Intercom Product Area

Does anyone know if there is a way to have an automated reply to customer emails that includes the ticket/case/conversation ID?  So, customer emails and gets an automated email back with a templated response, and the email also includes the ticket ID or case ID or conversation ID? Not fussed which ID, as long as it gives them some sort of number to reference. Thanks in advance!

Hi there,I love the new checklist feature, and am wanting to use them to onboard new users instead of tours, as they obviously work across pages, show progress etc, and are generally more informative and less intrusive. The biggest issue I’m having right now though is that I can’t find any way to determine whether a checklist has actually been completed.Basically, my scenario is this: Create an ‘onboarding’ checklist, have an intercom banner, intercom tooltip or in-app button that initiates the checklist on the home page that is only shown when the ‘onboarding’ check list is incomplete. Yet it appears this isn’t possible as there is no way to determine whether the checklist is complete or not.As an aside, it also appears that it isn’t possible to launch a checklist from a banner. Do they not support smart links?Thanks! 

I would like to have the ability to have a few simple question mark icons available on my site, when clicked, they would load specific articles from our help center within the messenger window. The goal is to deep link specific articles in the messenger. I've seen other chat bots provide this functionality but haven't found a way to do this with Intercom (happy to use the JavaScript API if needed). Thanks!

HiI’d like to know if it’s possible to duplicate a path in a custom bot (to reuse it as a basis instead of creating a new one from scratch)

I would like to add one more option below "Send us a message", but I couldn't add it to the workflow.The workflow only allows me to add options after selecting one of the following options (Help, Messages, Send us a message)Is it possible to do it?

HiWe're new to Intercom. We'd like to post a message to a user that pops up on opening of the app like this: What we are getting is the message view first: Is there any way to suppress this and go straight to the pop-up message? Thanks in advance, John

Hi everyone, I’ve set up intercom through GTM and it’s working as the messenger is showing on page.  I’m now trying to set up a proactive message to be sent when anyone makes a click where the click text is “Let us know”. The issue I have is that GTM is picking up the clicks correctly but intercom is not receiving the event. I’ve tried setting up the event two ways and neither work.  Method 1 - using the intercom built GTM function for trackEvent.Method 2 - using the custom HTML GTM function with the JS as per the guides.  In both cases intercom is not detecting the event. I know the event is being triggered by GTM as I’m receiving it in MixPanel.  Any ideas why this wouldn’t be working? 

Did anyone encounter an issue starting a new conversation via email because it shows an error?I received an error when I tried to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. It's quite strange. Can anyone help?  

It looks like Intercom.logEvent(withName: ) is not thread safe, Yet the in line documentation is not warns the user and the provided url is broken: “Log an event with a given name. You can log events in Intercom based on user actions in your app. Details about Events here “Broken url: https://developers.intercom.com/reference/#events Workaround:Intercom.logEvent(withName: event) should be called on main thread only. Solution:Make sure Intercom.logEvent(withName: event) is thread safe or make it clear if its not.Stack trace:Main Thread Checker: UI API called on a background thread: -[UIApplication supportsMultipleScenes]PID: 16482, TID: 5635365, Thread name: (none), Queue name: com.apple.NSXPCConnection.m-user.com.apple.photos.service, QoS: 0Backtrace:4 Intercom 0x0000000105475054 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 8106205 Intercom 0x00000001053f3c44 IntercomSDK_PINRemoteImageManagerSubclassOverridesSele

Many times, when we communicate with our customers, we need to use their message data for segmentation. This applies to any of the Intercom channels.We would like to utilize message data to, for example, exclude or include contacts who received message x. Another example would be to exclude or include contacts who did not open message x. We understand that this can be partially achieved with series, but not with individual messages.Currently, we address this issue by applying tags to users. For instance, we tag everyone who opened message x and then exclude or include them from the next message.Is there anyone solving this in a different way?

I’ve checked the previous asked questions, but can’t find a proper way to do it.While creating a Product tour for multiple pages, how can I add steps that should showing up on after navigating away from the first page(ex: abc.com/home), the URL of the second page is generated dynamically, like this: abc.com/project/1234, 1234 is the project id.Scenario: In my tour I ask user to create a new project and this takes the user to new page. Now on the new page, we have the projectId as the url parameter. So when I create a tour and user clicks on the New Project button, I want to show the following steps when the user navigate to abc.com/project/1234Is there a way that I can input the dynamic URL for the second or even the third page in a tour? 

From https://github.com/intercom/intercom-ios-sp :Our installation guide contains full setup and initialisation instructions. (https://developers.intercom.com/docs/ios-installation) Read "Configuring Intercom for iOS". (https://developers.intercom.com/docs/ios-configuration) Read our guide on Push Notifications. (https://developers.intercom.com/docs/ios-push-notifications) Intercom Developer Hub available here (https://developers.intercom.com/docs/intercom-mobile-installation?utm_source=github&utm_campaign=ios-help)Also there is no reference to the main Github page: https://github.com/intercom/intercom-ioslogEvent(withName:metaData:) - Details about Events here (https://developers.intercom.com/reference/#events) There may be more, but these are already unacceptable.

Hey everyone,Just started implementing Intercom for our company and I’m getting stuck at the “basic steps” as it seems, maybe someone experienced the same behavior. We have two general inboxes through which our customers can contact us and I’m trying to set it so that all emails that arrive at those 2 inboxes will be visible in the Intercom for the support team. We are using Office 365, so the email provider is MS (Outlook) and the person responsible for managing our email went ahead and added the forwarding address that is provided by Intercom to Outlook settings. When I click “Verify email forwarding” I receive an email to our general address “support@companydomain.com” and right after that I receive an email from MS Outlook saying “Delivery has failed to these recipients or groups”. Also, I see an error message saying “Email forwarding is not set up. Check your forwarding settings.” under my forwarding settings. I tried the same steps for another email: info@companydomain.com and I

Hi there, I currently use Hubspot for my Customer Service department, so every time we reply to an email from Hubspot, we can see that email in the "Sent” folder in our Gmail address - I’m now setting up Intercom, since we wanted to use the AI chat, however, when I reply to emails using Intercom, those are not visible in the “Sent” folder in the Gmail address linked to Intercom - and I really need to be able to do this - does anyone know if this is possible and how to set it up?To clarify, I already was able to set up the “sender email address” - but what I want is for all emails that we send from Intercom, to be synced in our Gmail address - just like it happens with HubSpot. Thank you!

I was just exploring the functionality of letting the customer type when you have a ‘Customer opens new conversation in the Messenger’ workflow.Our current process is we have composer disabled, the customer is then triaged via buttons to a relevant query, then if it didn't help or they click a ‘something else’ option they’re directed towards chat support, with FIN there to try and answer the query as one last try at self serve support before they do definitely get assigned to an agent.I just wanted to know what would happen if we did enable the composer from the beginning with Fin custom answers as an option at the beginning as well as buttons, and whether that would conflict with any re-usable bots set up to be triggered by key words in a customer’s first message.  

Hi,I've successfully set up the rules within the workflow, and the SAL report is functioning well, displaying misses and overall SLA performance. However, I'm encountering difficulties specifically with creating the inbox rules. Could you please offer guidance, possibly through screenshots or a video tutorial, on how to configure the inbox rules to meet all three conditions? 

Hi,I sit possible to use “Let Fin answer” option in the Resolution bot?  Right now, for the custom answers I am writing, there is a path that I have defined. I want to close the conversation once the customer has repsonded to “That helped”In resolution bot, the path takes me to standard answersIn the Workflow with the trigger,  https://www.intercom.com/help/en/articles/4134615-customer-opens-a-new-conversation-in-the-messenger#h_c6b42fc0bbhow do make sure that the actions that I have defined in the Workflow flow inyto the Resolution bot

Hi,It seems there is a limit on the URLs i can use to embed videos with. Looks you can only use Wistia, Brightcove, YouTube and couple of others.How do i go about adding another video urls that is not on your list? Does it require a whitelisting of the company used to run our video platform or is there some custom development that can be done to bypass this limitation to the product? 

I have iPad based App where i integraet the intercome and also in website www.rapidrms.com and it was working fine. But suddenly it stops working in both places, browser (rapidrms.com) and mobile appSo i checkd in list of trusted domain it previously defined as "rapidrms.com" and i changed it to"*.rapidrms.com" and it resolved the issue in web browser(rapidrms.com). I am surpised how its possibleas it was working unitl last week and stop working and them when i changed it to "*.rapidrms.com" is resolved.But now more complex situation as it is working now in website browser (rapidrms.com) but gives errorin iPad app saying that "Something's gone wrong - Content could not be loaded with button as "Reload".when click on "Reload" nothing happens which was working previosuly withouut any issue.So now sitution it is working fine in web browser but no in iPad app  

We are new to Intercom and and looking to better integrate our inbound and outbound phone calls and meeting data into Intercom.  Our goal is when someone calls into our support line that the call is transcribed and then logged into Intercom as an event with the transcription text. We are currently looking for a new phone call system like Aircall, etc.  It seems that integrations exist to do things like initiate a call from intercom and to bring up customer’s records in Intercom when someone calls in, and even log an event in intercom and have a link to the call recordings, but I don’t see any solution that leverages automatically logging a call transcription text into intercom that which would be more helpful than having to go into a call event and click on a link to listen to a call recording. The same concept would be great for when we have a zoom meeting with a client.  Those meetings are already recorded and transcribed in our Zoom account but it would be nice if those were automat

Maybe this is an option that I'm just not seeing🤞 ? Many of the macros that agents use are the same answers we would want a bot to give.​Thanks a million!

The messenger is not launching on our site and I’m getting the following error message in the console; {type: "error.list", request_id: null, errors: [{code: "403", message: "User email is not valid"}]} errors: [{code: "403", message: "User email is not valid"}] 0: {code: "403", message: "User email is not valid"} request_id: null type: "error.list" We don’t have identity verification turned on for web, the domain is listed as trusted and the messenger is set to show on this page. Does anyone have any ideas on how to resolve this? I’ve raised a support ticket with Intercom but it’s been 3 days and I haven’t heard anything so any help is much appreciated! Thank you :) 

Hello!I have my phone and therefore my app set in English. However, when I open the Messenger Launcher I can see the content in Spanish (our default language). Checked our Messenger and omnichannel settings for Mobile SDK and I am not given many options to configure languages based on rules. How can make the Messenger Launcher display in the right language based on app´s preferences?Thank you!  

Hi all,Does anyone know if there is any way that we can turn off the “Share your reply time” feature on the home page & pre-assignment to a team?

Hi! I’m trying to use the intercom generated unsubscribe link for a given user as per the instructions in this page:https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&sample=true It says to use the following modification to the link above:https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&user_id=INTERCOM_USER_ID_HERE However, when i test this on a real id, it doesn’t work. https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&user_id=7656fdfb-cc7b-4e5a-94aa-192e51651748 Is this an intercom bug?