Intercom Product Area

NPS survey results - include customer estimated business size

I would like to include estimated business size as found in the user profile with my NPS export. Currently when using the NPS export function, it appears ‘ canned’ or standard format, I can’t add in fields? Do you know how I can review NPS data by customer, including estimated business size?We have this field populated from Hubspot data screen shot below for field reference - I would like to see this with NPS such that I can better understand NPS by business type

Using Templates in SMS and Surveys

I’d like to be able to upload templates to Intercom that can be used for SMS and Surveys. Is this possible, if so where would I do that? If this isn’t possible, can it be added as a future request?

Has anybody else had trouble saving changes in product tours?

I am currently making some changes in product tours I already have setup, after editing all the steps I click “save and close”, but the changes I made go back to the original. Am I doing something wrong?

Tour resetting when switching pages

Hi all, We are currently setting up product tours for our platform and we are running in some issues when it comes down to switching pages. We use a combination of ajax loaded pages and real redirect to new pages. The ajax loaded pages work fine. But when I’m redirecting to a new page to continue the tour the tour is reset to step 1 or sometimes step 2. We already checked if the selected element is available in the new page and also set the “navigate to” in that step. Has anybody any idea? And another strange thing: after restarting the tour again it works fine ...

Bulk delete users in Intercom

Hello, I currently created a segment called Inactive Users which basically are the ones who aren’t active in the last 30 days and I have around 10K+ users that I want to directly delete permanently from Intercom. I checked this article https://developers.intercom.com/intercom-api-reference/reference/deletecontact but since I am not a technical person, I was wondering if its possible for someone to guide me in the steps needed to get the job done.

Start a Conversation - Email Only

My team sometimes starts a conversation to send an outbound email to a client to follow-up. When doing so, multiple iterations of the contact will show up sometimes when typing in the email address. Some iterations will only send a chat and others will send an email. If the outbound message goes out as a chat, the client will only see if they log back into our site and the chat pops up. The email after 3 minutes does not trigger. Is there any way to prevent this from happening? Either by disabling the ability to start a new conversation through chat, or to trigger the outbound chat to go to their email?

Unable to resolve steps in checklist automatically. How do I make this happen?

I see two options: Product trigger or content/attribute/event rule. I’m unsure if both of these are necessary to resolve each step automatically. I want each step to resolve as soon as the user clicks the CTA button. Which settings do I need to update to make this happen?

how do I disable the chat but keep the messenger (so users could use help)

how do I disable the chat but keep the messenger (so users could use help)

Ignore/hide message

Dear reader, At ValueBlue we reach out to users of BlueDolphin, asking them how likely the are to recommend our tool, by the use of your sulution, Intercom. Ideally, we allow users to select: 'do not show me this message again', but as far as I can find out, that is impossible. How do we allow our users to 'no longer show' a specific ‘Intercom’-message, and thereby, improve the quality of NPS-research? Thank you in advance for letting us know. Fleur

Workspace Functionality for Sensitive Data

We currently have a use case where certain data that comes into our Intercom Workspace via a single channel (ie a certain email address forward) needs to be kept secure/ private. These tickets specifically relate to financial customer information and simply need to be routed to a single user in our Workspace for triage. No other user should be able to see the information in these tickets, only generic stats. In addition, this User is often assigned tickets within our Workspace from other users and/or via chat with answers to more benign questions like how can I access my bill, can you send me a W9, etc? What is the best way to set up this flow/ user? Do we need an additional workspace or can we achieve the above in our current workspace?

Post is not solved

Hi there, post13858 is labeled with ‘solved’ but it is not. Could you let me know if you are aware of the fact that I raised another question and that it will be a matter of time before you are able to follow up? Thanks, Fleur

Having trouble with custom object / conversation reference.

I have a custom action that fetches customer orders from our API (works fine). It stores the response data in a custom object called “order”. (Works fine). When I build a very simple custom bot to fetch the customer orders and present them with choices of orders to select, and to store their order selection, I can’t see anything in the “Save selection to...” button no matter what I do. It always opens a pop-up that says “To make a selected item accessible afterwards, link the Conversation to a Custom object” and gives a link to the conversation-data settings page. If anyone can tell me what I’m missing here, I would really appreciate it. I have a customer custom object for identifying the customer by email, but I’m ignoring that for now. I’ve created references from the “order” custom object to conversation, people, and my customer object. I’ve created reference attributes in conversation data to the “order” custom object. I think I’m just not getting something about the relationships.

How can i close and open the Messenger based on office hours?

All, I have setup Intercom with office hours for my different countries i have customer support staff in. Now i am looking at closing the chat for incoming conversations outside office hours. Is this possible to do, or do i have to do this manually by using the “Control inbound conversation volume” settings? It would be great if there was a parameter called “Office hours (TRUE/FALSE)” that could be used… Regards,Jens

Canvas kit buttons appear as grey in chat window

Buttons on canvas objects in chat window appear light grey regardless of style. Makes it hard to read and gives the impression its disabled. Primary buttons should appear with a blue background.

Where is the Admin setting to remove the requirement for an iOS passcode?

New Team to Intercom…. Team member does not wish to use a Passcode on iOS portable devices (iPhone and iPad) The error message when he attempts to log in using Google is: ‘UNABLE TO SIGN IN TO ACCOUNT Your administrator requires you to set a passcode on this device to access this account, Please set a passcode and try again’ So it appears that somewhere in Admin settings is something that can by pass this - can anyone help please?

Custom chatbot not showing and replaced by generic one

hello, we have just configured a custom chatbot and we are trying to display it on a test website: https://xplore.arkage.it/ unfortunately i cannot find any solution to the problem in the subject: we can only see a “generic” one, not ours. what shall we check? ty

Use Different custom bot based on passed attribute

We have 4-5 Products, all of which have the same URL structure, /product/:idBased on the ID we fetch the product, and only after this we know the product type. I want to engage different custom bots based on the product type.To do this I call window.Intercom(‘update’, { product_type: "my product type"}) On my custom bots, I use the custom attribute product_type in the rules to decide which bot should execute.This however seems to only work intermittently and sometimes a stale bot is used instead of the latest one called with product_type (Assuming this to be due to delay in user attribute being updated and syncing with the client). Is there a better way to do this which guarantees that correct bot will be used for the chat?

Email sending for Black Friday and winter holiday - best practices

If you’re using Intercom to market to your customers, you’re probably in the middle of building out email campaigns for Black Friday and the holidays right about now! I’d like to share some tips with you, from our Trust & Safety team, on how to best manage your email sending for these campaigns, minimise bounces/spam complaints and ensure the best inbox placement. Only message active customers When sending email messages, it’s never a good idea to message every single one of your customers at once. Some customers have disengaged and their email addresses may no longer exist or, even worse, be used as spam traps. You could also have former customers who don’t want to hear from you any more, and might mark your emails as spam. Here’s more guidance on how to avoid spam traps. We recommend that you only message customers who match the audience rule Last seen less than 180 days ago. Only email when you have permission to do so This one should go without saying, but please make sure you’re o

When did my user unsubscribe?

Is there a way to know when a user unsubscribed? Which campaign pushed them over the hill, etc.?

How can we exclude Auto-Closed (Abandoned) Chats from automatically creating Salesforce Support Cases upon closure?

Hey Team, We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed. Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer. Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation. Thanks!

Capture feature requests and allow logged in users to upvote for roadmap prioritization.

Has anyone implemented a viable feature request and voting system with Intercom? Or can suggest a third party integration that can leverage the Intercom user (so they don’t have to log in again etc.). Seems like you need to have real users to avoid spam / rigging votings, so why not leverage Intercom? In short - instead of a survey at the end, I was considering adding the option to start a feature request / or if they hit an article that says the feature is not supported - have an action / link to the known feature request so they can +1 / comment.

Resolution bot and assignations

Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

Can I merge conversations?

Is there an option to merge tickets? I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

Special Notice still displaying after turning off

Hi there. We recently set a special notice for the past holidays and turned it off when we got back. But somehow it is still appearing. See screenshots attached. I’d really appreciate your help with this.

email set live 24 hours ago, still hasn't sent

Why hasn’t my email sent after I set it live 24 hours ago? Need to get this resolved ASAP.