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Tereza ZaloniNew Participant
asked in Reporting

Calculate active AHT

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

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7 hours ago
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Oladimeji OgunyoyeNew Participant
asked in Apps & Integrations

Microsoft Teams connectivity

Hello, I vaguely remember an Intercom connector being available for Microsoft Teams, but this no longer seems to be case. Has this been removed?The connector allowed us to receive Teams notifications whenever a new conversation was started on Intercom.The alternative approach would be to use a Webhook, but Intercom’s webhook payload seemingly does not conform to Microsoft’s expectations: https://learn.microsoft.com/en-us/microsoftteams/platform/task-modules-and-cards/cards/cards-reference#connector-card-for-microsoft-365-groupsIs my view of this correct? Thanks,Dimeji

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17 hours ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get id of lead merged to user

The REST API has a method for merging contacts from lead to user. It works pretty simple:```curl -i -X POST https://api.intercom.io/contacts/merge \  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \  -H 'Content-Type: application/json' \  -H 'Intercom-Version: 2.10' \  -d '{ "from": "LEAD_ID", "into": "USED_ID" }'```Also, lead can be merged to user in the Intercom app. When lead is merged, our integration listen for webhook with topic `contact.merged`. This webhook has an information to what contact the lead was merged, but has a missing part from what lead: ```{ "type": "notification_event", "app_id": "abcdee", "data": { "type": "notification_event_data", "item": { "type": "contact", "id": "USER_ID", "workspace_id": "abcdee", "...": "..." } }, "links": {}, "topic": "contact.merged", "delivery_status": "pending", "delivery_attempts": 1, "delivered_at": 0, "first_sent_at": 1713533523, "created_at": 1713533523, "self": null}``` May you add lea

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18 hours ago
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VitaSokolovaNew Participant
asked in Mobile SDKs

Attaching photos from camera is broken in 15.8.2

We tried updating io.intercom.android:intercom-sdk from 15.6.3 to 15.8.2 and noticed that attaching photos from camera directly is broken (permission was given). On version 15.6.3 it works as expected. 

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19 hours ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get information about Article in message?

When admin replies with an article, webhook does not contain details about it. May we have a link to article in webhooks? 

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19 hours ago
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Sibi SupportNew Participant
asked in Surveys

Retrieving NPS survey data

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

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20 hours ago
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Maryse MONTIGNENew Participant
asked in Apps & Integrations

Link customer list between intercom & meta

Hi,I would like to link directly the Intercom’s customer list from to meta business manager to update automatically the customer audience.How is it possible ?Sincerely

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20 hours ago
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Eva KnutssonNew Participant
asked in Messages & Series

Customise bot image on messenger

Please help! How do I update the Bot image thats on on the messenger? 

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1 day ago
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Aleksandra MakówkaNew Participant
asked in Settings, Security & Permissions

Limiting teammember to a specific inbox

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

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1 day ago
shubhamsood97
shubhamsood97New Participant
posted in Welcome Party

Hello, Shubham - Program Lead at JustCall (SaaSLabs)

Hey community, Excited to join the Intercom community. I work at JustCall, modern phone system for Support agents. JustCall is also an Intercom app partner.  I’m a program lead at JustCall and I work with partners who want to service their clients with our product.  Looking forward to share my valuable insights and hacks with the Intercom community.  😊

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Diana Tripac
1 day ago
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Leo MayNew Participant
asked in Conversations

Hyperlinks in conversations sent via email are not opening

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

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1 day 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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1 day ago
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random_giraffeNew Participant
asked in Tickets

showTicket sometimes gets ticket by id instead of public_ticket_id?

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

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1 day ago
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kmchucNew Participant
asked in API & Webhooks

Unable to POST Contact using email

I’m currently trying to POST a Contact with just an email, and am currently being met with a 400 error:Request body:{"name": "Kim Chuc", "email": "email@gmail.com"}Response body:{ "type": "error.list", "request_id": "0004n8c4t4e6a3olv82g", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]} Based on the docs, email is the only required field to POST a Contact and I’ve double checked to make sure the email doesn’t already exist: Has anyone ever come across this issue before? 

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1 day ago
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Tim ForanNew Participant
asked in Workflows

Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation.  Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”.  We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago.“Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents.  Any help would be appreciated.

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1 day ago
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Nicholas MillardNew Participant
asked in Messenger

Intercom chat "Couldn't send" error when any user tries to upload or paste an image

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

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1 day ago
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Henrik LeneriusNew Participant
asked in Fin Tips and Tricks- Connect with the Intercom team

How to decide between snippets and custom answers?

I’m trying to share with my team how we can improve the Fin performance over time. Obviously, making sure Fin has access to great answers for the most commonly asked questions is a top priority. So, let’s say you have a very common question that you want to ensure Fin can give a good answer to. When do you opt for creating a custom answer and when do you pick a snippet?I think I have a fairly good idea of the basic functionality of the two options from reading the Intercom documentation, but I still struggle to say when to go for which option…Happy for any best practice advice here!

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Beth-Ann
1 day ago
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Oliver StenningNew Participant
asked in Mobile SDKs

Message input field sometimes doesn't appear in chat on iOS

When opening the Intercom messenger to send messages, after tapping the initial prompt and being asked to type a question, sometimes the text input field for the message does not appear, and there is no way for the user to type. We’ve had reports of this happening from users and have videos of it happening, but have not been able to replicate this behaviour on the simulator. We’re encountering this issue on version 17.0.0

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1 day ago
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Tom WagnerNew Participant
asked in Mobile SDKs

In SwiftUI App where can I call Intercom.setAPIKey?

The documentation and sample app show Intercom.setAPIKey being called from a Scene delegate.  I would prefer not to configure that for my SwiftUI App if I don’t have to.  In addition, we normally do not compile keys like this into our App, instead preferring to fetch them from the server.Are there any restrictions on when I call Intercom.setAPIKey? Does it have to be called on the main thread? Do I have to call setAPIKey from the Scene delegate?  Can I wait to call it until after the user has logged in and communicated with our server to fetch the API key as long as I don’t call any other Intercom calls before that? Thanks,Tom 

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bernice
1 day ago
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Boris RalicNew Participant
asked in Messenger

Help desk for Multiple products

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

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1 day ago
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Luka DujmovicNew Participant
posted in Fin Tips and Tricks- Connect with the Intercom team

Fin unresolved conversation analysis and optimization in bulk

Hello everyone,I was wondering how Intercom users and the Intercom Team themselves are analyzing and working on optimizations to obtain higher Fin resolution rates and CSAT.Some of these actions might include:The Optimize tab in AI chatbot -> Overview -> Optimize. The available Reports (Fin answer resolution rate, Fin unresolved conversation topics, Fin CSAT score, etc.) Analyzing and updating Help Center content and snippets What are your experiences and best practices to doing so in bulk? Are there any recommended features to use for such purposes in the product itself? Can Fin be leveraged (if not now, in the future) to analyze its own unresolved conversations and provide optimization recommendations?For now, I have only encountered external AI-based data analysis tools that could perform such analysis in bulk (let’s say I want to analyze all bot-unresolved conversations in the last quarter, there could be thousands of them). Another way to go is also manual analysis, but that

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Fred Walton
2 days ago
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tvieiraNew Participant
asked in Conversations

Can I split a conversation into different issues?

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1. 

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2 days ago
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Henrik LeneriusNew Participant
asked in Fin Tips and Tricks- Connect with the Intercom team

Leveraging Fin for email channel - manageable workarounds?

Hi there! We are starting out our usage of Fin pretty conservatively. Our approach is to only enable Fin outside of our open hours. This way the customer doesn’t have “much too lose” by giving Fin a chance as worst case they don’t get relevant help but they wouldn’t have a chance to speak to human until tomorrow anyways.My problem with this approach is that we only have about 25% new conversations starting through chat, and 75% from emails. So the potential impact of Fin is pretty limited. Understanding that Fin can’t be enabled in the email channel (yet), I was thinking about workarounds. One option that I considered was to have a reply in the workflow for emails coming in outside work hours, where I tell the customer something like “we’re currently closed. But if you go to <url of web app> you can chat with Fin who might be able to help you out immediately”. Where I think this becomes a problem is that if the customer go to the web and tries to send a message through the web in

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Charlie P
2 days ago
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kironetNew Participant
asked in Mobile SDKs

iOS: Memory leaks after installing Intercom

Hello,I started getting memory leaks printed from Instruments after installing Intercom(17.0.2). Double checked by uninstalling(got 0 after uninstalling).The package was installed using SPM.  

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K
2 days ago
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Sheena MilesNew Participant
asked in Conversations

Conversations Search code not returning any values

I am trying to pull all of our poorly rated conversations to then analyze the data and understand where we have gaps. I’m using the API with the code below: {"query": {"operator": "AND","value": [{"field": "conversation_rating.score","operator": "<","value": 3}]}}However, it doesn’t return any values (posting the returned code as well). I know the conversations are there, because when I retrieve them 1x1 I can see them, but this doesn’t provide me anything. Can anyone see anything glaringly wrong? I’m using the 2.10 API. Headers are also below.{"type": "conversation.list","pages": {"type": "pages","page": 1,"per_page": 150,"total_pages": 0},"total_count": 0,"conversations": []}  

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2 days ago
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