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3211 Topics
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AngieNew Participant
asked in Conversations
Import HelpScout tickets (migrating from HS to IC)

Is it possible to import existing HelpScout tickets/conversations into Intercom?

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Shauna
Intercom Team
ShaunaIntercom Team
asked in Messages & Series
Can I revert from HTML editor when creating an outbound email?

When creating an outbound email, I changed to HTML editor but now I can't change back so all I can see is the HTML instead of the normal UI.

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Blue KeleherNew Participant
asked in Conversations
How can I link related conversations?

I don’t see a way to link related conversations, but I’m sure there’s a workaround that I’m missing. The use case is: two related customers reach out independently about the same instance of an issue. I guess I could use a tracker ticket that’s specific to that instance of the issue, but since a conversation can only be linked to one tracker ticket at a time, that means that the conversations then can’t be linked to a ticket that describes the overall issue (and all customer instances).

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YvonneNew Participant
asked in Conversations
Can I add closure codes in bulk?

I would like to select multiple conversations and add a closure code to all of them in bulk to then close them. I can’t create a rule because I have to check the conversations first before I close them. 

461
bernice
Intercom Team
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Marie P11Connector
asked in Product Tours
Product Tour for website on mobile phone

HelloWe schedule a product for onboarding 28k users. At the end only 4K saw the product tour, the problem is all the other register on the website but on mobile phone. Product Tour does not work mobile ?Is the only way to reach those people is to create e mobile carroussel ? Bur for me mobile carrousel is for SDK et non responsive website right ? How to handle those people ? Thanks 🎈

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bernice
Intercom Team
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CheyenneNew Participant
asked in Contacts & Companies
Is there a way to explicitly set the First Name for a contact?

Hey all! First post here.  So here is my situation: One of our users is named John Michael LastName - "John Michael" being their full first name. We send a lot of outbound messages (emails, posts, etc.) and use the First Name token to pull in everyone's first name in our greeting. Unfortunately, for this user, it is just pulling in "John" every time. This user has written us back multiple times letting us know their full name and that they would like to be addressed as such (understandably!). So, I am wondering, is there any way we can explicitly set in Intercom that their first name is "John Michael" and NOT "John"? Thanks in advance! 🙂

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Jacob Cox
Intercom Team
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Hardy HNew Participant
asked in Product Tours
Is it possible to create a Product Tour with 2 changing parameters? (dynamic)

Hello, I'm trying to build a product tour like this www.domain.com/path : post "how to" www.domain.com/path/#/step1 : pointer Awww.domain.com/path/#/step2 : pointer Bwww.domain.com/path/#/step3 : pointer Cwww.domain.com/path/#/step4 : post "congrats" where # is a different number each time & where step1 changes name at each step Is is feasible with Intercom? Thanks,Best Hélène 

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Justin JActive User
asked in Product Tours
Is it possible to wild card dynamic URLs for product tours?

Our app has a lot of dynamically generated identifiers that fill portions of our URLs. These IDs change depending on the user, the project, the company, etc. So what I'm trying to figure out is how I can make this example URL: domain.com/projects/38918-3891-38939/company/492389183 ...work for everyone no matter which project or company they're in. I've seen the concept of wildcarding before in other apps where the above URL would be reflected as: domain.com/projects/*/company/* So that no matter what ID comes in the place of the *, the URL will trigger the action. Any input on this would be fantastic. Thanks!

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Ron DulNew Participant
asked in Messenger
How to have clickable phone number in message

Is it possible have insert a “clickable” phone number into a messenger message, so a user on a mobile device can tap the message and call?E.g.When a query cannot be solved by a customer service agent via the chat, the customer service agent may say “Please call us” and insert the phone number into the message. The user, on their phone, would then tap the phone number.In HTML it would look like this: <a href="tel:6031112298"></a> The phone number above should be “clickable”Many thanks.

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Employee
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Salil MenonNew Participant
asked in Conversations
Unable to send replies, add notes or contact your Chat support

Unable to send replies, add notes or contact your Chat support. Please connect with me on my registered email ASAP. 

461
bernice
Intercom Team
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EveEveNew Participant
asked in Article Help Center
System Down, Support SOP

Currently we are having issues on reply to customer conversation. And not able to reach customer support as well.How long the maintenance, can please someone assist and advise?

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bernice
Intercom Team
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yevgeniy.shtokalNew Participant
asked in Messages & Series
Couldnt send error

I cant reply our users who contact via chat. The error does not disappear for a very long time, we are losing customer loyalty. I can’t contact you because your chat is also not working, please solve the problem and contact me as soon as possible https://imgur.com/a/vgS49eM 

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bernice
Intercom Team
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User2157New Participant
asked in Conversations
intercom down

Is anybody reach the support, or is there any official statemen by intercom about ETA?

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bernice
Intercom Team
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AndreaConioNew Participant
asked in Messages & Series
Intercom is down

Hello, it has been several hours that Intercom is down, any idea how long it will take to fix the situation? Thanks

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bernice
Intercom Team
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IR Support teamNew Participant
asked in Conversations
couldn't sent error

Hello! Are there any maintenance works right now? We keep getting the “couldn’t sent” error when trying to reply users in the messenger. I can’t contact Support for the same reason.  

26010
bernice
Intercom Team
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Artur GNew Participant
asked in Conversations
Getting 500 error when sending a reply

In console I am getting errors: [{code: "client_error", message: "Unknown server error"}] request_id: "000345fhkb1vhl6q4p8g" type: "error.list"This happens also to the internal intercom conversations

24413
bernice
Intercom Team
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OscarNew Participant
asked in Conversations
Huge issue global functionning

A

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bernice
Intercom Team
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Jesus F MedinaNew Participant
asked in Conversations
Error to send replies

We have been without chat for more than an hour to be able to answer our customers. Does anyone know when this will be resolved?

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bernice
Intercom Team
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mattpandoNew Participant
asked in Messages & Series
uploading and managing email templates

Hi,I know this question was asked elsewhere, but the link in the answer goes to page which details how to manually edit a template but not to upload one.What I’m hoping to achieve is that we store our email templates and blocks in a repository such as Gitlab, so they are version controlled, and then automate their upload via API to Intercom as part of our merge pipeline.Is this even possible? And if so, is someone able to direct me to the documentation for this please?

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aykut.aydin
Employee
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TUngNew Participant
asked in Workflows
Show multiple video on workflow

Hi team,I have a question. Can you help me support?I want to create one workflow, when user exit page, we will trigger showing chatbot.When chatbot will ask user put email and give user some video guideline based on their selection.Number of video can be 5 videos. Can I do it on Intercom?And I want to know what is difference between Series and Workflow?Thanks 

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aykut.aydin
Employee
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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani - How do I set up automated messages in Intercom to engage users?

Hello everyone, I'm Darshan Hiranandani, exploring ways to set up automated messages in Intercom to better engage our users. Can anyone share their experience or provide step-by-step guidance on how to accomplish this? Any tips or best practices would be greatly appreciated. Thank you in advance for your help!

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Intercom Team
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Nicolas MRLNew Participant
asked in Workflows
Custom action to GET a pdf in chat

Hello there ! We are trying to build a custom response in chat through workflow and custom action. We have a custom action set up to get a document in our private database. We see in the log that the api call is working. But when doing the workflow in live condition, intercom chat doesn’t retrieve the response and download the pdf file automatically. I want to know if someone has already faced the same problème ? is intercom chat able to retrieve the document from a custom action or not ?  

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mateusz.leszkiewicz
Intercom Team
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User1594Connector
asked in Surveys
My forms reach a small number of users.

I have a doubt, in my workspace I have 56,690 users with these rules.How is it possible I only have 10 answers and sent 23 messages during January? Is there any way I can optimize my formula and have more reach?(Considering that I want to present my NPS every 90 days to users with more than 30 days of use). 

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talfNew Participant
asked in Product Tours
How long does it take for a user to complete a tour?

Is there a way to know how long did it take the user to complete a tour? We want to better understand if the users just click “next next next” to finish with it  

291
bernice
Intercom Team
Michael Nortei
Michael NorteiActive User
asked in Messenger
Unable to launch Intercom on Firefox 122.0.1 (64-bit)

Anyone experiencing this? I’m able to replicate internally after a customer brought this up. Possibly related to the last updated as they have no issues on Chrome.Verified the following:No browser extensions or plugins are being used No plugins (other than the standard present) Cleared cache/cookies Tried in Private browsing mode No errors in the browser console or network tab (ctrl + shift + i)Any info would be appreciated. Thanks!Michael

612
bernice
Intercom Team
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