Knowledge

Reply with Article isn't showing up on iOS app. This page (https://www.intercom.com/help/en/articles/447-respond-to-users-and-visitors-on-the-go) shows it as an icon in the bottom of the chat window but it's not showing up in my app even though I've enabled the feature and it's showing up in the web chat.

Your invoice notification emails are not useful if we are trying to get our finance system to process them automatically. Please allow invoices, not notifications, to be sent out automatically.

Hi! I have Help Center by Help Docs active on our website. We are ready to change Help Docs to Intercom. However, we have a large scale communication campaign active where we are directing our customers to certain help center article. We are going to move Intercom Help Center to the domain where Help Docs is located. Am I able to customize Intercom Help Center article URL´s to match the ones Help Docs are have right now? Or is my only option to automatically re-direct customers from certain URL´s to the new ones? Hopefully you get what is my use case and give you opinion to the matter 😅

I'm the main person responsible for our help center at my workplace. When I look at the conversations that our support handles I often find that our users don't seem to know that there is something like a help center. We do link to articles in lots of marketing content, in product tours and added the search in the messenger. We even have a "Help" button in our product that links to it.I also encouraged our support to send the fitting articles whenever possible. Is there anything else that worked for you? Were you able to increase the views for articles somehow? Curious to hear some insights.

Customers appear as unidentified when contacting the support team while navigating the help center\reading an article in the Help center, how can I disable the chat option in the Help Center? When customers enters our Help Center website they have the ability to contact the support team via the intercom chat button. The problem is that they will appear as unidentified in the inbox, leaving the support team unable to answer them (if not in real time). Is there any option to disable the Chat option in the Help Center?

Also on top of this, how would I send different users to different teams based on the same criteria?  

Bare with me as this is really abstract.  Goal: Drive customers into our apps with bonus of any follow on engagement being in app and live (we know who you are, where you are and what you are doing) Use Case; Agents share links to customers via a click which adds link to an email which sends customers to an external SF community knowledge base. Preferred Use Case; Agent shares a link to an article that send an in app message with the article content in the message so they stay in the app. Thinking this through it feels like a bunch of API wizardry would be needed on both the Salesforce and Intercom end to get this experience. An alternate option would be able to surface Intercom articles in Service Cloud via the Articles API but against a bunch of API wizardry. Has anyone thought of doing anything a bit abstract like this or is it just me 😮. Full disclaimer, I have zero DEV or API skills.

Unable to access my account on my mobiIe via app. When I try to install the app, I get the notification: "Unable to signin: Your administrator needs to require you to set a passcode on this device to access this account. Please set a passcode How can I fix this?

I added a login page for testing purpose, now I want to remove it but received this error "Please enter the URL for your login link" How do I remove the login page? 

Hey guys one of our clients has requested a DPA from Intercom and I've asked like 5x but no answer other than being directed to a Help article which does not include a DPA - does anyone have one? This is urgent for our business and we are getting no help!

How to re-arrange articles

I want to create a pitch for my manager for us to start using Articles and I want to show him a preview of what everything will look like when running. I have created articles and collections already, is there a way to preview everything? I know they will love it, but it would certainly help to show a brief walkthrough!

I have intercom in my app and I have just over 3k users how do I send them all a message at the same time without having to send to everyone individually?

Is there any function for tagging articles? We're updating designs, and want to edit/retire certain articles after the designs are complete and rolled out. Collections doesn't quite cover this, as the collection would be "things to edit later." For example, we'd like to have the usual collections like "getting started" and "troubleshooting" – there are articles that would be in both of those collections that we know we will need to edit, and instead of going through all our articles, we'd like to find them quickly, edit, and be done.  I'm a n00b to intercom, but the searching I've done, I can't really see a great way to do it, unless we "self tag" by adding a code in the articles themselves that we can search (if the search is a meta search, that is. I presume an admin can do a meta search). Thanks!

I have not used Intercom but they charged me for the last 4 months. How can I get refund? I tried Intercom (tutorials no production) and thought was unsubscribed. Then someone at Intercom said I need to provide my company address and that's when I learned I got charged four times.  I have been contacting Intercom for 2 weeks now but nobody replies to my refund messages.  I got charged $200 and it's a lot in Vietnam where I live.  Please help me!

Hey guys, I'm a user engagement specialist at a SaaS freight company called WebCargo, helping freight forwarders find the best price to make a shipment. Interested to hear if anyone is in a similar sector? I have used Intercom for the last 8 months and have benefited from using a load of features such as Product Tours, automated bots and the knowledge base.  Looking forward to chatting! 

I want to show certain articles in the Messenger, but I want to show different articles to different types of users. How can I set that up?

Hi all,  I just started using intercom and I would like to get the basic functions down before purchasing multiple upgrades. Right now when a user visits on my Ghost site it says:  "You’ll get replies here and in your email: <%= current_user.email %>" How can I change this in the settings (besides requiring an email for new conversations) to have it detect the email of site visitor if they are logged into the site? Thanks!

Hi folks, I'm really keen to hear more about any use cases for the Articles API. How are you all leveraging it? anything especially creative?

We are currently limited to Facebook, Twitter, and LinkedIn in the Help Center...would like to be able add Instagram and others, too, please.

Hi all! I inserted the code exactly as listed but instead of showing up with "Hi there" at the top it says "Hi <%=". Please advise on how to change this message to logged out visitors. Thank you in advance.

I am looking for information on how to initiate a timer if a customer is looking for something on our platform and can't find it. I.E. We release a new feature and the customer can't locate that. We created a help article, but they haven't clicked on Intercomm to find that yet. Ideally intercomm would understand they are looking for something and prompt a "Do you need help?" message. Is that available?

Why is there a difference between both reports and how do I ensure all of the clicks show up on the HC article tally/report?

When just starting off with our Help Center customization, it started off reading "SIMTICS Help Center", but that text in the banner was entirey replaced when I uploaded our logo...so now I've got a blank logo with no words beside it. And then, the looks-to-be-standard "Advice and answers from the SIMTICS Team" doesn't look to be modifiable. Can I not change that? Also, I'd like to be able to add another social media button (Instagram). Can I do that, please?