Knowledge

Is it possible to get a notification when a team member puts a note in your conversation with a customer? For example, if a new note appears in my conversation with a customer which is not written by me, a notification pops up in my inbox.

I'm trying to better understand the Error Codes provided in the SMS Failure CSV that can be downloaded at Reports > customer engagement. We've received some error codes of -1 that we want to better understand. Can someone provide color here?

I want to export my articles from Intercom.

I want to tag every conversation and make sure that I am not able to close the conversation without a tag. Does the tag rule guarantee that I can do this?

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

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.

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've got a help centre localised in a number of languages. However, not all articles will be available in all languages from the get go, which means some articles will only be available in English whilst they're being translated. If you select an article in the help centre, select another language that the article is not available in, we get a very bland page with the message 'You are being redirected', without any actual redirections ever happening. Are we missing any settings for this?

Can I download /export the performance of our articles? Views, etc.

I have set up our help center to work with Google Analytics as shown in the Intercom article.However, I'm having some trouble getting the data I want out of it. I think part of the problem is that we set up the helpdesk to use a subdomain (looks like analytics isn't great with those). Does anybody use Google analytics and tell me if and how you managed to get data about:user-flow to and from our articles (what URL they came from and where they went next)if possible the same data from above filtered by article language (via URL)and the Intercom article also mentioned: How many articles they read in a session Any other data you are looking at?

I want to change the visual prioritisation of our collections and within them the sections. Also I'd love to be able to create expandable lists that allow customers to see all the sections within a collection 'closed' and then on selecting one section, it would expand to show all included articles. This way they can browse all sections on one screen, without having to scroll through the articles in uninteresting sections.

Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet? We are building a dashboard with metrics from various types of tools we use, and wanted to include intercom. Is there a way to pull data from intercom, specifically Response time, time to close, conversation ratings and top articles this month into a google spreadsheet on a monthly basis?

Hi, I created a cloudfront distribution that pointed to intercom.help for our company and that works fine, it's all set up with no issues. The problem arises when i went to review AWS Security Hub to review best practices and I noticed a critical issue. The title of the best practice is "CloudFront distributions should have a default root object configured". I reviewed the guide to set up a cloudfront distribution from Intercom and it has no mention of setting a root object. I wonder if anyone else has run into this and solved it? I've tried a few potential root objects like /en since that's what it redirects to if i got to intercom.help/company but everything i've tried to add it just redirects to a 404 page.  Thanks

I want to export all of my articles from the Help Center, how can I do that?

Hi! I'm using Articles for the first time to re-vamp our company's Help Center. Can someone point me in the right direction of any helpful "Articles" guides or courses? Also, any best practices while building a Help Center within Articles? Thank you!

I just wanted to know how chats are merged for a particular account in Intercom. So if i have the same user coming to inbox second time , i should be able to see his/her previous conversations also

Is there any way we can work around the limitations that the article has? We have some pretty long articles, with several sections, and we can't manage them with such restricted tools. Maybe there's a way we can make it work?

Hi! We're trying to measure how satisfied users are with our articles and we'd like to use the reactions to do it. However, we've got a very low reaction rate. We've already added a written CTA to the articles. Any other ideas? Thank you!

What just happened to Intercom?

Whether using the custom domain or altering the default intercom help centre domain, I'm getting a 403 response. Please help!

I use Rest api to create/update an article. I get an error when update it to "published" if the state ever get "published" before. To reproduce this case Please follow this steps: Create a draft article using REST API, it run well.Then I update the article by set state to "published" - workedReupdate by set state to "draft" - workedReupdate by set state to "published" again - don't workcurl --location --request PUT 'https://api.intercom.io/articles/6349370#39; \ --header 'Accept: application/json' \ --header 'Content-Type: application/json' \ --header 'Authorization: Bearer dG9rOmMzMTU4YzZDZiMWMyYToxOjA=' \ --data-raw '{ "state": "published" }'The error I get is "parameter_invalid: This ruleset link is already activated."

I turned the suggest help articles on - the articles aren't being automatically sent to the customers trying to connect with us

I'm trying to set up a login page for my users but basing on available information I can't understand how does it work and what exactly should I do. I added link to my login page I set an article to be available only for usersWhen I open my test help center I see no articles but link to the login pageI click the linkI'm on my login page and I submit valid credentials?  What should be the next step? Shall I redirect my user to the help center? If so, then how should I let the Intercom know that my user managed to sign in?And where can I find the relevant documentation? Because what I found on the help center settings page seems to lack some information. I'll appreciate any help 🙏 Regards,Marek

Hi - Love the YouTube embedding, but I am wondering if it is possible to remove the "Watch on YouTube" in the corner? Thank you