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2032 Topics
S
SaritaActive User
asked in Intercom Community
Support OKRs

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

720
Eric Fitz
Employee
I
IntercomCustomerActive User
asked in Intercom Mobile App
Feature Requests

It would be great if the mobile app could have some basic app visibility. For example, we use statuspage for our outages. it would be great if our mobile guys can see the status page "status" in the intercom app. This would make it easier for the agent to get better visibility.  It would also be nice to see recent "events" to help someone over mobile see what someone has done. We use events to track actions in the app and its usually helpful to see if someone has ever used a function or what they're currently doing in the app.  

10080
Eric Fitz
Employee
U
User977New Participant
asked in Apps & Integrations
Got some confusing feedback from app review - how do I contact the team?

Hi there, We are currently in the review of our app and we got some confusing suggestions to our app review that does not quite make sense for our app and it's capabilities.  Is there a human I can talk to? or the person that was responsible for the review? Much appreciated 

20
Eric Fitz
Employee
S
SaritaActive User
asked in Reporting
OKRs for Support team

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

170
K
Innovator ✨
C
Chris DNew Participant
asked in API & Webhooks
Is there a way to convert a user back into a lead via the API?

There are certain occasions I need to remove a user account in our platform but would love the option to keep that person's chat history with us in Intercom. They may no longer have a user ID in our own app, but their email would still remain the same. Right now, we archive the user in these scenarios, but that's not quite ideal because they just sort of "disappear" from Intercom. It would be great instead to just demote them from a user back into a lead. This would also allow for the ability to convert them back into a user should they rejoin our platform. Is something like this possible with through the API?

760
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A
AnnelieseNew Participant
asked in Reporting
Is there a way to see how far a particular (individual) user has progressed through a series?

Our organization offers a custom onboarding experience to our clients. It would be a game changer to know if we can see how far individuals have progressed through a series so we know what the user has seen, and what they haven't.

50
Milan
Expert User ✨
I
Ishaan T11New Participant
asked in Intercom Community
Is it possible to create a newsletter via Intercom?

Is it possible to create a newsletter via Intercom?

6340
Milan
Expert User ✨
A
Alex M14New Participant
asked in Reporting
Why is "Show Suggestions" not generating any recommended Topics? I've added Topics manually, and the reporting works well, but Intercom isn't making any suggestions for Topics.

There is no shortage of conversations to mine, and I've given it a couple of days as the help material suggests it's an overnight process.

500
K
Innovator ✨
L
LaMintActive User
asked in Reporting
Can I see or track which saved replies are used the most over a time period?

I want to use this to get an idea of which HC articles we should be developing to answer the more straight forward questions.

890
Nathan Sudds
Expert User ✨
I
Inter C12New Participant
posted in Reporting
How do I define my conversation topics?

How can I manually pick which conversation topics are displayed by Intercom?

2520
A
K
Kim TConnector
asked in Intercom Mobile App
How do I stop getting multiple push notifications per message in the mobile app?

For every conversation, every time a customer startsa customer responds toor when a team member responds it notifies me 2-3x times in the notification view of my iPhone. This is happening to all of us in our tiny team of 5x people. We all have iOS 14.x 

3790
Charlie P
I
Inter C12New Participant
asked in Intercom Community
What are some examples of proactive support messages?

What are some examples of proactive support messages?

1790
R
Top Expert ✨
I
Inter C12New Participant
asked in Intercom Community
What are some examples of support chatbots I can build?

What are some examples of support chatbots I can build?

730
Eric Fitz
Employee
I
Inter C12New Participant
asked in Intercom Community
How can I create help content that delivers real value?

How can I create help content that delivers real value?

300
Eric Fitz
Employee
I
Inter C12New Participant
asked in Intercom Community
How can I demonstrate the value of support to stakeholders and move away from support being seen as a “cost center”?

How can I demonstrate the value of support to stakeholders and move away from support being seen as a “cost center”?

50
Eric Fitz
Employee
I
Inter C12New Participant
asked in Intercom Community
What is proactive support and how can I use it?

What is proactive support and how can I use it?

710
Eric Fitz
Employee
R
Rachel W12New Participant
asked in Reporting
Is it possible to add a custom date range to the Customer Engagement reports?

Hi there, will the Customer Engagement reports have a customer report feature added? Asking as someone who is only using the basic post and banner tools. Also in regards to

360
Eric Fitz
Employee
J
JolieConnector
asked in Intercom Community
I have some people who are showing up as "leads" when they message in even though they are already subscribers. This is causing some confusion for our sales team. Does anyone know what could be causing this issue?

I thought at first this was happening because they were messaging in using a different email (which happens frequently) but now I am seeing it happen with emails that are their actual account email as well. So for example I just had a person message in using the same email they use to login to our app just show up as a lead in Intercom. If anyone has some insight it would be greatly appreciated!

1070
Brent
Super User ✨
U
User929New Participant
asked in API & Webhooks
Conversation search API doesn't seem to be returning the expected data.

Hello, I have a user with conversations initiated by admins in our UI (with no user responses yet) as well as user-initiated conversations created via the Intercom API. When I query the individual conversations, the user's contact ID is associated with each conversation, as I would expect. When I query the `conversations/search` endpoint with a filter of `contact_ids = user_contact_id`, though, the only conversations returned are the ones initiated by the user.  Is that by design? I would expect that search for a conversation by contact_id would return ALL conversations that the user is associated with. If I'm going about this the wrong way or more detail is needed, please let me know. Thanks.

1300
R
Top Expert ✨
A
AugustineNew Participant
asked in API & Webhooks
How do I access the next page of search returns from an API call?

How do I access the next pages from of a search result. After the initial query to /conversations/search, with result spanning through multiple pages, how do I make the subsequent requests for the next pages?

1110
R
Top Expert ✨
D
Dimitri VNew Participant
asked in API & Webhooks
How do I paginate search returns from an API call?

Hi,I like to know how i retrieve data from a search when it has multiple pages.at the moment i do a search call and only can the data of the 1st page (150) conversations.

460
R
Top Expert ✨
E
EdvinConnector
asked in Apps & Integrations
How to set up a pop-up with a "Book a Demo" calendar?

Picture attached

10750
Brent
Super User ✨
P
PlumNew Participant
asked in Apps & Integrations
How to get oathtoken and refresh token using api.

How to get  oathtoken and refresh token using api.In the canvas kit how to perform action,navigate to next page on button click.How to call our plum apis in the intercom using canvas kit.

1360
R
Top Expert ✨
U
User855Connector
asked in Mobile SDKs
Do all Intercom features work with PWA?

Hello, We have a site and a mobile app. Our future vision is to stop native app development and instead, develop the website as a Progressive Web App - which behaves like a cross-platform mobile app on mobile devices. If we go this route, will our existing Product Tours (and other intercom features) automatically work on mobile devices? Please advise. Thanks!

1660
R
Top Expert ✨
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Brian C11New Participant
asked in API & Webhooks
Using Companies Scroll API with Company Segments

Hello, I am wondering if it is possible to work around having to make 1 request per company to receive their segment.list object. I just discovered the Scroll API addition, it is great. Am now receiving my companies in 11 requests instead of 987. Would love to have that functionality while making other requests. As it stands you need to provide a company id to receive a segment.list. Wondering if there is a way to perhaps provide a scroll page instead? Or better yet, add parameters to Scroll API requests to include full segment.list objects during Scroll API Companies requests. Thanks! 

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