Intercom Product Area

It seems that when the custom bot is live the resolution bot does not trigger, so I'd like to know how to get it to work if the custom bot doesn't satisfy the user's questions?

My support team sitting on Intercom often needs to tag an individual from the product, or technology team to answer a question. How can i do this effectively?

Outbound bots are not triggering. Outbound Chats work very well but they don't have the bot button options. Outbound Bots only trigger after I refresh the page and not when I first land on it. Shouldn't they work the same if they have the same rules?

In the old inbox we were able to add participants, and they would receive an email with all the conversation history and could respond to client from their email. In the new inbox if you add a person in the conversation they won't receive the conversation history until the client responds to the email first.

Maybe not a question as such but a feature request. I'd love for a pop-up to come up alerting you of someone being on 'away' prior to clicking confirm to assign. As we have 50+ employees working within Intercom, they don't know if each individual is working today so having a pop up state 'This agent is currently set to away, are you sure you want to assign this to them?' would help with that.

Is there anything on the roadmap that images in an email could be loaded instantly without having them just attached?

I am using Intercom for my webapp. The webapp has a slack login, and I want Intercom Company, User details to be updated basis who has logged in through slack. How does Intercom currently handle this? What are the best practises that one should be aware off? Use case:Product tours need to be personalisedRules for Intercom series require metadata on user login, which Intercom currently doesnt have.

I need to link on the bottom of each article pages to related articles. At the moment i need to add the links manually which makes a lot of work if i need to add or change something

When a visitor click on the Messenger launcher, I would like to see the Messenger directly and not the conversation. How can I do that ? Thank you for your help !

I have noticed in one series that some users leave a path "Not matched and removed from path" although they absolutely no reason to do so as the rules and exit rules of such path and series.  The path and series is pretty basic, only a suite of emails with entry rules, emails and wait tags in between. I can't find any reasons for this happening in the help center. Do you have an idea of what may happen ? Or informed about a bug ongoing ? Thank you for your help

Hi,Is there a way to underline text when sending a reply in Inbox?I can only see an option to bold or italicise text, and the keyboard shortcut Ctrl + U does not seem to do anything. Thanks!

I have this mistake and do not know how to solve https://prnt.sc/5RUOMDCiucm3/Help me:)

Hey guys. I'm looking for a better way to interact with our customers through more compatible communication, according to the type of channel I'm talking to them. We have many macros already made in our tool, but they don't work well depending on the channel type. They usually work better for conversations made in the Intercom's chat integrated with our platform, but when it happens through whatsapp or email, it's not so good anymore. It doesn't look good because the macro formatting is not customized and suitable with the channel type communication. In Whatsapp for example, text settings are lost after sending. Has anyone already organized the macros in a more personalized and strategic way that can give me some suggestions?

When can we expected to have the possiblity to forward email and to send emails to more than one receipients?

I basically need to duplicate all of my macros with slight edits depending on the team they are assigned to. They will be answers to the same questions, but the company name will be changed depending on the team (and maybe some very minor other changes). Since the macros will essentially be the same on each team, it would be helpful if I could title them the same thing.  Here's the problem: I do not want one team to be able to access the other team's macros. It will get way too confusing if everyone can access 2 almost duplicate macros for each macro. When I try to make a response only available for one of the teams, "Everyone" is still highlighted here (see screenshot). Therefore, even though I have separate macros per team, each team can access both macros.  I hope that makes sense!

I want the teams to only see their assigned messages, not all messages. I know that we can filter to show it as groups but we keep on being able to access the messages through the ALL inbox section.

My bots are currently only showing on desktop. How can I show them on mobile?

Not delete notes, delete customer messages they have sent... with attachments of documents?

Hello, I'm using your API to create a contact.In contact model there is a field called "social_profiles"https://developers.intercom.com/intercom-api-reference/reference/contacts-model#social-profile-object How can I update it using API?I don't see an example herehttps://developers.intercom.com/intercom-api-reference/reference/create-contactOr here

I would like to be able to view all messages that have come to a particular team mate in a particular date range. Is there any way to do this? I'd like to be able to see a list of all conversations a team mate was involved in on a particular dayI'd also like to be able to open each conversation from the list.

I would like to launch a form for customers in different world locations (lets say, ranging 3 different languages). Would I have to create a form for each target language; would I have a form and then be able to edit it for each language; or are translations automatic? Furthermore, if there are survey translations, are they based on the user's browser language? How are these managed?

Hi there! Does anyone know if there is a way to disable the "Send us a message" option located at the bottom of a help center (picture attached) for mobile? It doesn't show up right away when users open the Help Center initially but after reading/opening an article and going back, it shows up. We want to disable this because this is bypassing the prevent multiple open inbound conversations option and letting users create new conversations despite them already having open conversations with our team.

We're creating a new survey and we're about to set it live but we got a message that it'll be send to our live active users (100,000+). We don't want to alert them so is there a way that we just set it live under our current rules + condition (30 seconds).

How do I search for conversations reported by users with domain name @abc.com ? We don't have companies configured in intercom and we have over 600,000 users. Intercom support is telling me that the only way to do this is to create companies and link all 600,000 users to the companies! That sounds very backwards and kinda defeats the point of having a ticketing system. Any basic ticketing system should have some filter/report to search for simple things like "Show me conversations where user's email contains @abc.com" and I find it astounding that Intercom does not have this basic functionality. Am I missing something here?