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Ben Griese
Ben GrieseNew Participant
asked in Article Help Center
Best practices for using/setting up our available features?

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

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Ben Griese
38 minutes ago
Diogo Silva
Diogo SilvaConnector
asked in Article Help Center
Addons for remote support

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

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Diogo Silva
1 hour ago
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
posted in Expert Program Welcome Party 🥳
Congratulations on reaching the Expert Level! 🚀

Join me in congratulating our recently awarded Community Experts ​@Nathan Sudds and ​@Milan !!! 🥳🥂🍾Nathan and Milan are just a step away from officially making it to the very top, reaching the Top Expert level, and getting all the benefits which come with unlocking this top level.​@Nathan Sudds ​@Milan , we’re so proud to have you as part of our community! Thanks for participating with us in shaping the Expert Program and community relaunch!!We’d like you to share a few things with the team:How do you find the Expert Program? Are you enjoying the benefits so far?    How has your experience as an Expert User in the Intercom Community helped you? 

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Nathan Sudds
Expert User ✨
2 hours ago
sebinignatious
sebinignatiousNew Participant
posted in Expert Program Welcome Party 🥳
Excited for the Expert Program: A Longtime Intercom Admirer!

I’m a product manager currently working on a B2B SaaS product. In my previous startup, I took care of customer support and built a user-friendly help center using Intercom, which gave me firsthand insight into how  intuitive the platform is. Check it out here https://support.superr.app/en/I’ve followed Fin’s journey from its early stages and am genuinely excited to see how AI is changing the customer support domain.  As a PM , I admire how Intercom approaches and solves complex product challenges. In fact, when I was exploring this field, Intercom on Product Management was one of the first resources I turned to.I even check my current company’s Intercom account regularly just to explore how the platform has evolved. I love how you’ve streamlined workflows and automation into a single, cohesive module, making the tool even more impactful for teams.Very much excited to join the Expert Program ✌

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Ruth O
Intercom Team
2 hours ago
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AlanKTONew Participant
asked in Conversations
Organization of Macros

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

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Nathan Sudds
Expert User ✨
3 hours ago
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Mario GuevaraNew Participant
asked in Apps & Integrations
Facebook/instagram comments?

Hello! Is there anyway to answer get facebook/insta comments in an inbox? I already did messages, but so far, I cannot find a clear solution for comments. Thanks in advance

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3 hours ago
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JDUMARAOSNew Participant
posted in Welcome Party
Hi! I'm JD! ~ Technical Support

Hello,I’m JD, and I’ve been working in technical support for over 16 years. Throughout my career, I’ve developed a strong passion for helping customers solve complex technical issues and ensuring they have the best possible experience with the products and services they use.For the past 3 years, I’ve been using Intercom extensively, and I’ve become highly proficient in navigating the platform’s features to provide efficient and effective support. Whether it’s managing live chats, troubleshooting issues, or utilizing automation to streamline workflows, I’ve found Intercom to be an invaluable tool in delivering top-notch support to our customers.I’m always looking for ways to improve processes and enhance customer satisfaction, and my experience with both technical support and Intercom allows me to contribute meaningfully to any team.Looking forward to connecting!

244
Ruth O
Intercom Team
3 hours ago
George Buss
George BussNew Participant
posted in Welcome Party
A community!?! Yes, please!

New to the community.  2 years using Intercom but been in the Customer Service space for 20+ years running the front desk for a museum, taking bookings for a traveling theater, and now working in SaaS. Super glad to be here!

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Ruth O
Intercom Team
3 hours ago
T
Taylor GalloNew Participant
posted in Welcome Party
Hi there!

Happy to be part of the Intercom Community! Joining from NY.I work for accommodations software development company, Disclo, as an accommodations and client support specialist. Looking forward to having a community of experts to lean on for Intercom support, when needed! 😃

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Ruth O
Intercom Team
3 hours ago
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Prasun ChoudhuryNew Participant
posted in Welcome Party
Hello everyone! I am Prasun and I am heading the Product support team at MoEngage!

At MoEngage, we started using Intercom’s Fin AI as a generative AI-based bot and as a chat platform that supports custom troubleshooting flows. Being on the core team that conceptualised the idea and implemented the platform, I had a front-row seat to implement this wonderful tool in a complex product as ours. Happy to help where I can and also to learn from the experience of other experts here. Cheers folks!

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Alondra Pacheco de Anzaldua
4 hours ago
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Upendra SinghaiNew Participant
asked in Article Help Center
Articles without collection show up without header

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?

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5 hours ago
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Wai-man FungNew Participant
asked in Workflows
Assign ticket attribute to a ticket in workflow.

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

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7 hours ago
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LaMintActive User
asked in Workflows
How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

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L
9 hours ago
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
Join the Intercom Expert Program 🏆

 💡 Exciting News!Introducing the Expert Program in the Intercom Community!  We are thrilled to announce the launch of our brand new Expert Program, designed for our most passionate and knowledgeable users.By joining, you'll have the opportunity to connect with other users, share your expertise, and gain recognition and earn rewards for your contributions. 🌟 Join the Expert Program Hub now and start leveraging your knowledge to make a difference! Visit the Expert Program Hub to learn more 🤩   Submit your application to express your interest in joining the program 🚀   Join the Expert Program Welcome Party user group to get started 🥳 

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A
1 day ago
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Steven363New Participant
asked in Messages & Series
https://growsocialfans.com/buy-linkedin-connections/

I’m passionate about helping professionals grow their LinkedIn networks and achieve their career goals. With our reliable service, you can buy connections LinkedIn to enhance your profile visibility, build credibility, and connect with industry experts. Start expanding your professional network today and unlock new opportunities.

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S
1 day ago
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smithlooNew Participant
asked in Article Help Center
About improving SEO for article help center

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

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1 day ago
Sherice
ShericeNew Participant
posted in Use Intercom like a PRO
Why Speed Alone Isn’t Enough?

Imagine being the sole support agent for thousands of customers on a growing platform, personally handling every request. That was my partner’s reality at a startup years ago. The sheer volume was overwhelming, but every interaction mattered to him, and he poured genuine care into crafting thoughtful, personalized responses for every single user. Customers felt valued, but it came at a cost: long delays that led to frustration despite his best efforts. The pressure to speed up was constant, and leadership understandably wanted faster responses. This is the dilemma many companies face: speed vs. care. Most companies, when faced with this situation, choose efficiency. They prioritize speed, churning through tickets as quickly as possible—but at what cost? Responses often feel generic, irrelevant, and devoid of empathy, leaving customers feeling processed rather than valued. But my partner didn’t want that. For him, the choice felt impossible: prioritize speed and risk losing the quality

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2 days ago
Alondra Pacheco de Anzaldua
Alondra Pacheco de AnzalduaNew Participant
posted in Welcome Party
Hello From McAllen, TX

It’s a pleasure to join the Intercom community. I’m excited to dive deeper into the platform’s features and explore how Intercom can help us enhance and grow our Customer Success department.I’m eager to become an expert user and look forward to engaging with this community to learn, share, and collaborate. I’m sure there’s a wealth of knowledge here, and I can’t wait to grow alongside all of you.

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Alondra Pacheco de Anzaldua
2 days ago
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hotinbundyNew Participant
asked in Workflows
Workflow Assistance: Product Versions and Knowledge Source Query

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co

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M
2 days ago
Trevor
TrevorActive User
asked in Article Help Center
How you are translating articles, and copying content for translating?

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

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Diogo Silva
3 days ago
R
Rachel KennedyNew Participant
asked in Workflows
Workflow for custom auto reply

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

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Joe Caffrey
3 days ago
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JordaneNew Participant
asked in Messenger
[Issue] New conversation always shows last workflow

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

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J
3 days ago
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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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Trevor
3 days ago
A
Arevik DumikianNew Participant
asked in Workflows
Is there an option to automate forwarding emails from inbox to the external team member email?

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

426
A
3 days ago
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
posted in Expert Program Welcome Party 🥳
Kick Off the Celebration: Say Hi!

Welcome to the Expert Program! 🎉 Hello everyone! 👋We’re thrilled to have you here in the Expert Program! Join the celebration as we kick off this exciting journey together! 🥳 Introduce YourselfWe’d love to learn more about you! Please say hi and share a little about yourself. This is a great opportunity to connect with fellow members who are also on their Expert Program journey. Connect and CollaborateUse this group to:Network with like-minded users Share experiences and insights Ask for advice and supportTogether, we can all grow and learn! Stay UpdatedMake sure to keep an eye on this group for important updates and resources related to the program. Important LinksVisit the Expert Program Hub to learn more 🤩   Submit your application if you haven’t already 🚀   Expert Program Benefits 🎁   How to earn points and climb up the ranks 💡   Expert Program Q&A - ask here 💬 Let’s keep the party spirit alive and embark on this adventure together! 🚀🥳

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3 days ago
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