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K
kDmNew Participant
asked in Apps & Integrations
Custom workflows - 401 Unauthorized

We are using Jira for tickets with the basic mode. In it, I created custom workflows. I made several workflows, and they were working fine, allowing tasks to be created in Jira. However, at some point, all of them stopped working and started returning a 401 Unauthorized error. Even though we completely reinstalled Jira for Tickets in Intercom yesterday. Now, none of my custom workflows are working. I found articles where people reported the same problem. Is there a solution?

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Trevor
Innovator ✨
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Gina MelendezNew Participant
asked in Workflows
Can someone share experiences using Zapier with Intercom for automation & lead creation?

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

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essaNew Participant
asked in Messages & Series
hello good morning how i can ask question

hello good morning how i can ask question

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Trevor
Innovator ✨
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MaryNew Participant
asked in Intercom Community
OTP

Hello, my team and I have been trying to send OTPs through WhatsApp using Intercom, but we haven’t been successful. Since we are in Latin America, we’ve noticed that WhatsApp has a much higher adoption rate, making it a better channel for OTP delivery.Has anyone successfully implemented this? If so, could you share any tips or best practices?

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Diogo Silva
Innovator ✨
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
posted in Expert Program Welcome Party 🥳
🎉 Join the Beta Group Now—Easier and Faster! 🎉

 We’re thrilled to announce that the requirements for the Innovator level have been lowered to help more active users gain access to our most popular Beta Group! 🎊Now, you only need 5 best answers and 10 replies in the community! Once you meet this requirement, you’ll receive an invite to join the group and enjoy exclusive early access to exciting betas.You’re just ONE step away from this amazing opportunity! 🚀Next steps: Check out this space and get involved in the community to get started. 

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Diana Tripac
Intercom Team
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Ryan LeuschNew Participant
asked in Customers & Experts Connect
Anyone help us expedite immediate needs and help acclimate our Intercom team member?

Hello,We are hoping to find someone to expedite our immediate goals and help our Intercom point person get things accomplished quickly while they learn as immediate goals are achieved. Thank You

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Diana Tripac
Intercom Team
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User1710New Participant
posted in Fin AI Agent
What is your Fin success rate?

Just out of curiosity, what is everyone’s resolution rate with Fin?We are just now implementing Fin AI for our bots and are trying to set realistic goals and expectations. Our manually created bots today deflect about 40-45% of chats without Fin, so hoping we can reach at least 60% deflection with Fin. 

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Justin M12
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Noam EttenNew Participant
asked in Workflows
How to start a new conversation (including triggers) in an existing WhatsApp thread?

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?  Thanks for the help!

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Justin M12
Graziela
Innovator ✨
GrazielaInnovator ✨
asked in Workflows
Workflow management

How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?

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johntyson
johntysonNew Participant
asked in Workflows
How to Optimize Intercom Workflows for a Small Team?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

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RaymondValentineNew Participant
asked in Intercom Community
Intercom Newbie - some general questions!

Hi everyone!I’m new to Intercom and have some questions which might come across as extremely basic.  I’m trying to send out a once off message to a select cohort, but Intercom continues to send this to people who match in the future. Is it possible to send this once only at that given time? I’m creating a series for new users who sign up. It has 7 touch points over 3 weeks. I want a user to exit the series when they make a purchase, and begin another series. The attribute is [is_customer: true]. Once this updates, I want them to exit the following engagements.  Has anyone integrated Intercom with Slack? I want to be notified in my slack channel when someone starts a conversation. Is this possible? What is an underrated feature on Intercom? (Just out of curiosity!)Thank you in advance. 

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darshanhiranandaniNew Participant
asked in Conversations
Darshan Hiranandani - How do I configure the default contact for an inbound email to utilize the reply-to address?

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

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Justin M12
Justin M12Connector
posted in Fin AI Agent
FINs Guidance Function - How are you using it?

FINs newest feature Guidance is now live in Beta? Are you using it?With such a new feature, that is possible the most powerful and complex, moved to Beta recently I’d love to hear how many of you are using it and how you are all finding it?Lets try share tops tips in the below, so we can all learn from each other.Examples of how you are using it What's working well What's not doing what you expect Anything else that is good to know

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Justin M12
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Jihan JavierNew Participant
asked in Fin AI Agent
Train FIN for more scenario based questions?

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

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EB1901New Participant
asked in Fin AI Agent
How to exclude spam/marketing emails from Fin for email

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails.In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

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Eugene GordinNew Participant
asked in Surveys
Surveys on iOS

Hi Intercom team,we at Center just doing our initial integration with your product and running into some problems with iOS SDK. In the documentation we found the following:“Surveys don't currently support real-time mobile events, meaning your app users won't receive the survey immediately after the event happens. The survey will only send when a user update is triggered: A user launches your app, A user closes your app and then opens it after a few moments, or By updating the user via our mobile SDK methods. ”So in our app we are trying to present Intercom survey at a specific point in time when a user performs a specific action. We did create and registered a specific event for this. According to the documentation above, a user update should force the survey to be presented. However, no matter what we tried, it did not work for us on iOS. It does work on Android though. Can you please clarify if this functionality is supported on iOS? Maybe there is an existing bug or a specific w

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Rotem Ben ShitritConnector
asked in Reporting
How to find how many tickets and conversations WE sent out

Hi guys, One of the things we do is to measure the number of tickets/conversations we started.What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you!Ro

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F
Innovator ✨
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HosamNew Participant
asked in Messages & Series
Assigning to a Team Inbox Based on a Custom Event Message

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

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Diogo Silva
Innovator ✨
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Valerio ChangNew Participant
asked in Conversations
Can the message timestamp be shown to users?

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages. 

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Diogo Silva
Innovator ✨
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Amberlee PrescottNew Participant
asked in Tickets
How do you make Ticket prioritization visible to your customers? 🤔

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal.However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

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Diogo Silva
Innovator ✨
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millerharryNew Participant
asked in Workflows
How do I set up workflows that sync with my CRM?

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

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Adam Warden
Adam WardenNew Participant
posted in Workflows
What goals do you set for your workflows?

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

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Nawfal MellahNew Participant
asked in API & Webhooks
API 401 error "token_not_found" but the access token is provided

Hello,I am using Intercom API in a GCP cloud run to do several things, especially updating a user.Sometimes it works, but sometimes I get an 401 error: “token_not_found”, and I checked multiple times with logs: I am always sending the access token and it’s the right one. “intercom_user_id” is also the right one.I also checked multiple times my server and logic, and there’s no error. It’s happening both in production and test mode.Here are some request ids where this error happened: 0003sad4ua316ingi1l0, 000an1qat9nc63bsg160, 0021017ivsn8tt93ipd0.Here is the call in python:url = f"https://api.intercom.io/contacts/{intercom_user_id}"headers = { "Authorization": f"Bearer {settings.INTERCOM_ACCESS_TOKEN}", "Intercom-Version": "2.12", "Content-Type": "application/json",}update_dict = intercom_profile.model_dump()try: response = await httpx_client.put(url=url, headers=headers, json=update_dict) if response.status_code != 200: log.info(response.json()) log.i

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Diogo Silva
Innovator ✨
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GardnerCaitlinNew Participant
asked in Customer FAQ
Resending push notification request

Hi, I need to send a request to all of the users to ask their permission to allow push notifications from my company via intercom. Please tell me in detail exactly how to send this request.Thanks!

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Diogo Silva
Innovator ✨
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Harry GardnerNew Participant
asked in Apps & Integrations
Adding intercom conversations into hubspot

Hi everyone! 👋Our support team works in Intercom, but our sales and customer success managers use HubSpot. I’m looking for a way to ensure that Intercom conversations are added to customer records in HubSpot automatically.I’ve come across some apps in the Intercom App Store, but I’d love to hear from anyone who’s done this before. Specifically:Are there any integrations you’d recommend? Ideally something that doesn’t require dev work (but if it does, that’s ok) How well do they sync conversations between Intercom and HubSpot? Any tips or best practices to ensure the integration works smoothly?Thanks for reading, and I appreciate any advice you can share! 😊

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