Popular Topics | Community
Skip to main content

Popular Topics

-

2181 Topics
G
Gemma BNew Participant
asked in Intercom Community
Do you use an avatar to send comms to customers?

Do you use an Avatar to post comms to customers via Intercom as a first point of contact? If yes, please can you link your website to me as I'm looking for examples of good practice. For example www.gainsight.com use a robot image for their Avatar who is the first to send you a question when you go on their website

280
A
Employee
A
Anton K11New Participant
asked in API & Webhooks
Delay between a web hook and API response returning correct data

We want to get different conversation stats when we receive a onAdminAssigned web hook. Since the statistics object is empty in the web hook payload itself, we have to make a REST request to api/conversations/{id} to get a full conversation payload.  We noticed that if we make this call immediately after getting a web hook, the statistics object will still be filled with zeroes. But if we wait for a couple of seconds before making that call, then we can get all the data we need. Could you pls provide an estimation of the delay (average and upper boundary) between a web hook being sent and the data being accessible via RES API? Is it possible to send conversation statistics in the web hook itself?

1520
A
Employee
U
User223New Participant
asked in Intercom Community
Feature request: a visual pipeline to view users/companies at different stages of funnel

Having a visual pipeline (similar to Hubspot, Pipedrive etc.) in Intercom would be incredibly valuable and would probably remove the need altogether for a separate CRM tool like Hubspot/Pipedrive. I’m quite surprised Intercom hasn’t introduced something like this yet. It shouldn’t be overly complex and would add so much value to Intercom and their customers.

1260
U
S
SivakumarNew Participant
asked in Mobile SDKs
Issue with receiving push notification in android.

We are using expo notification package for push notification in our project. When we add the intercom react native push notification android code changes that are provided in the documentation we are getting intercom notification but our existing push notification are not coming. Is there any way to use both. Kindly suggest us. Thanks in advance

2110
Eric Fitz
Employee
A
AutumnActive User
asked in Apps & Integrations
For the Hubspot integration, what does it mean when a user "submitted the Intercom Messenger" form?

We use Hubspot as our CRM and have integrated it with our Intercom account. We have automatic content creation enabled and have allowed Intercom to access our Hubspot tracking cookie.  We are noticing in Hubspot that Intercom is logging an event to the contact record – [Contact Name] submitted Intercom Messenger. Intercom Messenger is a form...we didn't create this form and the contact didn't submit a message in the Intercom messenger. In addition, under this we see the message, "no properties added." What does this message mean? The contact was already created in Hubspot because they performed an action on our website. So, it isn't until they login to our application that they are registered in Intercom...is this message just a sync notification that they are now in Intercom?  Any help is appreciated!

820
L
U
User2218New Participant
asked in API & Webhooks
What is the Intercom API's rate limit?

What is the actual rate limit? In the api it says 1000 per minute but when i make an api call it only returns 500 as max limit. Is there a procedure to ask for more calls? Does webhooks count as calls?

6670
A
Employee
R
Ram NNew Participant
asked in API & Webhooks
Why is my email sending under review?

Keep getting this error: Email can't be sent right now as your app is being reviewed. We've emailed your app admin with more details. How to resolve this? error: when calling https://io.intercom.api/messages - Email can't be sent right now as your app is being reviewed. We've emailed your app admin with more details

2230
Milan
Top Expert ✨
V
Vladimir ANew Participant
asked in API & Webhooks
How can I use search by topics of conversation using api?

Hi! For example. I've been trying to use query like this:data = { "query": { "field": "topics.topics.id", "operator": "=", "value": topic_id } }but there is a wrong search field. Is there any right search field for searching by topics?

490
L
Employee
R
Ram NNew Participant
asked in API & Webhooks
API Error when calling https://api.intercom.io/messages

I am making a call with this data: {  "message_type": "email",  "subject": "Hey",  "body": "Ponies, cute small horses or something more sinister?",  "template": "plain",  "from": {    "type": "admin",    "id": "61df30800add612e4d8e19dc"  },  "to": {    "type": "user",    "id": "61df30800add612e4d8e19dc"  }} and the response I get is as follows:{    "type": "error.list",    "request_id": "004ar6gmrkcj0msrhlg0",    "errors": [        {            "code": "not_found",            "message": "Resource Not Found"        }    ]} Can someone tell me why and what mistake I am making? Thanks Nat

1540
Milan
Top Expert ✨
M
Michael H12New Participant
asked in Reporting
Can I track my team's First Response Time over time?

In the Dashboard section of the Inbox, one of the metrics that we use (in Backlog) is "Waiting for first reply". Is it possible to see how this number trends over time (in the reports section)?

70
Milan
Top Expert ✨
C
Chris C13Connector
asked in Apps & Integrations
Why am I not seeing qualification data when linking Intercom with my CRM?

We are using webhooks to export information out of Intercom into our CRM, NetSuite using Celigo. However, in the event data, I am not seeing all of qualification data in Celigo that I need. Any ideas?

160
L
Employee
D
Dan P12Active User
asked in API & Webhooks
Initiate a conversation from an admin to a user

Hi I'm trying to do something that I thought should be simple, but am struggling to find a solution and was wondering if anyone had any suggestions? Ultimately what I want to be able to do is: When a user of my app takes a particular action in the app, I want to trigger a message to be sent from an admin to the user saying something like "Thanks for the submission, we're looking into it and will get back to you...". I also need this conversation to appear in the admin's inbox, essentially as a "ticket" that they need to work on and get back to the user at a later date. I can't use the /conversations API to create a convo from admin to user because that direction isn't supported. (Conversations can only be created in the other direction, user -> admin).   I get a little further with the /messages API. It allows you to send a message from an admin to a user but the problem is that it doesn't create a conversation so nothing shows up in the a

14740
Eric Fitz
Employee
D
Dmitry GNew Participant
asked in Mobile SDKs
How to fix missing push notifications icon on Android?

We're using react native integration and when an agent messages a user, on iOS push notifications are displayed with the app icon, but on Android the icon is empty/missing. I tried a suggestion from the docs that says to put icons into assets folders, i.e. `/res/drawable-xxhdpi/intercom_push_icon.png`, didn't help

17790
L
Employee
U
User557New Participant
asked in Mobile SDKs
iOS SDK 10.1.4: Crash -[__NSArrayM objectAtIndex:]: index 2 beyond bounds [0 .. 1]

Hello, We're having some amount of crashes in Intercom SDK. What can we do to fix them? Thanks 🙏 Here is the stack trace: Devices:

480
L
Employee
U
User2192New Participant
asked in Reporting
Can I report on how many inbound messages customers are sending us?

We are trying to find a Report similar to the Customer Engagement one but for INBOUND MESSAGES PER ACCOUNT so we understand which are the users which are contacting us more and overloading our support capacity.

250
A
Employee
U
User2185New Participant
asked in Apps & Integrations
Sending an app for reapproval with additional scopes will disrupt the status of my existing configurations?

We have a verified app on intercom store for OAuth and the use of Intercom API. It is configured with limited scopes and we would like to add some additional scopes to its configurations. Now my question is, will the addition of newer scopes will interrupt the existing configurations when I send the newer configurations for the approval? Note: Our current app is public and in use by other users that are not part our workspace and we don't want it to stop working publicly with existing scopes when we send the app for reapproval with additional scopes

110
A
Employee
A
Ali SNew Participant
asked in Reporting
Why is First Response Time Greater Than Time to Close?

Hi there 👋,  My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌️ -Ali

350
Eric Fitz
Employee
U
User2165New Participant
asked in Mobile SDKs
iOS push notifications aren't sending on Intercom's Cordova SDK

Hello, I am trying to integrate intercom-cordova plugin to an app. Everything works fine except the push notifications on iOS. When the app starts the pop up for permission is displayed but after that no notifications are received when the app is running on background. I have followed the documentation for setting up everything. Is there something more specific that is not mention there (in the docs) for iOS?Btw the app is using capacitor but this should not be the problem or I am wrong? Plugin version: 10.2.0Xcode version: 12.5iOS version: 14.5ionic/angular: 5.0.0capacitor/ios version: 2.4.1 

520
Eric Fitz
Employee
I
Inter C12New Participant
asked in Apps & Integrations
How do I integrate Intercom with WhatsApp?

Is there any way to integrate Intercom with WhatsApp?

12650
M
D
Dimitris ANew Participant
asked in API & Webhooks
POST request for contact in company

Hello, I need to send a POST request with the intercom API and I'm not sure how to do it.  In particular, I need the contact id of the contact that has a specific company id (plus some other identifier that will help me pick the specific contact of the many that can exist in the company). I'm using this: https://developers.intercom.com/intercom-api-reference/reference/search-for-contacts/p> The question, therefore, is how do I do a POST query that queries not for a scalar as you would do to search eg for Minessota ("field": "location.region") but rather for a scalar within an array (as is the id within companies). Here's a typical (truncate) response I need to process: {  "type": "list",  "data": [    {      "type": "contact",      "id": "60a3b30b980bf6b7f155eb99",      "browser_language": "en",      "os": "OS X 10.15.7",      "location&quot

450
A
Employee
M
MktActive User
asked in Reporting
I asked a question about attribution. I got an answer but asked follow up questions as I needed more detail but have not heard back.

Would someone be able to reply to my follow up questions in this thread https://forum.intercom.com/s/question/0D55c00005qefBuCAI/how-does-intercom-attribute-a-goalI need to know the details of how attribution works in the emails. For example if we send 3 special offer emails all with the same goal (to start a paid subscription). How would Intercom attribute the the goal being met...would they do it for all emails (assuming the user received all 3 and opened all 3). What is the detailed process for goal attribution here. Please see full thread above first. Much appreciated.

210
Milan
Top Expert ✨
V
VishnuNew Participant
asked in Reporting
How to check how long an agent was online for a particular day and download weekly data?

I want to download data that shows the agent-wise time of availability on the Intercom.

7690
L
Employee
N
Neil WNew Participant
asked in Mobile SDKs
Building/testing mobile carousels seems crazy-hard

Hi there, I want to tweak my carousel, run it on my iPhone, tweak it again, run it again, and so on...I want a ton of tweaks and I want to test them in real-time. Right now it seems like I have to re-create the carousel each time or I'm limited to one test per account per day? To me this sounds really weird so I'm sure there is a better. Way. What's the better way? :) Thanks, Neil P.S. Adding a button to trigger it manually seems kind of silly...there should be a way to reset the carousel or at least allow it more than once a day for (at least) testing purposes.

240
Milan
Top Expert ✨
M
MktActive User
asked in Reporting
How does Intercom attribute a goal?

We want to understand how intercom attributes a goal to a user from within a specific email - if that users has been sent several emails with the same goal. Example: we run a special offer campaign with a series of 3 emails each with the same goal: that the users subscribes to our app. What we need to know is if a user subscribes but has been sent all 3 emails how does intercom attribute it as 'goals met' only to the email from which that users subscribed? They event will be when they apply our discount coupon, but how is intercom attributing this to one of the 3 emails - is it based on linked clicks? If so what would happen if a user clicked on all three emails? We just want to be sure our data is clean and we don't have duplicate data in regards to our subscriptions and how they're attributed. Thanks

730
Milan
Top Expert ✨
H
Hannah D11New Participant
asked in Intercom Community
What the pro/cons for Intercom vs. Salesforce Support Cloud?

Intercom vs. Salesforce Support Cloud (specific to support...not CRM): Curious if anyone has experience with both and any major pros/cons or differences you noticed in your support workflows.

970
H
Ask a question
Terms & Conditions