Outbound

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. 

Hi team,I’m Darshan Hiranandani, looking to enhance our efficiency in responding to initial chat inquiries. What strategies or tools have you found effective in improving response times and customer satisfaction in this area? Your insights would be greatly appreciated! RegardsDarshan Hiranandani

I have a website example.com with a “Support” button in the footer. The button is a link to example.com/help. On the server, that redirects to help.example.com (intercom). We’ve set that up following the custom domain instructions and this all works fine.  However, if the user is signed in on our site, I’d like to pass the information about the signed-in user to intercom. How can I do this WITHOUT loading any client JS on our site. There should be a way to add a cookie server side on the help.example.com route that identifies the user but I don’t see any doc that explain how to do this. Any help would be appreciated 🙏

Hello! How can I build a series with two split audiences based on the device they're on ( mobile and desktop)? 

How can I determine the users who have completed the welcome product tour and send a proactive message only after the product tour, so that the message doesn’t show up at the same time with the product tour?

How can I get intent from user’s message? Like order cancel or warranty claim?

I have a couple of HTML Email Templates, and also tested Intercom’s own just straight out of the box to make sure, but… In the composer these are missing the Divder and Spacer options.  I’m attaching a screenshot of the missing options and the other showing what it looks like if you use one not based on HTML.To get my dividers or spacing, i’m literally having to do it with code blocks and i’m going crazy and that’s not sustainable for my team either who do not know how to code.  Social Links also appears to be missing, but I won’t use intercom’s anyway because of the lack of built in styling options.Please advise. 

I’ve set up an email collector in a Proactive Support message to invite site visitors to sign up for our newsletter.This works, but all it does is send a message to my inbox with each user’s email address.How can I set up automation to populate the email address into my external Ghost blog as a new subscriber, and not have the message appear in my inbox at all?We already use Make (Integromat) which I figure can be used to orchestrate this integration?I’m just not sure how to trigger a Make scenario each time the email colector captures a new address in Intercom

Hi,I would like to set filters via URL. Is that possible? This is especially useful since intercom does not support filtering by company:client_name Example:suggestion of filter Thank you,  

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

Hi All, I want to create a survey that can be sent out through an email campaign, or through the chat function and for that data to be linked back to the account details. When using a sharable link, the survey data is anonymous, and with the context of my survey it makes the data we receive pointless.  Any help would be great. 

Hi all,We have started using events to trigger transactional emails and it’s great that we can use the metadata to add content to the email.We want to add a list of things that are pending from the user. The list could be as small as one thing or as big as the user added to their tasks. How can we achieve this ? Ideally iterating over the list and just adding the text that was added to the event metadata. And yes, we’re aware that there’s a limit of 20 metadata parameters and that strings can be a maximum of 255 characters long.Thanks,Aldo 

We are open 8:00 am to 8:00 pm estWe usually get a morning queue since not every agent starts at the same time.Any tips on how I can improve our daily first chat response time for clients that register during business hours?

I have a survey running in our mobile app, with a fallback to email if users do not respond to the survey. At the moment users that submit the survey via email are unidentified. Is there a way to pass a long user info in the survey url to solve this?

Hey there!When updating the language in the article opened within the messenger, it will update the content of the article to the set language but will not update the language in the footer of that article.Footer unchanged after changing the language within the messengers article.​​​​​Cheers

Basically I want to show a banner to users letting them know the app has been updated. I want to add a link action to perform a hard refresh of the current page. So I’d like to use something like {current_page}?app=refresh. 

I was just wondering why the gradient color on the text turns out like this:When other launchers look like this:There is some wierd gradient color that is  applied to the greeting text which does NOT match the Introduction text. Is there a fix for this?

Hi! I am using the dynamic content settings for an upcoming email. One of the fields I want to bring in as dynamic is the customer’s Sales Representative’s email address. I figured out how to pull in the Sales Rep’s name but can’t pull in their email. Is this a feature limitation or is this a field that our team needs to add to be able to pull it into the email? Thanks so much!

In my service, when one user performs an activity, we want to send a different user a push notification to alert them. We are using segment events to trigger the push notification. in the event metadata, we send the second users email.  How can we ensure the push notification is sent to the email in the metadata?

When I release a new version of my app,  I want it to go out as an announcement. The Post feature allows me to send it out as a popup to all of my users, but I also want to add the post to my news feed. How can I do this? 

I have questions about “Frequency and scheduling” and the option “Send whenever the person matches the rules”.My configurations rules Limit to once every:12 weeks  Keep sending it until: the message is stopped  Send: on any day, any time Questions#1. What happens if the user presses the X (cancel) in the top right corner of the NPS question? The message is closed.#2. When does the same user get the same NPS again?-Will it appear 12 weeks later?OR-Will it appear when they log back in from the app and see the NPS again?#3. Is it possible to set up a rule in the intercom app, for example: if the user cancels the NPS flow, I'll show the same NPS flow to the same user again the following week.-Is this possible?-Where can I create this rule?Intercom flow 

Product Tours are showing multiple times even though I have set them to 'Only once'. The users are starting to complain.

Hello,I wrote that in the comment of other topic, but I think better ask separately, so again:I’m wondering if it’s possible to trigger the startTour method only once.In my case, the user triggers two actions with one button. One action in the system second is the tour.I want to show the tour only once, and the next time the user clicks the button they just use the feature.I did that because when a user triggers an action they enable a feature that needs to be toured. However, url stays the same so couldn't use the URL. Any other tricks? Preview of flow that I want to show only once: Thank you!