Intercom Product Area

I do not want my full name to be displayed there.

I have a bot that we're using to pretty much just tag users as a way to opt-in to future communication. Every time the user opts-in, it saves that "yes" as a conversation, which we then have to delete. The bot is doing all the work of tagging the customer, so saving that conversation is just extra work. Any suggestions on how to prevent that? I'm pretty new to intercom :)

My trial period is over and I was not still able to assess if the feature is working. I followed all the tips: I wrote the articles with specific key words and pushed manually the article to visitors.

What would cause a routine outbound newsletter to start going into the Spam folder overnight when it has previously been going to their inbox folders without any issues? FYI. No major changes were made to the configuration as it is based on a template

I set up a welcome email series triggered on first user sign in in our app. The first email only goes out some of the time, missing a large number of users. The users are subscribed to this series and have not met any of our exit criteria.

Whats bizarre is that a lot of emails ARE sending and we haven't been able to detect a pattern.

Is it possible to resize images in the knowledge base articles?

How to have perfect grammar in a templated message?

Our template is: Hi {person}, {Person} has finished {action} {deliverable} for {job name}. Cheers, {Author name) This works most of the time. But sometimes the grammar doesn't work. Like this: Hi Dave, I has finished reviewing script for MAK001. Cheers, Paul Ideally it would read "I have finished reviewing a script" Any ideas how you make the templated message flexible enough to always make sense?!

Our income Account is linked with our customer built user tracking program and when a customer reaches out to us using contact info we have on file it will group all that information into a single thread. However if that customer calls or emails us using contact info NOT on file it starts a new thread. I have two specific questions. 1) Is there a proactive way that we could automatically catch that the same person has reached out on different email. maybe a way to track the IP address of the computer they are using. 2) in cases where someone reached out using a different phone number can we attach or combine two different threads? As a customer service team it is getting confusing when we have to track the same issue over multiple different threads.

Can somebody look into our account or give us a direct email to talk to somebody in sales as we definitely don't want to cancel our account as it's becoming critical.

Tours on the single-page web application do not work on tours unless it's the 'dashboard.' I can get the live tour to work one time per day, but not more than that even though I have it set to unlimited times per day.

I would like to add an image carousel to my articles. Is this currently possible? Do we have articles on all of the media functionalities we can add into articles?

I want to have a series of micro-videos to demonstrate short processes, multiple per article.

I need the bot to capture this message, from Whatsapp, from the customer's response and assign it as a variable so that I can use it in an API

Our custom bot splits the path in a couple spots when getting and verifying the customer's information. Is there a way to reconnect the two paths back into a single path without the use of reply buttons or something that gives me an arrow? See image, where we've asked the potential customer whether or not they have an e-mail address. Once we get that info (or learn that they do not have an email address), I'd like them to go back into the same path. The red lines are what I'd like to accomplish. Thanks!

Is it possible to @ mention a team?

Is it possible to @ mention a team or group of users to get notified instead of only one person?

We would like to know the number of emails that customer sent on a day and we've responded to. How to easily track this?

Best alternative for 'Bump by Userfeed' or how to automate follow-ups?

Hi, we're currently using Bump by Userfeed but don't like it. It feels very manual as you need to click two buttons every time you want to automate a followup. We also never customize the template Bump by Userfeed offers. We only use it to follow up with a question like "when does this happen?" or "could you elaborate?" or "what version are you on?" etc. I think ideally we'd have a bot that detects/notices that we asked the user a question and reminds them to follow up after a few days. Any idea for what we should try to reduce manual work for automated followups?

What is the best way to set up series?

Hey all, What is the best way to set up series? Would it not be to create segments, and then use these segments in the 'entry rules' rather than always setting up the filters in 'entry rules'? I would like to understand what are the pros and cons of the above? i.e either setting up series by creating a segment before, and then using that segment as part of the entry rules, or to fill in the filters in entry rules each time a series is to be set up? What are the implications of each in terms of reporting, data hygiene? Any insights are much appreciated. Thank you!

Is there any way to disable the email that gets sent to a customer when they added to an existing conversation chain on Intercom?

Bit niche but I'm looking at disabling the email that gets sent to users when they are added to an existing conversation chain. I just want an email to trigger when a message is sent instead

Is there a way to teach the chat box to share articles without activating the Help Centre ?

We do not want our article to be searchable on line by anyone. We only want to share them in the messenger.

Anyone facing an issue while adding filters to Posts, Emails? Like the preview does not show numbers. Only after multiple refresh it shows.

Anyone facing an issue while adding filters to Posts, Emails? Like the preview does not show numbers. Only after multiple refresh it shows.

How can I avoid overwhelming users with messages when Series + Last Contacted doesn't solve the problem?

Currently my company uses Intercom to message users around new features, re-engagement campaigns, onboarding and more. We've migrated what we can to Series, and we are utilizing the "last contacted" attribute wherever we can. Still a significant number of messages don't make sense as a series because they are one-off sends. We're still running into issues where users are receiving multiple messages when they log into our product, because there is no intrinsic priority order to the variety of messages that a user would fit the qualifications for, especially if they haven't visited in several days/weeks. So for example, if a user hasn't visited in 3 days, there may be messages from multiple series and one-off messages they would qualify to see upon landing in the product, and they all load near the same time. Has anyone navigated this challenge before and found a way for all of these outbound methods to play nicely? Recommendation from Intercom support was to use Series for everything. O

Best practices for implementing localized support/ support in different time zones?

We are exploring the option of offering localized support to our customers. Ideally, we would allow customers to choose between three time zones for support such as U.S. Pacific, EMEA, or AEDT and only offer them support during the time they have chosen. We were planning on creating some type of attribute for this in Salesforce so we could easily identify which customers are part of each support offering. Where we seem to be struggling is the routing. We are currently thinking that we will need 4 separate inboxes/ teams (one for PT, one for EMEA, one for AEDT, and one for 24/5 support). As some of these times will overlap, our team is looking at having to watch multiple inboxes. We are also struggling to figure out how we would be able to continue to use auto-assignment as there is no way to turn off auto assignment for a particular inbox. We want to ensure customers only receive support during the time offering they have chosen. Any best practices anyone can share around this?

How can I create a link that contains the utm parameters as attributes?

I'd like to create a link that contains attributes from the user: But when doing so, I cannot find the utm parameters in the attributes list: I basically want to create a link like the following https://sample.com?utm_medium=medium&utm_source=source&utm_campaign=campaign where the utm parameters are the ones which the user had before opening the conversation with the bot. If this is currently not possible through the intercom interface, would this be possible using custom scripts? I see this developer post on github that could be a solution, but dunno even how should I implement such script. Thanks Gas