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All,I have setup Intercom with office hours for my different countries i have customer support staff in. Now i am looking at closing the chat for incoming conversations outside office hours. Is this possible to do, or do i have to do this manually by using the “Control inbound conversation volume” settings? It would be great if there was a parameter called “Office hours (TRUE/FALSE)” that could be used… Regards,Jens

Using React Native SDK, we’re experiencing a bit weird issue. When opening messenger, conversation topics are not shown. The strange thing is that this does not happen for all users. Some users can see conversation topics while others cannot. Could you help us guessing what might be the problem?

Buttons on canvas objects in chat window appear light grey regardless of style. Makes it hard to read and gives the impression its disabled. Primary buttons should appear with a blue background. 

[Intercom] Error unarchiving Object: Error Domain=NSCocoaErrorDomain Code=4864 "*** -[NSKeyedUnarchiver _initForReadingFromData:error:throwLegacyExceptions:]: data is NULL" UserInfo={NSDebugDescription=*** -[NSKeyedUnarchiver _initForReadingFromData:error:throwLegacyExceptions:]: data is NULL}

hello,  we have just configured a custom chatbot and we are trying to display it on a test website: https://xplore.arkage.it/ unfortunately i cannot find any solution to the problem in the subject: we can only see a “generic” one, not ours.what shall we check? ty

We have 4-5 Products, all of which have the same URL structure, /product/:idBased on the ID we fetch the product, and only after this we know the product type.I want to engage different custom bots based on the product type.To do this I call window.Intercom(‘update’, { product_type: "my product type"})On my custom bots, I use the custom attribute product_type in the rules to decide which bot should execute.This however seems to only work intermittently and sometimes a stale bot is used instead of the latest one called with product_type (Assuming this to be due to delay in user attribute being updated and syncing with the client).Is there a better way to do this which guarantees that correct bot will be used for the chat?

If you’re using Intercom to market to your customers, you’re probably in the middle of building out email campaigns for Black Friday and the holidays right about now! I’d like to share some tips with you, from our Trust & Safety team, on how to best manage your email sending for these campaigns, minimise bounces/spam complaints and ensure the best inbox placement. Only message active customers When sending email messages, it’s never a good idea to message every single one of your customers at once. Some customers have disengaged and their email addresses may no longer exist or, even worse, be used as spam traps. You could also have former customers who don’t want to hear from you any more, and might mark your emails as spam. Here’s more guidance on how to avoid spam traps. We recommend that you only message customers who match the audience rule Last seen less than 180 days ago. Only email when you have permission to do so This one should go without saying, but please make sure you’

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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