Intercom Product Area

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

We're expanding our product offering into another business domain. This business domain uses different naming and sometimes different behavior for a given product or feature. We have a lot of articles. We would like the existing article content to adapt to a given business domain. Ideally, I set a section of content in an article to display if it meets my rule. This way we wouldn't need to copy the whole article and maintain two articles about the same thing. For example: Rule 1: Target audience = user.businessVertical = clothingRetailRule1 = true ? clothing : car;  Article Content Hello valued RULE1CONTENT customer.  Article Resolved Content (user.businessVertical = carRetail) Hello valued car customer.

In Salesforce, there are ways to create Categories and multiple sub catergories to these data points. So lets say you have two categories: Category 1 and 2.  In Category 1, you have the option to choose from X amount of options. When you choose one option, it will show specific data points to choose from in Category 2. The reason we are looking for this is to have more consistent data chosen in Intercom while also offering more data to choose from. We would love to have more specific data chosen in drop down lists but don't want to add too much to them right now as it just becomes too much to choose from.  Just curious if there's been any demand for this.

I see that when you make a change to an article such as editing the title, it will change the public URL of the article. I understand that even with an old URL, Intercom will always redirect the user to the latest article. I am curious if this same logic applies to a Collection? Is there a way to get a static URL for a Collection? Thank you. 

Is there a way to connect a help center collection to multiple help centers?

I was trying to use chatGPT for my customer service. When I search GPT in the app store, it looks like there are FederaGPT, Albus, and Aissistant. Has anybody used any of these services? Any comments?

Hi,I’ve got a problem with opening articles in the messenger. You can test this problem on this website: https://community.intercom.com/Click on an article in the list under “search for help” The article opens, click on the back icon Click on another article in the list under “search for help” The article doesn’t open, the messenger is blank and doesn’t respondI’ve also got the same problem with opening articles with window.Intercom(“showArticle”, 12345), sometimes the messenger doesn’t open the article and is blank and doesn’t respond. I think this might be the same problem.Step 1:Step 2:

Whenever I try to add a new attribute, I get a red warning stating, "Items with duplicate labels cannot coexist in the same list." Though I understand the message, I'm certain there are no duplicates. Has anyone else faced this issue and can offer advice? Thanks! 

if we receive an email from a new user that is part of an existing company, we do not have an easy way to link them to the company.  I do not know how to do anything with API and it seems silly to hire a developer everytime I need a little change.

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

I'll really appreciate any help.

I sometimes share messages with users who are not logged in.At this time, I experienced a phenomenon that the message I sent yesterday disappeared today, and I would like to know the message storage time of the guest without id and email.Also, I would like to check if this can be changed in method or intercom setting.

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference. 

Is it possible to receive an NPS score/inbox or team member? Thanks! 

Have a nice day 

I've integrated a Product Tour link into a banner using Intercom. However, I've encountered an issue where clicking on the Product Tour link causes the page to refresh itself before initiating the tour. Ideally, the tour should start seamlessly since the banner appears on the same page where the tour begins. Is there a method to prevent this page from reloading upon clicking the link? Thanks!

I am trying to embed an image URL into an article so we can quickly replace images by just updating the image url in our image repository. How do I do this in Intercom? I tried putting the code <img src=”https://examply.io/image.jpeg”/> into the Insert Code block but this populates no images, as if the code does not work but the code is correct. I followed this article on Intercoms website that states you CAN insert this type of code into a help center article. Any advice is appreciated!

Hi All, Hoping someone can help or provide some direction as how to prevent SPAM bots starting conversations on our Intercom Messenger on our Public Website.We have the Intercom Messenger on our Public facing website (Visitors/Leads) https://freshtrack.comWhen someone starts a conversation they need to provide Name, Email and Contact Number (which they do). However, the conversation is SPAM.  The email and phone number are fake and the message is generally “How do I register?”  or most recently “Where may I find a food bank” or similar.   The phone set to USA number.The volume of these messages is increasing and we want to prevent them as it is causing issues when our marketing automation runs and the emails just bounce back. Sometimes we get replies with exactly the same original conversation message  “How do I register”, “How can I book a appointment” etc.

We're currently integrating Intercom into our Flutter app.We've set up a workflow that's triggered within a series. The first time around, it works perfectly and the message appears as an in-app notification. However, subsequent triggers result in the message being delivered to the inbox without the in-app notification alert.This inconsistency is affecting our product onboarding, which relies heavily on these workflows. The experience for our users is crucial and currently compromised due to this issue.Has anyone else encountered this? We're looking for an urgent fix or any workarounds that could help us ensure a smooth and consistent onboarding experience through Intercom.Thanks in advance for your help!

Is there a way in the iOS SDK to disable opening a conversations while keeping the ability to send campaigns?Specifically when user taps on campaign we wouldn’t want them to be able to start a conversation from it

Currently, in our android app is configured such that whenever a user clicks on the Intercom button, it initiates a new conversation.This setup, although functional, is not ideal for our users who often return to continue previous discussions. How can we modify this so that clicking the Intercom button opens the most recent conversation with that user instead of starting a new one every time.

Hello We want to hard close conversation the moment it was closed.We don’t want closed conversation to keep on reopening within 24 hours(min we can set)  

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock OriginTotal Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael