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3086 Topics
Christine Z
Employee
Christine ZEmployee
posted in Messenger
Feedback Needed! Customizing the Start Conversation Button in the Messenger

Hi everyone 👋 Soon you’ll be able to change the phrase used in the start conversation button on the Messenger Home screen via a drop down of options. We’d love to get your feedback on if these choices resonate and if you have suggestions you’d like to add. Right now we’re considering Send us a message, Ask a question, Chat with us, Talk to us, Contact us, and Start a conversation.    Just let me know in a comment below! PS - this first iteration won’t support a free text input, just a selection of pre-canned options.  Thanks, Christine 

6759
Christine Z
Employee
1 year ago
Z
ZeusNew Participant
asked in Conversations
Notification Sound File

Hi! I wanted to check in if it’s possible to get the File for the Default Notification on Intercom?Would be nice to have it, looking to so a meme with Jack Nicholson The Shining movie scene Thanks!

2343
James at Portcullis
2 hours ago
U
User75New Participant
asked in Article Help Center
Is it possible to only show Help Center collections to certain users?

I'm curious if anyone has been able to find a way to display/hide help articles at the collection level, rather than at the article level? We have several different products and don't want to show all help articles to all users. We can use audience filtering at the article level, but that is too cumbersome to maintain with so many articles. Thanks!

5669
Nathan Sudds
Expert User ✨
5 hours ago
E
Emma A.New Participant
asked in Conversations
Duplicate events for API

Dear Sir / Madam, We are developing an integration with Intercom via the API and events. Recently, prob starting about 1 - 2 weeks ago, we noticed that Intercom send 3 copies of every event. We followed the guideline to send back the ok() on every event we processed, but somehow the duplicate events still come on every event. Did the guideline change? This used to work well but something seems to have changed recently. Best

20
E
7 hours ago
I
Inter C12New Participant
asked in Article Help Center
How can I embed videos in an article?

I want to embed a video in an article, how do I do that?

18425
Nur Nahid
Innovator ✨
10 hours ago
N
Nadia TNew Participant
asked in Conversations
Client time zone is not displayed when calling via intercom

is it possible to make or see in some place, when we call, in which time zone by code the client is? 

31
Nur Nahid
Innovator ✨
10 hours ago
A
AndresNew Participant
asked in Conversations
HTML formatting

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

173
mateusz.leszkiewicz
Intercom Team
13 hours ago
S
sdbagsNew Participant
asked in Workflows
Sachin Duggal : Best Practices for Setting Up and Managing a Beta Waitlist

Hi Everyone, My name is Sachin Duggal, and I lead a growing enterprise in the bag manufacturing industry, dedicated to quality and innovation.I’m about to launch a new product and want to create a beta waitlist for a segment of customers. Here’s my plan:Send a targeted message to customers, asking them to join the waitlist. Collect “Yes” or “No” responses to gauge interest. Prioritize access based on the order in which customers opt in.I’d like advice on the best tools and strategies to:Collect responses efficiently. Manage and organize the waitlist. Gradually release access in a systematic way.Has anyone done this before? Any tips, tools, or examples would be a big help!Looking forward to your suggestions!RegardsSachin Duggal

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S
17 hours ago
I
Ian McCainNew Participant
asked in Conversations
Is there a way to always send an email notification?

I am needing a way to have the conversation transcript to always send when a conversation has either closed or has been left after a certain period of time. Is there a way to currently do this?

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I
1 day ago
M
Michael TothNew Participant
asked in Messenger
OnUnreadCountChange returning wrong value until Intercom widget is opened

I want to display the message count on my custom intercom launcher but I find the count is not being accurately reported by the onUnreadCountChange function until the Intercom widget is opened. When the page is loaded and the handler is initially registered it always returns 0 unread messages until the widget is opened and then it will return the correct number (in this case 2). Here’s an example of what is being logged to the handler before (on load) and after the intercom launcher is clicked. Once clicked the handler receives the wrong number of messages (1) before finally returning the correct number of unread messages (2).import Intercom, { shutdown, onUnreadCountChange, update, showNewMessage, hide } from "@intercom/messenger-js-sdk";// rest of react setup ....useEffect(() => { const initialize = () => { Intercom({ app_id: INTERCOM_APP_ID, name:<redacted> created_at: <redacted>, custom_launcher_selector: '#support',

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M
1 day ago
S
sdbagsNew Participant
asked in Workflows
Sachin Duggal : Using Intercom Workflows to Re-Engage Inactive Customers: Tips and Best Practices

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

181
Graziela
Innovator ✨
1 day ago
Michael Nortei
Michael NorteiActive User
asked in Workflows
Prevent ratings on old conversations

We have enabled the setting to prevent Customers from changing their rating after  a set time (1hr) but this does not seem to extend to conversations that have not been previously rated. We have had a few instances of disgruntled customers going back and rating chats from days prior. Is there a setting to prevent this?

4178
Graziela
Innovator ✨
1 day ago
V
Volt Time B.V.New Participant
asked in Article Help Center
Cannot embed Microsoft Stream video

The video I’m tyring to embed:https://infovolttime-my.sharepoint.com/:v:/g/personal/info_infovolttime_onmicrosoft_com/EeMaRjgK8mNJkhK8bIMM3bkBv30-QY394_Er8t6iZSWtcQ?e=7TOtmG&nav=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0%3D What I see in the article editor:When I try to publish the article: I can publish the article if I remove the embed section..

769
B
1 day ago
Patrick H12
Patrick H12Connector
asked in Fin AI Agent
How do you train Fin AI to respond certain ways?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

252
Graziela
Innovator ✨
1 day ago
S
SeongHoon RyuNew Participant
asked in Messages & Series
IME Composition Issue Causing Duplicate Input – Reported in April, Still Unresolved

Hi Intercom Team,I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.On April 11, Emily from your team responded with the following:"Hey again Eric! 👋This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.So what happens now?Now that your issue has been logged to be fixed, I will wrap u

292
bernice
Intercom Team
1 day ago
M
Muntadher AlabdalyNew Participant
asked in Fin AI Agent
Adding context to fin

1- I want away to add context to fin, more of general guidance of how to best reply; stuff like:Your answer has to be no longer than x lines. Avoid using the following terms. Avoid adding resources to the end of the msg.2- Also, my fin is taking to long to answer, how can I fix it? 

131
Graziela
Innovator ✨
1 day ago
A
Ankit2709New Participant
asked in Product Tours
Product Tour pointers not rendering correctly even after Intercom HTML attribution

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

182
M
1 day ago
L
Linh PhanNew Participant
asked in Surveys
Preventing CSAT survey for both Fin AI and agents from being sent for specific users?

Hi all, some of our clients feel uncomfortable with rating conversations for both Fin AI and human supports every time they open the conversations with us. Is there any way we could turn that off for specific users?  

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L
2 days ago
M
Muntadher AlabdalyNew Participant
asked in Conversations
My WA template isn't being delivered

Hi,So I have connected WA to intercom and I got it all set and connected, I have created a template and it got verified. The issue, when I send WA template to a lead, the message doesn’t deliver correctly to the lead. I have checked with the intercom team and they are on it yet this issue took too long and we are in need for this feature in which we start the conv. with our leads.Thanks you for your help.

70
M
2 days ago
H
Hoda MahmoudNew Participant
asked in Conversations
Adding a tag to the first message sent via SMS in a conversation

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it? 

121
Emilygav
Intercom Team
4 days ago
T
ThaboNew Participant
asked in Conversations
Single page app: Lead conversation is not added to contact conversation

Hi We’ve configured Intercom using GTM in our SPA but we have the issue that a leads conversation history in Messenger is not appended to their contact conversation history when they log in.While logged out, in our sign in page, we use the “install” method to display the messenger and allow the lead to ask questions.Once signed in we use the ‘update’ method to push the contacts data to intercom.We also use “boot” after sign in to force the messenger to show the signed in users data (since its an SPA we don’t rely on page refresh).Based on the above should the leads conversation not be added to the contacts conversation history after sign in?It is not 100% clear to me from the documentation if this is how to actually structure these calls. Any help is greatly appreciated.Other Questions:1) Does ‘install’ method create a new visitor session every time its called? Ie if I visit the login page as a signed out visitor (calls install), then without signing in, I refresh the page, should I ge

61
Emilygav
Intercom Team
4 days ago
H
Hayley NguyenNew Participant
asked in Messages & Series
I couldn't see when my team members are joining the inbox and replying

I couldn't see when my team members are joining the inbox and replying, which means I can't see the status of the chats if they are being handled by other members or not. Please help address my queries!

101
Emilygav
Intercom Team
4 days ago
Graziela
Innovator ✨
GrazielaInnovator ✨
asked in Workflows
Conversation Tags on Workflow

Does anyone know if there's a way to find out exactly where each conversation tag is being applied within the workflow?I’d like to know if it’s possible to generate a report for this instead of manually opening the workflow and searching.    

251
godofprogrammer
4 days ago
T
Tom M18New Participant
asked in Messages & Series
How to create dynamic mail avatars from sender same way as in "Personal" mail template?

I am on my way creating my first mail template and want to use the tiny avatar image at the bottom of the mail showing the profile picture from sender. I saw this in the default mail template "Personal" – but could not find a variable or similar to implement this into my custom mail template. Please help :)

652
M
4 days ago
catjack
catjackNew Participant
asked in Workflows
How can I use workflows to re-engage inactive customers?

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

283
Nur Nahid
Innovator ✨
4 days ago
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