Intercom Product Area

Hey yall, conversations that are assigned automatically send 3 separate emails to the assigned teammate:One email about conversation contents Second email that the conversation was assigned to them Third email that the conversation was assigned to the Support Team they are onThis feel like a lot of emails for just one conversation. I talked to Intercom support and they said this is operating as expected, but that they’d put in a feature request for this.In the meantime, I recommended that our Support Team should have at least the following notifications enabled: Any mentions of you in a conversation Activity in anything assigned to youI was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?

For our internal documentation, we would like to link to specific Macros. I couldn't find a URL that was unique for any of the Macros. Is there a workaround for this?

For context: We are a brokerage service. We have been using intercom for over 4 years for the support team only. We have a support email which is our default email, and intercom works great for the support team.  The past month we have moved all our brokers into intercom and we are struggling to optimise their workflows. They have come from only using Gmail. So each broker (10) have direct email address that their clients email. We have a team of about 5 success team member, who assist the brokers in managing their inboxes 24/7.  Some of the issues we’ve encountered are:Escalating in to support, and whilst the client waits for support they continue to email in the same thread which requires the brokers attention.  When starting an outbound email it defaults to the support email instead of their own.  Too many macros and Tags We have group emails Transactions/verification and clients email these (when they really shouldn’t) with order requests, and with our Salesforce integration we mad

Im getting the error message in the title when i try to change the name of a user.I imported alot of my data from zendesk, and its created a user with the wrong name, but the email is one of our sending and incoming email domains. We own this email, but we cannot change the name in intercom, and its causing alot of confusion how can i edit the name of this email please

Is it possible to create an article from a document uploaded to our Knowledge Base? If so, could you please explain how to perform this action?"

When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold.  The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response.  I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response.  Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user.  However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series.  Has anyone come across anything simila

Hi guys,I know that conditional attributes for conversations are available, but what about tickets? can i set conditional attributes for them?  Thank you

Hi I’m getting unsafe-eval CSP error from script-src policy.Can this be fixed somehow without adding unsafe-eval to the policy?Do you have any other script version without eval inside your JS code? Attaching screenshots.  Regards

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps? 

From time to time, agents cannot log-in and see different errors:Developer login page instead of regular one Or error “You’re running old version of the Intercom web app...” (hard clear of cache and cookies works from 3-4 attempt)Does anyone else encounters such behavior, or are we the only lucky one? :) What helped you with that?For the context, it happens with several people at once, different devices, different IP, location. The browser is updated, no internet connection issues. We’re using EU Data Hosting, btw

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!

Please someone help me out about this community

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.)  

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.

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?

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.  

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

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!

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?  

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,

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: 

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?

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.

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.