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Hi,We are currently facing a significant issue related to time zone discrepancies that is affecting customer access to our contact center services.Our contact center is based in Melbourne, with operational hours set from 9:00 AM to 7:00 PM local Melbourne time. However, due to the diverse time zones across Australia, customers from different regions, such as Perth, are encountering difficulties reaching us at suitable times. The time difference between Melbourne and Perth is approximately 2 hours.To enhance customer experience, we urgently need a solution for dynamically routing customer interactions based on their local time and our operational hours. This issue significantly affects our ability to deliver efficient customer service to clients across Australia.Your assistance in addressing this matter promptly is greatly appreciated.

I am using a custom chat launcher in my web application. I noticed that the default launcher provided by Intercom flashed the “Operator says...” in the browser tab whenever there is a new unread message. After switching over to the our custom chat launcher, that behavior does not occur anymore. Is this feature only available to work on the default launcher or is there a way to get it to work with the custom launcher.For more context, I am using the Intercom('onUnreadCountChange') function to update the badging on my custom launcher. Thanks

Hi all, I am creating a series with multiple banners to engage users with features they haven’t used yet. I tried testing these banners, but have found that multiple banners will trigger on top of each other at the same time if the user fulfills the criteria for multiple entry rules. I tried splitting 2 of the banners into individual series, spacing them out by time on URL, and adding a last contacted filter on one of the banners -- but that did not seem to work.  Does the last contacted criteria not include users who have engaged with an in-app banner? I thought of adding tags to exclude folks who have received 1 banner from receiving another, but the ideal behavior here is actually that the user should be able to receive multiple banners if they haven’t used the related features, just not all at the same time. Any tips on how I can avoid conflict between in-app messages would be appreciated! 

Hi I am interested in the calling feeature but do not need a new number. We have an established phone number that our residents are familiar with. Is there a way to keep that number and use the calling feature? Thanks.We are currently using Zoom phone.

Is there any possible way to link 2 conversations to the same ticket?In some situations a client contacts us asking for information about his order, and our team opens a ticket for the request. In order to give him this information we need to contact other company via mail (we send emails from intercom as well).We would like to connect the email conversation to the ticket created on the client’s conversation, so when we will get the email reply we can update the ticket and the client as quickly as possible (without having to look for the ticket).I’ll be happy to hear if someone has any solution for this case, or if there is an intercom feature for that.

I need to setup the Intercom webhook to an external endpoint. But the external endpoint needs an authorization header. I could not find the HTTP header fields in Intercom's webhook configuration. ​https://www.rfc-editor.org/rfc/rfc6750#section-5 "Don't pass bearer tokens in page URLs: Bearer tokens SHOULD NOT be passed in page URLs (for example, as query string parameters). Instead, bearer tokens SHOULD be passed in HTTP message headers or message bodies for which confidentiality measures are taken. Browsers, web servers, and other software may not adequately secure URLs in the browser history, web server logs, and other data structures. If bearer tokens are passed in page URLs, attackers might be able to steal them from the history data, logs, or other unsecured locations."

I need to know how to stop the Messenger sending links to articles in the disabled help center. Do I have to go in and delete all of those articles? We have a new help center elsewhere and do NOT want those links going out.

Hi all,What strategies are people using to remove internal users and test accounts from items like performance reports, success metrics etc?Thanks,Steve

I have custom action to open a case in salesforce. when I’m testing it in setup it works properly, when I’m sending the same values in postman it works properly. but in live chat I’m getting” Error occurred validating request values” Endpoint: https://mydomain.my.salesforce.com/services/data/v57.0/sobjects/Case/Any ideas? 

Hiya.We push event data on our contacts. Like when they perform a “search” or a “download”, some of the events with additional properties like “keyword” or “download type”.Is there any way to export ALL events on all contacts, so we can do some data mining on them with our own tools?Export either as plain CSV’s, or maybe to tools like BigQuery?I’ve had a brief look at the API, but it looks like (I may be wrong) you can only query events for specific contacts. We need the events from everyone.Or are there maybe apps than can be used for this? SeekWell maybe?/Soeren S.

Hello!I hide my Intercom widget on some pages of the app using Intercom('update', {hide_default_launcher: true});.The problem is that the user still hears messages sound even when the chat is hidden.Is there any way to mute the chat?Or any other methods to hide chat completely, including the sound? 

how can i make the massenger  open  beasd on plan and work houreslike if the plan is pro and paid yearly show the massenger 24 hif the plan pluse and paid monthly show the masenger beasd on sepecifice work houres else show email form and respond like we will connect you in work houres 

I’m setting up a survey to collect attributes like name and job title, but ran into a blocker where I noticed that company attributes can’t be mapped from surveys. Has anyone figured out a work around for this, or have a creative idea on how we can collect inputs from our users and log them as company attributes? 

We would like to use Fin or Bot to help customers decide which of our products are the most suitable for them. We only need them to answer 3 or 4 questions, ideally in a decision tree. Depending on how customers answer questions, we would recommend the correct device. and link them to the correct page on our website.Would this be best developed in Fin or Resolution BOT? I’m new to both.ThanksJeremy

Hi, i dont see options like in help article in my account: https://www.intercom.com/help/en/articles/234-schedule-a-message-to-send-at-the-right-time Also i canot contact support, constantly chat is hiding from my app. Its anoying. 

Hi, can you please advise if Custom Actions can be used without HTTP/S request? We already send all information to us via Lead Data and would like to just display the buttons from the Lead Data attribute to the user.For example, in this case, if the user has an array of userid attribute lead data, then it should display a button with this userid (In our case it is not an array, so the button will be one)How to output this data for the user without requesting a get to a third-party site?

Curious if anyone’s had good luck with a better SSO implementation & intercom? 

Where can I set the preview image for my knowledge base that shows up as META info for posting on social media?

Hi, I’m trying to use a snippet code i got from your developer party, to search conversations between two epochs. The codes runs without a problem on your platform, but when I use it in google scripts I get the response:{"code":"invalid_query","message":"Query body must contain a query hash"} I guess it is related to the JSON payload, though the string seems to be ok.I was able to work with the API without any problem, when I don’t send a body, but I always get the error whenever I include a body.Any clue?  const str = JSON.stringify({ query: { value: [ {field: 'created_at', operator: '>', value: '1690081199'}, {field: 'created_at', operator: '<', value: '1690167601'} ], operator: 'AND' } }); const options = { method: 'POST', headers: { accept: 'application/json', 'content-type': 'application/json', authorization: 'Bearer XXXXXXXXXXXXXXXXXXXXXX' }, body: str }; const response = UrlFetchApp.fetch('ht

Hey, I'm getting the following build error trying to integrate the React Native SDK with iOS builds. Android build works fine. I have tried the both ways (Automatic & Manual) of installation the sdk.Intercom package version : 5.2.0X-Code - 14.2React-Native Version: 0.66.4Node : 14.17.0

After upgrading from an older Intercom React Native version to the latest version (see details below) we’re no longer able to use the Intercom.displayMessenger() API to open the message composer with the logic mentioned in the docs here, which says:Then we’ll ensure the Messenger opens in the best place for each user.For example:If a user has one unread conversation, we open that conversation. If a user has no conversations, we open the composer. If a user has more than one unread conversation, we open the conversations list. If a user has no unread conversations, we open the last screen they were on when they closed it.The docs still mention the Intercom.displayMessenger() API, but according to comments in the code it’s deprecated and will be removed in the future. Currently calling the function seems to simply do the same as the Intercom.present() API. Our customer support team really likes the old Intercom.displayMessenger() UX and messenger display logic and would prefer to keep it

We are looking at adding identity verification to stop user spoofing on our mobile app and private sites. However we also use intercom on our public pages that have no userid or email as there is no logins. How do we handle this to allow conversations to be opened once Identity Verification is on, but there is no user/email to create a hash for?

How to add buttons in the first post?! Like on the main page of the site of the intercom itself  

Hi, am currently struggling to add the Octopods Omnichannel app  to our test environment. We worked on prod up to the go live and now we set up the test environment but a few other apps also do not have the install now button in the app store. can anyone tell me why or how to install them?

Can I install the Intercom Messenger within a Chrome extension?