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Intercom Q&A

3397 Topics
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User873New Participant
asked in Inbox
How to send a one-off email to contact who didn't open last email

I sent few emails, and about half people didn't open it. So I'd like to send an email again to contacts who have not open last email. And also, is there any way to send an email who already opened the last email.

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User2196New Participant
asked in Outbound
How do you activate message reactions?

Hi - I see the ability to create Reaction Messages in help files but the only reply options we have is Text or Email Collector. Is there a tickbox somewhere I'm missing? Can't see any message reaction templates either... Thanks!

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Elodie ANew Participant
asked in Inbox
How can I separate Messenger conversations and email conversations?

How to separate the messages from "MESSENGER" (needing real time replies) from the support INOX. In our intercom, all messages (from chat and email) go in the same INBOX and we cannot differentiate them

2840
Kevin Bendixen
Top Expert ✨
User2282
User2282New Participant
asked in Messenger
Scaling/fit the chat window in mobile browser

Our service don´t have an app, we just have a website where our chat is. It works fine for desktop users, but when visiting from an iPhone f.ex., you "loose" the top of the conversation when typing. Is there a way to adjust this with some sort of settings? I can see that this is the case for many other websites with Intercom that I have visisted.  See the attached screen recording from my iPhone.

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Employee
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kiranNew Participant
asked in Contacts
Can I get notified when a flag changes on a contact?

HI folks,I would like to know how can we get notified via email when a certain flag on Contact changes. A contact has Deactivated his account. We want to receive an email who has deactivated to an Email address that we provide. can you please let me know if I can use Series. I tried to use series but in the entry rules it is setting the audience or recipients to that flag with a value in it. Can someone please help regarding the same.

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Employee
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Greg S13New Participant
asked in Workflows & Automations
How do I turn the custom bot preview off?

I created a custom bot in a draft series. I previewed the bot. I no longer want the bot to appear on the page I had set the preview to. But I only seem to be able to change which website the bot will preview on, not turn off previewing all together. How can I completely disable the preview?

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Employee
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Alan PNew Participant
asked in Messenger
Intercom messenger disappear when I used it in Vietnam

Any body can tell me what is intercom support email? I tried but could find. is it support@intercom.com? Messenger was down in my region and I tried to email some of intercom supporter but NO ONE ANSWER ME.

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Employee
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Preston HNew Participant
posted in Messenger
www.loom.com

We've received reports of Intercom's chat widget causing issues with with some of our font styles on our website. This has so far only shown itself in Chrome. It appears the injected style tag has a font-face, h1-h6, and button styles that are not scoped to the widget allowing it to bleed over affecting the host page. Below I have attached the problematic CSS that is injected when the chat widget is opened. Additionally, here is a screen recording of the issue: https://www.loom.com/share/25a90ef7ee50477a98b202fa13b82c73/p> @font-face { font-family: intercom-font; font-display: swap; src: url("https://js.intercomcdn.com/fonts/proximanova-regular.a7942249.woffquot;) format("woff"); }@font-face { font-family: intercom-font; font-display: swap; src: url("https://js.intercomcdn.com/fonts/proximanova-semibold.46e3f047.woffquot;) format("woff"); font-weight: bold; }@font-face { font-family: intercom-font; font-display: swap; src: url("https://js.inte

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Eric Fitz
Employee
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Mohamed (New Participant
asked in Contacts
Remove Intercom access from users having the same filters.

Hello,I am trying to remove intercom access from several users with the same filter. Is it enough if I archive them ? Can I unarchive them later or is this an irreversible action ? Thank you for your help !

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Eric Fitz
Employee
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User2265New Participant
asked in Outbound
I'm trying to "save and close" my Series but I'm getting this "Edge can't be nil" error. Has anyone seen this before? How can I fix it?

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Employee
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User16New Participant
asked in Workflows & Automations
Nudging customers who don't respond in time to a custom bot

We have a particularly feature in our app that we've seen a lot of our members confused by. We added a top option for it in one of our Custom Bots, with three subsequent paths that they can take, but we're seeing a large number of people select the first option and then stop.  We know that they aren't having their questions answered because we also see a lot of duplicates and people opening up a message the next day as well 😂  Right now, we have two options: Set up an auto-closing automation rule to close these conversations after a few minutesWe let the conversations stay open and then an agent responds to the member We'd love a third option: where when the Custom bot hits the 3 minute mark of "a customer hasn't responded in time", they'd get a follow-up message prompting them for more details.  I haven't figured out how to do that yet, and might not be possible, but figured I'd ask!

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Employee
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Billy ZNew Participant
asked in Workflows & Automations
Why don't I have permissions to create a Custom Bot?

When I try to add a custom bot it says "This feature is restrictedAsk one of your teammates to give you permission." What's strange is I am the admin of the account so I'm not sure why I can't create this bot? Thanks for any help

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Kevin Bendixen
Top Expert ✨
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Innovator ✨
Denis TaranetsActive User
asked in Messenger
Sender email address - general for everyone

I would like my outgoing emails inside the active correspondence to be sent not from the personal intercom addresses for each agent or personal email address, but from one general email address. For example, inside the conversation, there are 3 agents participating. A, B and C. I would like all the messages to be sent not from 3 different addresses but from one company address. Like support@mail.com . On my workspace end I should still be able to distinguish the messages that were sent by agents A, B, C. Is it possible?

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Eric Fitz
Employee
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Brian NActive User
asked in Knowledge
How do I insert a PDF in an article and then add it to a collection that only specific users can see?

I'd like to insert some PDFs into an article in my Help Center (and create a new collection with these articles for specific users on our site) - is it possible?

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Kevin Bendixen
Top Expert ✨
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TrishNew Participant
asked in Inbox
Is there a way to automate a message once a conversation is tagged by the team member?

Is there a way to automate a message once a conversation is tagged by the team member?

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Employee
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User2255New Participant
asked in Inbox
What is the difference between "auto-closed rules" and "setting up the bot itself"?

Hey! In our company, there was a need to screen out a certain type of letters. Task: The client starts a conversation with our bot (for any reason), the bot starts a dialogue with him (starts a task), but the client does not write anything in response. The letter remains unclosed and such letters have to be closed manually each time (and there are many such letters). I searched and found two settings (which seemed suitable to me) 1) Setting up the bot itself- add a closing rule (see screenshot 1), if the client does not write after a certain time, then the letter is closed. 2) Setting auto-close rules (see screenshot 2)- what is its principle of operation, tell us, please. And what is the difference between them?

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Eric Fitz
Employee
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Julia NNew Participant
asked in Workflows & Automations
How do I add a "Go Back" button to my Custom Bot flow?

Hi! Ive set up a custom bot, a lot works well but I have noticed that many of our customers open many conversations, I think it is because they click the wrong button. I would like to try to add a "Go back" button that you have on intercom. This one! :D  I dont understand how to do it?

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Eric Fitz
Employee
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Julie C11New Participant
asked in Knowledge
Is there a way to customize the Help Center logo based on the language?

My company's logo is different in each language bceause it includes text. I can only upload one logo for my help centre. Is there a workaround to display a different logo image for each language? I suspect the answer is NO and if so, can this be added as a new feature enhancement! Thx :-)

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Kevin Bendixen
Top Expert ✨
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Dave S12New Participant
asked in Workflows & Automations
When an owner is assigned to a contact, can I trigger an outbound Custom Bot with the owner as sender?

When an owner is assigned to a contact, can I trigger an outbound Custom Bot with the owner as sender?

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Ken RNew Participant
asked in Knowledge
Is there a setting to control the length of help center article and collection descriptions?

When creating collections and articles in Intercom, the description areas have a very limited amount of characters they will take or show. They work like so:The description area at the top of an article only allows 100 characters, and shows them all.The description area at the top of a collection lets you put in as many characters as you want, but will only show about the first 80 characters. As you enter the characters there is no word wrapping.I would love to have a lot more characters be allowed to be entered and shown. Is there anyway to:Change the number of characters one can enter in the article description and have the text wrap? Up to 600 characters would be great.Change the number of characters one can enter in the collection description and have the text wrap? Up to 600 characters would be great. I'm not finding anywhere this can be changed, but I'm wondering if I'm just missing it?

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Nicholas S12New Participant
asked in Outbound
Can we specifically target mobile users in Series?

If we can get information on people's operating system (stored in the OS attribute) to see if they are on mobile can we automate (using series?) and trigger a push notification or another kind of notice direct to their device? Hi Everyone! we are bootstrapping a web service for process improvement. It's called Process Stories dot com and we are trying to figure out how to inform our mobile users that there's a better experience on desktop, so to open up our web app on their laptops. Perhaps we could automate a workflow to allow them to enter their email and get sent a link for them to open on desktop at a later time? I would really appreciate any suggestions or pointers towards documentation that might already cover this! Best wishes, Nicholas SykesProcess Stories

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Employee
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Ali SNew Participant
asked in Outbound
Can I create an event for "Scheduled meeting" using the Calendly integration?

Hi there, I'm trying to see if it's possible for me to create an event called "Scheduled Meeting" when a user schedules a call through Calendly. Is it possible for me to automate the creation of this event with the API? If not, is there a way we can create the event, and then manually update a user profile to say the event occurred? Ideally I can create an event called "Scheduled 1st Meeting with Calendly" that I can use as a Goal such that someone can exit one series and enter another. Thanks for your help, everyone!

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Employee
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SudhirNew Participant
asked in Messenger
Articles in the Messenger homepage not loading?

Hi Everyone,We have enables the support/help article section in Message panel. We are facing with the loading of the article on the page refresh. The steps followed mentioned below:Click on messenger Open the help article Refresh the page Now the previously opened article is showing Blank.  Below is the method which is giving 404 error. Have any of you have also experience the same. Your help will be much appreciated.  Request URL: https://intercom.help/smallcases-on-hdfc-securities/en/articles/4744367-my-available-funds-are-low-to-place-the-order-what-should-i-do?iframe=true&user=DT2cuSEiZ54nFLI9fI9eBmbBtSkd5Mv5PzVUdqUxGfVqXQHiWG%2FtRU7WDPAs%0AfqHHa5gr1icqQF4HNMeU63rUCamaDbD54cZwZO2x3Ehm%0A&color_override=%23025296&suggested_article=falseRequest Method: GETStatus Code: 404   

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Employee
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Becky HNew Participant
asked in Messenger
Can I change the time displayed for "We'll be back online"?

Is there a way we can change the We'll be back online tomorrow, to say We'll be back online at 8:30?

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Employee
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User794New Participant
asked in Inbox
Is there a way to automate closing a previous conversation when it comes up that it's a duplicate?

By adding message content filter: "This conversation is likely related to an existing email conversation:"

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