Outbound

Anyone asking for two csat scores?

I want to ask how people feel about the Support in that specific interaction, and how they feel about our product overall. I can’t add two CSATs with intercom because one overrides the next. Is there an App you recommend to get this feel?

2 hours ago

Erin KActive User

Will there ever be a way to set wait times as business days not just days? Best practices on wait times in series?

We are B2B so it's really challenging to set appropriate wait times without being able to do business days only. Does anyone have any rules of thumb or ways to calculate so that timing makes sense?

2896

1 day ago

Sarah MurrayNew Participant

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?

5874

1 day ago

Dae-Ho ChungNew Participant

Is there a way we can rollback to the old behavior or disable copying/pasting emails coming in as a mailto: link instead of replacing the text?

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email address like test@example.com. But now the current behavior instead of replacing the text with email is just adding a mailto: link. So instead of “test@example.com” it becomes “PLACEHOLDER” .I don’t think there’s any universe where adding a mailto link to my intercom message would ever be desired. This is causing me about 2 extra keystrokes to deal with and in aggregate it’s quite annoying behavior and unwanted.

2 days ago

Amber StephensNew Participant

What's the best way to enable subscription types after we've begun using outbound messaging?

My company has used Intercom for years but we have not yet made use of subscription types. We have hundreds, if not thousands, of customers who have opted out of all emails so they aren’t receiving account related emails. The only real option I see is to use the subscription opt-in form but we can’t force customers fill that out. Because of that, the subscription type opt-in for account level updates isn’t reliable. What’s the best way that I can make sure customers are receiving account level updates? We do currently use in-app messaging to account for people who have unsubscribed.

250

9 days ago

Ankit2709New Participant

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.

7836

19 days ago

Danny bensNew Participant

Product Tour can't continue into a modal that opens on click

When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but: Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click). The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks. Is there a supported way to: Have a tour step target an element inside a modal that opens dynamically, or Pause the tour, let the user open the modal, and resume on a target inside it? Our targets already use data-intercom-target. Tested on the latest Messenger.

732

23 days ago

Kathleen BuckNew Participant

Confirmation of emails in Intercom through Outlook in outlook outgoing/sent folders

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

7634

28 days ago

ToddleNew Participant

Can we use Product Tours with dynamic URLs?

We have unique URLs for every page for a user. For example, User A home page URL is: toddleapp.com/platform/32476/unitPlansUser B home page URL is: toddleapp.com/platform/99172/unitPlans Will product tour work here?

2542

HillaryNew Participant

How can we launch a product tour from a checklist on a unique/dynamic URL?

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL.

11057

Set a date to pause / stop a series ahead of time

Constance TanNew Participant

posted in Outbound

I’m using series to promote webinars / events. Such a series won’t be relevant after a specific date. I can set a date to stop a single email or post from being sent out, but not pause a series? Please provide this feature so that I don’t send outdated information out to customers if I forget to manually pause a series.

1192

Sharon TieuNew Participant

Product Tour Triggers

How can I set up the Product Tour where it only happens on 1 page?I’ve set up the Product Tour where it should only appear on a specific URL, however, in the preview, I noticed it starts in other pages even after I finish the entire tour or skip it from the previous page. It seems to start with every new page I navigate to.

2821

Gabriel UribeNew Participant

Bug with iOS app surveys not closing

Hey, we have a React Native app that uses Intercom via RN package. I can’t seem to press the top right X button to close the survey when viewing the survey from a customer demo account. Any ideas? Thanks!

4601

Tristan KenneyConnector

Create follow-up 'action' after Survey is completed

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold. The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response. I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response. Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user. However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series. Has anyone come across anything simil

91512

Roderick HendersonNew Participant

Allow email composer pop-out window

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.” It is especially limiting if you add screenshots, or have a long reply to review before sending to a customer.It would be more helpful if you could do a pop-out window for composing an email reply to a thread, thanks.

5875

2 months ago

Arynne HargreavesNew Participant

Email distribution validation

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included.

3072

2 months ago

Mohamed AshrafNew Participant

Can we edit or update an outbound message after users have already received it?

Hi everyone,If we have an outbound message that was already sent to users and they’ve received it, is there any way to update or change that message for those same users?We tried creating a new version of the outbound message, but it only applies to new users. Users who already received the original message continue to see the old content.Is there any option in Intercom to modify or replace or delete those previously delivered outbound messages?Thanks in advance 🙏

1921

Sitemark SupportNew Participant

Not to anchor in a product tour

Hi Intercom Community, i’m having some difficulties creating a product tour. Quick question: Is it possible to create a tooltip in an Intercom product tour that isn’t anchored to a specific element, but still lets users click anywhere on the page to advance the tour? Thanks in advance for your help!

4035

User892Active User

product tour never launches in preview

first try at a product tour. when i preview the tour, i'm routed to the correct url, i sign into my webb app, but the tour never displays. what newbie goof am i making?

4706

Product Tour does not show consistently

Annabelle RiedeselNew Participant

posted in Outbound

I have spent some days trying to set up a product tour for our coursebuilder and it is working in very inconsistent ways. In our coursebuilder, the user is guided through a step-by-step process of specifying a target audience, uploading documents etc. If I use a single product tour for all the steps across pages, this does not work as elements are displayed too early, before the page in question is accessed. I found a workaround by setting up multiple product tours but they can disable each other, even when I specify a different start URL. Sometimes it works, sometimes not.Another problem is that essentially the product tour Preview function does not work with our coursebuilder, and neither does the link feature if I enable “use tour everywhere”. My only option to test the product tour is to assign it to my account and two other admin accounts. I then log into three different accounts once a day to have one runthrough each. If one part of the tour is not displayed, I have to

2141

AlSalahNew Participant

Outbound chat CSV filtering takes too long

We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.

4022

moeznazir47New Participant

Intercom tooltip not showing when updating custom attribute via Intercom('update')

I’m working with Intercom tooltips and want to show or hide them conditionally from my web UI.I have a toggle button in my frontend that allows users to manually turn tooltips on or off. Based on this toggle, I want to control the visibility of Intercom tooltips.What I’ve done so far: In Intercom, I configured the tooltip rule as: learn_mode == true On the frontend, when the toggle button is clicked, I call: Intercom('update', { learn_mode: true }); // or false The goal is: learn_mode = true → show tooltips learn_mode = false → hide tooltips Issue:The Intercom('update') call does not seem to trigger the tooltip. The tooltip does not appear or disappear as expected when toggling

2901

4 months ago

Shir ElazariNew Participant

Support Horizontal Layouts (Image/Icon Next to Text) in the Post Composer

Hello Intercom Product Team,I am requesting the addition of a simple, native feature within the standard visual message composer (for Posts, Tours, and Surveys) that allows for a horizontal layout.The Problem:Currently, users are restricted to a vertical-only stacking of components (image/icon *above* text). This limitation significantly hinders the ability to create visually appealing, professional, and compact UI elements such as icon-based feature lists, modern notification styles, or simple image-text pairings.Horizontal layouts are standard in modern UI design for clarity and aesthetics.Relying on the complex Canvas Kit for a basic layout change is a high barrier for non-developer marketing and success teams.**Attached is a Figma design of a standard Pop up I would like to create on Intercom Having this ability would be a significant improvement for all users who want more control over their message design without

3451

4 months ago

shon2789New Participant

How can a user input bold text in the messenger?

Hi, I want to know how to write bold text as an user that messaging with the company?Tried to do markup syntax but nothing works, the only thing that seems to be working is <br> tag which breaks a line, is it possible at all to write bold text as an user?

5533

5 months ago

Kelley PembrokeNew Participant