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3124 Topics
A
AmberNew Participant
asked in Conversations
How to manage conversations re-opening without overwhelming the Inbox

Hello! Looking for a bit of advice. Our team has a lower inbox volume (around 40 a day) and the inbox is usually 60% email and 40% chat. At the moment, any messages that come in we close after our response and only snooze conversations that need a follow up at a later time. This has helped us keep a clean inbox that is easy to see what conversations need to be attended to. However, this causes some problems when we want to track CSAT and time to close, so we are looking to change how we are working in Intercom. I know there are automations you can set up that will automatically respond to chats if they customer has not followed ups but I am more concerned that we will have tons of emails re-opening that will create more work for us manually to follow up with customers since emails are our main channel for conversations. As well, if I do set an auto-reply when a conversation re-opens - what is there are conversations that shouldn’t get that auto-reply. Do you tag them a specific way? Cu

4465
Landon Bennett
1 year ago
L
LaMintActive User
asked in Article Help Center
Can I create a redirect from an old dead article URL to a new article URL?

Occasionally when editing existing content we will merge two articles, deleting the first old article and merging its content with the second article (thus the first URL becomes invalid/is deleted). The problem is, we sometimes link to the articles from other sources, and customers following the old URL find a dead page. Is there any way to create a redirect so we can consciously tell Intercom to send customers to the new URL?

4693
Landon Bennett
1 year ago
O
Oliver CookConnector
asked in Article Help Center
Verbatim feedback on articles

Hi,I just wanted to know how other users get written feedback for their articles.In the past we did have the option enabled where clicking 😞 started a chat. However we had to disable this because it acted as a backdoor for some to come straight through to support, skipping custom bots, and allowing users to start a chat that we wouldn’t want to be able to start a chat.It was also an issue because our articles are not maintained by the same people who answer our chat queries. Ideally it would be great if users clicking a reaction on the article were then provided a comment box. Whatever they submit would then appear as a section in the editor view, and you could then scroll through all written feedback, and also see who had left it (like you can when you view who reacted to an article).   However this is just what I’d like to happen. I would be curious to know how others try to get written feedback for their guides so they can improve them, rather than just having to guess based on rea

1852
Landon Bennett
1 year ago
A
Alexis PNew Participant
asked in Messages & Series
How do I measure sign ups after sending an email?

Hi! I’m wondering how I would set a goal up to capture total signs ups after sending an email. 

223
Nathan Sudds
Expert User ✨
1 year ago
Y
Yuki ShigemotoNew Participant
asked in Article Help Center
How can I track link clicks in Article?

As we can track and analyze clicked links in Posts and Mails, can we do that in articles too?If we can’t, is there any way using other third-party tools?

2412
Landon Bennett
1 year ago
R
RAM Tracking MarketingNew Participant
asked in Messages & Series
Can I get notified when someone clicks a link within a post?

When I am creating a post I will use a URL, but we are offering an additional benefit to our existing customers - as this is something that we want our team to get on quickly is it possible to receive notifications through email which tells us who it was that clicked the link in real-time?

1091
Nathan Sudds
Expert User ✨
1 year ago
S
Sulamita IvanovActive User
asked in Product Tours
Product tour only showing after page refresh

Hi, a a product tour I built is only showing after page refresh. I added a “wait 3 seconds” rule to see if there needs to be a delay but that didn’t help. I’ve seen in another question that selecting an element “by text” may be a better option but I’m not seeing that option anywhere. 

2392
S
1 year ago
E
Erinea RavasioNew Participant
asked in Product Tours
Choose the logic behind Audience rules for companies

It would be good to be able to choose which logic to apply in terms of company, for the users with multiples companiesRight now, the logic is: if there is at least one company that matches, the rule, then the rule will be applied.It would be good to be able to have the possibility to choose the option: if at least one company does not match, then do not apply the rule 

214
Jennifer K
Intercom Team
1 year ago
M
MessagesNew Participant
asked in Messages & Series
Posts appearing for logged out users

Hi all - I have noticed that if I set a post live whilst I am already logged in (and have my account in the targeted tag) I will sometimes not receive the post until I log out. In my industry that is a big regulatory issue, so I was wondering how I prevented any user from being able to see the post when logged out?

2271
Racheal
Intercom Team
1 year ago
P
Peter78New Participant
asked in Messages & Series
Third Party Access to Transcripts

Is there a way to grant access to a third party vendor to analyze all our transcripts? I can see how they can be download easily from a team member but is there a way to grants access to a separate party to go in and download or analyze all transcripts from the last two years?  

681
Racheal
Intercom Team
1 year ago
J
Jess MilesNew Participant
asked in Messages & Series
Is it possible to push Intercom contact data into a 3rd party form dynamically?

Hello there,I’m trying to replicate what I was able to do with our previous email and automation provider.I used to be able to pre-populate our JotForms with data from ActiveCampaign by linking the form field data with the attributes via a URL. This meant that when a contact would open the email and click the link, the form would automatically populate with their unique data, and so we’d be able to attribute submissions to users without having to rely on them adding the exact email address they use to sign up to our service.I’ve tried using the same logic for Intercom in the URL below, but so far I’ve not been successful. Please say I’m missing something obvious! This is the URL I’ve implemented in an Intercom CTA linkAnd unfortunately here you can see that it’s not had the desired effect - the data isn’t being pulled from Intercom  

1172
J
1 year ago
U
User2062New Participant
asked in Messages & Series
Can we see exact date and time when our outbound message was read by the user?

HI. can we see when an outbound chat message was read by the user? We send out important info that sometimes the customer says they didn't see, yet the message shows as seen. Can i tell when that message was read? Not after last seen info. Thanks.

814
V
1 year ago
M
Monica WangNew Participant
asked in Conversations
Is it possible to actively trigger a notification popup or email?

Hello everyone, we are configuring our inbox rule in the Intercom and want to implement the following:1.When the ticket is created, if there is still no first response for 5 minutes, then the agent will be alerted (pop-up notifications or sent an email).2.If a ticket remains unresolved for 4h, the Leader will be alerted (pop-up notifications or sent an email). But we are now experiencing some blocking and we don't know how to pop up a notificatoin or send an email through the workflow or inbox rule. Any recommendations? Thank you! 

1772
M
1 year ago
I
IxfianIshantNew Participant
posted in Messages & Series
Intercom Latest version 15.1.6 not compatible with compose version 1.5.0

Hello Intercom Community , I am getting crash when i navigate to Intercom Messenger (version of 15.1.0 to 15.1.6 )Ex : Intercom.client().present(space = IntercomSpace.Messages) i am using kotlin version 1.9.0 and compose version 1.5.0but in version of intercom  15.0.0  everything working good,So i raise this issue , Please give me proper solution 

1862
C
Intercom Team
1 year ago
N
Nico Del PianoNew Participant
asked in Surveys
Keep sending survey till user completes it

Hi all,I’m using an event tracking to trigger a survey from code:window.Intercom('trackEvent', 'open-survey')I have set up the survey to trigger on this event, and it works fine.What I want to do is to keep sending the survey till they actually complete it.I have to collect responses and I’d like to force them to actually respond (not only dismissing the survey but completing it). How could I achieve that? Is there anything I’m misunderstanding here?Thanks in advance

961
N
1 year ago
John
JohnNew Participant
asked in Messages & Series
Using Hubspot Integration to trigger custom workflows/automations

Hi There,I am trying to connect our Sales Team with our Customer Support Team, the idea is to triage customers that are slipping away in their first 7 and 14 days -  Purpose - Sales team working with leads in Hubspot who are not reponding to attempts to contactAim - Customer Support in Intercom is able to set up an automation for the customer in the meessenger which will ask them to reach out to us ad book a meeting using Hubspot Calendar or Calednly and then we can continue the onboardingResult - that the link between Hubspot and Intercom is able to trigger this automation on a user by user basis Has anyone got a solution to this problem, I think that we need some link from Hubspot that pushes the automation to the audience we want - but I haven’t seen anything like this available?

2281
Nathan Sudds
Expert User ✨
1 year ago
U
User893New Participant
asked in Product Tours
Can I edit company attributes? I would like to display product tours based on company attibutes

Can I edit company attributes? I would like to display product tours based on company attibutes

2394
A
1 year ago
上野 千晴
上野 千晴New Participant
asked in Surveys
After collect Surveys and update Company Details?

If I use Intercom's Survey and find out the aggregated results for customer A,Is it possible to have the results as data in A's account information（visible details）?For example, how often do you log in each month? to the question,If the answer is 5 times, I would like to know if it is possible to record the data as Store A's Login Count 5.t: 5.

831
Eden
Employee
1 year ago
S
Sulamita IvanovActive User
asked in Product Tours
Deleting my user info so I can preview live multiple times

Hi, is there a way to preview live without having to duplicate the product tours so many times or creating multiple profiles? For example a way I can find myself as a user and just delete the user info each time so that I can continue testing?

432
S
1 year ago
S
Sulamita IvanovActive User
asked in Product Tours
Series not going live and how to preview?

I’ve tried using the series but nothing happens when I set it live (only for myself to preview). I tagged the tooltips and product tour then added them to the series. I’ve also tried setting the tooltips and product tour live then setting the series live but I can’t tell if that worked just because I set them live individually.  

865
S
1 year ago
B
Ben S11Connector
asked in Conversations
Do closed conversations appear different to open/snoozed conversations?

My team sent a lot of outbound messages to customers via the inbox that we want a customer to reply to.Currently, as part of the macros we use, we set the conversation to closed when sending the message even though we want a response.I am trying to understand what the impact of closing this conversation versus leaving it open/snoozed? Does it display differently to the customer at all?

1031
Larissa Alberti
Intercom Team
1 year ago
K
Khikar1New Participant
posted in Article Help Center
Intercom screen freezing issue React Native

Open the bottom sheet of the intercom → swipe left or right → the app freezes as a result.

1041
Z
1 year ago
R
Rob GalvinNew Participant
asked in Article Help Center
Why is article editing soooo basic?? Am I missing something?

I am new to Intercom but have used other platforms before. We just migrated close to 400 articles, and am wondering why is article editing so basic.Here is what I am looking to do, maybe I just have not found it yet: Duplicate an article: Looks like th only option is to highlight everything on the page and copy/paste. But when you do this not all of the formatting comes through ok Text color - Just Bold and italtics? really? Why can’t we have some color options for text Embedding other than video - I would like to embed widgets from other platfoms like supademo.com to show click through demos, but it looks like only “known” video urls are accepted. Why not accept anything that allows iframing or embedding? Looping MP4 - I would like to have an MP4 that loops, autoplays so it can demonstrate features. I know I can do GIF, but quality can sufferI know Intercom has been around for a while and was expecting a bit more robustness on the Articles sides of things.Any hope for these simple req

1623
R
1 year ago
M
Murat MutluNew Participant
asked in Conversations
Embeddable form?

Has anyone found a simple solution to create an embeddable form for Intercom rather than build one ourselves?We like using all the functionality of intercom but prefer not to use the messenger as a form and just have a standard one instead. Or link out to one. Thanks!

9241
Nathan Sudds
Expert User ✨
1 year ago
Marisol Lince Ahlgren
Marisol Lince AhlgrenNew Participant
asked in Conversations
Error loading macros.

Hi, I am always getting the following messageThere was an error loading macros. Please try again later. The error occurred after I created several Macros. I've been waiting all afternoon. Would you happen to know how long you have to wait? Do you know if I have to contact support?

1371
Jacob Cox
Intercom Team
1 year ago
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