Intercom Product Area

Need urgent assistance please -  Our bots have a button prompt that asks something along the lines of: 1) Do you require immediate/urgent support2) Can you wait for an email  I need to report on how many customers clicked on those prompts, who they were, so we can build out certain events and data from it. I also want to be able to report on how long it took our internal support team to respond to those customers (high priority SLA = 10 minutes, and "email" SLA = 1 hour) for example  Checked all report options and articles but for some reason this does not seem to be an easy thing to report on? Just need to report on the custom bot button engagement Thank you in advance

Thanks!

Can I set up Automatic away mode only for particular teammates? Not for everybody

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?

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.

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

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?

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!

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.

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

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

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

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!

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.

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.)

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.

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.

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.

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.

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.

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

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. 😞

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.