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2688 Topics

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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.  

10
bernice
2 months ago
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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

12
bernice
2 months ago
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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?

1
aykut.aydin
2 months ago
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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
2 months ago
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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!

1
E
2 months ago
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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
2 months ago
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User1594New Participant
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). 

2
U
2 months ago
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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  

1
bernice
2 months ago
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

2
bernice
2 months ago
L
Luis RodriguezNew Participant
asked in Article Help Center

Opening the messenger chat widget via a link in an article in our Help center

I would like to be able to add a link in one of our articles in the Help center (created in Intercom) that can say “Contact support” if you have more questions. When people click it I would like the link to open the chat widget, instead of adding a “mailto” link. This would work similar as the Javascript API would work in our own app. But since the Help center is hosted and build with Intercom I was wondering if there was a supported way. Am I missing something? Tried searching, couldn’t find this. 

1
bernice
2 months ago
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Seyi EwebajoNew Participant
asked in Conversations

Push notification on Background react native app

I implemented intercom push notification on an react native app, it only works when i’m on the app but doesn’t work when the app is on backgroundPlease how do i make it work? 

5
Jacob Cox
2 months ago
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Heidi SchwickNew Participant
asked in Messages & Series

Triggers when an event doesn't happen

I am using Intercom for the 1st time and setting up rule based emails.  The emails I want to send are based on events not happening i.e. a customer does not add users, a customer does not make a booking. Could you advise how I may do this?  I can see how to do it where an event does happen but ultimately I want my rule to look like:Where user role X has not done event Y after Z amount of timeThen send emailThanks in advance

1
Jacob Cox
2 months ago
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Rachel ShifflettNew Participant
asked in Messenger

Reset Canvas App to starting point

I followed the example for how to create a Messenger Canvas App, and I got it to work. The problem is that it creates a button. After pressing that button, it displays some text. I cannot figure out how to reset the program to go back to the button so that I can begin making and testing my own changes to the program. The only way I’ve been able to do it is to change browsers, but there are only so many of those. I’ve tried deleting cookies and the cache, changing the APIs, resetting the project. I’m getting desperate here.  The example code is completely changing what is on the canvas:app.post("/submit", (request, response) => {  const body = request.body;  response.send({    canvas: {      content: {        components: [          { type: "text", text: "Someone just clicked something!", style: "header", align: "center" },        ],      },    },  });});I can’t try changing anything, because nothing happens at this point.

2
Jacob Cox
2 months ago
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Ed JonesNew Participant
asked in Messages & Series

Send Intercom replies to original sender email

I just started using Intercom. We have multiple people managing replies from a single account, which works well. Is there a way to also send the Intercom replies to the original sender email? For example: our group-managed email is example@gmail.com. When a user sends an email to example@gmail.com it gets forwarded to Intercom, where it’s replied to. However, there’s no history of the email in example@gmail.com. This is a problem because I still need to manage/track the email threads in Gmail in addition to Intercom. Mainly because I’ll need to pick up communication out of office hours and over the weekend. How can i solve this? 

3
Jacob Cox
2 months ago
I
IntercomCustomerActive User
asked in Article Help Center

Forum Like Capabilities

It would be nice to have forum like capabilities. (Like zendesk.com/gather)

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M
2 months ago
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Jason L12New Participant
asked in Article Help Center

Multiple help centres are unusable

It is impossible to run two help centres off the same content currently because of the limitations in linking between articles.IFYou have two help centres A and BANDYou create an article C linking to article D that is to be used by both help centresTHENThere is no way to do this without duplicating the content.When you put in a link it has to be to the full URL, there is no “internal” linking functionality.You should be able to have the article C link to D in such a way that if you are in help centre A, you stay within it rather than it throw you to help centre B. It basically renders the multi help centre useless right now.

1
S
2 months ago
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coinedOne technologiesNew Participant
asked in Article Help Center

Visibility of certain collections on the homepage.

I'm reaching out to the community for some guidance on managing our help center more effectively, particularly regarding the visibility of certain article collections on the homepage.We've set up a collection called "Learn," which is designated for in-page support articles. To maintain a focused and streamlined homepage, we do not want this collection to appear among those featured on the main landing page.Has anyone had experience with hiding a published collection from the help center homepage? If so, could you share how you achieved this?I'm also interested in any tips on controlling which collections are displayed on the homepage. Ideally, we want to present our users with a selection of collections that are most relevant to their general inquiries while keeping more specific guides like "Learn" accessible only via direct link for the collection.Our help centreAny insights or directions to relevant documentation or settings would be greatly appreciated!

1
S
2 months ago
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Connor RobertsNew Participant
asked in Tickets

Can you edit back end ticket notes?

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

1
C
2 months ago
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User2397New Participant
asked in Product Tours

I can't select the drop-down on a product tour

Here is what I'm trying to do: Select the box for the pop up optionsSelect an option Here's a video, and I'm not sure why I can't figure this out?    

4
U
2 months ago
Michael Nortei
Michael NorteiActive User
asked in Conversations

Unique Users Metric

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

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Michael Nortei
2 months ago
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Phuong HUYNHNew Participant
asked in Messenger

Issues with the Intercom Messenger in Vietnam

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

1
aykut.aydin
2 months ago
K
karol tNew Participant
asked in Conversations

Using conversation attribute in macro.

Hey!Is there a possibility for macros to use values set in custom conversation attribute?I have some extra information that I store in custom attribute but I see no way of using it in the macro.

3
J
2 months ago
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Jake S13New Participant
asked in Article Help Center

Replace article content based on rules

We're expanding our product offering into another business domain. This business domain uses different naming and sometimes different behavior for a given product or feature. We have a lot of articles. We would like the existing article content to adapt to a given business domain. Ideally, I set a section of content in an article to display if it meets my rule. This way we wouldn't need to copy the whole article and maintain two articles about the same thing. For example: Rule 1: Target audience = user.businessVertical = clothingRetailRule1 = true ? clothing : car;  Article Content Hello valued RULE1CONTENT customer.  Article Resolved Content (user.businessVertical = carRetail) Hello valued car customer.

4
P
2 months ago
Alex M16
Alex M16New Participant
asked in Messenger

Are there any plans for conversation data points to have data dependency from other data points?

In Salesforce, there are ways to create Categories and multiple sub catergories to these data points. So lets say you have two categories: Category 1 and 2.  In Category 1, you have the option to choose from X amount of options. When you choose one option, it will show specific data points to choose from in Category 2. The reason we are looking for this is to have more consistent data chosen in Intercom while also offering more data to choose from. We would love to have more specific data chosen in drop down lists but don't want to add too much to them right now as it just becomes too much to choose from.  Just curious if there's been any demand for this.

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A
2 months ago
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Erica AllisonNew Participant
asked in Article Help Center

Are Collection URLs Static?

I see that when you make a change to an article such as editing the title, it will change the public URL of the article. I understand that even with an old URL, Intercom will always redirect the user to the latest article. I am curious if this same logic applies to a Collection? Is there a way to get a static URL for a Collection? Thank you. 

1
bernice
2 months ago
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