Intercom Product Area

Does Intercom offer an automatic redirect for articles with changed help center domains?

My company recently changed our main website's domain and I would like this to reflect in our help center, as well. If I change my domain in Intercom from educate.ABCtest.com to educate.123demo.com, will all of my articles automatically redirect to the new domain? Or is there a manual way to redirect these in intercom?

Can we set up shortups in our inbox, similar to the "Hi, name. How are you?" which applies when hitting Tab?

I'd like to know if there's a way to set up a few shortcuts similar to the "Hi, name. How are you?" which applies when hitting Tab, at the beginning of every conversation.

How do I set up a custom bot to pop up every 6 months?

I want to run a custom bot for an NPS survey. I'd like the survey to pop up to a user every 6 months, assuming they continue to meet the requirements. i can't figure out how I set up the rules to have the bot pop up automatically every 6 months

How can we show all consultants and the user choose which consultant to chat with?

We'd like to show a list of all our consultants and an operator, so users can see each consultant (with their details next to them) and then choose who they want to talk to. I've seen other companies do this using Intercom. How do we do this? Is there an app we can use?

How to remove the messenger launcher on mobile?

The launcher covers necessary functionality on Mobile. How can I disable it from showing only on Mobile? Using properties and segmentation will not work for us as our users using both mobile and desktop. I want them to see the launcher on the desktop but remove it from mobile. Thank you!

How to record who clicked/downloaded the PDF file on Intercom article.

Hi, I am Yasue from a Japanese software company. I want to share a PDF with the customer in the article and then I want to record who clicked/downloaded the file. Does anyone know how to do it? Thank you.

Can I assign conversations to someone only if no one else is available?

I'd like to prioritize agents and have a backup only step in if no one else is available.

Is there any way to enable png/jpeg pictures in the message preview?

The png pictures in sent messages are not visible in inbox as pictures, only as a clickable text like picture_1.png

How do I enlarge an image in the Help Center?

Habe einen Artikel für Hilfe-Center erstellt. Bei dem erstellen des Artikels wird ein eingefügtes Bild beim draufklicken vergrößert. Leider erfolgt dies nicht in der eigentlichen Hilfefunktion. Auch nicht wenn ich das Hilfe-Center öffne

The close 'x' is not working on our web App for iOS device, and Launcher position doesn't change on mobile.

Hi, We just started to use the messenger this week, but we have received multiple complains on the following issues: The close 'x' icon doesn't work on our web App when user are using an iOS device (iOS 15.6.1) The Launcher position doesn't change on mobile version so it block our bottom nav bar Does anyone know how to solve this? Thanks!

How to use different custom bots when users on different screen of our mobile apps? Given that we know which screens they are on, we want to ask related questions in the custom bots when they open the Intercom messenger? Thanks.

For example, let's say we only have 2 screens (account screen and product screen) in our mobile app. If user is on account screen and they open Intercom messenger, we want to give them options like (account issue, payment issue, etc). If user is on the product screen and they open intercom messenger, we want to give them option like (refund, complaint, product related help, etc). Thanks.

I set the welcome message as a snippet but it doesn't appear on my website : only the user clicking onto the messenger icon will see a notification, and then have to click onto the conversation to see it.

Here is what we are trying to set : How it appears for now on our website : (The welcome message is set as a snippet, which should be the right mode to show the message.)

Is the messenger widget connected to any limitations?

I know there are limitations around sending outbound content, but I'm wondering if having the widget visible on the website is part of that count.

How do I send emails from a company address and not an individual?

We're trying to send occasional emails from our company and not from a person. Is there a way to do this? It looks like all emails are formatted to be sent as "name from company name" and we'd like to send them just from the company.

Can we create a Series where an outbound bot is triggered by a Visitor or Lead consecutively browsing specific web pages? Assuming that they visited each page for more than 10 seconds.

For example, if a Visitor or Lead visits our Review page, then visits our Pricing page (both for more than 10 seconds each), I can then trigger an outbound bot to reach out. I know that we can specify if someone visits a single page, but I didn't see a way to create a rule where someone visits two (or more). The same goes for the amount of time spent on the page and whether the chosen time can be applied to more than one page.

Do users get emails about agent-initiated chats?

If an agent initializes a chat within the intercom messenger, would the user get notified about it? either via email? or can we set up a push notification to notify the user? Setting up outbound chat is not suitable for this use case as the conversation can be anything and it is not generic. Thanks.

How do I change the teammate that the initial message to visitors is shown? I am on the starter package.

How do I change the teammate that the initial message to visitors is shown? I am on the starter package.

Is it possible to create a conversation without notifying the user? For example a customer calls and we would like to document the call and answer later with an intercom conversation.

Is it possible to create a conversation without notifying the user? For example a customer calls and we would like to document the call and answer later with an intercom conversation.

How do I search conversations based on User Tags?

I would like to view all conversations in the last month from the customers with "VIP" tag. How do I go about doing that?

Hi! Has anyone found a way to embed a PDF into an article (so it's readable on screen)?

Right now I see that I can attach the PDF, which creates a link that readers can click, but I'm trying to determine if there's any way to have the PDF show as an embed that they can scroll/read through directly. (See attached for what I'm looking for.) For context: our previous documentation center consisted of these beautifully designed PDFs and infographics, and we don't want to lose them in the transfer. The only workaround I have found is to export the PDF as jpegs and then insert the images one by one...but this causes the text on the PDF to appear extremely small, to the point of being unreadable. 😞

How to create a Product Tour for the first time?

I spent hours (2x in a row) creating a Product Tour and it's nowhere to be found. The first time I created my Product Tour, I selected Preview at the bottom of the window and received a message that my changes may not be saved so I canceled out of it and then BOOM - the page lost all setup components and I was unable to get back to the create screen. I tried again thinking "this time I wont preview it before it's saved and closed". I spent over 2 hours making the same Product Tour again, selected Save & Close, and then... gone. It's not in Intercom at all! The ONLY thing I can think is that I forgot to add a subject/title (it's kinda hidden up at the top and isn't required), and I was not prompted to do so when I saved it - but that's it! If that was the reason, wouldn't the tour be saved as a draft as "Unknown" or something for the title? I hesitate to work on them again in case it doesn't save again.

We create users and companies with the API, and link them via the API as well. However, they never show in any segments or searches until the user actually logs in and creates a web session.

Is there any way to force users and companies to be included in segments and lists before they have logged in? We want to mail people who sign up for our trials but never login.

How to trigger a survey/form via Custom Bots

Hello folks, I am planning to have the both launched once users click on a certain CTA. Ideally, I would want the survey/form launched as soon as they click on the CTA. Is this possible? If not, and I have to rely on launching the bot first, can the bot subsequently launch the survey/form? Thank you!

Can I manually forward a customer's email to Intercom?

Occasionally, our customers send us direct emails that need to be converted into tickets. If we forward them to our support email address, then we can’t transform them in the name (and email) of the customer who sent the email. How can we do it?