Product Area

2664 Topics

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annaaldersleyNew Participant
asked in Messages & Series

URGENT — 296 users in segment but only 142 when sending bulk email

I’ve got a specific segment of users uploaded from csv — 296 users in total. When clicking on “send message” and down to “rules” there’s only 142 users. I’ve switched “include those who were unsubscribed” on — but there’s still only 142. Am I missing something here? It’s really frustrating!  Thanks for any help :)

1
aykut.aydin
8 hours ago
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hannah-ffNew Participant
asked in Workflows

How can I disable messenger outside of office hours, then generate a flow to create a ticket instead?

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas!  For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow. 

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17 hours ago
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StuartKNew Participant
asked in Conversations

Tracking content showcase clicks

I’m trying to figure out how I track clicks in the content showcase app. It seems from this article: https://www.intercom.com/help/en/articles/5652381-conversational-support-report that those clicks are not calculated in the report. However understanding the helpfulness of that content warrants some level of tracking.  How can this be done? I can’t imagine it’s not tracked at all.I’m also worried if it’s not tracked it may add to the “Unserved, stopped seeking support” number. Does anyone know if that is true?

1
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1 day ago
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Anika MalhotraNew Participant
asked in Workflows

Phone set up- Call forwarding settings

I need urgent assistance regarding a critical issue. In the previous version of my workflow, I had the call forwarding option set up with my Switch number. While the support team is currently addressing how to utilize the Switch option in the workflow, I've attempted to create a basic workflow for incoming customer calls. However, my workflow is encountering a problem where calls are being disconnected, indicating that they have been switched.I urgently need to remove the number from the call forwarding settings, but I'm unsure how to proceed as the call forwarding in my workflow has been removed by the support team and now there is not way for me to go back and edit or remove the number. This issue is critical, and the forwarding number must be removed to resolve the disconnection problem. Additionally, as I work on a new workflow, calls to the designated number are still getting disconnected, with the message indicating that they have been switched. Any guidance on resolving these is

1
aykut.aydin
1 day ago
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lifanNew Participant
asked in Article Help Center

Export articles into Google Doc

Hi, anybody ever exported the intercom articles into Google Doc? Any tools I can use to achieve this? Thanks!

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aykut.aydin
1 day ago
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AlexisMNew Participant
asked in Messenger

Android unreadConversationCountListener not working after a login

Hello,I’m implementing your SDK on an Android app and I’m facing an issue regarding the unreadConversationCountListener method.After a login, if my user doesn’t have any unread message and I send him a new one from the admin dashboard, the listener receive nothing.For it to work, I need to close and reopen the app but if I logout and login again, the same issue appear.If there is already a message unread when I login, the listener is working and directly send me the correct amount.I tried to move the listener in different places, before the login, after it, at the creation of the app, … but nothing change.I didn’t found directly this issue because it appears only after my pipeline build the app and send it to my Firebase App Distribution.I thought that was because of proguard but I put the rules found in your documentation.Let me know if you need more informations.Thank you

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aykut.aydin
1 day ago
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LilyWilliams09New Participant
asked in Conversations

Closed Conversations

Is there a way to see who closed a conversation? When looking at employees Intercoms it shows the conversation was closed but does not list who closed it. 

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aykut.aydin
1 day ago
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Cecilia Bjerring KnudsenNew Participant
asked in Article Help Center

Get messenger to suggest articles without fin

Hi team, Is it possible to get Messenger to suggest articles based on what customers ask in the chat WITHOUT using fin? Sort of like a deflection scenario with the first question that the user asks? For example, if the user writes in the chat, “I need help transferring ownership of my account”, is it possible to have the chat suggest articles based on keywords in that message, but without using fin? After the suggested articles, it should be possible for the customer to select to talk to an agent.   

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aykut.aydin
1 day ago
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jonathanNew Participant
asked in Conversations

There isn't an option on inbox rules to make sure an incoming email is "not spam"?

Our website enquiry form is sent over to intercom as an email however Intercom is flagging 100% of these emails as spam. No rules seem to override this, even if we set successfully filters to tag the email, assign it to a team etc, the email still goes to spam. We NEED the ability to set a filter to NOT set it as spam as we know it's not. Standard option in a normal email client like Gmail. Lacking control of spam filtering in Intercom, no options to control. Too basic. (+ The add topic option on this form to submit question does not work BTW)

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1 day ago
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Nicole MearsNew Participant
asked in Conversations

Exporting Intercom Conversations in JSON to Amazon S3

If I export my Intercom conversations as JSON to Amazon S3, will the export include all my conversation content (specifically the full text of conversations between my agents and visitors)? Or will it provide the same conversation data that is available on Reports > Data Exports > Tickets > Conversations?

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1 day ago
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tvieiraNew Participant
asked in Conversations

Can I split a conversation into different issues?

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1. 

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1 day ago
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Yuval BitonNew Participant
asked in Messenger

Reopen closed tickets limitations

Dear Community,I would like to inquire if it's possible to adjust our system settings to allow clients to reopen a closed conversation within a six-hour window. Currently, the system permits reopening only with day-long intervals, which is too prolonged for our needs. Post the six-hour period, clients should be required to initiate a new conversation to address distinct issues, ensuring each matter is appropriately tracked.Thank you for your assistance!Best regards,Yuval.

1
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1 day ago
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Rachel MoodyNew Participant
asked in Conversations

Possible to add Conversation Id to email subject? Or otherwise associate email replies with existing Salesforce cases?

Hi! We’re trying to resolve an inconvenience in our Salesforce org where if a customer replies to an Intercom conversation via email, their response creates a new case in Salesforce instead of getting added to the existing case. I could set up a flow in Salesforce to associate these new email responses to their existing case if we could get the conversation Id into the email subject. Is there a way to do this? Or has anyone else found a better way to tackle this in Intercom/Salesforce? 

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1 day ago
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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!

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1 day ago
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Boris RalicNew Participant
asked in Messenger

Help desk for Multiple products

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

0
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1 day ago
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Harsh ChaudharyNew Participant
asked in Conversations

How to stop automatic assignment to teammate after reply to conversation?

Emails via a workflow come to my Team. These emails are not assigned to any teammate. When replies are sent to these emails, they get automatically assigned to a teammate. I want to stop this automatic assignment on reply. I want the conversation to remain only assigned to the Team not to any teammate. How can I achieve this?

0
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2 days ago
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Stefan MNew Participant
asked in Article Help Center

Is there a way to serve Intercom with Content Security Policy without style-src: 'unsafe-inline'

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

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2 days ago
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Natasha GazvodaNew Participant
asked in Conversations

[BUG] Attachment files issue

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

2
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2 days ago
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Susan VeronaNew Participant
asked in Article Help Center

Can you help me run a report with all articles in the domain and include the URL?

Need reporting guidance.   Is there a way to download a list of all intercom articles in the domain and include the article URL in the report?   

5
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2 days ago
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Ophélie Le BrasNew Participant
asked in Workflows

Error "Starting the first path with non-text messages..." on workflow creation

Hello !I created a workflow and at one point I started getting an error on the first path.The message is on the screenshot : Starting the first path with non text messages is only supported from...”I don’t understand it because i think the first path is a text message with “Bonjour...”Have you an idea to resolve the issue ?Thanks in advance !  

2
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2 days ago
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SarahatFelixNew Participant
asked in Workflows

Ending workflow after customer abandons chat

Hi there!  We are new to using workflows to help manage conversation volume and finding a lot of chats stay open because customers abandon the chat when they have found their answer, and don’t tell us. I’ve see you can turn on the feature to auto-close incomplete workflows after X minutes of inactivity, however, we don’t want EVERY path to auto-close, just certain ones, or at certain points. For example, if a customer reaches out asking to do X task we send instructions on how to complete it. We then follow up with a message asking if we can help with anything else and give the options:“That’s all” → This prompts them to rate the conversation and closes it “I have another question” → This routes them back to the beginning set of options “Can I speak to an agent” → This prompts a message that they’ve been connected to our support team, and asks if they have anything they’d like to add with then the option for the customer to type a responseIf the customer doesn’t select any of these opt

0
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2 days ago
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alabbyNew Participant
asked in Article Help Center

Is there a way to include an excerpt of an article in another article?

In the knowledge base, we have a Glossary of Terms page. For some longer articles, I’d like to be able to pull specific terms and definitions from the Glossary of Terms page and display them in the second article. In this flow, if I needed to modify the wording of a definition, I would update it on the Glossary of Terms page, and that would flow into the second article, instead of having to update the definition in two+ articles. Is this possible?

0
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2 days ago
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Aaron LifshinNew Participant
asked in Conversations

Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

10
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2 days ago
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PacoNew Participant
asked in Workflows

Is there a time delay when you set a workflow live?

Hi everyone! Just wanted to know if there is a time delay in between setting a Workflow live and when you pause an existing workflow? When I make an edit to a workflow or create a new workflow for the same page that I am using, I noticed there is a delay in between pausing a workflow and setting one live. Usually the paused workflow will stay “live” for a sometime. 

1
bernice
2 days ago
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Caroline CarpenterNew Participant
asked in Conversations

Messages from partner using Gmail keep going to spam, despite being marked Not Spam multiple times

A partner company uses a Gmail address to contact us, and those messages have been routed to our Intercom spam folder, despite being marked Not Spam multiple times. How can we prevent this and ensure their messages are seen by our team?

1
bernice
2 days ago
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