Outbound

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

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?

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

I’m almost done with a Product Tour, but want to go back into each step and adjust the size, or location of the message on the screen, but can’t seem to get back to the Settings options once the Done button is selected. I can see settings applied to the entire tour, but not to the individual steps? Is it too late to adjust these settings, and do I have to begin a new tour to fix it? I’ve even tried to add a new step, copy and paste the text into the new step but Settings can no longer be applied to each step once Save and Done are taken.

please create a feature so we can have multiple outgoing emails drafted at once. please!

Hi everyone, we’re experiencing glitches and slowing down of the intercom on our website. The chat bot won’t answer questions and freezes. The product tour sometimes glitches and shows two highlighted pieces of the tour at the same time. The tooltip glitching as well and shows two at the same time. The checklist’s "Tasks" doesn't allow me to "mark as completed".  The support has been slow on responding to our messages and these issues are affecting our customers that we’re considering turning off the intercom. Any ideas?

I am reaching out with a query regarding the Slack and Intercom integration for Studio. We have encountered a case wherein, when a user completes a survey multiple times, the response is sent to Slack only once, despite the survey data being available in Intercom.This behaviour appears to be due to the webhook setting, where we have selected the option Enter once, first time the person matches the rules.It seems this may currently be a limitation that survey results can be sent to Slack only once per user per day. I would appreciate hearing your thoughts on this matter.

I’m trying to build a product tour for an aplication that requires the user to upload a PDF fileIn order for the user to upload this file, they need to prees a button called “Create contract”This button opens a modal with a file input and, after the user has uploaded the file, new text fields pop upI’m havind an issue where I can’t click anything on Intercom toolbar while this File upload modal is upI tried custom selecting the input css but Intercom wasn’t able to recognize itI’ve read some documentation but I don’t know if this is Focus Trapping or something similarIs there a way to solve this? 

Hi, I have intercom set up on our website through GTM. The messenger is in the bottom and you can interact with it. I have banners working. But… when I go to set up a Beacon (tool tip) or a Post it won’t show up on the page. Any ideas? thanks

Hey there! I’m a global quality manager and I’m curious how others keep their macros formal and informal in nature. For example, if a customer emails in a question vs messages. I’d love to hear from you on your formatting tips/tricks!  

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 simila

Please someone help me out about this community

I'm currently trying to set up an outbound template that includes the following dynamic data from every colleague of mine:(full) NameJob titlePicture Last year I talked to the Intercom support about this, but it was too much work back then. Now I want to try it again. The last tip about it I got from support was to use something like this:{{message.author.first_name}} from {{app.name}} and also use the variable for fetching the pictures: <img src="https://www.example.com/avatars/{{ message.author.first_name }}.png" height="40" width="40" class="avatar" alt="intercomavatar"> My first tries today weren't really successful, any other tips for me?

I’m trying to determine how to define success with outbound messages. Are there guidelines for the minimum open/click rate required for success or the percentage of the goal that should be reached? I’d also like help with goal setting - is there a recommended period in which the goal should be reached? For example, if the goal isn’t reached within 3 days, then is it best to try something else?

I’m running into an issue when trying to upload an image to the product tour—it keeps erroring out. Even after compressing and resizing the image, it still won’t upload.

Hey,Do the Product Tours javascript intergration offer a Javascript callback?I want to identify (on site) when a product tour has started for a user.Flow:User visits a given page on the website Product Tour starts I need to check if a certain element is on the page as this is used by the tour. There is a few user cases when it wont, and I therefore need to run some custom (on site) Javascript to show that element. Workflows or webhooks won’t help in this situation, as I need to check and show the on-site element as soon as the tour starts. (well, actually before step 3)Ideas:Javascript callback when the tour is started OR Javascript callback when a ‘next’ button is clicked on the tour OR another way to programatically (on-site) determine either of the above.If this is entirely not possible, is there a way to detect if a user is due the tour?At the moment the tour uses normal settings within the Intercom > Product Tour (i.e. show once, the first time the user meets given criteria). I

Hi, our company Medflow IO uses Intercom for customer support and we purchased our phone number directly through your platform. We would like to register our company name (‘MedFlow IO’) as the caller ID so that patients see it when we call them. Could you please help initiate CNAM registration with Twilio?”

"How has the integration of AI features in Messenger improved user communication and experience?"

Hello!The Product Tour is working as expected, but there's a noticeable delay—about 6 seconds—before it appears. Is there any way to make it load or display sooner? Thank you!

Hey everyone 👋I’m trying to send an email from Intercom that includes a button linking to our mobile app (e.g., www.domain.com/path)The problem is: when I add a button with our domain Intercom rewrites it so the app doesn’t open.I’ve looked into deferred deep linking and also considered Link Branding (Intercom), but I don’t think it solves the issue either — it still introduces a redirect, so the app likely won’t open?Has anyone managed to send an email that actually opens the mobile app directly when clicked? Any tips or workarounds?Thanks in advance 🙏

Hello everyone 👋I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom.Would love to hear your experiences and any recommendations you might have!Thanks in advance! 😊

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips.Thanks,Jasmin

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?

In a Series, I can tag all users who go through the Series based on messages they’ve received.What about in a post or product tour that is not in a Series? Focusing just on Posts, I know how to tag users who have received the Post, but how do I ensure that users who receive the Post in the future will also be tagged?

I’m trying to use a custom HTML template to send an outbound message (it’s an A/B test, not sure that matters) and when I click “Schedule and set live” I get the error message “Attribute json blocks for html blocks contains an invalid message template variable.” I sent 10 Preview messages successfully to various email addresses for testing, and only encounter the error when I try to set the email live. I built the email in Figma with the Emailify plugin. I have exported code before using the same programs and didn’t get this error but obviously this is a different email with different styling. I am clearly not a programmer (I know just enough to be dangerous) and I am comfortable making minor changes in HTML. I have read the help desk article https://www.intercom.com/help/en/articles/245-creating-html-emails and I see the list of supported HTML blocks but am not sure how to search in my code for something *not* allowed. Happy to share the full code with someone who can help.