Intercom Product Area

I’m finally getting around to rolling out Articles for our org and migrating our knowledge base to Intercom. My team is in the process of developing a new structure for organizing content and we’re using Intercom’s own help docs as inspiration to model ours after. Kudos to the team who manages it. I’m curious what other help centers Intercom has and and how they’re used. From what I can tell I can only see two:https://www.intercom.com/help - primary help docs https://www.intercom.com/changes - new feature announcements Is anyone from the team able to chime in and provide some insight about your different help centers and how they’re structured?

I saw a question similar to this but for mobile. I am working on in-platform web surveys when a user clicks on something or triggers an event. However, I am not sure if it’s my configuration or access type, but I am unable to see an option to set it up that it happens when a user triggers an in-platform event.Also, I could be going about this set up wrong. Would something like this be in proactive support or set up as a workflow? 

user tagging seems to be frozen / broken in my intercom account in the ‘contacts’ section. It's been stuck populating a tag for 20 minutes, with the loading icon that says 'contacts are being added to tag' when you hover over it. This is happening across different devices / accounts, and seems to be blocking both the creation of new tags, and the archival or deletion of the tag that's stuck. The tag is only trying to populate 199 user accounts, so shouldn't take long at allhas anyone else run into this issue, and how did you overcome it if so?

Hey yall, TIA for the help!I am inheriting a preexisting Workflow and pretty much overall inbox, and a KPI that would help me out a lot is knowing how many users completed a Workflow (aka got their question answered) without any human intervention. Knowing this number or percentage before I make any changes vs. after would allow me to report on whether those changes that I made were effective.Is there an easy-ish way to accomplish this?

Hey everyone, In order to make intercom customer tickets interact with one of our workflows we need to have each ticket with a UUID - I don’t mean the ticket ID that we can check in the URL, I need exactly a 36-digit UUID for this to work. I have created the ticket_id field in every ticket, but now I can’t find a way to populate it automatically when a UUID once the ticket is created. Any idea how to do this?Thanks in advance!PN

I am trying to create a Chat message that will be sent 3 days after some event happened for the first time. I think that I was able to set up such message yesterday using “Add event or rule date” button.However, today the button is grayed out and when I hover over it, it says “Currently you can add only one rule like this”.What does that mean? It this function temporarily disabled globally? Or is there some problem with our account setting or something? When will be this feature available again?I cannot see any ongoing incident on https://www.intercomstatus.com/ . Neither I can see any note in the documentation (

Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

Hi there,I have an automated messaging running in Intercom and give users the option to react with emojis. Now I would like to follow up automatically depending on the emoji they have chosen to find out why the user reacted in this way. How can I do this? I know that this is possible for articles but I didn’t found it for message reactions.Thank you very much in advance and best regardsHolger

Considering existing contacts with several create event calls, how can I clear all events for a specific contact ?I can use API if necessary, but I didn’t find any resources on this subject

I'm trying to create a custom action that calls a webhook with the conversation ID when a new message is received. The action builder says "You can use the selector ({...}) to pass Intercom attribute values in your request body." however there are no "Conversation attributes" that I can select. How can I add the conversation ID to the request payload?

For Help Center there is only Option for Google Analytics Universal. 1 - No option to add Tag Manager. Is there a plugin we’d need?2 - Or can you add GA4 ID in that filed as well? Thanks!    

I would like to create a collection but as my team and I are working on it we need to adjust it as we go along. We would like to leave it unpublished or as a drat but I was unable to find how to do that. Tried to read through support articles but I couldn’t find a way to unpublish it. Is it possible? 

we are currently facing a challenge. our customer base are car dealerships.users typically call from the general dealership phone line. there could be several users calling from the same general dealership phone line.when the general dealership phone line is tied to multiple users, we can't identify which unique user is calling.in our testing, we called 3 times and 2/3 of the time were identified as User A and 1/3 was identified as User Bhow can we solve for this?

Hi Intercom team,I have some concerns:How can I change the content of auto reply email. because when I set up it just showed to customer like this picture below:How can I filter type of email can be converted to ticket because all of email even spam emails are converted to ticket. email I set up in forwarding email on Intercom just a alias email so how can I filter only that alias email can receive and convert to ticket  I’m looking forward to your reply!

Hello, my customers ask to our support questions through two ways : our website and our platform.We actually have an autotag which identifies the user source when the conversations opens. I want to change it, but i can’t find this workflow / path anywhere on Intercom.Can you enlighten me ?

 Hello, I would like to know if there is a maximum limit for characters included in a bot message included in a workflow. Thank you in advance!  

Is it possible to import existing HelpScout tickets/conversations into Intercom?

When creating an outbound email, I changed to HTML editor but now I can't change back so all I can see is the HTML instead of the normal UI.

I don’t see a way to link related conversations, but I’m sure there’s a workaround that I’m missing. The use case is: two related customers reach out independently about the same instance of an issue. I guess I could use a tracker ticket that’s specific to that instance of the issue, but since a conversation can only be linked to one tracker ticket at a time, that means that the conversations then can’t be linked to a ticket that describes the overall issue (and all customer instances).

I would like to select multiple conversations and add a closure code to all of them in bulk to then close them. I can’t create a rule because I have to check the conversations first before I close them. 

HelloWe schedule a product for onboarding 28k users. At the end only 4K saw the product tour, the problem is all the other register on the website but on mobile phone. Product Tour does not work mobile ?Is the only way to reach those people is to create e mobile carroussel ? Bur for me mobile carrousel is for SDK et non responsive website right ? How to handle those people ? Thanks 🎈

Hey all! First post here.  So here is my situation: One of our users is named John Michael LastName - "John Michael" being their full first name. We send a lot of outbound messages (emails, posts, etc.) and use the First Name token to pull in everyone's first name in our greeting. Unfortunately, for this user, it is just pulling in "John" every time. This user has written us back multiple times letting us know their full name and that they would like to be addressed as such (understandably!). So, I am wondering, is there any way we can explicitly set in Intercom that their first name is "John Michael" and NOT "John"? Thanks in advance! 🙂

Hello, I'm trying to build a product tour like this www.domain.com/path : post "how to" www.domain.com/path/#/step1 : pointer Awww.domain.com/path/#/step2 : pointer Bwww.domain.com/path/#/step3 : pointer Cwww.domain.com/path/#/step4 : post "congrats" where # is a different number each time & where step1 changes name at each step Is is feasible with Intercom? Thanks,Best Hélène 

Our app has a lot of dynamically generated identifiers that fill portions of our URLs. These IDs change depending on the user, the project, the company, etc. So what I'm trying to figure out is how I can make this example URL: domain.com/projects/38918-3891-38939/company/492389183 ...work for everyone no matter which project or company they're in. I've seen the concept of wildcarding before in other apps where the above URL would be reflected as: domain.com/projects/*/company/* So that no matter what ID comes in the place of the *, the URL will trigger the action. Any input on this would be fantastic. Thanks!