Intercom Product Area

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.

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

Hello guys, please i need help I would like to integrate some workflows where if an agent identifies a new customer and inputs their contact details as a lead, an automated email is sent to the customer and then 3days later, a follow-up mail is sent as well. I have checked the internal workflow, but i cant find something of such.I also want to create workflows on escalated tickets from intercom and its sent to slack channel directly for bug reports, Automating first response time and resolution time. 

Hey friends! 👋I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? Any advice, best practices, or snippets you can share would be so appreciated! 💖

I am trying to integrate JIRA for Cloud with my Intercom Inbox. However, once a JIRA ticket is created, it is not getting linked to the Inbox panel. I manually added the link as well and it says in the note that the linking was successful - still do not see anything here.Am I missing anything? 

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

periodically i see this error on the bottom of my page Error: Minified React error #185; visit https://reactjs.org/docs/error-decoder.html?invariant=185 for the full message or use the non-minified dev environment for full errors and additional helpful warnings. at au (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:324482) at Object.enqueueSetState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:291102) at y.setState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:395212) at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js:178:69929) at Sl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322483) at kl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322169) at wl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:321713) at https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333376 at xu (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333878) at fu (https://js.intercomcdn.

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely. For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package. 

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId? 

We want to export full extracts of our conversations from our workspace - how can I do this?

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de