Answered

Hello,I am wondering what these fields mean in the Webhook response: "delivery_status": "pending","delivery_attempts": 1,"delivered_at": 0,Almost all of the messages have "delivery_status": "pending" (some of them have “retry”), and all of them have delivered_at: 0. This includes messages such as survey.answers, contacts.deleted and others.What do these fields mean? I would expect a timestamp for delivered_at and status as delivered or something like that.Thank you,Nick

Hello,I’m trying to send the link with AWS credentials via EventTracker to Intercom to include this URL and other attributes in the email to users. When I include the link as an event attribute( {{event.data-request.metadata.URL }} ) in the email, it malformed the URL which results in an error after opening the link in the email: "Error parsing the X-Amz-Credential parameter" probably because of Intercom encryption of these attributes. Is there any way to solve this issue or to pass the URL to email? ThanksOleksandr

Is there a way to know when a user unsubscribed? Which campaign pushed them over the hill, etc.? 

Hi everyone, I am new to using Intercom (like 1 month in) and I am curious as to how you have rolled out Intercom to your customers. Did you use a Beta group? 

We’ve just fired up an intercom outbound post asking users to complete a survey using the Typeform app “block”.It’s working as expected, but there’s now a flood of Intercom inbox responses with their Typeform results as a “note”.This is not helpful for my CS team, so is there a way to prevent those “notes”, auto-close those comments, etc?   

Hey Team,  We are using Intercom and the settings of Auto-Close for Custom Bots (which looks to be enabled by default and can't be turned off) as well as the Salesforce App Integration to automatically create cases when a conversation is closed.  Right now, our Engineers are receiving inbound conversations when properly routed, but if a conversation is started with the Resolution Bot or Custom Bot and they abandon after 3 minutes, Intercom auto-closes the abandoned chat and the SFDC App automatically creates a SFDC Case. We are not wanting this as these should not be creating cases upon closure if they did not talk to an Engineer.  Any way around this without turning off the SFDC App setting for Auto Create Case on Closure? We're wanting to keep that on for automation and ease-of-use for our engineers. I assume we can't be the only company to run into this or a similar situation.  Thanks!

Chat opens in another separate activity/task/app, i.e. creates new application instance. That is, if you open recent applications on an android device, there are two apps (our and intercom chat). We’d like intercom chat to open inside the app without creating a second instance. Could you fix this please?

Has anyone implemented a viable feature request and voting system with Intercom?  Or can suggest a third party integration that can leverage the Intercom user (so they don’t have to log in again etc.). Seems like you need to have real users to avoid spam / rigging votings, so why not leverage Intercom?In short - instead of a survey at the end, I was considering adding the option to start a feature request / or if they hit an article that says the feature is not supported - have an action / link to the known feature request so they can +1 / comment. 

I am exporting conversations data from intercom to an external database. I want to filter out conversations based on either Location or Timezone,  I have seen that on intercom UI, when I go to Reports → Customer Support → Export, I have the option to filter out conversation data by selecting Country. I have also explored two other ways to export data ie., by specifying S3 export bucket or by calling intercom APIs directly. In both ways, however I am not seeing any field related to Country or Location or Timezone.How do I filter out API data or s3 export data based on location, like I am able to do via the UI Reports option? 

When setting up a custom action, I am unable to properly escape quotation characters in the request body. In my particular case I am trying to include some html in the body, which in order to be proper json format needs to have the quotations escaped.For example, I’ll attempt to have this body:{"type": "admin","message_type": "comment","body": "<a href=\"https://google.com\">Rupa</a>","admin_id": 5384099}But when I click next, and then come back to the body, the editor has replaced it with {"type": "admin","message_type": "comment","body": "<a href="\"https://google.com\"">Rupa</a>","admin_id": 5384099}Similarly, if I use single quotes, those get replaced with normal double quotes. Or if I leave the quotes out, they are added.So clearly, the editor is trying to add quotes to the html to ‘correct’ it, but in effect is making it impossible to actually write correct json.Is there a way to get around this, or turn this feature off? Seems poorly thought thro

 Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

 Is there an option to merge tickets?  I have two different tickets that are basically on the same issue and I wanted to merge both of them into one.

Hi there.We recently set a special notice for the past holidays and turned it off when we got back.But somehow it is still appearing. See screenshots attached.I’d really appreciate your help with this. 

Why hasn’t my email sent after I set it live 24 hours ago? Need to get this resolved ASAP.

there is a problem executing query on contacts resource search, there is no problem with version, I’ve checked them few times, contacts resource seach gives me “Bad Request”any solution what can be a problem ?I’m using php sdk for intercom, project is written in laravel. everything is working fine on version 1.0, REST api calls are working fine when I’m defining intercom api version manually.

We’re seeing a problem where the Intercom messenger defaults to a white background while enabled on a dark background of our website.We’ve implemented Intercom using RudderStack. We’re not sure how to force the background of the messenger window to show as transparent instead of white when on a dark background. Does anyone have any ideas?  

I am using Intercom to send a ‘nudge’ email to a customer so I want it to follow on and be part of the same conversation that I opened to send the first email. However I can’t see how to change the ‘subject’ of the email. 

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Can we use two different android/iOS apps with different bundle ids/application id in a single workspace? will this support the feature of push notification?

I understand that when you reply to a message from a customer the ticket is automatically assigned to myself but I had a situation last week where I wanted to let my team know I was dealing with the customer query but did not yet need to reply to the customer. The chat remained ‘unassigned’ because I couldn’t figure out how to assign it to myself without writing a response to the customer. 

Seems like custom action executes just once per conversation using custom bot. If i call the same action again in the same conversation it goes on the fail state, not sure how debug it.

I ticket the “Prevent users from having multiple inbound conversations” but i can still see the “Send us a message button” when i first open the chat.Weird this is i i go into the open conversation, and then hit back, i no longer see the button  

How do I create multiple tickets from the same conversation? I have customers making multiple requests in the same conversation. How do I handle this?

Our company offers multiple product SKU's and allow a customer to be on multiple trial or paid plans at the same time.How to manage attributes for multiple products ? E.g. Signup for product A vs Signup for product BWe are looking for recommended standard practice.

Hello!I am looking to apply a tag automatically when certain agents manually create a new conversation/email. I understand that there is the ability to use the ‘When’ rule for when a ticket is created but we do not currently use tickets. Agents only create outbound conversations/emails so this filter will not apply.I wanted to use the filter ‘when a customer starts a new conversation’, specifically because in the subtext it mentions that it triggers when a new conversation is started. I am looking to confirm if that also applies to agents creating a conversation, or does it have to be the customer who creates the conversation in order for the inbox rule to fire properly?If the ‘when a customer starts a conversation’ does not also apply to conversations created by agents, what recommendations are there to auto-apply tags when certain agents/teams create a new outbound chat or email?Thank you and please let me know if there are any questions.