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2671 Topics

H
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. 

3
J
6 days 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?

2
S
7 days 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
7 days ago
L
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!

1
aykut.aydin
7 days ago
A
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

1
aykut.aydin
7 days ago
L
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. 

1
aykut.aydin
7 days ago
C
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.   

1
aykut.aydin
7 days ago
Y
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
E
8 days 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? 

1
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8 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
S
8 days ago
O
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
S
8 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
A
8 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
9 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
9 days ago
A
Anton van den BergNew Participant
asked in Conversations

How to disable sending messages for an email domain but whitelist some specific emails?

Hi all!I’m trying to achieve the following situation regarding users being able to send messages via intercom: Let users start a a conversationMatch all:email does not contain @doe.com EXCEPT john@doe.com & an@doe.com.  We have multiple customers with multiple domains, but only for this specific domain we want to block it for all users except a few so that they are the only ones that can talk with out support. Who can offer me some advice? Thanks in advance! 

3
Jacob Cox
9 days ago
B
Ben S11Connector
asked in Conversations

Can you change or add custom snooze times for your agents?

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

7
sean.reid
10 days ago
P
Portal SupportNew Participant
asked in Messenger

How to implement CSP with Intercom?

We need to add a Content Security Policy to our application that adheres to the following requirements:include a 'default-src' directive to act as a fallback for other resource types when their policy definitions are absent set explicit CSP 'script-src' and 'style-src' directives, without the use of wildcard domains not utilize any 'unsafe'- prefixed directives.Reading through this article in Intercom Help, i think point#2 above can be addressed (but please confirm), and also advise if points #1 and #3 can work with Intercom (e.g. can we avoid using the 'unsafe-inline'?)

5
Jacob Cox
10 days ago
Sam M13
Sam M13New Participant
asked in Workflows

Sending Unanswered Fin Questions to Slack

We are looking to open Fin up to internal employees (sales, onboarding, CSM’s, etc) to help answer product questions. We have generally used a Slack channel to answer these questions. So what I would like to do is find a way to auto send the teammate’s question to that Slack channel if Fin can’t answer. Any suggestions on how to do this?Attached is the Workflow I had attempted, where “Get more help” sent a notification to the Slack channel, but it didn’t show up as messages normally do. (Screenshot also attached of how it came through.)

3
Jacob Cox
10 days ago
M
Michael L12New Participant
asked in Article Help Center

Why isn't there a way to embed an inframe in the help center? This seems like a must-have!

Why isn't there a way to embed an inframe in the help center? This seems like a must-have!

7
Jacob Cox
10 days ago
I
IbroNew Participant
asked in Messenger

forward email

Is there a method for forwarding an email from Outlook to Intercom? Despite my attempts and following the FAQ, I have not been successful

3
Jacob Cox
11 days ago
K
Kristine M12New Participant
asked in Tickets

Auto-convert conversations to tickets

Has anyone been able to create all chats to tickets automatically when they are submitted AND also transfer the required conversation fields and company specific data to the ticket this way? We would like to introduce the Customer Portal to our customers, and they would like to see all their interactions with us. Since the Customer portal ony supports Tickets, this means that we would like to automate the process of changing the chat into a ticket once they are submitted. Unfortunately, currently, when you automate this, the conversation data required fields are not taken into account and also company data in not synched over.Anyone has found a workaround or solution? Thank youKristine

3
Jacob Cox
11 days ago
A
Anthony P12New Participant
asked in Surveys

Is there a way to be notified when a survey response is submitted?

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

5
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13 days ago
T
thisisntjonNew Participant
asked in Fin AI Agent

Leveraging FIN for Analyzing Large Sets of Emails That Aren't in Intercom

Hello,I am lucky enough to be sitting on a lot of emails around 100,000 from conversations that we have had through email. My main goal is to figure out how we've been solving our customers' problems. I’m thinking about using FIN to help make sense of all this data and hopefully teach it to understand how we resolve different issues so that it can make suggestions and learn.I am wondering if anyone has attempted to feed FIN conversations and how that has worked out or if there is a better way of doing this. I may just take the previous year’s worth of emails and attempt to upload as a PDF. I know this data is useful.I have been looking for a way to import the conversations into Intercom but it does not seem possible. If anyone has been in this situation before I would love to hear how you tackled it.I’m really open to suggestions on how to pull this off or if there’s a better way I haven’t thought of.Thanks,Jon

1
aykut.aydin
14 days ago
N
Nathan BlinnNew Participant
asked in Workflows

How can I access the conversation ID in a workflow?

Hello, I am currently working on a project wherein we want to add a note whenever a customer starts a conversation. The note will contain a URL based off the conversation ID. So if a customer creates conversation 1234, we will leave a note example.com/whatever/1234.It does not appear that the workflow “add a note” action allows me to populate the note with the value {{conversation.id}}.Is this something that would be possible to add support for? The only workaround I can think of is to create a custom action which POSTs the conversation ID to some API endpoint which responds with the ID, store the ID as a custom attribute, and then use that custom attribute in the note. This is less than straightforward and seems more difficult than simply referencing the ID directly from the “add a note” action.Is this something that Intercom can support?

1
mateusz.leszkiewicz
16 days ago
D
darshanhiranandaniNew Participant
asked in Conversations

Darshan Hiranandani - How do I configure the default contact for an inbound email to utilize the reply-to address?

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

1
mateusz.leszkiewicz
16 days ago
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