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3087 Topics
O
osalaNew Participant
asked in Messages & Series
Use a sequence in Series to trigger emails in an external tool via webhook

Hello there,For a few technical reasons I plan on using a homegrown email dispatcher to send emails to users for onboarding purposes. I was hoping to set up a Series with various triggers to help with this, but instead of using Intercom to dispatch the emails I want to use webhooks and use our homegrown email system. Is that possible? Are there limitations I should be aware of?  There will be many email ‘types’ that I will be sending out depending on the conditions met. Is it possible to include an id of sorts that pairs the the step in the series with the appropriate email type? 

2111
aykut.aydin
Employee
1 year ago
S
sandeshNew Participant
asked in Workflows
Custom questions for different pages in a web app

In a web app, I would like to show custom questions, based on the page they are in. This question is similar to this As soon as the question is clicked, the same is passed on the the agent, and they can start the conversation. Is this feature available as of now? Thanks.

1631
aykut.aydin
Employee
1 year ago
T
Teresa LaurinNew Participant
asked in Conversations
CSAT Export

How can I export CSAT remarks? I’ve tried everything.

1081
Jacob Cox
Intercom Team
1 year ago
Y
Yohan RobertNew Participant
asked in Messenger
'showNews' buggy behaviour

Hello,In our web application, we’re trying to display a specific news items based on button clicks using Intercom(‘showNews’, 1234). We’re currently facing an issue though as soon as we try to open two different news items (by clicking on each button one after the other). When we do this action, the first news item will somehow be cached and displayed again. Then no matter which button we click, the first item will always be the one displayed. We’ve tried to call Intercom(‘showSpace’, ‘news’) to see if it would solve the issue but to no avail.You can reproduce it by going on community.intercom.com and running the following in the console:Intercom('showNews', 31822)Intercom('showNews', 28469)Could you help me here ? I believe this might be a bug.

291
Jacob Cox
Intercom Team
1 year ago
H
Hai TaNew Participant
asked in Messages & Series
send an email 3 weeks after the users first upgraded to premium.

I would like to send an email to users who meet a certain criteria. The trigger is event based: 3 weeks after the users first upgraded to premium. I have Stripe integration, but I'm not sure how to set this up?

332
H
1 year ago
D
david meakinActive User
asked in Messages & Series
email deliverability issues

Hi we’ve just installed messenger in another subdomain and we are noticing since this has been installed we are getting notification delivery issues to group emails. Is there something about messenger that stops these or is it just coincidence.

311
C
Intercom Team
1 year ago
L
Laura CicconeNew Participant
asked in Conversations
How do you track external feedback to link it to a Tracker Ticket?

We receive feedback and requests to our direct emails, on phone calls, through text messages, and in Slack. We are starting to use Tickets in Intercom to keep track of the requests so we can easily send out emails through Intercom to whoever specifically requested something. The problem is: if my coworker heard feedback from a customer and shares that with me in Slack, it’s odd for me to open a conversation with the customer in Intercom. I’d like to create the Tracker Ticket type of “Feature Request,” and link the customer to the specific ticket without having to jump through hoops or send an awkward email from Intercom like “Hey, I know you spoke with my colleague and you don’t need to reply to this, but we’re on it!” Especially if it’s for a feature request we know we aren’t going to have bandwidth to get to for at least 3 months.I would love to know how y’all are managing this.

751
C
Intercom Team
1 year ago
S
SunNew Participant
asked in Messages & Series
Conversation Ratings Feature

Hello,I would like to express a concern of mine. I am trying to use the conversational rating system for my company support but how our support works is that every time we get a new ticket on unassigned we respond and close and wait for the ticket to be re-opened by the user with a response but the conversation rating shows up way too early before the ticket is actually completely solved, what can we do about this? I want to keep using this feature but there must be some solution.

11241
aykut.aydin
Employee
1 year ago
U
User2161New Participant
asked in Article Help Center
Is it possible to open a conversation from an article?

Hey all! I was wonder if it’s possible to open a chat directly from a button in an article and to have a workflow identify which article the customer came from? Speaking from a Mobile app experience.The desired goal here is that when a customer opens a specific article from their Mobile App, the article presents the information and essentially let the customer know that support will need to assist with this issue. A contact support button will be present in the article they can click. When the customer clicks this button, it would open a chat automatically and we would have a workflow recognize that the customer came from this article so they’ll start going through this specific workflow right away instead.

2741
Eden
Employee
1 year ago
C
ccwNew Participant
asked in Fin AI Agent
How to forward the conversation to an email if Fin cannot answer a question?

If Fin CANNOT answer a question, can it shows a editbox and ask the visitor for his email, after the visitor input the email and click “Submit” button, the conversaion will be sent to an email address automatically?

1111
Eden
Employee
1 year ago
U
User2089New Participant
asked in Fin AI Agent
In proactive web chat messages

Hi,On proactive web chat message, I have choose “let Fin respond” but it only says time to be responded. Is it possible to answer to customer? is it possible to ask for email when nobody answer? and “continue on WhatsApp”?Thanks

831
Eden
Employee
1 year ago
N
nonameNew Participant
asked in Messages & Series
What kind of question I can submit?

What kind of question I can submit?

271
Sean Reid
Intercom Team
1 year ago
U
User281Connector
asked in Conversations
How can I adjust SLAs for peak hours?

How  can i a adjusting SLAs for peak hours, lunch breaks, or outages. 

481
Larissa Alberti
Intercom Team
1 year ago
G
Gwendolyn Reede-LijdingNew Participant
asked in Conversations
Sub inbox

Hi,As a company, we have been using intercom for some time. We have now reached the point where we also want to set up all inbound e-mail.A short introduction to our company. We use intercom to contact our 20,000 delivery people who distribute for us every week.In addition to chat support, we now also want to have incoming emails picked up within intercom by our various teams.Teams are divided into regions and there are different functions within the region.We would like to have incoming mail arrive in a regional inbox by region. We would then like to have a division within this teams inbox with different sub inboxes.We are going to segment our users in intercom into regions.I want to be able to apply rules to the general email addresses so that they end up in the correct team inboxes, but preferably also in sub-team boxesSo my question is actually whether this is possible? I hope the image below helps clarify my story 

1493
Larissa Alberti
Intercom Team
1 year ago
S
Sulamita IvanovActive User
asked in Product Tours
Trigger tooltip after a flow is completed on the same page

How do I make sure a tooltip only shows up after a user has completed a product tour on the same page? 

1045
A
1 year ago
H
Henry DaiNew Participant
asked in Messenger
How do I open Intercom chatbox by query parameter and prefill the selected text?

Hi,The situation is like this.We have a page that is already integrated with Intercom web chat. I would like to know if there’s any way that we can enter this page by URL with some query parameters, and the chatbox can automatically show up and prefill with the specific wording.  Thanks in advance!!

5502
H
1 year ago
T
Tom TupperNew Participant
asked in Messages & Series
JS API error handling

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful.All assistance appreciated.

3693
J
1 year ago
S
suplauNew Participant
asked in Article Help Center
Not being able to see Article´´´ s edit history

Hi, i saw in this article here that you should be able to see all edits made, check every version etc, but im not being able to click the versions or see the edits, is there a way i can solve this? I saved a version and it didn´t actually saved and i can´t see the edits :/

434
Jennifer K
Intercom Team
1 year ago
V
VeyogoNew Participant
asked in Conversations
Ratings being sent 7 days

It seems that now the rating is being sent after a conversation is closed after 7 days (without any reply from both sides) . Have you done any recent changes in regards to this? 

1211
Jennifer K
Intercom Team
1 year ago
L
Lorenzo_JapcoNew Participant
asked in Conversations
I can't view chats on the Help Desk.

 It shows me an error message: An error occurred while loading your conversations. I tried reloading my page, opening in incognito, restarting my device, to no avail. I have intercom on my phone as well, and it’s working there. Help please. The error on my Help Desk inbox 

521
Jennifer K
Intercom Team
1 year ago
A
AndyNew Participant
asked in Conversations
Lack of support from Intercom

I find it fascinating that Intercom, a customer support company, has no support on weekends. My subscription expired on a Friday and I wanted to renew, however going through the renew process failed because the system said I already had an active subscription. This is a $1,000+ purchase.Instead it’s been over 24 hours and still no response from Intercom. Luckily the purchasing glitch fixed itself after 24 hours so I’m now able to use the account again. But for 24 hours I was unable to respond to customers.Intercom seems to operate like a legacy government agency with archaic work rules. Just a reminder there are many competitors out there offering similar products, often for 10% of the cost of an Intercom account.

1466
Sean Reid
Intercom Team
1 year ago
H
helpNew Participant
asked in Conversations
Entire account is down

My entire account is down.  I can log in, but I no longer have access to services. It tells me I have to subscribe to services, but I already have a subscription.I can’t seem to get an answer from your tech team.  Please help!

494
Larissa Alberti
Intercom Team
1 year ago
M
Mor MeirNew Participant
asked in Product Tours
Using Intercom product tour inside iframe

Is it possible to use product tour inside iframe? If not, can we get the steps using API and implement them as a tour in our iframe? 

3551
Jacob Cox
Intercom Team
1 year ago
S
Stephan NollerNew Participant
asked in Workflows
Connecting Bot with CustomGPT

Hi, has anyone tried to connect a bot with the newly available CustomGPT from OpenAI? I am struggling to get it done. Trying to use custom actions, map the content of the OpenAI Response to a custom object but then i cannot send the response back to the user. Any suggestions?

1221
Jacob Cox
Intercom Team
1 year ago
H
hammadNew Participant
asked in Article Help Center
When click on showArticle and click on back button page went blank

Experiencing a white page after navigating back from an article might relate to how the Intercom widget or its associated scripts are initialized, especially if there's a conflict when the page is unloaded or when navigating between different routes or pages in your application. Please let me know if I missing anything. 

831
Eden
Employee
1 year ago
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