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Messages & Series

Messages & Series

Send perfect messages and targeted campaigns with Intercom's outbound features

632 Topics
1,526 Replies

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632 Topics

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osalaNew Participant

asked in Messages & Series

Use a sequence in Series to trigger emails in an external tool via webhook

Hello there,For a few technical reasons I plan on using a homegrown email dispatcher to send emails to users for onboarding purposes. I was hoping to set up a Series with various triggers to help with this, but instead of using Intercom to dispatch the emails I want to use webhooks and use our homegrown email system. Is that possible? Are there limitations I should be aware of? There will be many email ‘types’ that I will be sending out depending on the conditions met. Is it possible to include an id of sorts that pairs the the step in the series with the appropriate email type?

4 months ago

Hai TaNew Participant

asked in Messages & Series

send an email 3 weeks after the users first upgraded to premium.

I would like to send an email to users who meet a certain criteria. The trigger is event based: 3 weeks after the users first upgraded to premium. I have Stripe integration, but I'm not sure how to set this up?

4 months ago

david meakinActive User

asked in Messages & Series

email deliverability issues

Hi we’ve just installed messenger in another subdomain and we are noticing since this has been installed we are getting notification delivery issues to group emails. Is there something about messenger that stops these or is it just coincidence.

4 months ago

SunNew Participant

asked in Messages & Series

Conversation Ratings Feature

Hello,I would like to express a concern of mine. I am trying to use the conversational rating system for my company support but how our support works is that every time we get a new ticket on unassigned we respond and close and wait for the ticket to be re-opened by the user with a response but the conversation rating shows up way too early before the ticket is actually completely solved, what can we do about this? I want to keep using this feature but there must be some solution.

4 months ago

nonameNew Participant

asked in Messages & Series

What kind of question I can submit?

4 months ago

Tom TupperNew Participant

asked in Messages & Series

JS API error handling

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful.All assistance appreciated.

4 months ago

Marcos SingermannNew Participant

asked in Messages & Series

Show a banner for a specific time after trigger

Hi!I want to show a banner for 24 hours using an API call. (Use case: inform customers about a specific event start and finish, for example, maintenance windows, and that even will happen frequently so we want to automate this process)I created a banner manually and added a rule to trigger it on an event I can create through the API.The problem is that I want to show the banner only for 24 hours and then, disable it.I did not find any API call that allows me to do so and the stop sending date does not cover a delay from creation.Is there any way to do this?Thanks!

4 months ago

iszohNew Participant

asked in Messages & Series

Is there any way to see when a conversation was assigned to a user?

Exactly what the title says - where I work we’re having a spate of conversations that aren’t meeting SLAs, but I’m not sure if they’re being assigned in a timely fashion so I would love to see WHEN something was assigned. I thought turning on ‘View Conversation Events’ would help, but that’s only showing when automations are running, not when the assignee was changed. Thanks!

4 months ago

Valerie PadelNew Participant

asked in Messages & Series

sets banner start and end from the sign up date

how to create banner that will run for 3 days on the 10th day after they signed up intercom. So that I wont have to create banners for each day.

4 months ago

Constança VilarNew Participant

asked in Messages & Series

Wrong rule block matching in series

Why is a user matching the wrong rule block in a series?A user entered a series correctly, but when passing by a certain number of rule blocks, it matched with the wrong one, due to a signup role attribute. I would like to know what might cause this and when will we be able to filter users by series they entered, instead of having to tag them.Thanks

5 months ago

Bee14New Participant

asked in Messages & Series

JoarNew Participant

asked in Messages & Series

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?

5 months ago

Madhura KurdukarNew Participant

asked in Messages & Series

Need to know how to create custom button which is viewed only by Support Engineer

We want to provide option to the Support Engineer before he closes the conversation, whether a Case should be created for the conversation or not. For this we wanted to show up a button which the Support Engineer will select before he closes the conversation. This button or input should be seen only by the Support Engineer and not by the Customer. How can we achieve this?

5 months ago

zain 12New Participant

asked in Messages & Series

"Is it possible to provide a direct link to the knowledge base while keeping the Messenger open?"

"Hello,Is it feasible to create a link to the Intercom help center that, upon a user's arrival, triggers the Messenger to pop up? Our specific scenario involves attempting to activate the Messenger via a URL parameter or a similar method. Is this achievable?Best regards,"

5 months ago

JonesNew Participant

asked in Messages & Series

I've been getting this message - "Email can't be sent right now as your workspace is being reviewed".

I've been getting this message - "Email can't be sent right now as your workspace is being reviewed".Then your AI chatbot asked me to provide 4 pieces of information:1. The website/domain where you've installed Intercom.2. An email address on a company domain that you will be using to send messages from Intercom.3. Information on whether you validate email addresses when users sign up on your website.4. Provide a link or instructions to where the signup flow can be tested.Now that I've provided. I haven't heard back from them yet. It's been almost 1 day. What is their support email? How do I successfully send the email? How long does your review take?

5 months ago

Miroslav ŠustekActive User

asked in Messages & Series

Does Intercom still send one message per each company when user is member of multiple companies?

Hello.About 6 months ago I tested that when I created a message that used “Company name” variable and user was member of multiple companies, the message was sent to the user once per each company (eg. three times at once, each with different company name).This is behavior is documented here: https://www.intercom.com/help/en/articles/248-personalizing-messages-using-variables#company-nameNote: If a user is a member of multiple companies, messages using company name will be sent to them once for each company. Also, if I use a filter rule based on some company attribute (eg. Plan) and I use the “Check if user matches” feature in the message dropdown menu, I can see info message:“In cases where a user is a member of multiple companies, we will evaluate each company individually to see if they match the rules.”in the “Current matching status” section. It does not tell whether the message will be sent for each message but it shows whether the rules match for each company separately.However,

5 months ago

Simon T11New Participant

asked in Messages & Series

Domain authorisation not happening after change of host

I have been trying to get an answer to this via support chat without luck…We are having an issue with the authentication status of our domain for emails. We had been authorised but recently moved our website and domain host to a different service. We added the Intercom DNS records to the new host a couple of weeks ago but the status of the domain in Intercom is still showing as unauthenticated.The new host is Squarespace.What else can we try doing to resolve this? It is impacting our deliverability due to junk/spam filters.Thanks

5 months ago

Vikrant KumarNew Participant

asked in Messages & Series

Send out emails using CSV upload

I want to send out emails to a list of users based on a csv upload. I want the email copy to have custom parameters that pick up data points from the csv. How can I do this in intercom?

5 months ago

Kimberly HammerNew Participant

asked in Messages & Series

Clients chat window does not remain minimized

We have one client whose chat window will not remain minimized. They will minimize the window on one screen, navigate to another, and the chat window expands again. Every time they navigate somewhere else, it re-opens. OS & Chrome are up to date.

5 months ago

ashley.smithNew Participant

asked in Messages & Series

Series Unable to Save

Has anyone else encountered that when writing a Series and you click “save”, Intercom pops up with a red banner with an error message (and any attempts to save after that will result in your series being deleted, despite appearing as “successful”)? Wondering how I can avoid this problem in the future, or if anyone has found a workaround!

6 months ago

Michael DeebleNew Participant

asked in Messages & Series

How to tell if a checklist has been completed?

Hi there,I love the new checklist feature, and am wanting to use them to onboard new users instead of tours, as they obviously work across pages, show progress etc, and are generally more informative and less intrusive. The biggest issue I’m having right now though is that I can’t find any way to determine whether a checklist has actually been completed.Basically, my scenario is this: Create an ‘onboarding’ checklist, have an intercom banner, intercom tooltip or in-app button that initiates the checklist on the home page that is only shown when the ‘onboarding’ check list is incomplete. Yet it appears this isn’t possible as there is no way to determine whether the checklist is complete or not.As an aside, it also appears that it isn’t possible to launch a checklist from a banner. Do they not support smart links?Thanks!

6 months ago

JToothNew Participant

asked in Messages & Series

Message Management on Mobile

HiWe're new to Intercom. We'd like to post a message to a user that pops up on opening of the app like this: What we are getting is the message view first: Is there any way to suppress this and go straight to the pop-up message? Thanks in advance, John

6 months ago

Laszlo TussNew Participant

asked in Messages & Series

[iOS] 16.1.1 still has UI thread violation: [UIApplication supportsMultipleScenes]

It looks like Intercom.logEvent(withName: ) is not thread safe, Yet the in line documentation is not warns the user and the provided url is broken: “Log an event with a given name. You can log events in Intercom based on user actions in your app. Details about Events here “Broken url: https://developers.intercom.com/reference/#events Workaround:Intercom.logEvent(withName: event) should be called on main thread only. Solution:Make sure Intercom.logEvent(withName: event) is thread safe or make it clear if its not.Stack trace:Main Thread Checker: UI API called on a background thread: -[UIApplication supportsMultipleScenes]PID: 16482, TID: 5635365, Thread name: (none), Queue name: com.apple.NSXPCConnection.m-user.com.apple.photos.service, QoS: 0Backtrace:4 Intercom 0x0000000105475054 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 8106205 Intercom 0x00000001053f3c44 IntercomSDK_PINRemoteImageManagerSubclassOverridesSele

6 months ago

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