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2188 Topics
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Shauna O12New Participant
asked in Customer FAQ
How do customers (end users) create a ticket?

I want my customers to be able to create a ticket without opening a conversation.

1630
Shauna
Intercom Team
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User147New Participant
asked in API & Webhooks
Getting a 400 - bad request response when updating the External ID of a contact.

I'm trying to update a contact (type = 'user') through the API, and want to populate the User ID field. I found out that in the API, this is called the External ID (which is somewhat confusing, and the docs aren't clear). I have 2 scenarios:Scenario 1 - all goodI create a contact through the API and directly set the External ID. The External ID shows up in the User ID field as expected. I can change this via a new API request if needed. Scenario 2: 400 - Bad requestI create a contact through the API without setting an External ID. This works. Now, I want to update this contact and set the external ID. I get a 400 - Bad request without further details. If I remove the External ID field from the API request, everything works and I get a 200 response. I'm stuck with scenario 2, because I need to update contacts that I sent through the API earlier, without an external id. More infoIn both scenarios I'm making a post request and supply the Intercom ID of the contact,

3020
Racheal
Intercom Team
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Dave CNew Participant
asked in Reporting
Having trouble reporting on tags

When I go in and try to pull reports by tags it is not returning any tickets even though these tickets have user tags added in when I close the ticket. Any idea what I am doing wrong here?Thank you,Dave

1990
Racheal
Intercom Team
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SamsonNew Participant
asked in Settings, Security & Permissions
How can I add a teammate to a specific workspace?

I want a teammate to only be able to access a specific workspace in intercom. how do I go about doing that?

2340
Racheal
Intercom Team
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Gary ZNew Participant
asked in Apps & Integrations
Is it possible to get a notification that a mobile carousel was opened and completed?

Is it possible to use the API or webhooks to get a notification that a mobile carousel that is triggered from code was opened and completed?

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Racheal
Intercom Team
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Product T15New Participant
asked in API & Webhooks
Hello，can I use the intercom api to get customer satisfaction?

1470
Racheal
Intercom Team
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User2089New Participant
asked in Apps & Integrations
About Shopify and customer's phone

HiDoes the integration pass customer phone numbers to Intercom?All of my Shopify customer on Intercom are without a phone number.

620
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Helen JNew Participant
asked in Apps & Integrations
Do you know what could be happening? And if it has happened?

Hello, suddenly my whatsapp integration stopped working and it only shows me this message but it doesn't specify what the problem is.

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Milan
Top Expert ✨
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User2096New Participant
asked in Mobile SDKs
Push notifications of Posts are not received in IOS devices when the app is in a killed or terminated state

Hello Team,We have used the post feature to send feature updates to iOS customers. (Enabled push notification) Only a few of them have received notifications and most of them don't. (especially in terminated state/killed state) But after opening the app, They could see the post. Post referred - https://app.intercom.com/a/apps/fjguqlbd/outbound/post iOS intercom SDK used 12.1.1. Tested in iPhone with OS Version 16.0.3   

2890
Racheal
Intercom Team
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Christoffer DNew Participant
asked in API & Webhooks
Potential bug, conversations created through the API does not find their way to the messenger

I think I found a bug, maybe someone has an explaination or fix for it? Upon pushing a button with a certain `component_id` my application performs a 1-2 API requests: 1) If `params[:contact][:role]` is a visitor I'll first convert them to a user through:POST https://api.intercom.io/visitors/convert { visitor: { user_id: params[:contact][:external_id] }, user: { email: "john.doe@example.com" }, type: "user" }2) Then I'll start a conversation:POST https://api.intercom.io/conversations { from: { type: "lead", id: lead_id }, body: "I have a question about my order 1001. My email address is john.doe@example.com." }The `lead_id` is: - either from `params[:contact][:id]`, if the `params[:contact][:role]` was `lead`- or from the `id` included in the response body of the first request  However as you see from the following demonstration it seems the created conversations never gets linked to messenger session of th

640
Racheal
Intercom Team
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Scott DNew Participant
asked in Apps & Integrations
Is it possible to bulk create Salesforce cases?

Has anyone found a way to bulk create Salesforce cases from already closed conversations? I have 7 years of conversation data that I want to log to cases so it can reflect in our customer health dashboards.

1410
Racheal
Intercom Team
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JeroenNew Participant
asked in Reporting
How do I connect the Search Term in Google Ads to the users?

I would like to connect the Search Term in Google Ads to the users. I know we can use the UTM tagging. But we use auto-tagging. So can we use a combination of the GCLID and UTM, or is there another solution?    

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Oseas
Employee
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User2083New Participant
asked in Intercom Community
Why am I getting a "User Not Found" error when testing my mapping from Segment?

mapping:I'm trying to add intercom as a destination from Segment, to send data about users signing up. My goal is to use "Sign up" events as a trigger for sending outbound emails in Intercom. In Segment, I've added Intercom Cloud Mode (Actions) as the destination.  This is the error I'm getting when sending a test event (response from Intercom Cloud Mode):{"type":"error.list","request_id":"0004a9f3p9cnvnicnu0g","errors":[{"code":"not_found","message":"User Not Found"}]} this is the test event:{ "channel": "server", "context": { "library": { "name": "analytics-java", "version": "3.3.1" } }, "integrations": {}, "messageId": "4b5e747e-4df9-42f9-a8a6-eb890815b8cc", "originalTimestamp": "2022-12-01T18:27:52.103Z", "projectId": "3nsx

5990
Racheal
Intercom Team
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Tech tNew Participant
asked in Mobile SDKs
iOS app crashed at HelpCenterSearchViewController-cellForRowAt: method

We got a crash at the method `cellForRowAt` of the class `HelpCenterSearchViewController`with Intercom 10.4.0.I did not find any explicit fix relative to this crash in the latest versions released.Can you help me on that ?Thanks!

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Racheal
Intercom Team
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Michael H18Active User
asked in Reporting
What do you consider a 'good' self-service resolution rate?

I realize this is highly contextual and depends on a host of factors, but I'm wondering if there are some rough benchmarks against which I might compare our Help Center's SSRR. Is there an industry standard, e.g., or a number that Intercom uses internally to give customers a target to aim for? At Lessonly by Seismic, we've achieved a SSRR of roughly 87% YTD, which seems very good to me! But again, I have no basis for comparison.

1480
M
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HallvardNew Participant
asked in API & Webhooks
Hello! We want to tag a conversation with a value as the user initiates it. Is there a way to add a value to a custom attribute in a conversation as the user initiates a chat?

This would help us assess the context the user is in when asking the question. App context is not enough. It seems like a bad work around to add these values as the conversation has already been initiated (ref. the endpoint where you already have a conversation id).

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Oseas
Employee
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NimitNew Participant
asked in Reporting
Do we have a way to know who imports users data?

I saw import history but I don't see any columns that provide uploader name. Do we have way to know? https://www.intercom.com/help/en/articles/177-import-your-user-data-into-intercom#:~:text=Events%20API.-See%20your%20Data%20Import%20History,-You%20can%20see

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Shauna
Intercom Team
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User1197New Participant
asked in API & Webhooks
Can we chat even after merging the lead and the user through the API call?

I am trying to merge the lead and user having the same mail-id, I don't want the user to log in to the site as it will not serve any purpose, we are using a mobile app for that part. However, the issue I am running into is as soon as I call the API to merge the lead and the user, the service user (on the website - lead) is not able to chat or send any messages, is there any way to continue talking even after merging them? Is there any way to achieve this without losing the ability to chat after the merge?

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Daniel M15
Employee
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User2037New Participant
asked in Apps & Integrations
Re-trigger rules on conversations when the office hours start

Hiya, I'm trying to set up auto follow-up to unresponsive conversations, and when I felt that it's all done, I hit a brick wall. Created custom actionCreate inbox rulesAutomation workingNow the issue that I have is that the system sends out auto follow-up messages as per the rules at any time in the journey (ours takes 12 hours), and that means that customers can receive a notification/email from us at 2AM in the morning to let them know they've been responsive. I am trying to figure out a way to trigger the rule during office hours only (which I can do via inbox rules), but also re-trigger the rule when the office re-opens, so it applies the auto follow-up again to conversations due to receive a reply. Has anyone tried anything similar and can support? Hope it makes sense. Cheers

470
Shauna
Intercom Team
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FahdNew Participant
asked in API & Webhooks
Is there a way to show/start and hide/end a banner message using the Intercom API ?

We basically want to automate a certain support related banner messages to our CI/CD pipelines. For example when the new release is being build, we want to be able to programmatically set a banner message (from a list of templated banner messages) that the release is about to happen and once the release is finished and deployed, we want to be able to again programmatically via some api remove that earlier banner message. Thank you.

3060
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O
Olena M11Connector
asked in Mobile SDKs
" Enabled push messaging" set to Unknown

Hello! We are trying to set up push notifications for the iOS mobile app that we are building. We have performed all the steps described here:https://developers.intercom.com/installing-intercom/docs/ios-push-notifications/p> Our app requests user's permission to send push notifications, and we are able to see the correct "push notifications enabled" setting in Apple Settings, so we know that requesting permissions works.At the same time when I look at user profiles in Intercom, all users have "Enabled push messaging" property set to "Unknown", and so we are not able to send push notifications from Intercom. Has anyone experienced this issue before? Anything we are missing in the configuration? Thanks in advance!

2090
U
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User2061New Participant
asked in Mobile SDKs
Can I customise the default push notification Intercom sends out on chat response to the customer?

I managed to have push notifications working in our Expo EAS app with `@intercom/intercom-react-native` library and `config-plugin-react-native-intercom`. They are working fine, but:when I answer a customer form Intercom chat dashboard the push notification subject is my Intercom user name and the body is only a couple of words that I wrote the message to customer. Can I customise the push notification to something like: subject - "Company Name:, body - "Hey, Company Name just sent you a message, please check it out" ?

1300
Racheal
Intercom Team
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DennyNew Participant
asked in Mobile SDKs
Mobile carousel trigger every minute setting erroring out on save

This makes no sense, a week ago I set one of our mobile carousels to trigger every minute to help debug and test in our development environment, today when I try to do it an error says "a message can only be sent every hour".  Something is broken there.

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Racheal
Intercom Team
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NandiniActive User
asked in Intercom Community
How to populate last seen values from Intercom to Google Sheet?

I have a set of email IDs that I maintain in a Google sheet. When I trigger I want the value of last seen to be updated to a Google sheet? Is it possible?

1100
J
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SritharNew Participant
asked in Mobile SDKs
Error while 'Rebuild' a project.

I am getting above error while 'Rebuild' a project. AGPBI: {"kind":"error","text":"Can't determine type for tag '<macro name=\"m3_comp_bottom_app_bar_container_color\">?attr/colorSurface</macro>'","sources":[{"file":"/Users/brittognanaraj/.gradle/caches/transforms-3/bc32538fb0414547d4337593d1e2c55f/transfo

580
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