Intercom Product Area

Hello, I’m trying to install the in app chat to my SaaS product. We send both email and user id, but the user id is the only thing intercom is taking. Here’s the initiation code:window.Intercom?.('boot', { api_base: 'https://api-iam.intercom.io', app_id: 'lv2etfg0', name: email, email, user_id: userId user_hash: intercomIdentityVerification?.userIdHash }); Ideally I would like to get also the email address, since just the user id doesn’t help me recognize who is the user. Please assist! 

Hi, I just exported a few companies but there seems no way to reimport the company's, it's only possible to import leads and users. Is there a way to import the the same data?​sadly there are alot of features, that are not available for companies.

Hey everyone,We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!Our Current ApproachWe have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature🔹 Customer’s purchase profile Feature🔹 Customer’s Phone Number edit option  Our Goals✅ Identify which modules receive the most customer requests (daily/weekly/monthly)✅ Determine the most frequently requested features within each module✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the baseLooking for Suggestions

We have Intercom installed in our web-based app but lately 20% of our users are experiencing issues with being unable to close the chat - there is no 'x' or down arrow appearing in their window. Even if it shows the down arrow, clicking it will not close the chat. The only way to get it working again is by refreshing the page.Has anyone else encountered this problem and found a permanent fix?

Hey everyone,I have using Intercom to improve user onboarding for our product & I want  advice from those who have experience with it. I want to create a smooth; engaging onboarding process that helps new users quickly understand how to use our features and get the most out of the product.What strategies or features within Intercom have you found most effective for onboarding users? I have been exploring things like automated messages and in app guidance but I want to hear about any other tools or tips that have worked for you. I have also been using uipath for some automation in our workflow, so any ideas on integrating that with Intercom would be awesome.Also, how do you balance automation with personalization in your onboarding flow? I want to make sure users feel welcomed without overwhelming them with too much info upfront. Thank you... 😊

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...

When a user clicks “upgrade now” in our app we fire off an event called “upgrade requestes”. I want this upgrade request to somehow land in the shared inbox used by our sales team. This ensures nothing is missed. I’d also be OK if a ticket was created. I also would prefer that this is silent, ie the customer would not need to do anything after they clicked upgrade requested.I tried to do this with a series and also with a workflow. Issue with seriesThere is no option to create a ticket. A message can be created but unless the customer replies to the message it cannot be tracked. We don’t want the message to be sent to the customer, we just want a silent alert to sales, a message with a note alone would even work.Issue with workflowThe only option for the second step (before creating ticket, etc.) is to put up a dialog box with path choices. This again does not solve my issue of silently alerting/tracking in Intercom. Is there some way I can use this event to make something trackable in

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Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action.  Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note Can anyone help? 

Hi, since I manage certain series, I would like to create a View in Outbound where I can only see the series relevant to me. That way, I don’t have to search through all series, but can directly access the active ones for my department with a single click.

I’m exploring ways to apply a First Response Time SLA specifically for our Tier 2 team, and wanted to get your thoughts on the approach I’ve come up with. Would this logic work in Intercom? Apply the FRT SLA when the conversation is first assigned to Tier 1 (CS) using a workflow. When the conversation is escalated to Tier 2, apply a Time to Close SLA (e.g. 1 hour), treating that as a proxy for FRT — since Intercom doesn’t allow multiple FRTs per conversation. Create a second workflow triggered by “Teammate sends any message”, with an audience rule that checks if the conversation is assigned to Tier 2. This workflow would then: Override or stop the Time to Close SLA Log that the Tier 2 “first response” has been sent This setup would essentially let us measure Tier 2’s responsiveness separately — even though it’s not tracked natively in Intercom as a second FRT. Would this approach work as intended? Or is there a more reliable way to simulate separate SLA tracking for mult

Hello team!We are deep diving into each agent conversations at the moment. There are patterns and questions regarding found patterns as below 1.) Understand that once agent put their status in “Away mode”, agent will be unassigned to the conversationsMay I know where the conversations will be sorted into please. Is it the main Inbox of the agent’s team? I saw when this happens. The CS supervisor would need to reassign the conversations to other agents manually. Is there anyway that it could be set to reassign automatically instead? if so, would like to know how to set?2.) Snooze featureWhen the conversations has been snoozed using the snooze feature in Intercom. I would like to understand. Which option teammate should select in below picture to prioritize the snoozed conversations to be on top? Appreciate all of your guidances. Any best practices please kindly advise Thank you very much! :)Ploy

We have one website “a.com”. Whenever, a user click on specific text on a.com, it redirect to help.a.com where help center article are showing. Now our main domain is changed from a.com  to b.c.d.net . So whenever user click on the same specific text in the new domain, it redirect to help.a.com but help center article are not showing. To my understanding, this issue occured due to session cookie not set because of changed in the domain, ie, b.c.d.netCan someone guide what should be the best and quickest way to resolve this issue? 

I’m aware that we can create Jira tickets from Intercom. But can the other way around be done?I’m just testing this intergration for my company. So far I’ve manually linked a Jira ticket to a ticket on Intercom.But I’m looking for ways for a Jira ticket to create an Intercom ticket.

How can I make SMS, WhatsApp, and email channels appear in the Unassigned inbox?

Where can I upload a CSV glossary file?Thank you,MM

HiiI know Intercom providing support for React native, Android and IOS. So I want to know in which language SDK is written for all of 3.Can anyone help me?

We have reached the limit of 120 events.Would be great to increase this limit to 150 or 200 for example. Is that possible from Intercom team?

Add “Conversation ID” as an attribute in macros, so it would be automatically filled with the relevant Converation’s ID when using the macro.

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

Hello,We are a small non-profit organization based in Canada with five employees. We have been exploring a client support solution for our multiple events.We have a few questions regarding your services and features. We are curious if your platform offers any discounts or special pricing for non-profit organizations based in Canada. Each of our events requires will need a dedicated Help Center to provide tailored support to our participants and attendees. Could you please confirm if it's possible to add multiple Help Centers under one account? Finally, Canada is a bilingual country, with both French and English being official languages. We will need the capability to publish articles and provide support in both languages. Can your platform accommodate this requirement?

Greetings friends, Wanted to put this out to the crowd to see what creative solutions folks have come up with.We are seeing ticket loops / duplicate tickets getting created when a customers support  / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. Question: What have others done to help with that? Workflows? Tags? Open to ideas and thanks in advance for the brain power

I’m almost done with a Product Tour, but want to go back into each step and adjust the size, or location of the message on the screen, but can’t seem to get back to the Settings options once the Done button is selected. I can see settings applied to the entire tour, but not to the individual steps? Is it too late to adjust these settings, and do I have to begin a new tour to fix it? I’ve even tried to add a new step, copy and paste the text into the new step but Settings can no longer be applied to each step once Save and Done are taken.

My team routinely snoozes tickets to follow up on in several days or the following week, and we know we can view those conversations anytime from the snoozed section of our inbox. However, is there a way to see when we snoozed a conversation until? If not, it’d be helpful to be able to hover over a message preview and see something like “Snoozed until 7/5 11:00 am,” for example. Or to click into a conversation and see that info on the side or under the ellipsis at the top.

Hey everyone!We’re currently exploring solutions for multi-lingual support within Intercom and I’d love to hear from anyone using third-party apps for Inbox translations.We’ve tried a few options from the Intercom App Store, but have run into issues with both translation quality and functionality. I’d really appreciate it if anyone could share their experience—good or bad—with third-party tools they’ve used to manage translations directly in the Inbox.We also beta tested Intercom’s native AI-powered auto-translation and found that the translation quality was quite good—better than some other options we’ve tried. However, the current feature setup makes it unusable for our needs. Right now, it applies translation settings workspace-wide, and what we really need is granular control at the agent or team level. We have multiple teams using the same workspace, and automatic translation would be disruptive for some of them.What I’m looking for:✅ Works with Intercom Inbox✅ High-quality transl