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2714 Topics

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Connor RobertsNew Participant
asked in Tickets

Can you edit back end ticket notes?

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

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3 months ago
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User2397New Participant
asked in Product Tours

I can't select the drop-down on a product tour

Here is what I'm trying to do: Select the box for the pop up optionsSelect an option Here's a video, and I'm not sure why I can't figure this out?    

4
U
3 months ago
Michael Nortei
Michael NorteiActive User
asked in Conversations

Unique Users Metric

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

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Michael Nortei
3 months ago
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Phuong HUYNHNew Participant
asked in Messenger

Issues with the Intercom Messenger in Vietnam

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

1
aykut.aydin
3 months ago
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karol tNew Participant
asked in Conversations

Using conversation attribute in macro.

Hey!Is there a possibility for macros to use values set in custom conversation attribute?I have some extra information that I store in custom attribute but I see no way of using it in the macro.

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3 months ago
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Jake S13New Participant
asked in Article Help Center

Replace article content based on rules

We're expanding our product offering into another business domain. This business domain uses different naming and sometimes different behavior for a given product or feature. We have a lot of articles. We would like the existing article content to adapt to a given business domain. Ideally, I set a section of content in an article to display if it meets my rule. This way we wouldn't need to copy the whole article and maintain two articles about the same thing. For example: Rule 1: Target audience = user.businessVertical = clothingRetailRule1 = true ? clothing : car;  Article Content Hello valued RULE1CONTENT customer.  Article Resolved Content (user.businessVertical = carRetail) Hello valued car customer.

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3 months ago
Alex M16
Alex M16New Participant
asked in Messenger

Are there any plans for conversation data points to have data dependency from other data points?

In Salesforce, there are ways to create Categories and multiple sub catergories to these data points. So lets say you have two categories: Category 1 and 2.  In Category 1, you have the option to choose from X amount of options. When you choose one option, it will show specific data points to choose from in Category 2. The reason we are looking for this is to have more consistent data chosen in Intercom while also offering more data to choose from. We would love to have more specific data chosen in drop down lists but don't want to add too much to them right now as it just becomes too much to choose from.  Just curious if there's been any demand for this.

5
A
3 months ago
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Erica AllisonNew Participant
asked in Article Help Center

Are Collection URLs Static?

I see that when you make a change to an article such as editing the title, it will change the public URL of the article. I understand that even with an old URL, Intercom will always redirect the user to the latest article. I am curious if this same logic applies to a Collection? Is there a way to get a static URL for a Collection? Thank you. 

1
bernice
3 months ago
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ChelseaRentPrepNew Participant
asked in Article Help Center

HelpCenter Collections

Is there a way to connect a help center collection to multiple help centers?

1
bernice
3 months ago
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lifanConnector
asked in Messages & Series

has anybody tried any AI for automated customer service ?

I was trying to use chatGPT for my customer service. When I search GPT in the app store, it looks like there are FederaGPT, Albus, and Aissistant. Has anybody used any of these services? Any comments?

1
Jacob Cox
3 months ago
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User1639New Participant
asked in Messenger

Opening articles in messenger doesn't work

Hi,I’ve got a problem with opening articles in the messenger. You can test this problem on this website: https://community.intercom.com/Click on an article in the list under “search for help” The article opens, click on the back icon Click on another article in the list under “search for help” The article doesn’t open, the messenger is blank and doesn’t respondI’ve also got the same problem with opening articles with window.Intercom(“showArticle”, 12345), sometimes the messenger doesn’t open the article and is blank and doesn’t respond. I think this might be the same problem.Step 1:Step 2:Step 3:Step 4: 

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Jacob Cox
3 months ago
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Yuval BitonNew Participant
asked in Conversations

Why can't I add more attributes to my Intercom?

Whenever I try to add a new attribute, I get a red warning stating, "Items with duplicate labels cannot coexist in the same list." Though I understand the message, I'm certain there are no duplicates. Has anyone else faced this issue and can offer advice? Thanks! 

3
Y
3 months ago
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User2397New Participant
asked in Contacts & Companies

Is it possible to assign a user to an existing company?

if we receive an email from a new user that is part of an existing company, we do not have an easy way to link them to the company.  I do not know how to do anything with API and it seems silly to hire a developer everytime I need a little change.

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Jacob Cox
3 months ago
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PacoNew Participant
asked in Workflows

Needing Help with Conversation Tags

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

2
Jacob Cox
3 months ago
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kaapoNew Participant
asked in Article Help Center

Please how do i setup intercom using the expo intercom plugin

I'll really appreciate any help.

2
R
3 months ago
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EthansNew Participant
asked in Messages & Series

How long does it take for a user without userId or email to store messages?

I sometimes share messages with users who are not logged in.At this time, I experienced a phenomenon that the message I sent yesterday disappeared today, and I would like to know the message storage time of the guest without id and email.Also, I would like to check if this can be changed in method or intercom setting.

1
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3 months ago
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ranker01New Participant
asked in Workflows

I have passed correct API key but still it showing API key error

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

2
C
3 months ago
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truiz-ricoNew Participant
asked in Fin AI Agent

Problems when cliclinkg set activate FIN

I have Starter license. Every time I try to activate FIN it forces me to hire customised answers. Please can someone help me to know how i can activate fin by skipping this step.Thanks in advance. Best regards. Teresa

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aykut.aydin
3 months ago
Gerardo Rodriguez
Gerardo RodriguezNew Participant
asked in Tickets

Has anyone been able to find a workaround for conversation data hierarchy?

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

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aykut.aydin
3 months ago
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SelvamConnector
asked in Workflows

A/B Test (Customer visit a page segment)

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference. 

2
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3 months ago
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Product TeamNew Participant
asked in Conversations

Conversation Tagging

Why does intercom not allow level hierarchy in tagging conversations?

1
Nathan Sudds
Expert User
3 months ago
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Kitty VanhoutteNew Participant
asked in Surveys

NPS per inbox

Is it possible to receive an NPS score/inbox or team member? Thanks! 

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mateusz.leszkiewicz
3 months ago
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Saban1255New Participant
asked in Messages & Series

have a good day

Have a nice day 

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mateusz.leszkiewicz
3 months ago
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Lior Bar-DovNew Participant
asked in Product Tours

Issue with Page Reload on Product Tour Link Click

I've integrated a Product Tour link into a banner using Intercom. However, I've encountered an issue where clicking on the Product Tour link causes the page to refresh itself before initiating the tour. Ideally, the tour should start seamlessly since the banner appears on the same page where the tour begins. Is there a method to prevent this page from reloading upon clicking the link? Thanks!

2
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3 months ago
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Gabrielle TripoliNew Participant
asked in Article Help Center

How to embed an Image URL in an article?

I am trying to embed an image URL into an article so we can quickly replace images by just updating the image url in our image repository. How do I do this in Intercom? I tried putting the code <img src=”https://examply.io/image.jpeg”/> into the Insert Code block but this populates no images, as if the code does not work but the code is correct. I followed this article on Intercoms website that states you CAN insert this type of code into a help center article. Any advice is appreciated!

1
bernice
3 months ago
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