Answered

I am using Audience Targeting for my articles so that only our users can see the step-by-step guides. If there are no articles visible to visitors and leads, and the users are not signed in the Help Center home page will provide a standard message that says “Empty Help Center This Help Center doesn’t have any articles or collections in it yet”  If they are instead directed to a specific article, the message tells them to log in to view, but doesn’t redirect them back to the page they were trying to view. This seems like a confusing user experience - how are others using Audience Targeting to show articles to only users?

Hi everyone, I’d like to send a CSAT rating when a ticket (not a conversation is closed) is there any way to set this up?I tried something with the custom bot but unfortunately it doesn’t work because I guess of this rule “ The conversation includes at least one message from both the customer and a teammate" and in ticket there is currently no interaction (messages). Or maybe I’m wrong and conversation rating can only be triggered for conversation and not ticket? I’d appreciate your help!Thank you

I’m using the latest cordova-plugin-intercom version.Steps to reproduce.Open an article directly from my code using the displayArticle function.Tap the frown face under “Did this answer your question?”Tap the Send us a Message buttonApp crashes and closes.Let me know if you need the exact Xcode crash info.

Hi,Newbie alert here. I’d like to for the chatbot to capture feedback from a user. Something like:  Please describe who you are and what you’re looking forI get the impression that that isn’t really possible or am I mistaken? 

Japanese characters are fixed one by one when entering text on the keyboard.I don't think it is the browser's fault, as it occurs in various computer environments. 

Just wondering if we can do something similar to messanger but wihtout the message function? What we want to do is use intercom to display our tours, links to help content etc in our products, but we aren’t quite ready to have people messaging us in intercom. 

I am trying to access contacts via the API using the ruby gem in a Ruby on Rails app. Have  a test workspace and have created an app in the developer portal in this workspace. Also generated an access token.I am able to create a client object in the rails console.However I get an authentication error when I try and make any calls to the api:[1] pry(main)> intercom = Intercom::Client.new(token: ENV['INTERCOM_TOKEN'], api_version: '2.9')=> #<Intercom::Client:0x0000000130716a48 @api_version="2.9", @base_url="https://api.intercom.io", @handle_rate_limit=false, @rate_limit_details={}, @timeouts={:open_timeout=>30, :read_timeout=>90}, @token="'***************************************">[2] pry(main)> intercom.contacts.find(id: '56f0399fc1f09a1bf6000200')Intercom::AuthenticationError: Unauthorizedfrom /Users/dsingh/.rbenv/versions/2.7.6/lib/ruby/gems/2.7.0/gems/intercom-4.2.1/lib/intercom/request.rb:164:in `raise_errors_on_failure'Is there some other configuration needed fo

Hello where can I find the updates for this? Can anyone give me a description of what this feature is in its entirety and when will this come out? To my understanding , can we setup multiple help centers for one workspace?

We're curious if the newly released Tooltip feature set was designed with any accessibility requirements in mind. It's great we can adjust colors to ensure contrast ratios are met but can these tool tips be used by users who require keyboard tabbing? Can they be utilized by those who consume content with a screen reader?

Hi I want to ask how to stop sending a series of email campaign until the user ends up logging back in to my product? I created a particular reengagement email campaign, and I want to stop sending the rest of the emails after the user returns to my product. How should I set up my email campaign to detect such activity?  Thank you! 

I’m looking for a solution that allows my web app visitors to 1) submit feedback at any time and 2) submit bugs they encounter. I’d like there to be a button on my web app or simply click the Intercom message app and have a place within the Messenger that allows this. I would need to know the section of the app they are in.I’m not able to find a solution to this on the Intercom website or demos. Does this exist?

Hey all! I have a an app that I built and I want to trigger a custom bot from the app. For example, the app will respond to the user but if the app gets confused or doesn’t know how to proceed, we want to trigger a custom bot that collects the user’s email (just an example) Basically, I want to be able to arbitrarily trigger a custom bot from an app. Some ideas I had:Have the app say something like “We’ll look into that” and have the custom bot search for that exact string. I couldn’t figure out a way to have the custom bot “search” for that string Have the custom bot search for specific strings like “I want to talk to a human”. It’s not super robust since we have to search for a lot of keywords.Any other ideas? Thanks!

Objective: Programmatically (API) send SMS through Intercom while passing in a payload of variables to inject into the SMS template. We can’t find a path forward to utilize event metadata to fill in SMS template variables inside of series. Our current path that led to a dead-end isCreate a series with an event trigger. We POST an event to effectively send an SMS Use event metadata to pass in sms template variable values The only event attributes that show up in the SMS template builder are <eventname> first, last and count. Not our custom event metadata we specified.

Hi there,We are experiencing a high level of agents reporting that Intercom is extremely slow and keeps crashing when selecting/sending replies. Any advice would be really helpful. Thank you.

Our company has resolution bot answers created in more than 10 different languages and there could similar keywords added to the questions to train the bot. As a result, we’ve been experiencing bots giving resolution bot answers in a different language as what the Customer is writing in.

Hi everyone, Just want to confirm that can we embed/install Intercom in the app that we developed (can be found on App store)? So that our customers can reach out to customer support by clicking the messenger icon when they log-in to our app? 

I want to use numbered lists for how-to steps in an article. I also want to insert some screenshots to help guide users. I'm learning the limitations of the Articles feature... and I have 2 questions: When I add a screenshot below a step, I cannot continue the number sequence. The list re-starts at 0. How can I continue the list numbering?I want to insert an image within a paragraph, such as a small icon/button to help guide users. But images always appear on a new line. How can I insert an image inline such as this one that follows? (bonus observation). Interestingly, the numbering in this forum enables me to continue numbering!

I’m trying to sort out our Inbox Rules to apply a separate SLA to the tickets that come in.  We currently have an Inbox Rule that applies an SLA to incoming conversations.  However, if that incoming conversation is tagged a certain way and becomes a ticket, we want a different SLA to be applied.  I’ve tried a few variations, but the SLA for incoming conversations is always being applied to the Ticket conversations.  We use tickets for one purpose: to provide cancelations/refunds. For example, we have tags automatically applied--this works: We then have these two Inbox Rules:This one doesn’t seem to work:This one works every time:I know I’m likely missing something in the logic--I just want one contact type to have SLA 1 and another contact type to have SLA 2. Thanks--

Hello everyone!It is posible to create an report with subjects that appear most in chat with customers? I believe that in Reports - Conversation Topics I can create it, but there's no option yet to create this reports in Spanish or Portuguese.Hope you guys can help me!

Hi there, we have used intercom for years and need to re-strategize our support structure. We've grown a lot lately and now there are 15 of us in the queue (3 at a time) mainly working out of the "all" queue and sorting by waiting longest. We have two teams in Asia, and one in South America and we have 24/7 support. We're a B2B software product. Users are in our product much of the day and leads are handled outside of intercom.  Goals: Less unique support reps on tickets (currently too many people having to go back and read through comments and ask repeat questions)Keep response time the same or improve response time (15 median first, 5 minute median, 30 min average response time)Provide our higher paying clients faster support. Ex. if there is a case for a lower paying client which came in before a higher paying client, and none of them have a response yet, we'd want to work the case for the higher paying client first. Before we start building this, I'd love

We are preparing to launch a new feature on an existing page, for which I am building a product tour in Intercom. What I need is for the product tour to automatically start once we deploy our feature and the tour to production environment in early Feb. There shall be 2 user classes –Existing account users who login after our feature launch – they should see the tour ONLY on their 1st visit since launch and not repeatedly after that.Net new users opening an account in say March – who would see the tour ONLY on their 1st visit launch and not repeatedly after that. Have set ‘Show Automatically’ = ON, with no settings for URL or users. Also set ‘Use Everywhere’ = ON Questions:My product tour didn’t seem to start automatically when I had everything blank including users in the Show Automatically section; but it worked when I switched users to visitors. However, our site is a secure site, not public site. Also, I fear it didn't behave exactly for other test users... I don’t see any expli

Hi, is there any way to wait until window.Intercom(‘trackEvent’) finishes? I’m tracking user’s logout event then use Intercom(‘shutdown’) to clean up the cookies and reset Intercom, but it always throws this error:Uncaught TypeError: Cannot read properties of undefined (reading 'then')    at frame-modern.422879eb.js:1:381486

Hi all!I would like to create a product tour, and I am having some trouble since one of the pages that I'd like to add is a pop-up and the URL does not change from the previous screen. Is there a way I can get Intercom to recognize the new page (even with the same URL as the previous one)? Intercom sent me this article, but I am wondering if there is a more simple solution that does not involve changing the code.

Hello,does intercom have a feature, where a customer opens messenger to text you and asks whether they want to text you as a guest or use facebook messenger? like that:if yes, how?  

When I run this method the Intercom screenis called normally and with the text I define.After opening the chat and sending the predefined message the bot goes into action with the messages to give us more context about the chat.After the second interaction, the chat returns with the same message as before.In theory, this behavior is wrong, it should only bring the text to the first interaction Attention to the input!