Product Area | Community
Skip to main content

Intercom Product Area

Intercom Q&A

3395 Topics
C
Cameron DiiorioNew Participant
asked in Knowledge
Are there keyboard shortcuts for the help center formatting features (callout button, divider, etc.)?

Hi Intercom community, I am wondering if there are keyboard shortcuts for the Help Center formatting features like the note callout, embed videos, dividers, bulleted lists, and so on. The keyboard shortcuts for standard formatting features (Ctrl + B on Windows for bolding text) seem to work. However, I am not seeing any evidence that these shortcut keys exist for the Intercom-specific features.If it has not been implemented, hotkeys would be a really nifty tool that would improve quality of life and productivity!

642
C
S
sfasfsfasdf33New Participant
asked in Outbound
Hey I am new here

Please someone help me out about this community

371
Nathan Sudds
Top Expert ✨
C
Caleb OgunwaleNew Participant
asked in Inbox
Unable to login unidentified users

loginIdentifiedUser / loginUnidentifiedUser works properly on app launch. The issue is when you carry out these actions in sequence -  loginIdentifiedUser, logOut and loginUnidentifiedUser, I get this UI error with console error errorCode: 0, errorMessage: The operation couldn’t be completed. (Network request succeeded but the response was ignored error 0.)  

1182
W
O
Owen MelbourneNew Participant
asked in Messenger
Keyboard wont open

We’re using react-native and the SDK version 8.5.0 on iOS 15+When our app boots, the user is logged out, so we run `Intercom.loginUnidentifiedUser()`The user then clicks Chat and we present intercom via `Intercom.present();`We then have a workflow/setting enabled for intercom to ask for the users email address (they’re not logged in)But when the input appears, you cannot click on it, if you do, it just toggles the timestamp on the input.  No matter how often we try click it, it doesn't work, we’ve tried on simulator, on device - multiple devices of diferent models and non of them work. Please advise.

662
O
Kevin Bendixen
Top Expert ✨
Kevin BendixenTop Expert
asked in Outbound
Creating dynamic "personalized" email signatures

I'm currently trying to set up an outbound template that includes the following dynamic data from every colleague of mine:(full) NameJob titlePicture Last year I talked to the Intercom support about this, but it was too much work back then. Now I want to try it again. The last tip about it I got from support was to use something like this:{{message.author.first_name}} from {{app.name}} and also use the variable for fetching the pictures: <img src="https://www.example.com/avatars/{{ message.author.first_name }}.png" height="40" width="40" class="avatar" alt="intercomavatar"> My first tries today weren't really successful, any other tips for me?

4269
PaulTaylor
M
Michael G14New Participant
asked in Contacts
How do i re-order the listing of attributes for a customer in the "Details" panel?

We can choose which attributes are shown (or hidden) but how can we re-order the list? For example, we might want the first 3 items to be:  phoneconnection countjob title but display a lot more than this below. At the moment we need to scroll to find these higher value fields in a longer list. We'd rather see them at the top.  

3185
Dark900
A
AkindeleNew Participant
asked in Inbox
Business

I'm trying to get to know about you intercom. Please be nice to me. Thanks 

702
J
D
Dani JakobsonNew Participant
asked in Messenger
Does Intercom integrate with Docusaurus—or allow embedding content outside of the Help Center?

We use Docusaurus for all our documentation and would like to centralize onboarding by embedding Intercom checklists and product tours directly into our docs.Our engineering team also built a custom search bot that scans our Docusaurus portal, but its button overlaps with the Intercom Messenger since both use similar placement and styling. To resolve this, we’re exploring two options: Embed Intercom content (like checklists and product tours) directly in Docusaurus pages, without relying on the Messenger or Help Center. Integrate our custom search bot into the Intercom Messenger via API, so we can unify both experiences in a single UI element. Are either of these approaches supported? Or is there another recommended way to host or display Intercom-created content outside of the default Help Center and Messenger?Thanks!

311
Paul Byrne
Intercom Team
Aleksei O
Innovator ✨
Aleksei OInnovator ✨
asked in Workflows & Automations
Multiple keywords in the branhces

Hey team! Is there a way to somehow use multiple trigger words within branch for OR conditions? My goal is to build a custom action (data connector nowadays?) that would trigger once one of the keywords is used by the prospect, however that would be over 100 items. Is there any way to achieve this result without having to type in the word for every trigger word despite what article from help centre suggests?  

504
Paul Byrne
Intercom Team
P
PhilippHooNew Participant
asked in Workflows & Automations
Workflow Block: Route by Content powered by Fin

I would love to have a block in Workflows where I can define a set of topics like:Cancelation Product Idea Feedback Return  Other (always exists) …. Each one opens a new branch in the workflow. Which path the user is channeled through is decided by an AI content analysis with Fin. If Fin is not sure, it always uses “Other” as fallback branch. This would really help qualifying the inbound message, and start follow up flows, route to Fin, route to Team etc,

482
Paul Byrne
Intercom Team
Nick Moore
Nick MooreNew Participant
asked in Messenger
Let setup chat representation

We use chat with Fin AI and we are glad of how AI answers. Also, we have an technical Documentation page (API docs). Users often asks support about code examples. Fin AI answers perfectly. But chat window is too small for this purpose. Would be perfect to let us open chat window in a full-screen mode to let user to ask AI and to view answers in a handy view.Code example:window.intercomSettings = {  app_id: 'abc123',  alignment: 'full-screen'};The view example: 

491
Paul Byrne
Intercom Team
C
Colleen WeatherallNew Participant
asked in Outbound
What are the benchmarks for outbound message success?

I’m trying to determine how to define success with outbound messages. Are there guidelines for the minimum open/click rate required for success or the percentage of the goal that should be reached? I’d also like help with goal setting - is there a recommended period in which the goal should be reached? For example, if the goal isn’t reached within 3 days, then is it best to try something else?

442
Paul Byrne
Intercom Team
B
borgesNew Participant
asked in Messenger
How to implement intercom in FlutterFlow

Hi, has anyone implemented Intercom in a FlutterFlow app (Web, Android, and iOS)? I'm facing CORS issues. And I'd like to know how to embed the chat instead of using the Intercom activator.

641
Paul Byrne
Intercom Team
S
Steven TNew Participant
asked in Knowledge
Can I implement cookie consent on the Help Center? For example, is there a way to integrate Google Tag Manager?

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on the Help Centre.

7767
S
L
Lateisha Stewart-GreeneNew Participant
asked in Outbound
Error when uploading images on product tour

I’m running into an issue when trying to upload an image to the product tour—it keeps erroring out. Even after compressing and resizing the image, it still won’t upload.

535
Nathan Sudds
Top Expert ✨
Daniel Rönnberg
Daniel RönnbergActive User
posted in Knowledge
Centralized media library for reusable assets in Help Center

In our Help Center articles, we use a consistent set of icons to visually guide users, for example, indicating where to click or when a link directs to an external source (see attached screenshots for reference). These icons appear across multiple articles, and from time to time, they may need to be updated.Currently, updating these icons requires manually replacing them in every individual article where they are used. This process is time-consuming and introduces a risk of inconsistencies.It would be incredibly helpful if Intercom offered a centralized image or document library, a place to manage all uploaded assets in one location. Ideally, this library would support dynamic linking, so that updates to an image or icon in the library would automatically reflect across all articles where it is used. This would significantly streamline content maintenance and ensure a consistent user experience. 

524
Nathan Sudds
Top Expert ✨
R
Rob BathgateNew Participant
asked in Outbound
Product Tour callback (detect when started)

Hey,Do the Product Tours javascript intergration offer a Javascript callback?I want to identify (on site) when a product tour has started for a user.Flow:User visits a given page on the website Product Tour starts I need to check if a certain element is on the page as this is used by the tour. There is a few user cases when it wont, and I therefore need to run some custom (on site) Javascript to show that element. Workflows or webhooks won’t help in this situation, as I need to check and show the on-site element as soon as the tour starts. (well, actually before step 3)Ideas:Javascript callback when the tour is started OR Javascript callback when a ‘next’ button is clicked on the tour OR another way to programatically (on-site) determine either of the above.If this is entirely not possible, is there a way to detect if a user is due the tour?At the moment the tour uses normal settings within the Intercom > Product Tour (i.e. show once, the first time the user meets given criteria). I

2442
C
A
Amin AzimiNew Participant
asked in Messenger
Something's gone wrong (Next JS)

Hello there. I recently added the Intercom SDK to my Next JS web app. The problem is that when a user is not authenticated and opens the chat and then tries to log in.After logging in, they will receive the attached screenshot error when they try to open a new chat or read the old chat.I added logs to the useEffect and correctly sent user data to the Intercom as options.After reloading the page, it works properly. And I have to mention that if I don’t open the chat before logging in and try to log in, it works well. The problem occurs exactly when I open the chat, for example, on the Login page, and then attempt to log in.Here is my Intercom provider, which wrapped `_app.js`: import Intercom, { shutdown } from '@intercom/messenger-js-sdk';import { InitType } from '@intercom/messenger-js-sdk/dist/types';import { isEmpty } from 'lodash';import { ReactNode, useEffect, useMemo } from 'react';import { useSelector } from 'react-redux';import { selectBusiness, selectUser } from 'features/auth

1252
A
P
Paige MulliganNew Participant
asked in Knowledge
How is article relevancy calculated?

When the related articles option is enabled in the Help Center, how does Intercom calculate what’s the most relevant? We have a lot of repeating types of documents for different products, we want to make sure it’s only recommending documents for that same product currently being viewed. 

482
S
C
Craig TitheringtonNew Participant
asked in Inbox
Use of side conversations with 3rd party support tools

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversatio

1141
Paul Byrne
Intercom Team
S
Shaunna LaceyNew Participant
asked in Messenger
Keyboard Nav in Messenger (Sources)

Hello,  I was recently testing the keyboard navigation on my help site and while most things work really well, when viewing a response in the Messenger I can’t seem to navigate into the Sources section. I’m not sure if I’m doing something wrong or if this isn’t currently possible. I would like all my users, including those only using keyboards, to be able to navigate to the bot’s sources. 

141
Paul Byrne
Intercom Team
S
Subham ChoudhuryNew Participant
asked in Inbox
Issue with JIRA for Cloud

I am trying to integrate JIRA for Cloud with my Intercom Inbox. However, once a JIRA ticket is created, it is not getting linked to the Inbox panel. I manually added the link as well and it says in the note that the linking was successful - still do not see anything here.Am I missing anything? 

281
Paul Byrne
Intercom Team
A
Ahmed MekawyNew Participant
asked in Inbox
How to disable (speak to an agent button)?

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

543
Paul Byrne
Intercom Team
A
Aman KeteboNew Participant
asked in Messenger
Is there a way to highlight high-value customers inside the Intercom inbox?

Curious if Intercom has a feature (or workaround) that can visually highlight high-LTV customers in the inbox view — maybe the top 10% based on spend or subscription tier? I currently use Stripe for payment processing but the Stripe integration doesn’t seem to have this feature.Basically, I’m trying to make sure support agents can instantly spot who’s worth prioritizing or giving more attention to, especially when ticket volume spikes.Does anyone currently do this, or is there a native feature I might’ve missed?

634
Nathan Sudds
Top Expert ✨
A
AJ GildinNew Participant
asked in Outbound
Request to Register Caller ID Name (CNAM) for Intercom Support Number

Hi, our company Medflow IO uses Intercom for customer support and we purchased our phone number directly through your platform. We would like to register our company name (‘MedFlow IO’) as the caller ID so that patients see it when we call them. Could you please help initiate CNAM registration with Twilio?”

402
A
Ask a question
Terms & Conditions