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2670 Topics

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Natasha GazvodaNew Participant
asked in Conversations

[BUG] Attachment files issue

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

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mateusz.leszkiewicz
14 days ago
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Christopher RobischNew Participant
asked in Conversations

Several Users experience "There was a problem starting this conversation, please try again"

I am wondering why this error would occur for different users attempting to send messages via Intercom Chat to different customers. Trying to find out some troubleshooting steps for our end-users getting this error when messaging customers.   

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mateusz.leszkiewicz
14 days ago
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Keti BosikashviliNew Participant
asked in Messages & Series

Can I use event metadata as parameter in e-mails

I tried to send personalised email to my user and used event metadata with some parameters into email.I created data attributes, new event with metadata  Triggered series on this event Created email, and inserted event parameters there, but the problem is that when I receive email, value from event metadata custom_attributes are always empty.Is there any way to fix it?Thank you

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mateusz.leszkiewicz
14 days ago
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Gideon TNew Participant
asked in Fin AI Agent

Can Fin perform actions based on the user?

Can Fin AI bot authenticate a user and allow the user to perform certain actions specific to the user?  I’ve explored custom objects and actions but it seems to me that anyone using the Fin AI chatbot would be able to ask questions related to it. For example: Retrieving order info, requesting refunds, listing all my orders/products specific to the logged in user. Thanks 

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mateusz.leszkiewicz
14 days ago
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Stefan K12New Participant
asked in Messages & Series

How to track Youtube views?

Hey, We're using messages to point users proactively to individual Youtube videos embedded in the messages. Is there any way to track if people actually use them?

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14 days ago
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Alex L16New Participant
asked in Article Help Center

Help Center via Cloudflare, Error 1014

Hi.  I’ve created a CNAME per these instructions:https://developers.intercom.com/docs/guides/help-center/custom-domains/ But am currently getting an error 1014 via Cloudflare.  Are these instructions obsolete, any solves? 

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bernice
15 days ago
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Alexandre BougraNew Participant
asked in Workflows

How to insert a linebreak in a conversation attribute

Hello,I’m working on a workflow for a chatbot using an API. My issue is simple, this API is returning content from our API that I need to display on Intercom Messenger.It’s working fine but with an issue: line breaking (\n) are ignored. I tried with <br /> but it wasn’t my best idea → the “<br />” will appear in the conversation. I checked the API response in the custom action log, the API is returning JSON as planed, with some \n or \n\n. They just disappear when the content is used in a message in Intercom Messenger. Any idea to fix this ?  

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Jacob Cox
17 days ago
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Graham CoxNew Participant
asked in Article Help Center

SSL setup for Link Branding Question

HiThis may seem like a strange question but thought I’d askCan SSL be setup on a domain that is unhosted? The domain I want to use for link branding is just used for my email addresses via Google Workspace. So don’t need hosting for it other than for link branding. Thank you.Graham

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Jacob Cox
17 days ago
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MoiAussieNew Participant
asked in Conversations

Forwarding an email externally and removing it completely from Intercom

I can see how to forward emails out of Intercom. But how can I make sure that when the conversation continues externally, then I don’t get sent all the conversations into Intercom?

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Jacob Cox
17 days ago
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GernotNew Participant
asked in Surveys

Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

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Racheal
18 days ago
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Sandra ONew Participant
asked in Product Tours

Can three product tours on a different product feature run at same time?

Can three product tours on a different product feature run at same time?

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K
18 days ago
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Oleh KoltsovNew Participant
asked in Messages & Series

Notification to indicate, that I'm in Away mode

Hello evetyone! I need your help. Could you please tell me how can I enable notifications to indicate that I'm writing from Away mode? Previously, when I was in this mode and messaging clients, I would be prompted to change my status to online. How can I restore this functionality

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19 days ago
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Murat MutluNew Participant
asked in Article Help Center

Zendesk redirect not working

Hi everyone,We redirected from Zendesk today but noticed the URL https://help.ballparkhq.com/hc/en-us isn’t redirecting to  https://help.ballparkhq.com/en/  and showing an error if you see the end of the URL, Zendesk appends all its URLs with /hc/en-us but that doesn't seem to exist in intercom for their english language version of the help center Any ideas what has gone wrong?

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19 days ago
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FazalNew Participant
asked in Messenger

Need Help with Adding Bottom and Side Space in Messenger

Hi everyone, I've been tinkering with the messenger settings, specifically trying to add some space at the bottom and sides, but I've hit a bit of a roadblock. I've tried fiddling with the code and exploring the Intercom web settings, but so far, no luck.Interestingly, I've managed to switch the messenger's side from left to right and vice versa successfully, both through code and the web settings. However, adding space seems to be a bit trickier.Just to give you a bit of context, I'm working with the react-use-intercom package.Any insights or guidance on how to achieve this would be greatly appreciated!Thanks in advance for your help.

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Larissa
19 days ago
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feversocial teamNew Participant
asked in Tickets

How to handle the need for multilingual Ticket forms?

 I understand that ticket names don’t support multiple languages.Ticket type names and attributes don’t get translated / localized in the Messenger even if you support multiple languages. What’s your advise now?Should we create multiple ticket types just to handle the name display? But can we show different ticket types based on languages?

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aykut.aydin
20 days ago
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ilikeblueskyNew Participant
asked in Messages & Series

iOS crash when user tap on recent message everytime

Changing the translatesAutoresizingMaskIntoConstraints property of a UICollectionReusableView that is managed by a UICollectionView is not supported, and will result in incorrect self-sizing. View: <ICMDayTimestampDividerReusableView: 0x14a07f060; baseClass = UICollectionReusableView; frame = (0 0; 0 0); layer = <CALayer: 0x28380cb20>>*** Assertion failure in -[NSLayoutConstraint _setSymbolicConstant:constant:symbolicConstantMultiplier:], NSLayoutConstraint.m:669*** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'NSLayoutConstraint constant is not finite!  That's illegal.  constant:nan firstAnchor:<NSLayoutDimension:0x282305040 "IntercomSDK_ITBAnimatedImageView:0x14a0959b0.width"> secondAnchor:(null)'*** First throw call stack:(0x1887da678 0x180a57c80 0x187d38d38 0x1a8f86ab0 0x1a8f866f8 0x1a8f865f4 0x10625f680 0x10625f2fc 0x10625f180 0x1062c9ecc 0x106216778 0x106295944 0x1062173fc 0x1062175f0 0x1061a4958 0x106176fa4 0x106176b6c 0

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aykut.aydin
20 days ago
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LennardNew Participant
asked in Workflows

Reliably route customers to correct language support?

We are currently re-structuring our Support workflows for our app with focus on AR, DE, EN, FI and NO language. As our support is only available via Mobile SDK, we’re struggling to forward customers to the correct language.The issue with this is that our app is a local social media platform and our users are as well using it abroad, language routing happens on “language override”. Unfortunately, this leads to misrouting if users are having their device set on e.g. English but are writing content in FI, where then our EN Support team has to move it to the correct team again, taking too long for a satisfying support experience.Is there a better and more reliable way to route customers to the correct Support team and assign the correct triaging workflow in their language?

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Larissa
20 days ago
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Kieran WittNew Participant
asked in Messenger

Issues triggering workflows in an SPA using GTM

I have intercom messenger installed in my SPA using GTM. In various places in the product I have buttons with the key value pair data-testid="get-help". The issue I’m having is that when the site loads one button with the above data-testid is visible and clicking it triggers the messenger as required. See first image below, help button on the left triggers a workflow in the messenger (all fake data btw). I then have the following, which shows when a user clicks a different button and in this space we have another help button (see top left of the green space). This button again has data-testid="get-help" and operates in the exact same way as the other help button but when clicking it, it doesn’t trigger the workflow in the messenger.  I don’t understand why it’s not triggering the workflow and how to resolve this. Any help/guidance appreciated. 

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20 days ago
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User1349New Participant
asked in Workflows

Ticket not submitted left in unassigned.

Hi there,We’ve set up a workflow in our messenger that allows users to create tickets by themselves. However, we’ve noticed that from time to time users do not fully go over the ticket creation and therefore it’s left unassigned.We thought of using Auto-close incomplete Workflows conversations however since this is the end of the path it unfortunately doesn’t work.We’d love to be able to have automation thatSend a message to remind them that if they need our support, they should create a ticket Auto-close this conversation if the ticket isn’t submittedAny idea how I can do that?!-->

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20 days ago
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Lauren RosenfeldNew Participant
asked in Article Help Center

new article notifications

Is there a way to send a message to Slack when a new article is published? 

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21 days ago
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Rohan KNew Participant
asked in Conversations

Is it possible to send automated replies for inbound emails for emails containing specific keywords?

Hello. I would like to know if it's possible to set automated replies for inbound emails for emails containing specific keywords. Example: If a user is emailing us to delete his account and has the keyword "delete account" on that email, so we would like to automatically send the user an email, explaining the process to delete the account.

4
Diana Tripac
21 days ago
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Design UI/UXNew Participant
asked in Product Tours

Product tour is loading on intercom messages

Hello intercom @team I’m facing issue in integrating product tour in workflow. i did created product tour & integrate with one workflow. but in workflow view tour button is disabled(inactive). How to fix this issue ?  

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mateusz.leszkiewicz
21 days ago
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Hide KojimaNew Participant
asked in Tickets

Incorrect Japanese Translation for "It will be back online in two hours."

Japanese translation is incorrect for the below red rectangle area. It goes “２時間にオンラインに戻ります” but it should be “２時間後にオンラインに戻ります”.  

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Larissa Alberti
21 days ago
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Alessandro CarranoNew Participant
asked in Messenger

Manage companies from messenger

Hi, We have the messenger installed on our website and we now need to 1) create the companies available in our product 2) associated the users to each company.I know that both points are possible via the intercom API but I was wondering if these two steps can be achieved directly by passing the company_id and name (for 1) and some sort of link in the payload sent by the messenger like we do for the user_data:user_data{"email":"myemail@google.com","user_id":"github|blabla","user_hash":"d5c0534625a6ec7ad75bc5b2a9f231b1febb226ff37bde15df3e6693c0130677"}it’s probably not the most secure way but I was wondering if it’s something that can be done instead of doing all this back-end side  thank you

2
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21 days ago
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Paul HeeringNew Participant
asked in Conversations

How To Delete A Conversation

Just talked with Intercom staff through chat and got feedback that seems odd to me.Feedback was that there is no way to delete / archive a conversation.   You can either delete a user (not what we want to do here) or use API to delete the conversation.This seems like the most basic of functionality that is missing.  How are others getting around this?Only thing we can think of now is to add a conversation data element called “Deleted” and set that every time we close something we want to delete.  But to close, we have 5 different required fields--so those all have to have a “Deleted” option in them.  Then every report needs to ignore those.   This seems like a lot of extra steps to workaround a basic function being missing.

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Jacob Cox
23 days ago
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