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Messenger

Intercom's fully customizable Messenger, providing customers with in-context engagement.

  • 433 Topics
  • 1,187 Replies
433 Topics
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Wendy KNew Participant
asked in Messenger
We received a chat today advising PASSWORD EXPIRING TODAY 1/11/21.

here is a screenshot of the chat. we have not received this before. what is this and why are we receiving this? Been on the platform for 3.5 years and never received this message before.

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Eric Fitz
Employee
4 years ago
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Garima KNew Participant
asked in Messenger
Messenger > Salesforce {salesforce_lead_source}} Field - Where can I edit it?

I've been able to been able to edit Lead Source in Operator/Custom Bots, but can't find anywhere to edit this in Messenger. New Salesforce Leads from Messenger are all showing as Intercom - would like to change that.

370
Eric Fitz
Employee
4 years ago
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Drew RNew Participant
posted in Messenger
Intercom Chat iFrame on devices with a notch (CSS issue)

Hello, I'm having some issues with our Intercom chat widget on devices with a notch. If you take a look at the screenshot below, you'll see on the left side is the chat at full screen on an iPhone 8 plus (no notch) which looks perfect. On the right side, it's the same app pulled up on an iPhone 11 Pro Max, and you'll see that the input bar is cut off completely because of the addition of the status bar at the top not being accounted for. You can see a tiny bit of the input and if you tap at the very bottom of the screen you can get the keyboard to pop up, but it's a very poor user experience. There are a few quick and dirty hacks that I've tried to fix this issue but without much success. There's a pretty simple way to detect the "safe area" of a screen, which would look something like this: ```height: calc(100% - env(safe-area-inset-bottom));``` That has been working great for us, internally, but the problem is that the safe area value does not ge

5400
D
4 years ago
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Rajesh KNew Participant
asked in Messenger
I have developed an app for Intercom. I send my customer/lead a survey in the messenger chat box as a sheet action and on click an iframe loads in the messenger. I want to know how and when can i close the iframe after user has completed the survey

From the docs i saw that we need to use the Intercom JS library. However the survey runs in a url and there is no scope to add the intercom JS cdn and script inside that url. Please help with some ideas how to achieve this

540
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Top Expert ✨
4 years ago
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Marcus B11New Participant
asked in Messenger
How do I disable Intercom on different parts of my single-page app?

We use Intercom for our SPA. Can I disable Intercom on pages when navigating through the SPA. Intercom pops up on our signup page on mobile phones and completely blocks the signup flow :-/

9880
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Top Expert ✨
4 years ago
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RosieNew Participant
asked in Messenger
What is the best way to route different types of customers to different levels of chat service?

We would like to segment our users into two groups, one that receives real time chat support and one that has more automation and a longer response time so that we don't have to monitor all of our customer inquiries at all times. We'd like to take advantage of intercom's resolution bots and article inserter features for the second group.  Does anyone have suggestions for the best way to handle/route these two groups? The options we have explored are the following:Hide the intercom chat bubble entirely for users in the second group and add a link to our help center in the app.Down side of this is that they don't get all of the other intercom features like featured articles etc. and we would have to set up some sort of ticketing/email system for their support requestsApply a rule to route users to differing teams in the inbox, one that we monitor constantly and one that we respond to daily. Is there a way to showing differing "typical reply times" to the differe

4880
R
4 years ago
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Stephanie LNew Participant
asked in Messenger
Reports for Referral URL and Recent Page Views

I'd like to see a report that shows referral URLs and recent page views from conversations. I can see this info from the individual conversation record. It'd be helpful to see for all convos in a dashboard view or with a CSV export option. Is there a way to pull this data into a consolidated report?

1220
S
4 years ago
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rajabdeenActive User
asked in Messenger
Where intercom icons are kept?

May i know where we can find all available icons of intercom. For example like this :Ex: https://downloads.intercomcdn.com/i/o/79269029/bf79d3a61a24e244e9e4bbb7/icon-duration-15%402x.png/p> 

210
A
4 years ago
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rajabdeenActive User
asked in Messenger
Is it possible to have personal apps?

Hi i am building an app which is done for my single client, having specific needs solely applicable to that client. Is it possible to add my app to that client only without publishing it in public ?

2220
R
Top Expert ✨
4 years ago
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rajabdeenActive User
asked in Messenger
How to generate a operator message ?

Hi im developing an app, i want to generate an operator message like this. How to do that ?

150
A
4 years ago
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User281Connector
asked in Messenger
Is it possible to send voice notes through the Messenger?

how can i setup a recorder in masenger  if the customer has difficulty to type his question he can record it and send  like what's up chat

3370
R
Top Expert ✨
4 years ago
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David W11New Participant
asked in Messenger
How do I sent an email out to someone 1 day after the first time they visit a page? I can get it all except for the first time part. Thx

How do I sent an email out to someone 1 day after the first time they visit a page? I can get it all except for the first time part. Thx

30
Kevin Bendixen
Top Expert ✨
4 years ago
M
Matthew B11New Participant
asked in Messenger
How should I measure the value of conversational support?

I'm attempting to add Intercom as another avenue of support to our product (we have no chat support currently). There's a cost to adding this, both in the Intercom subscription as well as the training/switching costs of a new process. We're running a pilot with Intercom to see how users interact with it. At the end of it, we'll need to decide if we ramp it up or shut it down. Does anyone have suggestions on how to measure and communicate the benefit of Intercom and if it's worth the costs? Best I've been able to think of is just general industry best practices.

100
M
4 years ago
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EileenActive User
asked in Messenger
How do I set up my Product Tours so that they only show on web and not mobile?

Is there a way to set a display condition for an app in the messenger to only display if the user is accessing the messenger from web (vs mobile app)? In my specific scenario, I want to link to a few of our Product Tours in our messenger so people can easily find them. But since the Product Tours don't display on mobile, I only want these to be available in the messenger if the user is on web, but not if they are in mobile.  So I'd like to essentially add a display condition related to the current device they're using or something.

1220
E
4 years ago
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ThinhNew Participant
posted in Messenger
Is that an Intercom error?

I have that error on my site with that simple script (code from Intercom integration). I don't know if it is an Intercom error or I missed something on the setup? <script> window.intercomSettings = { app_id: "cgltl5q7" };</script> <script>// We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/cgltl5q7#39;(function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/cgltl5q7#39;;var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(w.attachEvent){w.attachEvent('onload',l);}else{w.addEventListener('load',l,false);}}})();</scri

960
Eric Fitz
Employee
4 years ago
J
Jessica C11New Participant
asked in Messenger
Android SDK has the issue with the messenger not showing the user the main messenger page or any of the custom bots. Is this issue going to be fixed any time soon?

Our app allows users to click "Report" and the main messenger page with the articles and "send a message" should appear. But for the Android app, the user will be taken to a window that allows them to message us directly, which makes the custom bots and the articles lose their purpose. The only time they see the information is when they click "Report" the 2nd time after messaging us. This is a bit annoying for our support team, since we've taken the time to set up the custom bots and FAQs to save time, only for the users to not see them.  I've contacted Intercom's support before and this is specific to the Android SDK. Hoping this can be fixed soon so we can cut down work for our support team. Thanks!

260
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4 years ago
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Robert B11New Participant
asked in Messenger
Can I install Intercom using Google Tag Manager in such a way that I can also trigger external events?

For conversation tracking purpose I'm wondering if someone has a solution to integrate Intercom with Google Tag Manager so that I can setup a trigger in Google Tag Manager e.g. when a new lead is created in Intercom?

2260
B
4 years ago
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Sonika SNew Participant
asked in Messenger
Is it possible to set up Intercom so that my customers can communicate with each other?

Implement features similar to intercom conversation into the intercom messenger. Start a conversation to the user from intercom messenger rather I have integrated intercom on my system. My system has two users admin and basic. When a basic user logs into the system, he can communicate with intercom normally. What i need is when an admin logs into my system, is there a way that admin can use the intercom messenger to start conversation with users from my system? Not by logging into intercom and replying from there.

2410
R
Top Expert ✨
4 years ago
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Joe H12New Participant
asked in Messenger
Pushing users who are not logged in when contacting from marketing site to login / getting context when speaking.

We're facing an issue whereby a lot of inbound messages come from users who contact us from our marketing site, blog or from help articles and are then not logged in. Operator asks them If they are existing customers, and when they say yes stops taking any further info. This means we don't know their name, email address, company or even if they are who they say they are. No email means we waste lots of time sending replies that are never read. Is there any action through operator we can do to take these anonymous conversations and associate them with the actual user record we have in Intercom

1520
T
Super User ✨
4 years ago
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User428Connector
asked in Messenger
I am having a problem with notifications since last month and no one answers me on the Intercom Help Chat

Hey, i need help because my notifications are not coming on the same time as the costumer says something, and it's been like this for like 4 weeks now. No one answers me on Intercom Helo Chat either, i've sent a lot of messages and no one replies.

720
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4 years ago
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User424New Participant
asked in Messenger
How do I recover an archived conversation?

How do I recover an archived conversation?

2850
B
4 years ago
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Naveen JConnector
asked in Messenger
How do I get past the "Preview the chat experience" step in the setup guide?

I just signed up, trying to learn how this system works but not able to go beyond " preview the chat experience", How do I go past the "Preview the chat experience"

1180
N
4 years ago
S
Sonika SNew Participant
asked in Messenger
Can I send intercom messages to the lead users from the intercom messenger?

When a system admin logs into the system and opens the intercom messenger, he/she should be able to start a conversation with the lead users of intercom. Basically, there is list of users in the system. After selecting user we should be able to chat with user in intercom messenger similarly to what we do in the conversation interface of intercom. Is this possible?

270
Kevin Bendixen
Top Expert ✨
4 years ago
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DinosNew Participant
asked in Messenger
Office Hours + Vacation Time

Hey all, I’m a solo shop at the moment and and want to use Intercom.  I know I can set Office Hours & reply time - but is there a way to add vacation days or something like that so if I’m out of the office for a few days, Messenger will say something like “Back Thursday” if it’s Monday and I took Monday, Tuesday & Wednesday off? Just trying to manage expectations.  Thank you :)  Dinos

890
D
4 years ago
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User420New Participant
asked in Messenger
Is there a way to programmatically change the colors of the messenger in an app/site?

On the Javascript API page - https://developers.intercom.com/installing-intercom/docs/javascript-api-attributes-objects thereis a message attribute "background_color" which says is "Used behind your team profile and other attributes". However it doesn't seem to do anything. What does it do & is there some other way to programmatically change the color scheme of the messenger in an app or site?

3960
L
Employee
4 years ago
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