Outbound

Hi 👋🏼 We’re looking at updating some of our T&Cs and would like to use in-app messaging instead of an email to collect consent from our users. Has anyone done a similar project before and how did you execute it? 👀We’d want to target the messages only to admin users, track their consent status (with a time stamp) and be able to export a list of users (who have / haven’t given consent, have / haven’t received the message etc.).Thanks in advance for anyone who might be able to help here 🌸

We have a custom user attribute "sub_expires" of the type "Date". We would like to target all users whose sub_expires falls within the next 24 hours to send a reminder. However, none of the date filters seem to do what we want. Translating our need to a relative date would be "(sub_expires in) less than 1 day", but the relative filter is "days ago". So we target "less than -1 days ago", but this segment is returning everyone with the property. If we target "exactly 0 days ago", it returns everyone who expired today.If we target "exactly -1 days ago", it still returns everyone who expired today (we would expect this to return zero as the negative is "exactly tomorrow").If we target "less than -1 days ago" we get people expiring in 2025. Are negative filters not allowed? Is there an issue with our data type? Am I interpreting these filters incorrectly? Any help would be greatly appreciated!

I have multiple conversations from the same customer. I would like to merge them into a single conversation for easier tracking.  

How can I get the content data for a user via API or SDK? 

Hi, in the article Transactional messaging with Intercom it is suggested that Order Confirmation mails should also be sent with it.I would like to add a list of the products ordered in such an order confirmation, but unfortunately I cannot find a way to do this.Currently I send an Intercom event when an order is received and add a string to the metadata that contains an HTML table of the products. However, the HTML is not rendered in the mail, but only displayed as a string.Is there a solution to my problem? What is best practice here? 

Is there any plan to support RTL in outbound Email templates (and outbound emails in general)?I tried using the RTL tag in HTML but it does not apply/save.

How can I adapt the email templates so that emails present correctly in dark mode?

We have created 2 email campaigns/series and we need to link an Unbounce landing page to them. I’m new to this and need suggestions on how to proceed. I reviewed other existing campaigns and I see that the audiences are filtered by creating a tag. I don’t know what to do next. Thanks for your help

We are using the startSurvey method in the intercom/messenger-js-sdk@0.0.6 package to trigger surveys in the app. After calling this method, it takes a delay of 5-7 seconds to call fetch_active_survey. Is there a way to reduce this delay and make it faster so that the survey is visible within 1-2 seconds in our app?

I have completed a Product Tour and duplicated and edited it to complement another workflow. The issue is, on both Product Tours, the “celebration” happens too early- confetti falls on the second-to-last step instead of the last one. Does anyone have any idea what might be causing this?

I’m adding a Banner, and I would like to open a Chat if a user interacts with the banner. Eg. “Here is new feature X, click here to give feedback.” → Opens chat. Is there any way to do this? 

Hi All,  I’m fairly new to intercom so this may be a straightforward question! We use intercom not only for our client and user queries but we also direct some internal customer success queries to the intercom inbox. I’m wondering if there is a way we can turn off the automated response for any people who reach out to us from our internal email domain? Thanks, Caitlin

Hi, I am looking for help / insights on the following use case. In our business, when a user confirms a purchase through our website, we automatically create a ticket in Intercom for the after sales process.Every user booking with us, will always have a ticket in intercom.Now, when the user confirms a purchase, we send multiple transactional emails to the user about their purchase status, payments status etc.These transactional email’s content is put together in our monolith and then sent via sendgrid.How can I get a copy of these emails on the intercom ticket?Our sales team uses Pipedrive, which offers a unique email per case that we can CC. This email is then correctly attached to the case.Sending our transactional emails through intercom is not an option as we have no plan to move our complex transactional emails over from Sendgrid. Looking forward to any insights.

How to add if statement to HTML email?

Hello, I am using presentMessageComposer to open intercom with a pre-filled message. I am using it like this:  static async presentMessageComposer(initialMessage?: string) {try {await Intercom.presentMessageComposer(initialMessage);} catch (error) {Logger.error(error);}} Although it opens the intercom the initial message is being ignored for android and iOS.I am on the latest version of react native intercom. Is it a known issue? Thank you 

Hello everyone, I am very new and only being using intercom for a week. Could you provide a training ? Your articles are great but I need a step by step training.ThanksAurelie

Hello,I have created a survey to send our customers when they send us notice to cancel. We want to gain insight into the the cancellation, and also offer them a deal to stay. The survey is hosted on a landing page within our website. Then the survey has been embedded into an email that we duplicate and send to individual customers when they cancel. The users of our application are synced nightly with Intercom, so their name, email, and unique id is already in intercom. We send the email, and sometimes when they answer we get back their name and email as being the person who answered. Sometimes that is blank, and we just get back nonsense and have no idea who answered the survey. This is important because if they indicated that they wanted to take us up on our offer, or want to talk to us about their pain points, we need to know who to reach out to.I found these two bits of info in the documentation which may explain why we sometimes do not get the name and email of the person who answe

I noticed that gmail strips out whatever styles are included in the style tag with the data-premailer=”ignore” attribute. Is there anyway to send emails without it being needed. All my styles are already inline I don’t need them to be moved for me. 

Hello!  I’m wondering if anyone knows why there might be a delay in custom attributes being updated to a “true” status/how long it takes to process. I’m using this to form a rule and currently the delay in attribute updating within intercom is 6+ hours which isn’t ideal. Thank you! 

 For outbound emails, can I set up a custom domain that is owned by someone who is not a part of my organization and does not have an Intercom account?We have a customer who is using a whitelabeled version of our product. We want emails to come from their domain, not ours. I've added the customer's domain as a custom email, but when the customer tries to verify, they are asked to create an account in Intercom. How can we set this up without having the customer be part of our workspace?

When I export the CSV exel file with the NPS responses, the “completed_at” field is often empty.Why does this happen?This does not happen with the similar field “received_at”.Could you help me clear up this doubt?  

Hello! We use zendesk guides for our help center and wondering if anybody was able to successfully install intercom on zendesk guides. So they could gather customer analytics and also launch product tours within zendesk guides.  would love any help or advice ! Thank you! 

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?

When I analyzed my NPS form for the month of June, I noticed that the value shown on your dashboard is 544 "Number of responses", but when I export the exel the "combined" file only shows 478 responses.That's 66 fewer responses.How can this happen?

Our product is an interactive design tool and I want to find a way to create a Product Tour where users can interact with our app then click Next to advance rather than the default behavior where they can’t do anything except click Next.Using the Click on Element method to advance doesn’t work because our elements require multiple clicks to complete the interaction (e.g. dragging and dropping)I’m considering building a daisy chain of product tours where one tour ends, there is a button in a banner to go to the next one, and then the next tour begins. This seems overly complex though so I’d love to know if anyone has a simpler solution.