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1924 Topics
Y
YuriyaNew Participant
asked in API & Webhooks
Is it possible to pull Intercom data (users & companies) through API to fulfil Zendesk ticket fields?

We already have Intercom integrated into Zendesk and it works well. However, we want to achieve another level and automate ticket fields fulfilment.

472
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Top Expert ✨
3 years ago
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Matt KNew Participant
asked in Mobile SDKs
Android crashes on ConversationFragment.java

Hello, We've had a load of crashes on our Android app lately that are coming from the Intercom SDK. I've attached the stacktrace below. Hoping to bring some light on this to see if there is a known issue. We haven't updated the Android SDK recently, we're using version 9.1.2.Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'void io.intercom.android.sdk.conversation.ConversationContentPresenter.onProfileScrolled()' on a null object reference at io.intercom.android.sdk.conversation.ConversationFragment$2.onOffsetChanged(ConversationFragment.java:4) at com.google.android.material.appbar.AppBarLayout.onOffsetChanged(AppBarLayout.java:32) at com.google.android.material.appbar.AppBarLayout$BaseBehavior.setHeaderTopBottomOffset(AppBarLayout.java:54) at com.google.android.material.appbar.AppBarLayout$BaseBehavior.setHeaderTopBottomOffset(AppBarLayout.java:2) at com.google.android.material.appbar.HeaderB

291
Eric Fitz
Employee
3 years ago
A
Anonymous
asked in Mobile SDKs
Heads up - we’re working on React Native 🥳

Hi folks! I’m Mat, the Product Manager for our mobile SDKs. Just dropping in to share a sneak peak at some work that I think a number of people in the forum will be excited to hear.. we’re working on React Native support 🥳  We’ve started work on a React Native wrapper for our mobile SDKs, and we’re aiming to release it around July. I know not having a supported option for React Native apps has been a pain point for a number of you, so I’m hoping you’ll be as excited about this news as I am! I’ll share more info here as we get closer to the release. For now, here are the headlines: The React Native wrapper should be available around July.It’ll work with the latest versions of our Android and iOS SDKs at the time.The wrapper will be fully supported by us, and we’ll be keeping it up to date with each new release of our mobile SDKs. Below is a gif of a conversation opening from a push notification in a React Native app on Android. As you can see, we’re making good progress. That’s

814
U
3 years ago
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Sarah C12Connector
asked in Reporting
Is it possible to report on reassignment between Teams?

I'd love to be able to report on how often cases have to be transferred between Teams. Am trying to figure out a way to add a tag to use to report on this or how to see this otherwise. Am hoping to avoid teammates having to manually add a tag when transferring. Thank you!

221
S
3 years ago
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Sarah C12Connector
asked in Settings, Security & Permissions
Is it possible to refresh the Test Environment to match production?

I've just inherited an Intercom instance with pretty robust rules and bots set up. I would love to run some tests on some things in a test environment but do not want to take the time to rebuild everything from production. Can I refresh the test environment to match production? Am okay with losing everything that is currently in Test.

831
S
3 years ago
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BriannaNew Participant
asked in Settings, Security & Permissions
Can you ignore/block users from sending in personal email addresses?

Hello, to help filter messages from users we would like to know if there is a way to block personal email addresses (gmail, hotmall, yahoo, etc.) so if the person does not send a business email they will be sent to spam or be sent a bot message to provide a valid email. Thanks!

2072
S
3 years ago
D
Innovator ✨
Denis TaranetsActive User
asked in Apps & Integrations
Survey about the support quality via 3rd party app

Hi, party ppl. Due to the nature of my workspace setup, my agents often close the dialogues. Usually when the ball is on the customer's end and not necessary when the correspondence came to the conclusion. For that reason, I need some custom solutions to gather feedback about the conversation quality. Roughly my requirements are dialogue is NOT on the queue X (I have a specific "timeout" queue that helps to filter trolls etc")The dialogue is in the "closed" state for N days/hoursIf the dialogue fits both requirements, the system, 3rd party app, bot, or whatever, would send a survey.  I would be very grateful for any advice that our community can provide on this matter.

91
S
3 years ago
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User835New Participant
asked in Reporting
Looking for a solution to track issues, bugs, feature requests, etc.

I'm looking for the best way to track issues for every conversation our users initiate. We have previously used conversation tagging but it resulted in 100+ tags that were difficult to sort through and manage since we also use customer tags heavily. I'd like to be able to track the core issue associated with each conversation. Ideal categories I can choose for each conversation:Issue Type drop down list (feature request, bug, feedback, question, etc)Product Area drop down list (login, registration, dashboard, profile, etc)Specific description of issue (should be able to tag multiple conversations with the same issue description)Date of Issue (should be automatic based on the conversation data) I need to be able to provide timely reports to management including:Total issue volume over the last 2-4 weeksIssue volume by Issue TypeIssue volume by Product AreaIssue volume by Specific Issue The goal would be to resolve customer issues within the product, before users escalate. So far

5323
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3 years ago
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SaritaActive User
asked in Reporting
Can someone explain who the "conversation tag" report works?

I put a filter on the tag field, let's say the tag name is "Feature X", and set the date to last 4 weeks.Will it show me all the conversations that are tagged as "Feature X" in the last 4 weeks? I tested it by tagging one conversation and see if it shows up but it didn't. Is there a waiting time until it shows up on the reports?Thanks in advance 🙂

124
S
3 years ago
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User957New Participant
asked in API & Webhooks
Will upgrading the app API version on Intercom developer hub affect the intercom app?

I would like to use from REST API features such as queries for searching conversations however our API version is 1.0 and so we'd need to upgrade it.  I am wondering whether changing the API version will cause any breaking changes in the intercom app.  FYR this is what I'm talking about: https://developers.intercom.com/intercom-api-reference/v1.0/reference#get-a-single-conversation & https://developers.intercom.com/intercom-api-reference/reference#search-for-conversations As you can see, V2.3 allows queries in searching for conversation where we'll search by the user id  

164
U
3 years ago
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Mario UNew Participant
asked in API & Webhooks
Is it possible to reply to a conversation without triggering an email notification?

Is there a way to reply to a conversation via API without notifying the associated user/contact (e.g. sending e-mails)? It looks like Intercom has some logic as replying via API sometimes does and sometimes does not trigger an email.

1291
S
3 years ago
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Dan M12New Participant
asked in Reporting
In the Responsiveness tab of the Customer Support reports, will filtering by team only show responsiveness while the ticket is assigned to that team?

We start our conversations in a general support team folder. We then occasionally send tickets to other teams for more help. If we run a responsiveness report and filter by the second team that the ticket was forwarded to, will the report only show responsiveness while the ticket was assigned to that team, or will responsiveness while it was in another team folder be included in the report?

62
A
3 years ago
H
Heidi GNew Participant
asked in Apps & Integrations
Is it possible to make creating a Zendesk ticket before closing the chat?🤔

Is it possible to make creating a Zendesk ticket before closing the chat?🤔

591
R
Top Expert ✨
3 years ago
S
SerbanNew Participant
asked in Mobile SDKs
Is there any way to update the app icon notifications count badge when push/message is send out?

I am curious if this feature was added, because ii saw some threads where was mentioned that is possible to add this feature in future releases

921
A
3 years ago
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Kamil CNew Participant
asked in API & Webhooks
How can i create a custom attribute on a contact?

I am using the Ruby API and the following code gets an error:" (Custom attribute 'kamil_attribute_console' does not exist)" user_id = 1 intercom_query = intercom.contacts.search('query': {'field': 'external_id', 'operator': '=', 'value': "#{user_id}"}) contact = intercom_query.first contact.custom_attributes = {"kamil_attribute" => "here-iam-update-me"} intercom.contacts.save(contact)  

9551
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Top Expert ✨
3 years ago
J
Jean-BaptisteNew Participant
asked in API & Webhooks
How can I post a message as Operator

I made an app that post messages into conversations using the Intercom API, and I want those messages to come from a bot/operator, not from the contact nor the admin. Here is a screenshot of an app that posted such a message, but I cannot find how to achieve this in the API docs… Thanks for your help! 

2276
R
Top Expert ✨
3 years ago
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Leah L12New Participant
asked in Reporting
How do people measure First Contact Resolution?

I am not looking to measure how many conversations are resolved by one team member. I am trying to report how many users reach out multiple times with in a week in order to track whether or not their issues are being resolved the first time they reach out.

1441
R
Top Expert ✨
3 years ago
C
Chris C13Connector
posted in Apps & Integrations
I'm building an app for our inbox integrating with Celigo and NetSuite, but using AWS Lambda and API Gateway for the infrastructure.

So far, I just have the Click Me example working, but ready to start bring back information from NetSuite. I see where the initialize is sending the request payload, but my understanding from the Canvas Kit documentation is that it would also send the Contact information as part of that payload, but the only payload I'm seeing is the {admin_id, app_id, conversation_id, inbox_app_id, and user_id}. I could work with the user_id and get the email address from there to search NetSuite, but it be easier to have the email address already. Basically, it'd be similar to the Shopify app as in displaying if the User already has cases present in NetSuite or even is present in NetSuite, and display that information on the conversation. Any thoughts, ideas, on how best to proceed?Let me know if you need more info?

332
C
3 years ago
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Luis ANew Participant
asked in Apps & Integrations
XCode 12.5.1 ARC Semantic Issue

I'm building my app with Intercom for Cordova (https://developers.intercom.com/installing-intercom/docs/cordova-phonegap-installation and I'm having the following error IntercomBridge.m:118:15: No known class method for selector 'hideMessenger' Does anyone have the same issue? Notes:<plugin name="cordova-plugin-intercom" version="~9.1.0" />"cordova-ios": "^6.1.1",

271
Eric Fitz
Employee
3 years ago
M
Mike S12New Participant
asked in Apps & Integrations
Hubspot app sending conversations does not seem to work

Hi all,  I've just set up the HubSpot app so it can send Intercom leads and conversations into our HubSpot account.  The leads are sent over perfectly. However, no conversations are being sent at all.  I've been following the documentation here: https://www.intercom.com/help/en/articles/2128216-hubspot-app-send-leads-and-conversations-to-hubspot/p> I've enabled this Intercom activity filter here as well:  But if I create a new conversation in Intercom, it is still not sent to HubSpot. Any help with this would be massively appreciated!  Mike

164
Eric Fitz
Employee
3 years ago
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User431New Participant
asked in Settings, Security & Permissions
Why I and my team are not getting notification when a customer comes on live chat? We have all the notification settings ticked under My account > Notifications. We generally look at slack channel to see who came on chat and then view on intercom.

Why I and my team are not getting notification when a customer comes on live chat? We have all the notification settings ticked under My account > Notifications. We generally look at slack channel to see who came on chat and then view on intercom.

492
U
3 years ago
U
User638New Participant
asked in Reporting
How can I track a teammate's active/inactive status in real-time on Intercom?

Like the exact time a teammate came online, and went offline

4041
R
Top Expert ✨
3 years ago
C
CaptainNew Participant
asked in Mobile SDKs
Mobile app Intercom's chat missing text field. Users can't reach us

Hi guys, We are having an issue with Intercom's chat on a react-native app, on IOS. The chat works perfectly fine just until you open a modal view. After opening and closing it, if you try to open the chat the text field will be missing, so users won't be able to reach us. There is also a weird UI glitch showing the textfield coming from the top sometimes, and suddenly disappearing. We are using this react-native-intercom library fro the implementation, and the issue has been reproduced in both IOS 13 and 14 beta, on both an Iphone 6s and Iphone Xr. Please, find attached a video showing the weird behaviour. As you can see, the chat works as expected in the first 3 attempts. Then, after opening and closing the Navigation modal, the chat UI is missing its text field. Does anyone ever experienced anything similar? Any workaround? We have been trying to debug this with no luck. Thanks in advance for your time 🙂   

483
Eric Fitz
Employee
3 years ago
M
MinhNew Participant
asked in Mobile SDKs
Intercom Android has no update when new message comming.

I'm developing android app using intercom (React native android). Currently I'm facing problem that's intercom doesn't update for new message comming. Only update when I open conversation from launcher or kill the app and open again. Please help

4357
Eric Fitz
Employee
3 years ago
B
Brandon S11New Participant
asked in Mobile SDKs
Why did I get a security alert from the Google Play Console when uploading a recent app build?

I received a security alert from Google Play Console when I uploaded a recent app build. The issue is caused by: io.intercom.android.sdk.utilities.IntentUtils.safelyOpenIntent Attached is a screenshot showing the issue.

357
Eric Fitz
Employee
3 years ago
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