Intercom Product Area

Is there any roadmap for being able to add multiple email addresses to a contact?We integrate with Hubspot and we can merge profiles together in the console along with being able to have multiple email addresses for the same contact. The issue we are facing is that we have someone reach out to us who isn't authenticated and they enter their email address, it's different to the one they authenticate with and it creates a lead profile. Or the send us an email or they reply to an email in a thread from a different email address. It creates them as a lead.We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.Intercom counts them as 4 people towards your contacts and also holds it for 90 days since the last contact which means we end up using more contacts than we really are. It would be handy if you can identify them in t

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far: Re-uploaded the glossary Turned off all workflow auto-translate and turned it back on But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary? 

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

Hi,I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed.In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours.  We are paying a lot of money for a service not working as announced and with no assistance. On our

We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSSLog in directly to the help centre to "authenticate" users, without having to load Intercom in your app first.More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options.Security for an entire collection, not just article by article.Syntax highlighting in code blocks.Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is goin

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side? 

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

Hi, We are experiencing duplicates creation on intercom for the same userIds and emails, the example is below:I think that the problem is on SDK side or/and API calls to Intercom.For example, to update existing user we do a post request to search by email intercom id and update that contact, but it looks like sometimes (event if a user exists on Intercom ) by some reason we are not always getting intercom id back and then the script creates "a new contact"  (or it is something within SDK). The issue is that it is not a new contact and it should not work like that. Eventually these duplicated users go to "onboarding" series, but they are old and should not get any onboarding emails..What could be the issue and solve it? Maybe it is about API/SDK update?... Best,Anastasia

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

HelloWhen I audit my help center site with custom domain, I am getting too much 403 errors.I guessed it was robots.txt issues.But I couldn’t edit robots.txt in my help site in intercom.How can I edit robots.txt? or how can I fix these 403 issues?Please help me.Thanks.

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail.  However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads.BRChristian

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

Have anyone successfully created a custom subpath for the Help Center?I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...   

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it?