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2188 Topics
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Brandon S12New Participant
asked in Customer FAQ
Can you trigger a custom bot via URL rather than by clicking an element? We want to link to it directly from the product to trigger the custom bot.

Can you trigger a custom bot via URL rather than by clicking an element? We want to link to it directly from the product to trigger the custom bot.

1560
Daniel M15
Employee
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Chris SNew Participant
asked in Intercom Community
Is there anyway to connect intercom to twilio? I would like to connect the two so that support center operators can send SMS from inside intercom

Is there anyway to connect intercom to twilio? I would like to connect the two so that support center operators can send SMS from inside intercom

9190
Daniel M15
Employee
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WalterNew Participant
asked in Mobile SDKs
iOS SDK does not support app-bound domains for webkit webview

Our app uses a webview on iOS.We enabled app-bound domains (https://webkit.org/blog/10882/app-bound-domains/). Since then, we can no longer open any article on Intercom, as it uses WKWebView. Even when we include the domain intercom.help in our allow-list, it still does not work. Our belief is that you do not correctly set "limitsNavigationsToAppBoundDomains" on your WKWebviewConfiguration. We tried to investigate your source code, but we noticed you only provide a binary (not the actual source code).  This is how it looks like. Upon inspection with Safari DevTools, you can verify that intercom.help has loaded (you can read the HTML), but it is not presented. We suppose there is a communication between the native code and the webview that got broken. This is critical for our application. When should I be expecting a reply from your technical team?

3170
Daniel M15
Employee
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FiazNew Participant
asked in Settings, Security & Permissions
Is there a way to revoke an invite to intercom without having to scroll down the list of invited users?

Is there a way to revoke an invite to intercom without having to scroll down the list of invited users?

280
Daniel M15
Employee
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GianniConnector
asked in Apps & Integrations
Sending more than the username to Slack

Is it possible to append user information to the Slack message when a new user is created ? We currently send a notification when a new user signs up. The info that is currently being sent is the user's Name e.g. "John Daniels". While this is great, it's not super informative. It would be great to be able to append info or even change the info (to an email address for example) so we can quickly see who they are linked to etc. Anyone do this already ? Thanks!

300
Daniel M15
Employee
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Support D13New Participant
asked in Reporting
Custom Objects - How to view the data in the Intercom interface (not in a bot)

I've submitted a chat request but it's been over 36 hours with no response on this, so posting it here. We have tried various ways to pass our data into Intercom, firstly via the API (that we found in small print custom objects aren't supported via the public API). Our second attempt was creating a new GET endpoint on our end, use the custom actions, map the intercom data and our data successfully, then set it to live. This doesn't seem to do anything. Everything I've read seems to suggest use of custom actions in bots - but I would have expected to be able to see this data we're passing in somewhere in Intercom - via filters, reports etc. We wanted to use it to provide our CX team with better data to contact our customers (e.g. contact all users that had [custom object] start dates in the next month, who spent at least £***).  We're making a third attempt by using our endpoint, to populate the JavaScript API with this custom object data. Are we barking

4130
Daniel M15
Employee
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User2356New Participant
asked in API & Webhooks
Is it possible to create a custom action where I make a Post request (Multipart request) and want to attach the image that the user shared in chat? If yes then please guide me on how can I achieve that action.

Is it possible to create a custom action where I make a Post request (Multipart request) and want to attach the image that the user shared in chat? If yes then please guide me on how can I achieve that action.

310
Daniel M15
Employee
A
Alexander S12New Participant
asked in Customer FAQ
Page views are not being registered properly for some users

On intercom there is a category of users called "slipping away" which includes users that haven't been online for 1-2 months. We noticed that some of the users in there definitely have been online during the past month & verified that this is indeed the case by asking them.Then, after further testing, we noticed that for some of our staff (myself included) our own page views were not being registered properly. Some of the page views were being registered here and there but most weren't. In the following I'll add the code for the integration of intercom with our react app & we would appreciate it if you had a look at it. If this is not the correct place to ask for tech support, please let me know. This is the code for the integration itself: import Analytics from "analytics"; import amplitudePlugin from "@analytics/amplitude"; import intercomPlugin from "@analytics/intercom"; import segmentPlugin from "@analytics/segment&q

1130
Milan
Top Expert ✨
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PhoenixNew Participant
asked in Apps & Integrations
Hi, I'd like to know which apps on App Store using Intercom. Could you help? It would be great if you could share some photos/screenshots of those apps using intercom for messaging. Thank you!

Hi, I'd like to know which apps on App Store using Intercom. Could you help? It would be great if you could share some photos/screenshots of those apps using intercom for messaging. Thank you!

80
Milan
Top Expert ✨
A
AlfiaNew Participant
asked in API & Webhooks
Searching for Contacts calling Intercom Rest API, how to use pagination

I am using using https://api.intercom.io/contacts/searchto make an api call from Salesforce to Intercom to get the contacts. But it comes in pages.How do I get it all in one page? or go through pages in my api call???? Please advice

1900
Milan
Top Expert ✨
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Tim WNew Participant
asked in Reporting
Can anyone tell me the formula that Intercom uses to calculate CSAT?

In my research, I've found 2 ways to calculate this. Thanks! Example 1:CSAT (%) = (total responses given / total possible response scores) * 100Example 2:CSAT (%) = (# of very dissatisfied * 1) + (# of dissatisfied * 0.75) + (# of neutral * 0.5) + (# of satisfied * 0.75) + (# of very satisfied * 1) / (total responses)  

3380
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U
User19New Participant
asked in Reporting
FEATURE REQUEST: Implement a way to name an export prior to sending

I do a lot of exports based on different segments that I have defined in Intercom. When the export arrives in my inbox, the segment name isn't included, and it often arrives long after I've forgotten why I wanted the export in the first place. If there were a way to name or tag the export it would help my workflow tremendously.

130
Shauna
Intercom Team
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TolgaNew Participant
asked in Reporting
How can I view # of replies submitted to a conversation with a particular customer - to understand how many messages it takes before customer's problem is resolved?

How can I view # of replies submitted to a conversation with a particular customer - to understand how many messages it takes before customer's problem is resolved?

390
Shauna
Intercom Team
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User2358New Participant
asked in API & Webhooks
How can I enable merge of external lead?

Hey I'm trying to merge a lead into a user using this EP https://developers.intercom.com/intercom-api-reference/reference/merge-contact but I'm getting the next error:{ type: 'error.list', request_id: '001o99eqgp4578ve7ef0', errors: [ { code: 'unprocessable_entity', message: 'User merge for external leads is disabled by default unless explicitly allowed by passing allowed channels array' } ] }Where do I have to add the allowed channels array in the request and how?

610
Racheal
Intercom Team
K
Kasia KNew Participant
asked in Intercom Community
Can a user reassign their conversation?

Can customer reassign their ticket(s) to their colleague? For example, when they go on leave.... 

320
Racheal
Intercom Team
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User1985New Participant
asked in API & Webhooks
The result object for /companies/scroll is incorrect

There is no root 'companies' property returned, it's 'data'.And the type that comes back in the root properties is 'list', not companies.

150
Racheal
Intercom Team
A
Akhilesh JNew Participant
asked in API & Webhooks
How do i query the deleted/blocked users via rest API?

How do i query the deleted/blocked users via rest API?

350
Racheal
Intercom Team
R
Rohit KNew Participant
asked in Apps & Integrations
Salesforce Contact/Leads do not show updates when made to Intercom records

We are using the Salesforce app through the marketplace, Also we have mapped some Intercom attributes with Salesforce custom fields on the Intercom. Following are some of the attributes which are mapped with salesforce fields:UTM CampaignUTM ContentUTM MediumUTM SourceUTM TermNPS_commentNPS_ratingWe are facing some issues with the sync, The Salesforce Contact/Leads do not show updates when made to Intercom records. Attaching the mapping of the Intercom attributes with the Salesforce custom fields of Leads and Contacts: 

310
Daniel M15
Employee
S
Steve H12New Participant
asked in Apps & Integrations
Does intercom have any way to surface external search results to users while they are chatting?

We have a community site and in addition to showing Intercom Articles automatically in a chat session, we'd like to also display links to relevant community posts ​that match the customer's question.

70
Daniel M15
Employee
Q
QuirijnNew Participant
asked in Apps & Integrations
Adding Identity Verification to a Google Tag Manager implementation, with a C# backend

A client of us would like us to add Identity Verification to their implementation with Intercom, which is done through Google Tag Manger. I've come across this page: https://www.intercom.com/help/en/articles/2631808-install-intercom-with-google-tag-manager.Which explains how to install intercom itself. It also notes you're able to add an user hash to the Install event. However, its not clear to me how this hash gets to the Install event in GTM, since this is generated in the backend of the application (.NET in this case), and we dont manually send anything to Intercom, since its all done through GTM. Are there any resources that explain how to make sure this hash is added during the Install event (with a backend in .NET and the installation of Intercom in GTM)?

2730
Daniel M15
Employee
G
GeordiNew Participant
asked in API & Webhooks
Will you introduce webhook events for surveys?

HI, I'm wondering if you will have webhooks related to surveys being answered? I would love to use triggers like this to build an Intercom app. Cheers!

1260
Daniel M15
Employee
A
Anita HNew Participant
asked in Intercom Community
There are spacer elements in this email. Why do they seem to be removed for some recipients?

How can we make our emails more consistent in their look with space under our logo. The images below are the same email as received by two different users. Thank you! 

680
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Employee
S
Shauna O12New Participant
asked in Reporting
Recently used is blank for my events...

I've set up events within my workspace but when I've gone to check on how they are doing - I've found that they are blank; why is it? Have customers not triggered them or? What does the recently used mean?

360
Shauna
Intercom Team
C
Charlie MNew Participant
asked in Mobile SDKs
Unable to register user on iOS (crashes with "unrecognized selector" error)

Trying to setup Intercom with react-native, got it working well on Android, but stuck on iOS attempting to register users (breaks for both unidentified & identified register methods) Tested a few different versions, all working as expected on Android, but still failing with same exception for iOSNPM Package: @intercom/intercom-react-nativeTested v3.0.3 - v3.0.5iOS Package: Intercom (intercom/intercom-ios)Tested v12.0.0 - v12.4.3React Native (npm): react-nativeTested: v0.66.x + v0.68.x + v0.70.x (latest) Strange part is that it actually worked the very first time tested on iOS simulator using registerUnidentifiedUser() method, then started seeing this exception and now cannot get any version of Intercom.register** to work without throwing this same error (for any/all iOS developers & devices). We have implemented the Intercom.logout() method, and have used it trying to force reset/register again, but no luck. Please help! Here is the full exception & trace for context:Except

6190
B
U
User1329New Participant
asked in API & Webhooks
How do I merge leads and users? Having great difficulty doing this.

Hey y'all, I'm trying to merge leads into users but have difficulty getting this done. Here is my use case. I run an E-Commerce store; when customers check out, they do not always create an account or sign into an account to make a purchase. This is a guest purchase. But I want to ensure our support team can still have all their past information on hand. The way we have it set up now is through Zapier. When an order is created from WooCommerce, a user is created. This means that I now have a user with all the attributes of Name, Email and Phone. But at the same time this customer most probably has spoken to us through the messenger as well. Meaning we have a duplicated record. Our leads tend to have their Name, Email and Phone too. When a Lead makes a purchase, they should ideally be merged into the User. How can I get it done? Zapier doesn't have the function to convert a lead to a user, nor does it have a merge lead to user.  I saw on the forum that Make, formerly known a

4141
Shauna
Intercom Team
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