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2903 Topics
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User399New Participant
asked in Messages & Series
Filter out disengaged users in email messages within a Series

When editing an email message in a regular campaign, in the select audience section, there is a very useful filter to avoid SPAM folders, which excludes disengaged users (users who hasn't opened past 20 emails or so). I can't see such a feature when editing an email within a Serie. Is there a workaround? is this filter set by default when the message is within a Serie?

2
U
3 years ago
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User377New Participant
asked in Product Tours
How do I set up the same Product Tour to be used across different organisations?

We are a LMS platform that hosts learning content of different organizations. We have a product tour on how to use our platform, but diferent organizations are set up with dufferent brandinng colors etc. How do we set up the tour in such a way that the same tour appears for different organizations.

2
J
3 years ago
Eric Fitz
Eric FitzEmployee
asked in Messages & Series
🏆 Win a workshop with a Series expert!

Share a screenshot of a Series you’ve created and be in with a chance to win a personal workshop with a Series expert. There’ll also be some great Intercom swag up for grabs! (Entries will close on the 3rd November)  A few more details:Post an answer with your screenshot to be in with a chance to win.Please include a brief description of the Series and it’s goal alongside your screenshot.The Series does not have to be live, it can be a draft.Message and Rule blocks should be clearly named and visible in the screenshot.Make sure to block out customer information or anything which may be commercially sensitive.You can include multiple screenshots if your Series is large or complex. @General Chit Chat​

5
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3 years ago
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Rob M11New Participant
asked in Messages & Series
Will an auto message send every time a user matches the sending criteria?

If I set an ongoing outbound email to "when {{ custom data attribute }} is exactly 1 day ago", will this email send every time the custom data attribute reaches 1 day ago, or will it only send the first time this is the case? Follow up, if it is set to "when {{ custom data attribute }} is less than 5 days", will it send every day when it is less than 5 days, only once from days 1-5, or only once per contact regardless of how many times the custom data attribute is reset and enters this range. Thank you.

1
R
Top Expert
3 years ago
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User408New Participant
asked in Messages & Series
Is there a way to set conditions trigger

Hi, is there any way to set conditions trigger between steps, for example, wait one day --> if number of orders increased, switch to [this], else, switch to [this] Thank you

2
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3 years ago
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Carolina JNew Participant
asked in Messenger
Opening the Messenger message window by default?

If we want the Messenger Launcher to open by default when a page loads, is there an easy fix we can add to the JS snippet?

2
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3 years ago
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User224New Participant
asked in Messages & Series
Is there a way to limit a post to only send to the first 100 users that meet the defined criteria?

Is there a way to limit a post to only send to the first 100 users that meet the defined criteria?

1
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Top Expert
3 years ago
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Denis TaranetsActive User
asked in Contacts & Companies
How can I build a report about which user tags were applied, by whom and when?

Hello, team. I would like to find a way to monitor specific tags. Which users got tagged, by whom (specific agent, bot, series). As I can see, the information about who and when set the tag is available in intercom, but I cannot find any way to filter this info. I checked the teammate logs (there is no Tag-related activity written there).And of course the standard "People" section. Filter "tag" only work as yes/no attribute. Perhaps anyone got an insight on this? Thank you in advance

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3 years ago
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Denis TaranetsActive User
asked in Contacts & Companies
Users deletion/archiving logs

Hello, Intercom community! Is there a way to monitor the deletion/archiving of users by the teammates? Also, can we somehow limit rights to archive/delete users for some users (i did not find such a setting in the permissions settings)

4
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3 years ago
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PiaConnector
asked in Article Help Center
I want to customize URL of the certain article or section

Hi! I have Help Center by Help Docs active on our website. We are ready to change Help Docs to Intercom. However, we have a large scale communication campaign active where we are directing our customers to certain help center article. We are going to move Intercom Help Center to the domain where Help Docs is located. Am I able to customize Intercom Help Center article URL´s to match the ones Help Docs are have right now? Or is my only option to automatically re-direct customers from certain URL´s to the new ones? Hopefully you get what is my use case and give you opinion to the matter 😅

1
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Top Expert
3 years ago
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EzraConnector
asked in Messages & Series
The rules available for "when to proceed" don't allow me to target user segments.

Hello, I want to set rules based on user segment.  For example, as a scheduling app, if someone has not scheduled their first meeting, I want to direct them to a re-engagement email sequence. Otherwise, they can progress. Here's my question: if I don't set any rules (because meetings are not associated with a URL or time on a page), can I use the "Who will proceed" section to target the user segment we to proceed, will that group progress? Additionally, will users who don't fit that parameter be considered "not matched" and proceed accordingly?  I've attached a screenshot demonstrating the concept.

2
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3 years ago
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BelleNew Participant
asked in Conversations
Why is there such a big difference in my median first reply time when I export my reports?

Hello! Currently I am exporting data from the "exports" tab under "customer support", by team participated.  One thing I have noticed in pulling this data is that the med first reply time in aggregate varies vastly from the med first reply time per team participated in aggregate that is displayed in the UI under the "responsiveness" tab under "customer support".  For instance, I am pulling a med response time for a count of 109 conversations for Medicare-Tier 2 from the export for 10/12 and it shows 1:01 minutes.  However, within the "responsiveness" tab it shows 19 minutes for Medicare-T2 med first reply time and 106 conversations.  Can you help me understand why this is so different?

2
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3 years ago
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Erik ENew Participant
asked in Messages & Series
Why is my workspace under review?

I get the message "Email can't be sent right now as your workspace is being reviewed. We've emailed your workspace admin with more details." No email from Intercom and chat is unresponsive. What do I do? This is very frustrating, as we've just moved our emails to Intercom, and are now having to move it back to Salesforce.

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Eric Fitz
3 years ago
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User281Connector
asked in Conversations
How can I reporting on customer satisfaction?

how to count the customer satisfaction?

3
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Top Expert
3 years ago
Kevin Bendixen
Top Expert
Kevin BendixenTop Expert
asked in Article Help Center
Usage/Visibility of your help center.

I'm the main person responsible for our help center at my workplace. When I look at the conversations that our support handles I often find that our users don't seem to know that there is something like a help center. We do link to articles in lots of marketing content, in product tours and added the search in the messenger. We even have a "Help" button in our product that links to it.I also encouraged our support to send the fitting articles whenever possible. Is there anything else that worked for you? Were you able to increase the views for articles somehow? Curious to hear some insights.

9
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Top Expert
3 years ago
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User388New Participant
asked in Messages & Series
How do I remove the red bar that reads "there is no variable content after importing an html into the mailer section of intercom?

Ive been struggling with this for the past few months and seems no one can assist me with a permanent solution

3
Eric Fitz
3 years ago
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Top Expert
RoyExpert User
posted in Messages & Series
Hi, There is a bug during the creation of an email template from HTML.

Hi, There is a bug during the creation of an email template from HTML. 1) Start creating a new e-mail template2) Switch to HTML editor3) Paste long HTML code 4) Click e-Mail subject and try insert attributes You will get: Attribute window hides in front of the editor :/  BTW: Attributes are not supporting in HTML editor :/ (This is a feature request). @eric f11​ 

1
Eric Fitz
3 years ago
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User394New Participant
asked in Messenger
Hi , I have embedded a survey link to a button and the survey is sent to the user in messenger . The survey loads inside the messenger as an iframe and the user takes up the survey

How do i know when the survey is completed by the user so that I can return a "Thanks for responding" canvas component . How should i close the loaded iframe. ?

3
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3 years ago
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Cameron FNew Participant
asked in Messenger
How do I populate lead information from a Facebook ad conversation?

Is there a smart way to pull through users information,eg telephone, postcode etc from a Facebook conversation (ad). Leads that land in our inbox provide us with the key details we need but I cant edit any of the fields on the right hand side? any ideas?

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Eric Fitz
3 years ago
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User354New Participant
asked in Article Help Center
How do I disable the Messenger in the Help Center?

Customers appear as unidentified when contacting the support team while navigating the help center\reading an article in the Help center, how can I disable the chat option in the Help Center? When customers enters our Help Center website they have the ability to contact the support team via the intercom chat button. The problem is that they will appear as unidentified in the inbox, leaving the support team unable to answer them (if not in real time). Is there any option to disable the Chat option in the Help Center?

2
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3 years ago
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Denis TaranetsActive User
asked in Messages & Series
Post->Push->Post combo in Series

Hello, Intercom Community.I would like to create a Series that would use the combination of posts and pushes.The desired outcome1) user is entering the series2) we are waiting for some time and sending the POSTIF the post IS delivered (user was online), we will wait for another period of time and will send another post (of course, if the exit rules were not triggered)IF the post IS NOT delivered, we will send a push notification3) we will wait for another period of time and repeat post->push with the other messages On the screenshot you can see the draft. I would like to clarify a couple of things.If the post IS NOT delivered (user was not online), we are sending the push. Ideally user is clicking on it and opens the APP. WILL the previously send post be delivered since the user visited the platform? Or since we moved from the post to the push, Series will not send previously planned Post?If the post is not delivered and user did not enable Push Notifications or don't use the m

5
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3 years ago
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StéphanNew Participant
asked in Product Tours
Is there a way to append a query string in a link click (Click on the element) or to set a completely different URL to the target?

We have some automated behaviors in our application that should preferably not run during the product tour. I'd like to be able to append "?producttour=1" in the URL so we can deactivate some functionalities in the code. Is that something that's possible or that will eventually be? Thank you

3
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Top Expert
3 years ago
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Francisco ANew Participant
asked in Product Tours
When a product tour is running each steps that we go through I get a black box with the following text "Intercom live chat tour" and this gets accumulated in the screen. It produces a bad user experience. Look at the image. Can you help?

1
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Top Expert
3 years ago
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User384New Participant
asked in Article Help Center
How do I set up the help center to display content to users in different countries? If for example, they both speak English e.g. UK & USA? I see there is support for separating based on language but don't see instructions for doing so based on countr

Also on top of this, how would I send different users to different teams based on the same criteria?  

4
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Top Expert
3 years ago
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Ashley FNew Participant
asked in Contacts & Companies
How can I import Company tags?

Sometimes I need to tag hundreds of companies with the same tag e.g. "Integrated Company". I can't find a convenient way to do that in bulk all at once. Any suggestions?

5
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Top Expert
3 years ago
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