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Hi there, I see in the tickets (not conversation) report that only median time is available for all ticket status. Is there a way to get the average time instead? 

Hi everyone, apologies in advance if this is covering some very basic territory! I’m new to Intercom and am struggling to work things out on my own.I’d like to set up two chats on a company website:1) Live chatA messenger pop-up that enables visitors to chat directly with a member of the team during specific times and days of the week. Once the user submits text into the chat, they wait for a reply (in other words, there are no more automated replies from the company in the chat).Ideally, we wouldn’t want the estimated response time to display. 2) Out-of-office chat botA chat bot that is active during out-of-office hours, which captures the following:- Name- Email- QuestionThe question field would ideally not have a word limit (we’re a medical company and our patients often send detailed messages about their symptoms).I’ve tried setting up the second chat using data fields to capture name, email and question. However, when I look at incoming messages, I can’t see the text visitors inpu

Hi guys! Does anyone know if I update my help center’s subdomain, will that change the rest of the article URL? (ID and/or title bit)To offer a bit more context: we're moving our help center over to Intercom, however the domain we'll eventually be using is already in use for our existing help center (help.company.com).I'd like to update all of the links inside our articles to use the Intercom article URLs prior to moving the site to our official support domain. The Intercom help center is currently set up on the temporary subdomain newhelp.company.com.I'm currently replacing the article links using the Intercom article URLs but removing the 'new' part so that the links should just work once the domain is moved over.However if the article URLs (ID or titles etc.) will change when we update the subdomain, this means we'll have to redo the link URL updates while the articles are live, meaning there will be a period of time where links within all 250+ support articles are broken.Any help/s

Hi there,  Does anyone know if there is a way to amend the suggested related articles that are populated at the bottom of each article when you enable the ‘related articles’ feature. I am finding that irrelevant articles are being suggested, ones that aren’t even in the same collection (each product has it’s own collection of articles), or those that have similar keywords.  The current intercom help articles don’t seem to shed any light on this, so any help or workarounds welcome! If there’s no way around this, I’ll have to disable as it’s not suitable for the customer journey. 

Hello, we have different pages / platform that provide information about different topics, and i would like to know if it’s possible to provide a preset context to Fin depending on where the user ask the question from ? It could be done by combining Fin with custom bot, but i don’t see any way to provide to Fin some context … is there a way to do so ? Thanks 

I am having trouble understanding how to use your transacitonal email. You make mention of examples in you blog post about sending order-related updates. But, I do not see an object as a trigger for sending email sequences. Heres an example:Beth has 2 orders for subscriptions. Each of the two orders has it's own unique expiration date and product associated with it. The two subscriptions expire 3 months apart - one on January 31, the other on April 15th. We want to send Beth an email 3 days before the expiration of each subscription.All i am seeing is attributes and events, but how/where do you maintain both of these orders if you only have dates or names for events, and only top-level attributes for a person?Seems we need ability to house an array of objects associated with a person, or to act on each object as a trigger for a sequence. Please give me in-depth detail on how to architect Intercom to let an expiration date on each of these two orders trigger their own email sequence, wi

Hi, we're trying to recreate the Intercom's Median First Response Time metric in our mission-critical company dashboard, and need an exact logic used for calculating this metric.  In particular: Do you exclude conversations without responses from the calculations (in 99% of cases, those are spam messages)If the first response is an auto-reply - does Intercom count the time before it, or do they only count the time before a real person’s response?Reports in Intercom have time frames. Does Intercom count conversations that started before the chosen period but got their response within a selected period? Is the median first response calculated only for the closed conversations?Why is there a discrepancy in the time reports? (See below) Advice on this would be highly appreciated.

Also tested with all versions from 14.0.0 and they all crash when trying to present the Messenger.It crashes even when launched from the Intercom launcher.Note: the view controllers are loaded from individual XIB files and not from a storyboard. The SDK was installed through Swift SPM. *** Terminating app due to uncaught exception 'NSUnknownKeyException', reason: '[<IntercomSDKPrivate.HomeHeaderViewController 0x11df35780> setValue:forUndefinedKey:]: this class is not key value coding-compliant for the key chatButton.' The weird thing is that we don't have a HomeHeaderViewController but our button is named 'chatButton' from where we launch intercom. If I rename chatButton to 'helpButton' the message will change to:*** Terminating app due to uncaught exception 'NSUnknownKeyException', reason: '[<IntercomSDKPrivate.HomeHeaderViewController 0x109bd9d80> setValue:forUndefinedKey:]: this class is not key value coding-compliant for t

I've attempted to embed a video and a gif in email messages that are part of a series but have not found success. I copy and embed HTML code from the original video and gif site and then paste. I then paste that code into the message using the "Insert HTML" option. Unfortunately, nothing seems to work. Any suggestions are greatly appreciated!

Hi, I have followed below instruction to enable Push Notification. private val intercomPushClient = IntercomPushClient()override fun onNewToken(refreshedToken: String) { intercomPushClient.sendTokenToIntercom(application, refreshedToken) // DO HOST LOGIC HERE}override fun onMessageReceived(remoteMessage: RemoteMessage) { val message = remoteMessage.data if (intercomPushClient.isIntercomPush(message)) { intercomPushClient.handlePush(application, message) } else { // DO HOST LOGIC HERE }}I can see Push notification arriving when App is in background (either by back or home button press), and can click and navigate to Messenger HomeBut When App is in foreground (App Open state or visible), I cannot se the Notification in the Status bar, although onMessageReceived is triggered and intercomPushClient.isIntercomPush(message) = true.Can you please advise what needs to be done here

Hello, I have a problem with Intercom 12 and 15.I have a problem under certain conditions when using the Intercom iOS SDK: when I try to open a conversation from the Intercom conversation list, the application starts crashing with an error.I updated the SDK version to 15 and it crashed with the same error.The application is launching the messenger with `[Intercom presentMessageComposer:@""]`. Are you aware of these problems and can you suggest a solution? Xcode version 14.3 (Objective-C)Intercom iOS SDK version 12.4.3 / 15.0.0 ↓Crashing patterniPhone Xs iOS version 16.5iPhone 12 iOS version 16.5 ↓Patterns that do not crashiPhone 7 iOS version 15.0iPhone Xr iOS version 16.3.1iPhone 12 mini iOS version 15.4.1 Errors:Fatal Exception: NSInternalInconsistencyException Invalid batch updates detected: the number of sections and/or items returned by the data source before and/or after performing the batch updates are Data source before updates = { 1 section with item counts: [1] } Data source

I want to open an intercom messenger in the product without use clicking on the messenger icon.  For example, I want to add a link in a product tour that says "Contact us", which opens a messenger window when user clicks it.

We need some way to include throttling for our messaging. I want to be able to set up posts and chats that don’t have an end date, but I fear that someone could log in for the first time in a while and get three messages at once. I wish I could prioritize messages so I knew that they would only get one at a time.  (This would be for things that don’t go together in a series)

Hi all,I’m looking for a way to mass close open conversations. For example, close 1 week or older open conversations. If it’s possible, please share how can I do it. Thank you!  

Hi! I know I am subutilizing Intercom. Need to hire an expert to design my inbox, fin, bots, etc to make the most out of my subscription.TIA

3 days before the free trial ends, we send users a payment warning telling them we'll charge their credit card.  People who unsubscribe from our mkt emails don't get this warning. That's a big deal.  How can we send emails even if users unsubscribed? The audience rule "Unsubscribed from Emails is true" gives 0 users :-|    Thanks!

Hi all,I’ve followed the online guide and tried to launch the messenger from a button on a web page, but it fails to do anything. It’s 2 lines of code - how hard can it be?!Debugging in Chrome, the button click makes no calls at all. If I click the standard Messenger icon everything works fine.All help much appreciated!Button code:<a id="open_web_chat" class="btn btn-sm btn-primary lift w-75">Chat Now</a>Script before </body>:<script>window.intercomSettings = {api_base: "https://api-iam.intercom.io",app_id: "XXXXXX",custom_launcher_selector:'open_web_chat'};</script>

Any idea why my video would not show up when I embed it and set it live? Works and previews fine in my draft version.

If we change a URL on an existing article, will it automatically redirect to the new URL or is there something manual we need to do?

Hi,Is it possible to right align text in an email templates?Kind regards, Ava 

Hi,We upgraded the Intercom SDK on react-native to 5.1.1, however we found a very strange crash. On a screen we use https://github.com/react-native-picker/picker and when the picker is opened on Android the app will crash. We found that the Intercom upgrade from 4.0.1 to 5.1.1 was the culprit. I presume it’s something to do with the underlying Android SDK which was updated. Below is the stack trace from Sentry java.lang.ClassNotFoundException: androidx.appcompat.widget.e0$a at androidx.appcompat.widget.e0.setSelector(DropDownListView.java:1) at android.widget.AbsListView.<init>(AbsListView.java:899) at android.widget.ListView.<init>(ListView.java:231) at android.widget.ListView.<init>(ListView.java:227) at androidx.appcompat.widget.e0.<init>(DropDownListView.java:1) at androidx.appcompat.widget.i0.s at androidx.appcompat.widget.i0.q(ListPopupWindow.java:4) at androidx.appcompat.widget.i0.a(ListPopupWindow.java:1) at androidx.appcompat.

Once I create my product tour, I cannot makes content/word edits, because there is no save button! It might be because I have it pointing at an element to click, so once I select that step, it pushes to the next page, not allowing me to “save” my edits on that step. Can I suggest a “save and continue” button to capture that pages changes?

Hi there,I am building a Product Tour that walks users through a multi-step form. I have certain optional fields that I want the user to be able to fill, but not obliged to fill, e.g. Apartment/Suite/Building # for address.If I set the step to Next or Done button, they can’t fill in the field.If I set the step to Fill in the Field, they must fill in the field.How can I manage this use-case?Thanks,Peter

Hi - I have two fields mapped, having Salesforce sync to Intercom, but the data is not updating in Intercom, even after an event triggered sync. Any ideas?

Hi - we offer a free tool that assigns a unique download URL for the prospect that stores in a field in Salesforce. I’d like to be able to match the lead in the chat by email and then pull their download URL for them from their record in Salesforce. What’s the best way to achieve this? We have the field syncing from Salesforce to Intercom currently but not sure how to pull the information into the conversation once they provide their email. TIA!