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2186 Topics
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Damien MNew Participant
asked in Customer FAQ
What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

Hi! We've been snoozing a lot of tickets for which users do not reply instantly for days which results in the "time close" being increased. What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

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Juan C13New Participant
asked in API & Webhooks
Hello, I'm trying to POST a new message pop up with postman but i'm not able to do it

As i said, i'm trying to POST a new intercom/message to my customer but i'm not able to do it. Maybe the body is not correct. I have no problems with 'intercom-client' node library but now I must send this information through a serverless function :P 

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Racheal
Intercom Team
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Nicolas H11New Participant
asked in Reporting
How to gather charts from different Intercom reports into a single visual dashboard ?

I need to create a dashboard that gathers certain charts from different reports in intercom and I'm wondering how I should do it and what's the best way to do it.I need to display the engagement summary of different custom bots + the number of tagged conversations for a specific tag + opening rate of certain emails + reply rate of certain emails + number of new inbound conversations VS number of replied conversations

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User2436New Participant
asked in API & Webhooks
Is there a way to get an API token for testing?

I want to try out the https://api.intercom.io/conversationsendpoints with demo data

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Racheal
Intercom Team
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LeonardoNew Participant
asked in Apps & Integrations
I am having problems setting up a Custom Objects/Custom Actions integration from my company's system to Intercom. Can you assist me with that?

Hello,I am developing an integration from my company's system to Intercom using the new features of Custom Objects and Custom Actions, but I have not been able to retrieve in my Custom Bot as a Data selection button the data mapped to my Custom Object.I have already set up the right relationships from my Custom Object to the People and Conversation objects following this tutorial (https://www.intercom.com/help/en/articles/6298283-setting-up-the-right-relationships-with-custom-objects), but no buttons are being shown in my bot.Can you assist me setting this up? As this is a new feature, I could not find any other help in the Intercom Help Center.Thank you,

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Diana Tripac
Intercom Team
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User2429New Participant
asked in Mobile SDKs
Layout issues on some Android devices (using React Native)

It has been reported that on devices with smaller screens the configured layout does not work in the same way. Could anybody help me? 

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Racheal
Intercom Team
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ThiloNew Participant
asked in Mobile SDKs
Random build error on generateReleaseRFile gradle task

Hi, We randomly get the following error when trying to build an android release build. After building a few times it seems to fix itself but suddenly appears again after some time. This is pretty annoying since it costs unnecessary credits on CI servers. It already happened in react-native-intercom 2.1.0 but also happens now on latest 3.0.5. FAILURE: Build failed with an exception. * What went wrong: Execution failed for task ':@intercom_intercom-react-native:generateReleaseRFile'. > A failure occurred while executing com.android.build.gradle.internal.res.GenerateLibraryRFileTask$GenerateLibRFileRunnable > /Users/vagrant/git/node_modules/@intercom/intercom-react-native/android/build/intermediates/local_only_symbol_list/release/R-def.txt 

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Racheal
Intercom Team
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LloydNew Participant
asked in Apps & Integrations
How to send a payload to a webhook on conversation end?

Hi,  I have the simplest of questions. I have an extremely simple set of outbound conversations that go identify product-> capture product specific data -> end conversation -> generate lead for callback  when I have enough for a lead for that specific product, I want to take everything captured and fire it off to a webhook. I cannot for the life of me figure out how this happens in intercom, all of the help articles talk endlessly about webhooks and there are screenshots of a place you can stick your https webhook url but absolutly no description of how to get to that screen, and how to trigger a payload send when you close an outbound conversation.  I would also love to just preview what the payload looks like so I can get started on integration work into our CRM - it seems like you cannot do this without sending to a webhook? which as described above I cannot figure out how to do.  I am waiting on an intercom architect to have a free meeting slot to walk me through this, but

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Employee
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User2413New Participant
asked in Customer FAQ
I'm new to intercom. Is there a concept of "stock" or "canned" messages that I can enter so that my team members can simply select the one that applies.

I'm not looking for a way to share a full article just simply for whomever is monitoring intercom to pick the right statement that applies to gather more information from the prospect or customer. I want to crawl, walk, run so not yet to the point of bots.

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User164New Participant
asked in API & Webhooks
Is there an API to get the list of SLAs and their details?

Hello, We'd like to query via REST APIs all the Conversation SLAs for an account. We'd also like to know how much time is left/overdue with reference to an SLA for a single conversation. As of now, we can see that the conversational model has sla status but not details - https://developers.intercom.com/intercom-api-reference/reference/conversation-model/p> But, I don't seem to find a way to get the SLA details. Does Intercom provide a way to do that programatically? Regards

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Racheal
Intercom Team
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User2404New Participant
asked in Apps & Integrations
I don't see a segment event in intercom

There are events that are in segment and are not visible in intercom, I would like to know why.

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Daniel M15
Employee
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ColleenNew Participant
asked in Settings, Security & Permissions
I need to change colors for different parts of the chat, like replies, hover states, etc. but there is only one color that I can change in settings. Where are the rest of the color/font settings?

I need to change colors for different parts of the chat, like replies, hover states, etc. but there is only one color that I can change in settings. Where are the rest of the color/font settings?

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AthanasiosNew Participant
asked in Settings, Security & Permissions
Hello, I have created the following subdomain help.emvo-medicines.eu under our SSL Wildcard (Combell), but for some reason, it is not HTTPS certified.

After communication with our provider, this was their answer: I see that the DNS-records help.emvo-medicines.eu aren't referring to the servers of Combell, but are referring to the servers of Amazon.You should download the certificate and install it on the servers of the web hosting of help.emvo-medicines.eu. So what steps must i do in order to have the help.emvo-medicines.eu HTTPS certified?

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Daniel M15
Employee
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KiranNew Participant
asked in Apps & Integrations
Is there a way to integrate the messenger into my WPF application?

Hello Everyone,I am building a desktop windows application using .NET Core 3.1 and WPF. Any information will help on the best way to integrate with WPF application?

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Daniel M15
Employee
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User2399New Participant
asked in API & Webhooks
How do I authenticate a request (e.g. initialize request) coming from a canvas kit app on our back end.

I created a canvas kit app for my teammates that looks up some customer details in our database and displays them in the inbox details panel, but I don't see any incoming data (like an access token) that I can use on our side to make sure the request is coming from intercom.

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TimoNew Participant
asked in API & Webhooks
Is there a way to set non-custom attributes of conversations via the API?

We would like to set the "Priority" or "SLA" attributes of conversations in particular. The reason is that we want to externalize the decision making of important vs non important conversations as soon as they come in. In the update conversation API, you can only update custom attributes. Right now we are only interested in Priority and SLA, but in the future we also might want to set tags or other fields. What we already tried: 1.Create an inbox rule that e.g. sets Priority if a custom attribute has a certain value. We set up a webhook to be notified when a new conversation comes in and set that custom attribute on the conversation through the API. Problem with this is that the inbox rule is triggered before we set the custom attribute. We also tried to call the /conversations/{id}/run_assignment_rules API but that only seems to trigger inbox rules which assign conversations. Even if we have an inbox rule that both assigns and sets the priority flag, only the assig

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Racheal
Intercom Team
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Innovator ✨
Denis TaranetsActive User
asked in Settings, Security & Permissions
Sales team data limitations

How can I limit the access to the user's data for particular agentsHave access only to the customers that this particular agent "owns"Even those user's agents cannot see email addresses and phone numbers (for calls Toky is integrated)There are few other things that I would like to limit but until now I would appreciate any advice on this :)

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Employee
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EvgeniyaNew Participant
asked in API & Webhooks
How to connect a bot made on a different platform to Intercom

Hey everyone. I try to understand how I can connect a bot made on a different platform to the Intercom. Has anyone come across a similar case?

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Employee
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JelaniNew Participant
asked in Reporting
How do you grant access to custom reports?

How do you grant access to custom reports?

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Fernando P11New Participant
asked in Apps & Integrations
Messenger break styling in Next.js + emotion

I am having ab issue in a Next.js app. It only happens when the app is on mobile size, right after opening and closing the messenger and navigating to a different route the styling breaks. If I refresh the browser, the styling reset to its original state. This behaviour is not presented on desktop size.

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Employee
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Dan P12Active User
asked in Apps & Integrations
Is it possible to open a "sheet" (iframe) from an inbox canvas app?

From the documentation it seems to only be supported on messenger apps and not inbox. If this is the case, are there any plans for it to be supported on inbox apps too any time soon? Thanks

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MarceloNew Participant
asked in Reporting
Do you have sample code on how to get the list of conversations for all users with the date range?

Do you have sample code on how to get the list of conversations for all users with the date range?

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Racheal
Intercom Team
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Anthony P11New Participant
asked in API & Webhooks
Hello everyone, I would like to know if I can list custom bots and resolution bots of my app by requesting the API. Thank's in advance.

Hello everyone, I would like to know if I can list custom bots and resolution bots of my app by requesting the API. Thank's in advance.

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Racheal
Intercom Team
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Eric TNew Participant
asked in Reporting
When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

When exporting macros it will only show how many times a macro was used in the last 30 days. Is there a way to get more historical data beyond 30 days?

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Marielle M11New Participant
asked in Customer FAQ
How can I get a refund of an invoice that was charged on the 14th day of the trial period?

I’m in distress. I signed up for Intercom on the 18th of July 2022 at about 11:40pm. I was charged in the hours of the morning on the 1st of August 2022. Once you sign up, it says that you will be charged *after* the trial period. Surely there should be a policy safeguarding us as consumers who sign up late at night and that in effect you will be charged as if you had signed up the day after.  I hope I am making sense. But there are a lot of loopholes in the terms where Intercom says in articles that they only ask your credit card details after the period however you cannot proceed without those details. In that same way, Intercom says to charge after the 14th day but charges on instead.  I tried reaching out to support and not much help was given there. I am disheartened as I do not feel heard here.   

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