Intercom Product Area

Hi there,I need help configuring the ticket system for a workflow I've built.My goal:I have a workflow bot for clients and sellers. I want conversations where users pass through a specific "Seller's questions" path to be automatically converted into tickets with the "Seller" type and a specific tag.What I've already set up: Created a "Seller" ticket type and a corresponding tag. Created a "when a ticket is created" workflow with a condition that triggers for any ticket with the "Seller" tag or ticket type. But...The automation isn't working. Tickets are only created if I manually convert these chats. Could you help me identify what's missing in my setup so it works automatically as intended?

Can I search Inbox by users phone number?

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package. 

Hey everyone 👋 We’ve been reworking our Knowledge Base structure as our platform has expanded, and I’d love to hear how others have approached this. We’ve recently rolled out several new core products, so it made sense to create a category (mini hub) for each one.However, we also have tools that span all products - for example, an email tool that’s used across multiple product types. My current idea is to move these shared tools into a separate category like “Platform Tools and Features.” The tricky part is that while the email tool touches most of the products, its functionality has small nuances depending on the product. I’m torn between: Keeping all email content centralised in one place nested under a tools section e.g. having an email section (simpler to maintain, easier to find)vs. Referencing it within each product sect

Has anyone tried implementing context-sensitive help in your product like how Intercom uses its help articles and customizes the Learn button drop-down?

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

Is it possible to configure the Switch from Messenger to WhatsApp functionality so that, depending on the brand the customer is interacting with, they are offered a different WhatsApp number? Or is this something that might be available in the future? 

Hi!I have a series with two paths that take users to different checklists depending on their experience level. I wanted to review each checklist’s performance to see if our recent changes improved completion rates.If I check the Series Performance Summary Report (checklists section), I get:Total sent (The total number of checklists that have been sent and displayed to users within this Series.): 61,734 Completion rate (The percentage of checklists sent within this Series where the recipient completed the whole checklist.): 23.5% from previous 55 days (14,528 unique completions)If I check the checklist individually, I get these numbers: Checklist 1: Total sent: 16,021 Completion rate: 4.93% Checklist 2: Total sent: 4,437 Completion rate

Hi, I am stuck on a workflow automation which attempts to apply a tag to a person, rather than the specific conversation.  Context:  We have some leads and customers who are requesting info for a specific student discount we offer. When these requests arrive, we set the ticket type to discount request. After this type has been set,  I want to automatically apply a tag to the person, not the conversation. I am easily able to tag the conversation, but tagging the person doesn’t work.    The goal is to tag the person, and then we can email this group as a cohort in future for new offers.  This is the automation, and it doesn’t work atm:  Any ideas what the blocker is?  Or how I should be doing this instead of above? Thanks very much for any help! Matt 

I would like my outgoing emails inside the active correspondence to be sent not from the personal intercom addresses for each agent or personal email address, but from one general email address. For example, inside the conversation, there are 3 agents participating. A, B and C. I would like all the messages to be sent not from 3 different addresses but from one company address. Like support@mail.com . On my workspace end I should still be able to distinguish the messages that were sent by agents A, B, C. Is it possible?

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

Hello guys, please i need help I would like to integrate some workflows where if an agent identifies a new customer and inputs their contact details as a lead, an automated email is sent to the customer and then 3days later, a follow-up mail is sent as well. I have checked the internal workflow, but i cant find something of such.I also want to create workflows on escalated tickets from intercom and its sent to slack channel directly for bug reports, Automating first response time and resolution time. 

Hey friends! 👋I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? Any advice, best practices, or snippets you can share would be so appreciated! 💖

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely.

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thr

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to he

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId?