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3124 Topics
U
User892Active User
asked in Messenger
My Japanese Messenger screen has Japanese in the boilerplate, but the Send a Message button and accompanying text is in English. Is browser language detection doing that?

My Japanese Messenger screen has Japanese in the boilerplate, but the Send a Message button and accompanying text is in English. Is browser language detection doing that?

220
Eric Fitz
Employee
2 years ago
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Rodrigo M12Connector
asked in Messenger
How can I pass the conversation id automatically to the end users?

Dear community. I'm opening this thread to have the following checked. I want to use the conversations ids as protocols ids, and I want to pass this id automatically whenever the end-user opens a new chat with my team. I have set a custom bot (from new conversations) and I tried to find the conversation id on the following list:  But I wasn't able to find this option. Could someone give me a workaround for this? Whenever my end-user opens a new conversation, I need to pass this id automatically Your help is much appreciated. Thank you very much!Kind regards,Rodrigo.

340
A
Employee
2 years ago
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Dillon CNew Participant
asked in Conversations
Why did an email not get forwarded to Inbox?

We use hello@domain.com as a catch-all address. All emails are forwarded to our Intercom inbox. However, we just noticed that one email did not get forwarded to Intercom — we've tested with multiple addresses after this with zero issues. I've reached out to support but figured it would be good to crowdsource some experience as well.

2230
A
Employee
2 years ago
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User2240New Participant
asked in Workflows
Why are my bot conversations not auto-closing when Resolution Bot steps in?

When making a Custom Bot from new conversations, if I use “Add bot message” and the user types nothing, according to our setup, “Auto-close abandoned Custom Bot conversations” is set to 3 minutes, the conversation in my inbox disappears. (Wanted) If I use the “Resolution Bot and follow up actions” and the user types nothing, the conversation stays in my inbox and never disappears. (Not Wanted)I would like to utilise Resolution Bot more, to help answer some questions, if they ask them.I have tried displaying half the page using Add Bot, and half using Resolution bot, still does not remove from inbox if user abandons the screen.

130
U
2 years ago
S
ShanifConnector
asked in Messages & Series
Why doesn't the "User Signed Up" event return return the right list of users?

We are trying to send an email to any new users that sign up for our product. However, when we use the filter for "Signed Up Less Than 1 Day Ago", we get a list of users who had signed up a long time ago. Can someone explain how this particular attribute works?

1800
S
2 years ago
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Theo B12New Participant
asked in Workflows
Switching between support, conversation, and marketing products

Hi, I am curious lets say you have a "seat" who has access to all of intercom's products (E.g., marketing, support, and customer engagement). How would he or she switch between these in the hub?

120
Eric Fitz
Employee
2 years ago
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Marie P11Connector
asked in Messages & Series
In a Series, can I send a Tour or Carousel based on their next visit to web/mobile?

Hello I want to orchestre a user onboarding.As he logs himself to our product for the first time I want that : If he is on the website -> I play a product tourIf he is on mobile app -> I play a mobile carrousselIs he is on responsive website -> I play a series of post to onboard him I have several question : Between the entry rules and the starting action, Intercom series need 15 min -> How can I use it for first log in (user are created when they log themselves)How can I differentiate a people in responsive website from a user on mobile app ?How can I orchestrate post to imitate mobile carrousel (next button for exemple) thank you

500
A
Employee
2 years ago
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User2225New Participant
asked in Contacts & Companies
How do I convert leads to users in the 2.x APIs?

Hi 👋 We're using the Intercom REST API 1.3 to track leads and their conversion to users. This integration has been in place for a few years. This week I've been extending this integration to add access to the articles, which was only introduced in API v2.1. My problem is that when I tried v2.1, I found that this API version doesn't have a way of converting leads to users. Is that at all possible with v2.1 or above? Ideally I'd like to keep our integration on 1 version if possible, likely the latest version, assuming API versions will eventually be dropped

1050
A
Employee
2 years ago
S
SudhirNew Participant
asked in Messenger
How to infer "Intercom('update') without getting throttled up to 20 times per 30 minutes?" if its per user, per same user or per workspace basis?

Hi there,Can someone help me understand how to infer "Intercom('update') without getting throttled up to 20 times per 30 minutes"?Is intercom saying that Intercom('update') will start throttled:20 times per 30 minutes per user?20 times per 30 minutes per workspace?20 times per 30 minutes per same user?How to decide if its per user, per same user or per workspace basis?Article Link: https://developers.intercom.com/installing-intercom/docs/intercom-javascript method name: Intercom('update')Thanks in advance.

520
A
Employee
2 years ago
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Peter RConnector
asked in Conversations
Can I search Inbox by conversation ID?

I must be missing something, but can you NOT search your Inbox by Conversation ID? Surely this functionality exists...

1030
J
2 years ago
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Sourabh CNew Participant
asked in Conversations
Reply to incoming emails with the same mail ID

Hey all, I've just got our domain verified on Intercom and set up email forwarding from our support@, hello@ and billing@ email IDs. The emails are landing in the Inbox exactly as they're supposed to; however, I'm unable to figure out a way to reply to an incoming email with the same email ID i.e. if I get an email on support@, how do I reply using support@ — these emails are verified on the dashboard? Best,Sourabh

2390
A
3 years ago
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Logan MNew Participant
asked in Workflows
Can I trigger a Custom Bot based on keywords?

Hi everyone! I have been trying to figure out a way to design a custom bot based on keywords. Does anyone have advice on this from a customer support perspective not a "Create leads" perspective?? Any suggestions are really appreciated! For example, I'd like the bot to respond to when a customer asks for support, instead of instructing the bot to pop up after the user has been on site for an amount of time.

1010
L
3 years ago
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AngelesNew Participant
asked in Conversations
Why were my Macros deleted?

Someone erased my Macros but the IT person in my company states there are no activity logs showing my Macros were deleted. Can you tell me how is that posible please?

1290
Eric Fitz
Employee
3 years ago
I
Inter C12New Participant
asked in Article Help Center
How can I add a table to an article?

How can I put a table in the body of my article?

3220
Eric Fitz
Employee
3 years ago
P
Pedro B12New Participant
asked in Messages & Series
Can I send a message to multiple users at once?

Is it possible to broadcast a message to all online users instead of messages one by one?

4570
S
3 years ago
U
User2219New Participant
asked in Messenger
Has anyone installed the Intercom Messenger on Teachable?

I am trying to add the Intercom messenger to my school on Teachable, however, I am unable to retrieve user information from the student and it seems that messages are seen by other users.

180
U
3 years ago
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User140Active User
asked in Conversations
How do I set up an auto-responder for inbound emails?

We are reducing our support coverage over the upcoming holiday. When customers email us, we want to send an auto-responder via email that tells them we are offline and will be back soon! I know we can set this up on the email provider side, but not sure how that integrates with Intercom or if there is a setting within Intercom. Thanks in advance!! 🙏

1190
Eric Fitz
Employee
3 years ago
C
CarlottaNew Participant
asked in Contacts & Companies
How does Intercom attribute values for UTM parameters?

Attribution model of utm parameters. Hi, my company runs campaigns on several networks (Facebook, Google Ads and others) and uses the utm fields in Intercom for tracking and reporting purposes. We'd like to know how the attribution model works. Is the attribution model first click, last click, or something else? If I see a contact came from utm_source: Facebook, does it mean they registered after clicking on a Facebook ad? Or was the FB ad the first touchpoint and maybe they registered after clicking on a Google Search ad?Thanks a lot for your help!Best,Carlotta

5460
Eric Fitz
Employee
3 years ago
B
Brett ENew Participant
asked in Article Help Center
Feature Requests and Roadmap for Articles

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSSLog in directly to the help centre to "authenticate" users, without having to load Intercom in your app first.More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options.Security for an entire collection, not just article by article.Syntax highlighting in code blocks.Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is going invest in Articles and bring it up to scratch with the other products, or whether we need to look e

3610
I
3 years ago
I
IntercomCustomerActive User
asked in Conversations
Email Signature Stripping

Most of our customers leave the chat and reply over email the rest of the lifetime of the conversation. When they reply, intercom doesn't even attempt to strip their really long email signature. Can intercom please fix this?

220
I
3 years ago
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User2217New Participant
asked in Article Help Center
Is there a way to easily audit links to other Help Center articles to make sure they are still published?

Let's say I have a help center article (Example 1) that includes a link to another help center article (Example 2) If at some point I retire Example 2 to draft status, this means the link to the article in Example 1 would no longer work. Is there an easy way to identify when retiring an article if it has been linked to from other articles? I'm trying to avoid building and maintaining an internal database with all articles that include links to other articles and cross-referencing whenever we retire an article.

80
A
Employee
3 years ago
H
Henrik AActive User
asked in Messages & Series
How can I add more than seven branches to a Series block?

If you have more than 7 (like 12 or even 15) posts you want your customers to receive, then how do you do it and not get blocked by the "max 7 branches" rule? I know I can branch out at a step befrore but that still would not ensure a customer would receive the messages in the branches that "the other" prior step leads to. Like Welcome A leads to Posts 1-5 and Welcome be leads to Posts 6-10. However whenever a customer/lead matches any of the rules related to any of the posts I'd want them to receive that Post.Hope I'm making sense 😎

250
H
3 years ago
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User2202New Participant
asked in Conversations
Is there a "classic" ticketing solution possible with Intercom?

We are using Intercom to engage with our sales force and many of them are repeat users meaning they contact us regularly and sometimes with new issues while another is still open.  So right now using the messenger can be very confusing for them because it is just one wall of text. Is there a way to visualize separate conversation streams in the messenger and log them as separate conversations? More like a classic ticket approach where users can check the status of these individual requests. Thanks!

730
U
3 years ago
U
User164New Participant
asked in Conversations
Unable to detach a tag from the conversation completely

Hello Guys, IMPACT: HIGH We're using the following API to detach a tag from the conversationhttps://developers.intercom.com/intercom-api-reference/v2.1/reference/detach-a-tag-from-a-conversation But the API is detaching the tags from all the messages APART from the first message in Inbox. We need the tag to be detached from the conversation entirely.  This is P0 for us and prompt help would greatly be appreciated Regards

30
U
3 years ago
U
User873New Participant
asked in Article Help Center
How can I change the logo and text which located on the top of Help center?

Top of the Help center, there is services logo (or text) and text that contain service URL. I don't know how to change. so could you plz tell me how to do it??

700
U
3 years ago
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