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3123 Topics
H
HillaryNew Participant
asked in Product Tours
How can we launch a product tour from a checklist on a unique/dynamic URL?

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. The URL ends up being some

3655
mateusz.leszkiewicz
Intercom Team
3 days ago
D
darshanhiranandani24New Participant
asked in Conversations
Darshan Hiranandani : How Can We Better Track and Understand Why Users Contact Support?

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

422
megharajput
3 days ago
A
Anton MabeckNew Participant
asked in Workflows
Starting a workflow triggered by when customer opens a new conversation in the Messenger, with a apply rules.

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

171
Angel Horowitz
4 days ago
A
Innovator ✨
Adam WInnovator
asked in Conversations
Is there an easy way to "watch" certain conversations that remain open while they're being worked by other teams?

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

1238
Graziela
Innovator ✨
4 days ago
D
Danny RiosNew Participant
asked in Fin AI Agent
Providing multiple queries that match an article

When creating public articles, you have four components that can help get them discovered:Title Description Body CollectionAI Agent will ingest this content and attempt to provide a best-fit answer based on its knowledge.However, if you want multiple queries to lead to the same article, it seems there isn’t a direct way to accomplish it other than including wording throughout the title, description, and body such that alternative queries may pick up on that language. ExampleSuppose we have an article:Title: How do I add a payment method? Description: Learn how to associate a card with your account.That’s straightforward enough and satisfies a couple ways that queries might go (“add a payment method,” “associate a card with your account”).But, what if I want these other queries to lead to the same article:How can I pay? Where do I go to make sure you can charge me? I received a notice for non-payment. What do I need to do? I’m seeing an error for collecting an invoice balance. How do I

173
Joe Caffrey
4 days ago
C
Chung Tran VanNew Participant
asked in Messenger
Unable to use the code snippet.

I’m having trouble embedding the following code into my Messenger to have like a test. <h1 style="text-align: center;">Intercom Chatbot Test</h1>    <script>        window.intercomSettings = {          api_base: "https://api-iam.intercom.io",          app_id: "dc7kpmmt",        };      </script>      <script>        // We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/dc7kpmmt'        (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/dc7kpmmt';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(document.readyState==='complete'){l();}else if(w.attachEvent){w.attachEvent('onload',l);}else{w.ad

525
Shaq Payne
Intercom Team
5 days ago
J
Jérémy Le VaconNew Participant
asked in Surveys
Customer satisfaction scale

Do you think it would be possible to Extend the scale for the customer satisfaction (from 1 to 10).1 to 10 is now a standard and most of the SAAS companies are using it.

31
Shaq Payne
Intercom Team
5 days ago
R
ricardodavilaNew Participant
asked in Conversations
Can I integrate Voiceflow conversations into Intercom?

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?

243
Shaq Payne
Intercom Team
5 days ago
H
harryjohnNew Participant
asked in Workflows
Using Intercom with HubSpot CRM

How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? I'm looking for guidance on setting up the integration, syncing contact details (Read More), and using automated tasks to enhance marketing and support efforts. Any tips or best practices would be greatly appreciated!

221
Nur Nahid
Super User ✨
6 days ago
G
Gaby CabreraNew Participant
asked in Tickets
SLA targets are not properly displaying in views and ticket details

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work. 

162
G
7 days ago
I
Irsan MardiansyahNew Participant
asked in Surveys
Intercom survey not showing and track event not working when user_id included on intercomSettings

Hi, I'm trying to show intercom surveys and track user events on my website, but the surveys don't show up if I add user_id in my intercomSettings via Javascript API, also I keep getting forbidden requests to track user events, can anyone help? Is there any requirement to use event tracking such as secure mode enabled or added something on intercomSettings? 

323
Emilygav
Intercom Team
7 days ago
T
TomWNew Participant
asked in Conversations
Am I crazy for wanting "mailto functionality" for Intercom Inbox?

I’ve tried explaining this feature request to Intercom support multiple times, and they always seem super confused about it: I want to be able to link into Intercom Inbox in a way that opens a new compose window with an arbitrary email address filled into the recipient list. (Bonus points if we can also pass in subject line.) In other words, what we’ve been able to do for 30+ years with mailto: links, but opening Intercom to do it instead of a regular email client. After quite a few back-and-forths, it ended today with Intercom support telling me that “as a CRM” Intercom doesn’t have the functionality of an email client.Really?All email sent to our company’s support address ends up in Intercom Inbox, where we can read and respond to it, just like an email client. When we want to start a new email conversation with our customers, we go to Intercom Inbox and start the conversation there, manually filling in the To field, just like an email client. (Unless you’re on the mobile app, in whi

504
T
8 days ago
TJ B12
TJ B12Active User
asked in Surveys
Is an NPS score associated with a Contact record when survey is submitted, or can it be somehow?

We'd like to have NPS attributed to user/contact records in Hubspot, and I'm not seeing how it can be done. I am wondering if the NPS score is or can be attributed to an Intercom user so that we an maybe sync it to Hubspot with the Hubspot Data Sync plugin. Any thoughts, input or help here is much appreciated. 

636
E
8 days ago
P
PranjalNew Participant
asked in Messenger
HttpOnly and Secure cookies for intercom

Noticed that the intercom cookies don’t have the Secure and HttpOnly attributes set. Is it possible to do so?Could this be a security issue for our website without t?

361
Jacques Reynolds
Intercom Team
8 days ago
J
Jack EtheringtonActive User
asked in Workflows
Fix Team Office Hours and Inbox Assignment Compatability

Situation:Intercom Workspace has multiple Teams, APAC, EMEA, AMER APAC, EMEA, AMER have different Team Office Hours User is a member of multiple Teams All teams are set up with Balanced Assignment User is active in Intercom inside EMEA Office Hours, but outside APAC/AMER Office Hours Expected:User is assigned conversations from EMEA Inbox Conversations in APAC/AMER Inboxes stay in APAC/AMER Inboxes until Office Hours begin Actual:User is assigned conversations from APAC, EMEA, and AMER

192
Jacques Reynolds
Intercom Team
8 days ago
I
iampaulaaaNew Participant
asked in Workflows
Auto close customer initiated tickets/forms when not filled out

Hi, we have this workflow in place: The problem is, when the customer choose to create a ticket but later on realized that this is not what they need and ignore it or not fill it out, the customer will be stuck. The ticket window will not auto close and if they click the arrow back it will just route them back to the home screen of the messenger. There is no option to start a new conversation because we intentionally disable opening new conversation when there is one open. How can we get the conversation to auto close when customer doesn’t fill out the form? FYI, we have this settings in place but it doesn’t seem to work for this scenario.  Appreciate suggestions from anyone.

221
Jacques Reynolds
Intercom Team
8 days ago
D
darshanhiranandani24New Participant
asked in Conversations
Darshan Hiranandani : Can I Set Up Multiple Inbound Email Addresses for Different Support Teams in Intercom?

Hi everyone,I’m Darshan Hiranandani, We have two support teams for different language groups, with separate email addresses for each:france-support@company.com for the French team germany-support@company.com for the German teamCurrently, we’re forwarding emails to Intercom’s default inbound address, which works for the German team’s inbox. However, I’d like to set up a system where:Emails to france-support@company.com go to the French Support Team inbox in Intercom. Emails to germany-support@company.com go to the German Support Team inbox in Intercom.Does anyone have suggestions or know if this is possible? Any help would be appreciated!Thanks in advance!Regards Darshan Hiranandani

212
Lee
8 days ago
T
TanguyNew Participant
asked in Workflows
Customer Satisfaction - Ask customers to rate their closed conversation

Hello,I hope you're doing well.I’m currently trying to set up a customer satisfaction workflow to collect reviews across different platforms, but I’ve run into an issue.Since we typically close conversations once we provide an appropriate answer, I configured the workflow with “Conversation rating requested is false.”To avoid members receiving a “rate the conversation” prompt every time they send us a message, I added branches with conditions for “Last heard from more than/less than.” However, after making this adjustment, I’m no longer prompted to rate the conversation during testing. To test, I’ve set it up with a low threshold (1 day).I’ve attached the workflow for your reference. If you have any insights as to why it’s not working as expected, I would greatly appreciate your guidance.Thank you in advance for your help, and have a great day!

302
T
9 days ago
S
samuelNew Participant
asked in Messenger
Suggested articles in Messenger with audience targeting

I am using the “Article search” app in my Messenger (on web) and I am not seeing the expected suggested article behaviour described as “Suggested articles will respect your article's targeting criteria”.I have the Intercom Messenger active on 2 domains, “a.example.com” and “b.example.com”. The articles relevant to each domain are organised into collections. I have created an audience for each domain, targeting “Leads, Users and Visitors” with a “Current Page URL” of “contains {domain}”. For example, for “a.example.com” I have an audience configured to “Current Page URL contains a.example.com”. Within each article, under “Fin”, I have selected “Audience” and then chosen the appropriate audience (either a.example.com or b.example.com).The expected result is that when I visit “a.example.com” and open the Intercom Messenger, the suggested articles will be the articles which are assigned to the “a.example.com” audience. Likewise, when I visit “b.example.com” and open the Intercom Messenger,

423
E
9 days ago
L
Lampros StaikosNew Participant
asked in Messages & Series
Is it possible for a user to have different "identities" on a domain and a subdomain for the same workspace?

Hello,I have set up Intercom on my main domain (e.g. https://www.example.com) and I’ve also set it up on my sub domain (e.g. https://sub.example.com). These are two completely separate applications that use the same Intercom workspace for customer support (because they are related to each other in some way). A user can create an account on either one of these two subdomains, however these accounts are not “shared”, in the sense that if an account on www.example.com has the same email address with an account on sub.example.com, these accounts have nothing in common; they are stored in different databases and are treated as completely separate entities, which makes sense considering that they are used in different applications.Here is my issue: On www.example.com and sub.example.com Intercom stores some cookies that I presume are used in the identification of the user. These cookies however have ‘.example.com’ as their domain. The consequences of this are that if a user logs in to their 

851
E
10 days ago
R
Rotem Ben ShitritConnector
asked in Workflows
"Create By" option?

Hi guys,I wanted to know if in the UI there’s an option that is “Create By” or something similar in the workflows?For example: I’d like to do the following:Create a workflow for when a new ticket is being created - if that ticket is created by me, assign it to my colleague. If the ticket is created by my colleague, then assign it to me.Anything like that that i can use maybe? Thanks!

469
E
10 days ago
godofprogrammer
godofprogrammerConnector
posted in Workflows
Looking for Intercom based softwares that can help me in social compaigns according to users locations

I am handling one of my client’s projects, where he is offering translation-based services across the World. I am a developer but confused about how can I automate certain compaigns based projects in all famous languages across the Globe. This is what my client is demanding about it. We have developed certain custom softwares for these things but did not get any reasonable results-oriented.Now, I am looking for some intercom-based software that can help me to start campaigns across the Globe according to the users locations, but with automation-based steps for this Online Translation Agency. 

194
อ
10 days ago
E
Evan CNew Participant
asked in Article Help Center
How can you make links stay in the same window from Articles?

Can you make links open in same window within articles, instead of forcing them to open in a new tab? (they all get generated with target=”_blank)

3243
B
11 days ago
M
MessagesNew Participant
asked in Article Help Center
Links in posts opening new tabs

At the moment if I add a link to my posts it opens in a new tab, which opens in a logged out state. This is a pretty poor experience for the customer. Is there a way for the link to open in the same window?

3683
B
11 days 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?

283
T
11 days ago
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