Outbound

For example, our customers sign up for a plan with a given number of allowed users. I'd like to compare the 'people' count on the company with this value (which is stored in a custom attribute on the company) in a rules block in a series/or even in a dynamic content section in an email in order to say 'you're not using all of the users you're paying for'. We have too many different 'allowed user' counts to set this up manually, i.e adding if/else if steps in dynamic content and comparing 'people' count to a given integer. I haven't found a way to do this dynamically in Intercom, and my current understanding is that it isn't possible. If I've missed something, or there's a workaround I'd love to know. If not, then consider this a feature request!

Having trouble uploading images and even embedded videos to my Product Tours. I tried sizing them down. Can't find any info on specifics to uploading images/videos since it's fairly straight forward.

I was able to configure our app to load carousels programmatically from the code, but I would like to understand better if it is possible to have the Intercom SDK (RN) decide if it should show or not a carousel, for example, show the onboarding carousel to a new worker only one time and not every time they open the app.

I have a series where users are not matching after they login or when they refresh the page after login. Users are getting added only after the hourly sync runs to add new users to the series.  What could be going wrong here? [Updated]: Sharing more context here - Users are only entering the series when the hourly check happens. This is a problem for me because the First Run Experience of the app is part of the Series. My series entry rule has two conditions - email should contain a particular domain and a custom attribute should be true. The custom attribute is updated async from the app through intercom(update) call. However, when the call is coming through the user is getting updated with the right value of the attribute (checked in user list) but the user is not entering the series till the next hourly sync happens.

How can I get a hold of Intercom when it is urgent? Our outbound email has been blocked incorrectly, and I haven't had an answer from them in 4 days. And messenger takes forever to get a response from...  Is it possible to get our own CSM whom we can talk to?

Why hasn’t this user / any users entered my Series?

I have a chat message that is live in the product. It is set to show the full message. So for me that means that each customer who logs in to the product with the right criteria will see the message - but we have a sent rate of 13 but opened rate is 7. How come is that? Why is 5 users not counted as they have seen the message?

Our product tour stopped 3 days ago and now I can't get it to start showing again. Nothing has changed with the page and I made sure the URL and all the pointers were working. It worked in the preview. Any ideas? It is set to show once per day (see attached) but even in incognito or on another computer I can't get it to show up. We have a bot and I even tried turning that off and the product tour still isnt working.

Hey guys - we've had a few abandoned cart series setup for quite sometime now. They basically target any user who drops off our checkout flow without purchasing. The problem I'm facing is the that I have no control on the time from when a user abandons the cart to the time they get their first email. It seems to vary between users from 45 minutes up to 2 hours.  Abandoned cart emails are extremely time sensitive so we want to send them from 30 minutes to 60 minutes. Is there anyway this can be done on intercom?

  I know that I can create an attribute and update daily via API, but for that I have to use my technology team, is there a way to use a formula? Like trial_end_date - today()? Any tips on how to achieve that would be awesome :D

So the goal is to show the button, show the product tour, and after the Product Tour is over, we want to reset the button to the default state. What's the best way to archive this? Currently, we have an event that triggers the Product Tour. Is it possible to check, using the API, if the user received that event, so we can back the button to the default state, or should I control this internally?

I need to have an intro message in the product tour, then enter text in a search box and go to the results page. How can I do that with a product tour?

It would be great if we could create a ticket automatically without requiring the user to click a Reply button from a bot. Use case:We have a 'connect integration' button in our app that sends an Intercom event. We'd want to trigger an automated message to the user that we're working on it AND automatically create a ticket in that message.

I have set up an Outbound email - in a plain template, the buttons aren't showing and I don't know how to fix it.

Anyone got a workaround for throttling messages?

Hi, we work with small business customers so make extensive use of the company layer in Intercom. It's quite usual that a single person is on multiple companies with the same email adress, but therefore has unique users in intercom (unique IDs, companies etc, but same email adress).  Is there some practical way of sending a newsletter to only unique email addresses? Currently we have customers complaining that they get our newsletter up to 10 times (as they're on 10 different companies).  The only way I can come up with is each time having to download the entire user list, remove duplicate email users, re-uploading with a tag, and sending only to tagged customers. A lot of work for our content team each time they want to send a simple newsletter! Johan

For some reason the Product Tour build is not recognizing the data-intercom-target key in the right place, as you can see the pink line on the top left corner of the screen shot. Any ideas? I added the key in other places and works fine, I have the problem only when adding the key to the items inside the menu, on the left side, where the background color is black. 

Hi,  I currently have a welcome email that is sent if sign up is < than 1 day and an onboarding attribute is of a specific value. Due to the nature of our product, I would prefer to send the email as soon as the user is created in Intercom.  Could you confirm if the "signed up if it's on the date" Trigger will help achieve this ?  I can't find anything in the help docs to explain the "if it's on the date" parameter. Thanks!  

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i am trying to test a series created, with two active user emails. when i add the emails like this, feedback says no user matches. is testing only allowed for 1 user per time? is it only one account or all? because, it the user results come up when i only add one of the emailils.

I want to import from an excel file, and pull specific fields from the file into the body of an email. Much like a Word document email merge, but using Intercom.

I'm trying to walk users through a fairly simple process and am getting stuck with a drop-down selection that is required. Is there a way to either use an equivalent to the complete text field option or at least provide users the space to completing prior to moving on.

I created a tour to link from a feature announcement post. The post will send. However, when I use the "use tour everywhere" link for the tour, it takes me to the correct page, but I don't see the tour. However, the tour in Intercom will count the view. Settings Are: Show your tour automatically: Turned OffUse your tour everywhere: on and there's a copy-able link. (I've triple checked the URL - copied from the website as well as copied it from the Post that works) Frequency and scheduling:Send once, first time the person matches the rulesStart sending immediately Never stop sending Any day, any timeI checked to ensure the settings were the same as another "linked tour" (that works) that we've used in the past. 

It seems like the Tour code from Intercom loads before my page So, when the pointer looks for the element to point to, it's not there yet.  This can't be a unique situation. Every SaaS has dynamic content.  Please help? :-)