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Intercom Q&A

3395 Topics
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Carmen McGradyNew Participant
asked in Knowledge
Backdate articles on Newsfeed

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

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Patrick H12
Patrick H12Connector
asked in Knowledge
Is it possible to restrict Articles to Google or alternate external IdP users?

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace?Thanks!

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Nir FarkasNew Participant
asked in Outbound
Moving workflows between workspaces

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

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Inter C12New Participant
asked in Contacts
How do I update a customer’s email address?

My customer has changed their email address but I can’t seem to update it in my Intercom platform. How do I do this?

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Roland PakNew Participant
asked in Messenger
How to make the intercom draggable?

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it? 

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Lampros StaikosNew Participant
asked in Outbound
Is it possible for a user to have different "identities" on a domain and a subdomain for the same workspace?

Hello,I have set up Intercom on my main domain (e.g. https://www.example.com) and I’ve also set it up on my sub domain (e.g. https://sub.example.com). These are two completely separate applications that use the same Intercom workspace for customer support (because they are related to each other in some way). A user can create an account on either one of these two subdomains, however these accounts are not “shared”, in the sense that if an account on www.example.com has the same email address with an account on sub.example.com, these accounts have nothing in common; they are stored in different databases and are treated as completely separate entities, which makes sense considering that they are used in different applications.Here is my issue: On www.example.com and sub.example.com Intercom stores some cookies that I presume are used in the identification of the user. These cookies however have ‘.example.com’ as their domain. The consequences of this are that if a user logs in to their 

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relevicNew Participant
asked in Outbound
Email triggers are confusing af (signed up)

I’m running into a frustrating issue with Intercom’s rule-based email sending, and I’m hoping someone here can help.I’ve set up a rule to trigger an email when a user signs up and the date condition is “if it’s on the date”. My intent is to send the email only to users who sign up today (or optionally, 1 day before today).However, even with this condition in place, the audience preview is showing my entire user base — including people who signed up months ago. I’ve tried adjusting the timing logic to things like “2 or 3 days before the date,” but the result is the same: the rule still includes everyone.Screenshots of my rule configuration are attached for reference.Can anyone point out what I might be doing wrong? Is there a specific way to restrict the audience so that only new signups from today (or the last 24 hours) are targeted?Thanks in advance for any help! p.s. i’m sending over sign up times from my internal database over to intercom in realtime so the data contained within int

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Conor
Innovator ✨
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User140Active User
asked in Inbox
Can macros be exported into a CSV file?

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

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TBelevska
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User1761New Participant
asked in Knowledge
Can I embed a video in a link that starts at a particular timestamp?

I want to embed a video link so that the video starts at a particular time (half way through the video). The video is published on Vimeo, but when I try and add a timestamp to the embed code (e.g. #t=1m53s), Intercom strips it out. Is this not supported?

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Dallas RameyNew Participant
asked in Outbound
How do I have a Product Tour that walks users through multiple pages/URLS?

I have not been able to move between different URL pages to easily build a Product Tour. 

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Jacques Reynolds
Intercom Team
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Justin TNew Participant
asked in Messenger
How do I change the URL for the "Reply in our Messenger" button?

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

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Intercom Team
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juliezNew Participant
asked in Knowledge
Help Centre article format structure

Any thoughts, advice appreciated!Using Intercom for our Help Center and wondering what is the best format structure in terms of AI and LLM’s. We currently start each article with a “summary” and “why its helpful” in a callout box but am thinking this style, particularly the colourful callout box does not add a lot of value to humans or AI responses and it looks a little messy. Are H1, 2, 3 headers better than callout boxes?  When would you use callout boxes? Thanks ! 

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Luka Dujmovic
Aleksei O
Innovator ✨
Aleksei OInnovator ✨
asked in Workflows & Automations
Are there any plans on improving the volume management features?

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

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Andre RomaoNew Participant
asked in Workflows & Automations
How can I reopen an Intercom ticket using automation when a Jira issue is marked as DONE?

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

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Kamil BorowskiNew Participant
asked in Inbox
Slack Notifications "Participant Added"

When receiving a message in Intercom and then a Slack notification, half the time we will see “[Customer] started a new conversation” then block quote the body of the textThen the other half of the time we just get“Received participant added notification”Support wasn’t really helpful and said it’s been backlogged, but I see there is a post from over a year ago asking about this. No interest in Zapier, as when the notifications are working, it is as desired.

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OdetteNew Participant
posted in Knowledge
Sync folders from Confluence

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

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darshanhiranandani24New Participant
asked in Inbox
Hello, I am Darshan Hiranandani – Thrilled to Be New Here!

Hello All,I’m excited to become a member of this fantastic community! I’m Darshan Hiranandani. I’m also deeply interested in technology and gaming, and I’m keen to explore how these areas overlap.Technology’s potential to create positive impact is incredibly motivating to me. I’m committed to staying up-to-date with the latest trends and advancements and look forward to working with others to develop innovative solutions.I’m eager to engage in insightful discussions, exchange ideas, and contribute to the community’s growth. Let’s work together to shape a brighter future with our collective expertise and enthusiasm.Thank you for the warm reception! I’m looking forward to starting this exciting journey with all of you.Best Regards,Darshan Hiranandani

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Elliott BrownNew Participant
asked in Knowledge
Is there a way to see article URLs before publishing? Or to set up crosslinking with relative URLs?

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL.Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs? 

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BetmodeSteveNew Participant
asked in Inbox
Notification sound

HiThe different notification sounds inbox is not hearable when using Intercom in a area when there is noise around chat agents. You need to add some real/longer alarm sounds, that also can be configured to repeat after x sec, if incoming chat not answered. 

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Conor
Innovator ✨
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Kevin SotkaNew Participant
asked in Workflows & Automations
confirmation email needed for API-created tickets

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.Can you impart any guidance, here? Thanks in advance!

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Grupo OLXNew Participant
asked in Outbound
Não consigo fazer comunicação ha 3 semanas na intercom

Não consigo fazer comunicações há 3 semanas na Intercom! Desde que mudaram a cobrança dos acessos de equipe está com algum “bug” pois mesmo com acesso ilimitado, dando ok para a nova cobrança e limitando outros membros da equipe, estou com acesso total as funcionalidades, mas não consigo fazer nenhum tipo de comunicação!!Nossas ações e resultados estão sendo impactados por não estar conseguindo utilizar a ferramenta contradada justamente para essa finalidade.  Abri um chamado (16119309) e falaram que mais clientes estavam com esse problema, porém não deram um prazo ou se quer uma estimativa de um prazo para que a ferramenta volte a funcionar. Mais alguém está com esse problema? Alguém da equipe pode solucionar?  

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Emilygav
Intercom Team
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Nat NgNew Participant
asked in Knowledge
Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated. 

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Dhawal ThumarConnector
asked in Inbox
Snooze Automation to Reassign

Has anyone cracked the limitation of customers being unsnoozed in a workflow? I know that if the conversation is snoozed via the workflow, the reassignment to an agent is not possible. Has anyone come up with a workaround?

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Jacques Reynolds
Intercom Team
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ÍtaloNew Participant
asked in Knowledge
How to deactivate the message (inbox) conversations from my widget?

I wanna use the intercom widget only for knowledge base, with our articles, but I would like to turn off the option to talk or send a message to my inbox on my widget. According with setup customize doc there is a note that says:  Note: “Messages” is a permanent space in the Messenger and can’t be turned off. So, is there any other way that I can only show my articles without chat option? 

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Vinicius RibeiroNew Participant
asked in Messenger
Problem with chat on mobile

We're experiencing an issue where some users are unable to access the chat on mobile.We're using the Flutter SDK in our app. We've already verified that the affected users are correctly registered in our database, and the ID information is being passed properly. Interestingly, the chat is working fine for other users.How can we resolve this issue?  

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Intercom Team
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