Skip to main content

Recently active topics

124 Topics
H
HolgerConnector
asked in Apps & Integrations
Running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel

Hi all :-) Is there anybody out there who is running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel? Thanks in advance ;-)

5998
T
K
Kyle TNew Participant
asked in Conversations
Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action. Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?

1108
A
bosbeest
bosbeestConnector
asked in Ask the Intercom Team about Fin
Fin's flawed assumed resolved & pricing design

Hi everyone, I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅 TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly. My situation: I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic. Supporting customers: When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse. When the

32621
Peter Moriarty
M
Muhammad NisarConnector
asked in Support Operations
Ownership transfer

My issue : Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions. Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. Looking forward to your response. Intercom Support reply : Hello team! Appreciate your patience here as I was out of office this week so your email should have been routed elsewhere 🙏 But from reviewing our last conversation- I never received confirmation about whether you wanted the 14 day free trial OR if you wanted me to transfer the app ownership to the developer workspace. Please let me know which option you wanted and I can go ahead and get that initiated. Sara B I w

8916
mateusz.leszkiewicz
Intercom Team
I
Ivan JNew Participant
asked in Fin & AI
Different Answer for Different Customers

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this?

132
I
J
johndoe1New Participant
asked in Welcome Party
Melbourne, AU – Intercom Phone Connectivity Feedback?

Hi Intercom Community, New member from Melbourne, Australia, running a small hospitality business. We’re exploring Intercom Phone for customer calls and inbox logging. Any Australian users, especially in Melbourne, using Intercom Phone? How’s the call connectivity, lag, or voice quality on AU networks? We’ve had major lag / buffering with other VoIP providers, so reliability matters. Thanks for sharing! Keen to connect with local users. Cheers

192
Peter Moriarty
Brian B11
Intercom Team
Brian B11Intercom Team
posted in Mobile SDKs
iOS SDK Release 18.2.0

Release Date: 01-11-2024 📱 New Feature Added the ability to upload files to a conversation. 🚀 Enhancements Added new API isUserLoggedIn. This enables developers to determine if a user is currently logged in to Intercom. Added new API fetchLoggedInUserAttributes. This enables developers to retrieve the attributes of the currently logged in user. 🐛 Bug Fixes Fixed some layout issues in the conversation view. Improvements to the photo previewer. Fixes some colour accessibility issues throughout the SDK. Fixes issue where clicking on the CTA in a post would not dismiss it.

1737
T
M
Mike SimmonsNew Participant
asked in Fin AI Agent
How to encourage FIN to source it's answers from a particular help center

My company has three products. Each of them have their own knowledge center. Each customer conversation is tagged based on which app the user originated from. Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system. Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?

81
Tommy Mains
H
HugoNew Participant
asked in API & Webhooks
Using Intercom's API to calculate common conversation metrics

I have been using the Intercom API to try to recreate the regular metrics in Metabase. I have tried using this resource but haven’t found it to be particularly helpful. For example, if I try this query, the response maps to the New Conversations Metric in the Intercom dashboard instead of the Assigned Conversations metric which is my intention. SELECT "Inbox Details - Team Assignee"."inbox_name" AS "Inbox Details - Team Assignee__inbox_name", COUNT(*) AS "count"FROM "public"."conversations_data" LEFT JOIN "public"."inbox_details" AS "Inbox Details - Team Assignee" ON "public"."conversations_data"."team_assignee_id" = "Inbox Details - Team Assignee"."inbox_id"WHERE ( ( "Inbox Details - Team Assignee"."inbox_name" = 'VIP Support Inbox' ) OR ( "Inbox Details - Team Assignee"."inbox_name" = 'Support' ) OR ( "Inbox Details - Team Assignee"."inbox_name" = 'VIP Escalation Inbox' ) OR ( "Inbox Details - Team Assignee"."inbox_name" = 'Escalation Inbox' ) ) AND ( "public"."conversations_data"."c

261
Shaq Payne
Intercom Team
U
Ulisses TestNew Participant
asked in Messenger
Inbound Phone Calls on Messenger

Hi everyone, Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number? I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access. Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:” Any help? Or am I asking for features that don’t exist?

21
Shaq Payne
Intercom Team
J
Justin2727New Participant
asked in Reporting
Chart Drill in Conversations not loading

Over the past few months I have been using a custom report to review conversations containing certain keywords using the chart drill-in feature. Usually the full conversation is shown within the reporting tab as that is easier to click through the conversations quickly. However, the past week or so I have had issues with the conversations not being shown and need to use the ‘View in inbox’ button in order to review the conversation. It is usually less than 1,000/month that get pulled into the report. When I try to refresh the report it populates the first few conversations but then goes back to just showing a blank page (shown below). Is there any way to resolve this so that all conversations are able to be viewed using the drill in feature?

101
Shaq Payne
Intercom Team
C
Clarisse TolosaNew Participant
asked in Conversations
Outbound call adding me as a contact

When I make an outbound call, it adds me as a contact in the client profile. Here are the steps: select a contact in intercom start a new conversation click the plus button in the top left corner to select phone call as the type of comms When I return to the page showing contacts, I then am added as a contact for the business. Client data is synced from Salesforce. So typically if I dial out with a number that we don’t have in SF this is where we’re seeing me being added as a contact.

121
Shaq Payne
Intercom Team
Y
yoongzoo55New Participant
asked in Workspace Data Management
Getting 403 Error

Getting 403 error again and again whenever i am suppose to login in a old account of mine in intercom and if i create a new account then also this 403 error is occured. And my second problem is that i can’t make a new content in https://app.intercom.com/a/apps/we8zvuag/knowledge-hub/all-content whenever i clicke on NEW CONTENT “That data could not be loaded. Please contact customer support.” this is appear and if i contact to your customer support there is no reply back its my urgent work please look up on this.

191
Shaq Payne
Intercom Team
R
Russ CoxNew Participant
asked in Apps & Integrations
Custom domain behind Cloudflare full strict SSL mode

I’m following the below document to set up a custom domain for our help centres but am unable to do so given HTTPS (manual setup) appears to not support our domain’s Cloudflare SSL mode (full strict). HTTPS (quick setup) is not available for our existing account 1 - Does HTTPS (quick setup) support full strict SSL via Cloudflare?2 - Are we able to have HTTPS (quick setup) enabled for our account retroactively? https://developers.intercom.com/docs/guides/help-center/custom-domains Cheers Russ

815
Shaq Payne
Intercom Team
S
SilverstoneNew Participant
posted in Messages & Series
How can I speak to someone in Ticketmaster? TM

120
S
E
Erin_CNew Participant
asked in Article Help Center
Article Effectiveness in Deflection of Support Tickets

Hey there, Anyone have advice on how to track: • Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved. Any help is appreciated.

383
Julian Murray
Innovator ✨
J
jennifirNew Participant
posted in Conversations
How do I talk directly on Robinhood?

200
J
K
Kristof BergerNew Participant
asked in Workflows
Waiting on external Event/Message/WebHook

Hi all! We are trying to find a way to raise an event from an external application into a FIN workflow, in order for it to continue processing. Explanation: We have an action as part of an app, which can used in workflows to trigger our functionality. This action will call an API on our backend, which will in turn trigger a flow to start a client-component via our own websocket. This works as expected. At some point, this client-component (or our backend) are in a position to say that the job is done. We want to send this information into the ongoing conversation/workflow between the user and FIN, so that the workflow automatically continues. It looks like there is no way of doing this, except for the closed beta FIN Tasks (this is what FIN suggested to me when asking it). Is this true? Is there no way to send external messages in to a process to trigger events? Thanks for any help with this :-) -kristof

40
K
C
CurwerNew Participant
asked in Mobile SDKs
java.lang.NoSuchMethodError: No static method FlowRow

Hi, So I’ve implemented the Intercom SDK into our Android app the past few days and stumbled in to a strange thing. The SDK crash as I’m trying to open the write message view with this error. java.lang.NoSuchMethodError: No static method FlowRow(Landroidx/compose/ui/Modifier;Landroidx/compose/foundation/layout/Arrangement$Horizontal;Landroidx/compose/foundation/layout/Arrangement$Vertical;IILandroidx/compose/foundation/layout/FlowRowOverflow;Lkotlin/jvm/functions/Function3;Landroidx/compose/runtime/Composer;II)V in class Landroidx/compose/foundation/layout/FlowLayoutKt; or its super classes (declaration of 'androidx.compose.foundation.layout.FlowLayoutKt' appears in /data/app/~~MDeJzUHvf74b7jpNmGq6Rw==/com.sveasolar.staging-7N_jvukfhGCaqNo-t2IqvQ==/base.apk) at io.intercom.android.sdk.m5.conversation.ui.components.row.QuickRepliesKt.QuickReplies(QuickReplies.kt:38) at io.intercom.android.sdk.m5.conversation.ui.components.row.QuickRepliesKt.ComposerSuggestions(QuickReplies.kt:88) at io.

38114
민
K
Kathryn BNew Participant
asked in Conversations
Is there a way to pin/star important notes within a conversation?

Our team will use the Notes function to add details to some conversations. For example, they'll add a link to a Shortcut ticket if they escalated the issue to another team. We would like to quickly identify/surface these notes for quick action when following up.

1722
J
J
Jihan JavierNew Participant
asked in Conversations
How do you keep track of conversation topics without manually tagging conversations?

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation. We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient. Would love to hear any best practices or tools you recommend!

91
C
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
posted in Expert Program Welcome Party 🥳
Unlock Exclusive Access to the Referral Program User Group—Earn Up to $2,500 per Referral!

🎉 Important Update! 🎉 We’re excited to announce a new benefit for the Innovator level of the Expert Program! You’ll now gain access to the Beta Group and the Referral Program User Group—with the chance to earn $2,500 bonuses for Fin referrals! This exclusive opportunity is designed specifically for our community, granting access to dedicated and committed members, with even more exciting referral programs on the way! To qualify, reach at least the Innovator level by providing at least 5 answers, 10 replies, and earning 100 points. Find more details about the Expert Program benefits and ranks here. Once you hit Innovator, you’ll unlock access to both the Beta Group and Referral Program links. P.S. All members who have already reached the Innovator level and above have been sent the invite link via email. If you haven’t received the email, please let me knowcc ​@conor , ​@Julian Murray , ​@Diogo Silva , ​@Fario Consulting , ​@Joseph S. , ​@sharleen , ​@Trevor , ​@User49 , ​@Graziela ,

260
Diana Tripac
Intercom Team
L
leegeeteeNew Participant
asked in Messages & Series
Attribute json blocks for html blocks contains an invalid message template variable - but previews work

I’m trying to use a custom HTML template to send an outbound message (it’s an A/B test, not sure that matters) and when I click “Schedule and set live” I get the error message “Attribute json blocks for html blocks contains an invalid message template variable.” I sent 10 Preview messages successfully to various email addresses for testing, and only encounter the error when I try to set the email live. I built the email in Figma with the Emailify plugin. I have exported code before using the same programs and didn’t get this error but obviously this is a different email with different styling. I am clearly not a programmer (I know just enough to be dangerous) and I am comfortable making minor changes in HTML. I have read the help desk article https://www.intercom.com/help/en/articles/245-creating-html-emails and I see the list of supported HTML blocks but am not sure how to search in my code for something *not* allowed. Happy to share the full code with someone who can help.

323
L
S
Sunny RaiNew Participant
asked in Fin AI Agent
Fin Setting - Turn off "Talk to a person" option

Hi - We want our users to be able to interact with Fin but not give certain domains the option to “Talk to a person”. Is it possible to configure this? We are open to turning this off for all customers for now, if we can’t turn it off for specific customers

152
S
J
jasmin.nNew Participant
posted in Product Tours
Product Tours

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips. Thanks, Jasmin

90
J
Ask a question

Most helpful members this week

Popular tags

Terms & ConditionsCookie settings

Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings