Outbound

Can we add a step in the product tour pointing to the chat bot?

We would like to end the product tour with a step pointing to the chatbot. Is there a way to do that?

Product Tour pointers not rendering correctly even after Intercom HTML attribution

I have successfully been able to integrate Product Tour for most of the platform. However, have a section within my platform where a workflow needs to be completed by the users. The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same. Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear. I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.

How can I translate my messages into different languages?

I have some auto messages live and I want them to automatically translate depending on the end user’s browser language, how do I set this up?

Change default sender for my new conversations

When I create a new conversation to my client via Whatsapp in Intercom (logged in as myself), the default sender always loads as one of my colleagues so I have to change it every time. Is there any way to change the default sender to my own profile?

Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

I'm trying to provide product tours as a choice in the form of hyperlink within a task of checklists, but because the workspace portion of the site is a variable, it isn't translating. Am I missing something, or is this just not possible as of now? From within the product tour settings: https://cloud.precisely.com/workspace/{{custom_data.workspace|fallback:"0"}}/data-observability/observers/observer-detail/?product_tour_id=423036

Is it possible to insert images in WhatsApp templates on Intercom?

I know it could be done on Meta or other CRM platform. And u know the messages are way more attractive if media files added. Or is it just like a paid alternative function on intercom?If yes please let me know how much is it for that. Thank you!!!

Tooltip not appearing when set live

I configured a tooltip to appear on all pages of the platform that are reports - that means, pages ending with “….../reports/”. I’ve already checked all the URL filters, placement, and audiences, and in Intercom’s internal test the icon appears. However, when set live it does not appear for any of our clients on our platform. Can someone help me out with this? Don’t know who to contact from Intercom.

Hi everyone, We recently started using Intercom’s NPS survey feature, but we’ve noticed our response rates have dropped significantly compared to our previous tool. In our old setup, there were a few things that really helped boost responses: A “dismiss” option that let users hide the survey temporarily, and then reshow it later. An automatic follow-up email if someone closed the survey, giving us another chance to capture their sentiment. A Slack integration so our team could proactively reach out in real time. Intercom suggested setting this up through a Series (survey + email), but that would mean duplicating the Series every 90 days and sending all NPS requests at once, rather than based on user duration or behavior. That’s why we set it up as a survey, less manual work, but it does come with these limitations. We hoped that moving NPS into Intercom would give us deeper segmentation (e.g., being able to filter detractors, promoters, and neutrals by NPS survey, against our intercom

Display the NPS survey according to the user's language

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

How to hide older checklist from users without loosing data?

Hi, We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it. However, we don’t want to lose the data from the existing checklist. I checked with Fin and reviewed the checklist FAQs, and it looks like I’d need to delete the old checklist to prevent users who’ve already seen it from accessing it again. Is there really no way to simply “unpublish” or disable it instead? Thanks in advance!

Message rejected due to local policy. Please visit https://support.apple.com/en-us/HT204137

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side?

Trigger email with custom content via API

We use unique, one-time use invite links for our service. Can we pass these links to a triggered email in Intercom via API?

outbound message-tour, doesn't work

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems good But when we test it, it’s not there.

Is there a way to switch quickly from sending a messenger message to sending that customer an email?

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger.

Moving workflows between workspaces

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

Is it possible for a user to have different "identities" on a domain and a subdomain for the same workspace?

Hello, I have set up Intercom on my main domain (e.g. https:// www.example.com ) and I’ve also set it up on my sub domain (e.g. https://sub.example.com ). These are two completely separate applications that use the same Intercom workspace for customer support (because they are related to each other in some way). A user can create an account on either one of these two subdomains, however these accounts are not “shared”, in the sense that if an account on www.example.com has the same email address with an account on sub.example.com , these accounts have nothing in common; they are stored in different databases and are treated as completely separate entities, which makes sense considering that they are used in different applications. Here is my issue: On www.example.com and sub.example.com Intercom stores some cookies that I presume are used in the identification of the user. These cookies however have ‘.example.com’ as their domain. The consequences of this are that if a user logs in to

Email triggers are confusing af (signed up)

I’m running into a frustrating issue with Intercom’s rule-based email sending, and I’m hoping someone here can help. I’ve set up a rule to trigger an email when a user signs up and the date condition is “if it’s on the date”. My intent is to send the email only to users who sign up today (or optionally, 1 day before today). However, even with this condition in place, the audience preview is showing my entire user base — including people who signed up months ago. I’ve tried adjusting the timing logic to things like “2 or 3 days before the date,” but the result is the same: the rule still includes everyone. Screenshots of my rule configuration are attached for reference. Can anyone point out what I might be doing wrong? Is there a specific way to restrict the audience so that only new signups from today (or the last 24 hours) are targeted? Thanks in advance for any help! p.s. i’m sending over sign up times from my internal database over to intercom in realtime so the data contained withi

How do I have a Product Tour that walks users through multiple pages/URLS?

I have not been able to move between different URL pages to easily build a Product Tour.

Não consigo fazer comunicação ha 3 semanas na intercom

Não consigo fazer comunicações há 3 semanas na Intercom! Desde que mudaram a cobrança dos acessos de equipe está com algum “bug” pois mesmo com acesso ilimitado, dando ok para a nova cobrança e limitando outros membros da equipe, estou com acesso total as funcionalidades, mas não consigo fazer nenhum tipo de comunicação!! Nossas ações e resultados estão sendo impactados por não estar conseguindo utilizar a ferramenta contradada justamente para essa finalidade. Abri um chamado (16119309) e falaram que mais clientes estavam com esse problema, porém não deram um prazo ou se quer uma estimativa de um prazo para que a ferramenta volte a funcionar. Mais alguém está com esse problema? Alguém da equipe pode solucionar?

Create Internal Process from Outbound Series

Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action. Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note Can anyone help?

Outbound views series

Hi, since I manage certain series, I would like to create a View in Outbound where I can only see the series relevant to me. That way, I don’t have to search through all series, but can directly access the active ones for my department with a single click.

Add “Conversation ID” as an attribute in macros, so it would be automatically filled with the relevant Converation’s ID when using the macro.

Inquiry about Non-Profit Discount, Multi-Language and multi Help Center

Hello, We are a small non-profit organization based in Canada with five employees. We have been exploring a client support solution for our multiple events. We have a few questions regarding your services and features. We are curious if your platform offers any discounts or special pricing for non-profit organizations based in Canada. Each of our events requires will need a dedicated Help Center to provide tailored support to our participants and attendees. Could you please confirm if it's possible to add multiple Help Centers under one account? Finally, Canada is a bilingual country, with both French and English being official languages. We will need the capability to publish articles and provide support in both languages. Can your platform accommodate this requirement?

autoresponder emails from customers creating ticket loops

Greetings friends, Wanted to put this out to the crowd to see what creative solutions folks have come up with. We are seeing ticket loops / duplicate tickets getting created when a customers support / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. Question: What have others done to help with that? Workflows? Tags? Open to ideas and thanks in advance for the brain power