Product Area | Community
Skip to main content

Intercom Product Area

Intercom Q&A

3395 Topics
C
Casper LeendersNew Participant
asked in Knowledge
Export of internal articles

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

4087
Julian Murray
Innovator ✨
O
Obaida HandokluNew Participant
posted in Inbox
URGENT: Missing Background Notifications After Chat Screen Usage on Android

Hi Intercom Community and Team,We are experiencing a critical issue on our Android app where users are not receiving push notifications for new messages when the Intercom app is running in the background after they have actively been using the chat screen.Using latest gradle:implementation 'io.intercom.android:intercom-sdk:15.15.2'

693
mateusz.leszkiewicz
Intercom Team
A
Anouck LAMBERTNew Participant
posted in Messenger
Rules to trigger the News tab in Messenger

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C. 

503
A
M
Matthew NeeleyNew Participant
asked in Workflows & Automations
Workflow that can update a customer ticket when a linked tracker ticket is updated.

It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this. 

985
mateusz.leszkiewicz
Intercom Team
A
aribaNew Participant
asked in Outbound
Messenger

"How has the integration of AI features in Messenger improved user communication and experience?"

211
Angel Horowitz
R
Richard MNew Participant
asked in Inbox
Office Hours not showing we are closed

We have had office hours set up for many years and always worked, which showed us away out of hours. Now its suddenly stopped working and it shows we are available 24/7. Can any advise what might have been changed and how I can fix this

231
R
S
Simon from AccountableNew Participant
asked in Messenger
Can we add more than 22 apps to "customize home with apps"?

We operate in 2 countries and 4 languages. Each “app” needs to be split into 5 different versions.We quickly reached the limit of 22 apps to be added to the Messenger Home in the settings > channels > messenger Any way to go above 22?

131
Paul Byrne
Intercom Team
A
Anthony Miller 2New Participant
asked in Messenger
Anyone using a third party app for image uploads?

Curious to know if anyone is using something other than the native image/file uploader for customers inside of messenger ? Thanks for your insight! 

141
Paul Byrne
Intercom Team
S
Santessa HenriquesNew Participant
asked in Outbound
Why does my product tour take 6 seconds to show up?

Hello!The Product Tour is working as expected, but there's a noticeable delay—about 6 seconds—before it appears. Is there any way to make it load or display sooner? Thank you!

582
Paul Byrne
Intercom Team
V
Vibhuti KhuranaNew Participant
asked in Messenger
Article suggestions in Messenger when User starts a conversation

How can I manage the article suggestions that comes in the messenger when a user asks a question? Lately we have been having issues with the article suggestions and want to improve/change it 

342
Paul Byrne
Intercom Team
F
Filip WosNew Participant
asked in Outbound
Open app after button click in the email

Hey everyone 👋I’m trying to send an email from Intercom that includes a button linking to our mobile app (e.g., www.domain.com/path)The problem is: when I add a button with our domain Intercom rewrites it so the app doesn’t open.I’ve looked into deferred deep linking and also considered Link Branding (Intercom), but I don’t think it solves the issue either — it still introduces a redirect, so the app likely won’t open?Has anyone managed to send an email that actually opens the mobile app directly when clicked? Any tips or workarounds?Thanks in advance 🙏

332
Paul Byrne
Intercom Team
O
Oana-LauraNew Participant
posted in Outbound
PII Redaction Tools Integrated with Intercom

Hello everyone 👋I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom.Would love to hear your experiences and any recommendations you might have!Thanks in advance! 😊

472
Z
J
jasmin.nNew Participant
posted in Outbound
Product Tours

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips.Thanks,Jasmin

261
Ryan Parker
Intercom Team
M
Muhammad NisarConnector
asked in Inbox
Account Expir Issue

Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions.Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. We would like to proceed with transferring the app ownership to the developer workspace. We’ve been waiting for your response over the past two weeks, and this transfer is important for us to move forward with our integration, which is currently pending.We’d really appreciate it if you could prioritize this request and initiate the transfer as soon as possible

231
Ryan Parker
Intercom Team
I
iampaulaaaNew Participant
asked in Inbox
How to help our product team understand the reason why users contacts our Support team

We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

743
A
U
User1172New Participant
asked in Messenger
Forcing agents to apply tags before closing conversations

Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

48910
A
L
Ludwig HedlundNew Participant
asked in Knowledge
Migrate current helpdesk from Notion to Intercom

Hi, I want to move ~ 90 articles on our current helpdesk, which we have on Notion, to Intercom. What is the most pain free way for me to do this? I would of course prefer not to have to copy and paste each and every article…Looking forward to your answers!

1735
TBelevska
M
Michael S11New Participant
asked in Contacts
How do I copy all user data from one Intercom workspace to another?

I am merging two intercom platforms into one. How do I ensure all of the data columns of an intercom csv export, is imported into the new Intercom? I exported the full data of a single user onto a CSV file. I IMPORTED the same CSV file after changing the email address as a test.  Most of the data did not import, like "First Seen" etc. The 6 that the imported asked for worked fine (ID, email etc) It is critical that all of the data is imported. How? Thanks!

2862
TBelevska
A
Allina VerrilloNew Participant
asked in Workflows & Automations
Automating emails when teamates send inital email

Our team typically sends emails to users (generally asking for more information on a specific account). Is there a way to set up a workflow that sends an automated followup if the user doesn’t reply within a specific time frame? When testing the workflows, I tried using these:When a customer becomes unresponsive - this requires the user to respond, which doesn’t always happen When a teammate sends any message - this doesn’t have the option to send an email, only a message or note

654
N
S
Sebastian_VNew Participant
asked in Workflows & Automations
Showing a Banner to First-Time Visitors (Not Signed-Up Users)

Hi everyone,I'm trying to set up a banner in Intercom that only shows for first-time visitors—specifically, those who haven't signed up or logged in yet. The goal is to show this banner to completely new users who are just landing on our site for the first time.I believe this is possible through Intercom's targeting logic, but I haven't been able to get it to display correctly. I’ve already created the banner and set some targeting rules, but it’s not showing up as expected.This is where I got stuck, I wanted to check here first in case anyone has done this successfully or has advice on setup?Has anyone managed to get this working? Would love any tips or steps to follow!Thanks!

351
Adam Warden
Innovator ✨
H
Helga KrugerNew Participant
asked in Inbox
Exporting data and attachments

How can conversation data, along with bulk attachments, be exported from the Help Desk?

3663
A
H
Hernan GonzalezNew Participant
asked in Inbox
Android Push Notification

We were able to setup Intercom using @intercom/intercom-react-native library on iOS and Android, but we’ve some questions for Android push notifications.We added the drawable icon and it’s being used but the icon used in the notification is different. Is there a way to change it? Do you know why Intercom’s notifications are not grouped with the notifications of my application? 

3252
E
D
Dario RojasNew Participant
asked in Knowledge
Issue with Manual Boot & CORS Error on First Login (Vite SPA)

We are experiencing an issue with manually booting the Intercom messenger in our React Single Page Application (SPA) using react-use-intercom.Goal: We need to initialize Intercom (using boot) only after a user successfully logs in, providing their userId and userHash (Identity Verification). The launcher should not appear on the login page.Problem: The Intercom messenger launcher fails to appear on the very first login after starting the application. However, if we then refresh the page, or log out and log back in during the same browser session, the launcher appears and works correctly.Implementation & Troubleshooting:We use <IntercomProvider appId="..." autoBoot={false}> wrapping our AuthProvider. Inside our AuthProvider, a useEffect hook triggered by the user state change calls Intercom('boot', { userId, name, userHash }). We've confirmed the boot function is called with the correct user data. We've confirmed window.Intercom exists before calling boot. We tried adding sign

371
Jacques Reynolds
Intercom Team
J
JoarNew Participant
asked in Outbound
Can I export conversation history from Intercom?

I'm looking for a way to export conversations from Intercom. More specifically, I'd like to export emails, posts and chats and replies from customers as we are replacing Intercom. Does anyone know if that's possible somehow?

8274
TBelevska
T
Tiffany TNew Participant
asked in Inbox
What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close?

What best practices/workarounds are out there for enforcing ticket tagging in Intercom before close? I saw the topic on 'Topics' but we are highly ingrained in Conversation Tags and need to require them before a conversation can be closed. It appears in Inbox rules that conversation tags aren't an option, only person or company tags which is not helpful for this problem.

3213
ericgriff
Ask a question
Terms & Conditions