Intercom Product Area

I need to know how the use of snooze has impacted my average resolution time, specifically the additional time it has added (the time the chat was in Snooze) from the moment an agent was assigned until the closure.What is the best way to create a report that provides me with this information? I couldn't find a filter that gives me the average snooze time in conversations. To be more specific, I need to know how long my resolutions would take without the snoozes.And if possible, I would like to know the total time spent in snooze.

Bonjour,  Est-il possible d’intégrer Intercom avec Sellsy ?

Does anyone know if there’s a character limit for Help Center articles in Intercom? I want to ensure that my content stays within any guidelines for readability and optimal user experience. If there is a limit, what’s the best way to handle longer content—should it be split into multiple articles or sections? Any insights or best practices would be appreciated!

I’d like to know if there’s a way to make inserted images in my article display in full screen when clicked. If that’s not possible, can we resize the graphics to make it happen?

Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:Green: time is okayOrange: attentionRed: out of time  

intercom is not working after i open the app through the intercom notification in ios.please let us know anyone have solve these issueeeeee…… 😐😐i am currently using the intercom version :- 17.1.1 

how to update the name of a visitor on an outbound call?

When a user uploads an attachment in a conversation, we observed that:The webhook payload contains an html string with the file URL somehwere inside it: "body": "<div class=\"intercom-container\"><img src=\"https://downloads.intercomcdn.com/i/o/112xxxxx53/131xxxx01249e994131/image.png?expires=1722233700&signature=8a70c55c0ed3000c00ae533xxxxxxxxebc3407b10136029aff26bd5f3c3\"></div>"   In custom actions using `Last Message Body` we get "payload": "[Image \"some-file.png?expires=1722255300&signature=f0e6d92d99861c0046910ace7821c80c06850fad91498faxxxxxxxxxxxxxx\"]", We ask:How to get the file url as plaintext, not html, in webhook how to get complete file url in custom actions When user uploads multiple files we get multiple webhook events - and not a single one with all the files inside of it. It means we have

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas!  For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow.

how can I add a step between to steps in a workflow? 

Has anyone done this and have a reference to use as a starting point? We want to launch messenger from a URL for our field employees so they can have easy access to a mobile app so they can start conversations and file tickets.The current way isLog in to our app (which is not mobile optimized) Find the launcher widget/buble Open Messenger - it opens full screen on mobile which is really niceI’d love to just have a link / bookmark that launches Messenger in a fullscreen mobile

How to restrict ZipCode to 5 Chars in INterCom Chatbot

I am looking at integrating our intercom account with Facebook so we can run Messenger ads and our sales agents can respond in real time. I am wondering if there is a way to filter the messages so only the Messenger ad messages are sent to intercom?Thanks,Tom

Is there a way to reassign just WhatsApp conversations when a team member is absent during office hours? We do not need to reassign conversations from email or other channels, just WhatsApp.

Hi, I am looking for help / insights on the following use case. In our business, when a user confirms a purchase through our website, we automatically create a ticket in Intercom for the after sales process.Every user booking with us, will always have a ticket in intercom.Now, when the user confirms a purchase, we send multiple transactional emails to the user about their purchase status, payments status etc.These transactional email’s content is put together in our monolith and then sent via sendgrid.How can I get a copy of these emails on the intercom ticket?Our sales team uses Pipedrive, which offers a unique email per case that we can CC. This email is then correctly attached to the case.Sending our transactional emails through intercom is not an option as we have no plan to move our complex transactional emails over from Sendgrid. Looking forward to any insights.

How to add if statement to HTML email?

Is it possible to hide the reactions section at the bottom of Intercom articles? We’d like to add our own custom section here for our customer to submit feedback if the article was not helpful. Plus, I haven’t found a great solution for redirecting customers who indicate the article was not helpful to the proper location:  

Hello, I am using presentMessageComposer to open intercom with a pre-filled message. I am using it like this:  static async presentMessageComposer(initialMessage?: string) {try {await Intercom.presentMessageComposer(initialMessage);} catch (error) {Logger.error(error);}} Although it opens the intercom the initial message is being ignored for android and iOS.I am on the latest version of react native intercom. Is it a known issue? Thank you 

I’m trying to see what event data is being sent to Intercom from segment (i think there is an issue with it) but I cant find any way to reliably track this. and segment doesnt give me info because Intercom “cant send server side”. 

Hi! We would like to send a short summer message as a chat bot message, on top, of the ordinary that we have today. how do i add that to our bot?

Hello everyone, I am very new and only being using intercom for a week. Could you provide a training ? Your articles are great but I need a step by step training.ThanksAurelie

Hey! I configured Intercom using instructions for the Angular Web app. We have requirements to support visitors without logins and users with logins. So I followed your instructions and implemented it like this: // In the AppComponent which is the root component, I added this codeimport {Intercom} from '@intercom/messenger-js-sdk';@Component({ selector: 'my-app', templateUrl: './app.component.html', styleUrls: ['./app.component.scss']})export class AppComponent implements OnInit { ngOnInit(): void { this.initIntercom(); } private initIntercom(): void{ Intercom({app_id: environment.intercomSettings.app_id}); }}// We are calling the boot method when the user successfully logs inboot({ 'app_id': environment.intercomSettings.app_id, 'id': this.userApi.currentUser.

Hello,I am trying to build a workflow that would automatically close a conversation should the user not reply.Here is the scenario:User contacts us → Workflow triggers if a certain word is contained in the conversation asking the user for more information.The goals we are trying to achieve are:Conversation would automatically closed if the user does not respond within a certain amount of time Should the user respond, the conversation would be assigned to the team ( the workflow triggers would be based on the team so the assignment would be already defined)Would there be any recommendation regarding this ? ( We have tried setting a “customer sends first message” + “ snooze unresponsive conversation based on a conversation tag but it unfortunately does not seem to trigger the snooze unresponsive conversation).Thank you 

Save button is greyed out in the authentication section even though I have entered all the values  

Hello,I have created a survey to send our customers when they send us notice to cancel. We want to gain insight into the the cancellation, and also offer them a deal to stay. The survey is hosted on a landing page within our website. Then the survey has been embedded into an email that we duplicate and send to individual customers when they cancel. The users of our application are synced nightly with Intercom, so their name, email, and unique id is already in intercom. We send the email, and sometimes when they answer we get back their name and email as being the person who answered. Sometimes that is blank, and we just get back nonsense and have no idea who answered the survey. This is important because if they indicated that they wanted to take us up on our offer, or want to talk to us about their pain points, we need to know who to reach out to.I found these two bits of info in the documentation which may explain why we sometimes do not get the name and email