated users go to "onboarding" series, but they are old and should not get any onboarding emails..What could be the issue and solve it? Maybe it is about API/SDK update?... Best,Anastasia

733
mateusz.leszkiewicz
Intercom Team
Nicolette Godlove
Nicolette GodloveConnector
asked in Messenger
Auto-updating of user when CC'ing/Forwarding to another person.

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

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Jacques Reynolds
Intercom Team
Trevor
Innovator ✨
TrevorInnovator ✨
asked in Knowledge
How you are translating articles, and copying content for translating?

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

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Federico Cella
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ozdav97New Participant
asked in Knowledge
I am getting 403 errors in semrush

HelloWhen I audit my help center site with custom domain, I am getting too much 403 errors.I guessed it was robots.txt issues.But I couldn’t edit robots.txt in my help site in intercom.How can I edit robots.txt? or how can I fix these 403 issues?Please help me.Thanks.

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Ryan PetersonNew Participant
posted in Inbox
Re-order conversation's in back office ticket to have most recent on the top

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.

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Intercom Team
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Lasse Hammer PriebeNew Participant
asked in Messenger
Issue when presenting Intercom (latest SDK version) from app in darkmode on iOS

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

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Maya PerlNew Participant
asked in Inbox
Schedule replies in Helpdesk

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

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Nicolette Godlove
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Christian LeoActive User
asked in Inbox
Collapse quoted content in conversation

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail.  However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads.BRChristian

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Rosemary Stone
Rosemary StoneConnector
posted in Knowledge
Interactive flowchart

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

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Attila SimonNew Participant
asked in Knowledge
custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center?I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...   

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Esteban GonzálezNew Participant
asked in Messenger
Duplicate/Triplicate Messages on Instagram

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

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James KaneNew Participant
asked in Messenger
Message "Not Sent" error in messager prevents future messages

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it? 

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Aleksei O
Innovator ✨
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Jobi JohnNew Participant
asked in Workflows & Automations
CSAT for Closed Conversation workflow problem: Can we use # of participants to determine paths?

We have a workflow that will ask the conversation participant for a CSAT rating after a team member closes it or resolves a ticket. You can see in the workflow below, we will pass to a reusable workflow if either:a conversation rating request is false or if a CSAT rating was not requested for any agent. However, this creates a problem because Intercom does not send a CSAT rating request when there are multiple participants. Thus, users receive the message asking for a rating, but not the actual CSAT rating request. This is also confusing, because we’re sending a message that is asking for feedback, but not actually sending the CSAT rating request. We recently had an issue where a user in a conversation with multiple participants kept replying to the message which kept opening up the conversation and delivering the automated message. Our team would manually close the conversation, but the user kept replying to the automated message which opening the conversation back up again. This happ

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Jacques Reynolds
Intercom Team
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KiwiCloud ProductNew Participant
asked in Knowledge
The article page needs to support full markdown syntax

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

151
Jacques Reynolds
Intercom Team
Rosemary Stone
Rosemary StoneConnector
asked in Knowledge
Webdam integration

I would love an integration between Intercom Knowledge and Bynder Webdam. This would mean Fin could search PDFs published in Webdam and use these to provide meaningful answers. An integration would save me having to manually upload PDF documents into Intercom each time I publish something (a lot of duplicated effort). I see that there is already an option to synch info to Knowledge from Box so it seems it would be possible. 

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Intercom Team
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trevon_ocNew Participant
asked in Messenger
403 Forbidden: Workspace Suspended

After I complete the information to sign-up for a new account I am redirected to a “403 Forbidden: Workspace Suspended” page. 

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mateusz.leszkiewicz
Intercom Team
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skid45New Participant
asked in Inbox
Intercom Android SDK Crash

Hi! I'm using Intercom Android SDK 15.15.0 and i caught a crash. The crash happens if you go from the home screen to an empty chat screen -> start a new chat -> send any message -> quickly go back to the home screen -> and press the "Send message" button before the home screen has updated. This sequence of actions leads to a crash with the following logs: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5601) at android.view.ViewGroup.addView(ViewGroup.java:5387) at android.view.ViewGroup.addView(ViewGroup.java:5327) at android.view.ViewGroup.addView(ViewGroup.java:5299) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.and

3555
mateusz.leszkiewicz
Intercom Team
Michael Stephenson
Michael StephensonNew Participant
asked in Knowledge
Broken Help Article Link Monitoring

Does anyone use a third-party tool to monitor link health in your help articles and flag broken/404 errors?I tried Docs Fresh but haven’t been able to get in touch with them about pricing. Curious if there are other tools you’ve had success with.Thank you!

181
mateusz.leszkiewicz
Intercom Team
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Bernardo GonçalvesNew Participant
asked in Workflows & Automations
Unexpected Messages and Variable Display in WhatsApp Workflow

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 CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

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mateusz.leszkiewicz
Intercom Team
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Malachi HopoateConnector
asked in Knowledge
Self Service Ratio Report

Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how?Also, is anyone exporting info via API to calculate things like views per article? Best, Malachi

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Aleksei O
Innovator ✨
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Hitesh BijjaNew Participant
asked in Messenger
Intercom Messenger issue

Hi everyone,We’re currently facing an issue where the Intercom Messenger is not loading as expected in our application. This seems to affect desktop , and we haven’t been able to identify a consistent cause yet. We’ve already checked for any custom CSS or JS conflicts, but the problem persists. Tried installing using multiple methods .We came across a few older threads with similar concerns, but no concrete solutions were shared. If anyone has faced this recently or has any insights on possible fixes or workarounds, we’d truly appreciate your input.Thanks in advance for your help and support!Best,Hitesh

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mateusz.leszkiewicz
Intercom Team
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Adam DavisNew Participant
asked in Outbound
Trigger email with custom content via API

We use unique, one-time use invite links for our service. Can we pass these links to a triggered email in Intercom via API?

201
Emilygav
Intercom Team
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LynnaNew Participant
asked in Outbound
outbound message-tour, doesn't work

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems goodBut when we test it, it’s not there. 

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Aleksei O
Innovator ✨
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JacksonNew Participant
asked in Outbound
Is there a way to switch quickly from sending a messenger message to sending that customer an email?

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 

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Shauna O12New Participant
asked in Inbox
Is there a way to export conversations?

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

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