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Malachi HopoateNew Participant

Fin Response Hierarchy by Seasonality

Friends! What capability does Fin have in terms of creating a response hierarchy based on seasonality? For example: we service Accountants - during tax season we want Fin to default to a specific answer based on snippets we’ve created for that inquiries during tax season, and in the “off-season” we want the response to be more general. Has anybody solved for this or done some work around to provide Fin this training?

xemimoNew Participant

Intercom Community

Optimizing Mobile Workforce Management with Intercom: Best Practices and Insights

Hi everyone,As our team increasingly relies on mobile agents, I'm seeking advice on effectively managing a mobile workforce using Intercom. What strategies have you implemented to ensure seamless communication, task management, and performance tracking for mobile agents?Are there specific features or integrations within Intercom that have proven beneficial for mobile workforce management? Additionally, how do you handle challenges such as varying time zones and connectivity issues?Any insights or best practices would be greatly appreciated.

prakashhinduja25New Participant

Apps & Integrations

Prakash Hinduja (India) How do use apps or integrations within Intercom?

I’m Prakash Hinduja, a financial strategist, born in Amritsar, India, and now reside in Geneva, Switzerland (Swiss), where I continue to pursue innovative financial solutions.I’m starting to explore apps and integrations within Intercom, and I’d love to hear how you’re using them in your setup. Which integrations have been the most helpful for you, and do you have any tips or recommendations to get the most out of them?RegardsPrakash Hinduja Geneva, Switzerland (Swiss)

CathyNew Participant

The application is crashing with a ClassNotFoundException specifically for io.maido.intercom.PushInterceptReceiver

My Flutter application has reported a crash in the Google Play Console. The crash is a java.lang.RuntimeException with an underlying ClassNotFoundException, specifically because the Android runtime is unable to find the io.maido.intercom.PushInterceptReceiver class.Crash Stack Trace (Core):Fatal Exception: java.lang.RuntimeException: Unable to instantiate receiver io.maido.intercom.PushInterceptReceiver: java.lang.ClassNotFoundException: Didn't find class "io.maido.intercom.PushInterceptReceiver" on path: DexPathList[...]My Project Configuration: Intercom Plugin Version: intercom-android: 17.0.2 ProGuard/R8 Rules: I have already added a keep rule for the Intercom SDK in my proguard-rules.pro file: -keep class io.intercom.android.** { *; }-keep class com.intercom.** { *; } Troubleshooting Steps Taken: I've checked my AndroidManifest.xml and there is no manual declaration for PushInterceptReceiver, which I believe is automatically merged by the intercom_flutter plugin. Since the cr

ChristelNew Participant

A customer replied to the ticket and mentioned that they highlighted a part of their message in red, but we’re unable to see or view the highlighted color red. We can see the text but not in red. Pls add this feature as this is important to make sure that we are able to capture the correct content.This is urgent for us as the message can get mis interpreted without the correct formating.This is what should we see: Intercom shows pure black

Dhawal ThumarNew Participant

Customers & Experts Connect

How to improve CSAT response rate

My YTD CSAT Survey Response Rate dropped from 35% in Q1 to 30% in July and currently trending at 25% for August. Despite the freefalling response rate, my CSAT ranges between 93-95% but I’m still worried about the decreasing response rate. My divedeeps didn’t reveal anything actionable, I’m reaching out to this community to gain some best practices to help improve my response rate.

James KaneNew Participant

Message "Not Sent" error in messager prevents future messages

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it?

narkoNew Participant

Remove resizability and orientation restrictions to support Android API 36

Android API 36 is ignoring the orientation configuration. The Android SDK is fixing the orientation as portrait. We have got the following warning on Google Play: From Android 16, Android will ignore resizability and orientation restrictions for large screen devices, such as foldables and tablets. This may lead to layout and usability issues for your users.We detected the following resizability and orientation restrictions in your app:<activity android:name="io.intercom.android.sdk.activities.IntercomCarouselActivity" android:screenOrientation="PORTRAIT" />To improve the user experience for your app, remove these restrictions and check that your app layouts work on various screen sizes and orientations by testing on Android 16 and below.Would it be possible to avoid orientation restrictions in the SDK?

RossBurrowNew Participant

Quicker way to add a link to an article from the inbox/message composer

Sorry if this has already been suggested, it is similar to this request, but slightly different. When composing a message, sometimes its best to add a link to the article in our help centre instead of inserting the article. Currenty, from the inbox or when composing a message, we need to open the help center, search for the article, copy the url and paste, but it should be easier. Here are some suggestions that may help...This request - if we could copy the URL and/or insert the article title as text in the message and it is already linked to the article.Similar to how the Knowledgebase Article editor works, if we had the functionality to highlight a text, click the link icon and either paste a URL (if external site) or search our existing articles Via a shortcut, but I think this would be more complicated

Brice BENENew Participant

Workflows & Automations

Workflow + Reply step + API

Hello guys,I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it. Configuration:Workflow Ticket Trigger : “If teammate changes the state of a ticket”From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not. It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you th

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