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In the old inbox we were able to add participants, and they would receive an email with all the conversation history and could respond to client from their email. In the new inbox if you add a person in the conversation they won't receive the conversation history until the client responds to the email first.

Maybe not a question as such but a feature request. I'd love for a pop-up to come up alerting you of someone being on 'away' prior to clicking confirm to assign. As we have 50+ employees working within Intercom, they don't know if each individual is working today so having a pop up state 'This agent is currently set to away, are you sure you want to assign this to them?' would help with that.

Is there anything on the roadmap that images in an email could be loaded instantly without having them just attached?

I am using Intercom for my webapp. The webapp has a slack login, and I want Intercom Company, User details to be updated basis who has logged in through slack. How does Intercom currently handle this? What are the best practises that one should be aware off? Use case:Product tours need to be personalisedRules for Intercom series require metadata on user login, which Intercom currently doesnt have.

I need to link on the bottom of each article pages to related articles. At the moment i need to add the links manually which makes a lot of work if i need to add or change something

When a visitor click on the Messenger launcher, I would like to see the Messenger directly and not the conversation. How can I do that ? Thank you for your help !

I have noticed in one series that some users leave a path "Not matched and removed from path" although they absolutely no reason to do so as the rules and exit rules of such path and series.  The path and series is pretty basic, only a suite of emails with entry rules, emails and wait tags in between. I can't find any reasons for this happening in the help center. Do you have an idea of what may happen ? Or informed about a bug ongoing ? Thank you for your help

Hi,Is there a way to underline text when sending a reply in Inbox?I can only see an option to bold or italicise text, and the keyboard shortcut Ctrl + U does not seem to do anything. Thanks!

Followed the instructions, but don't see the blue bubble at the bottom right

I installed our intercom code on our square space site just like the intercom article said under code injection in the header section. However, it is not working. It will not show on my site: https://sellshark.comcan someone help?

I have this mistake and do not know how to solve https://prnt.sc/5RUOMDCiucm3/Help me:)

 For example, if I want to just get the name of the company, or the date it was created back when I look up the ID? I know that in general I could just ignore the rest, but I'm trying to do this within a Custom Action, and I don't necessarily want to write the whole company object back to the Person I'm looking it up for. For context on why I'm doing this rather than associating that Person directly to the Company, I don't want to pollute my Companies with non-employees of said Company. However, I'd still like to be able to look up what Company they are requesting support for so that we can customize their experience when they are interacting with a bot.

Hey guys. I'm looking for a better way to interact with our customers through more compatible communication, according to the type of channel I'm talking to them. We have many macros already made in our tool, but they don't work well depending on the channel type. They usually work better for conversations made in the Intercom's chat integrated with our platform, but when it happens through whatsapp or email, it's not so good anymore. It doesn't look good because the macro formatting is not customized and suitable with the channel type communication. In Whatsapp for example, text settings are lost after sending. Has anyone already organized the macros in a more personalized and strategic way that can give me some suggestions?

Background: We are building an integration with Intercom for our Application suite. We want the O-Auth flow in Intercom enabled for our users. As we understand it, this would require us to go through the App Review process from Intercom.  Questions: 1. Can we change the oAuth URL before/after review?2. Can we change the webhook before/after review?3. We want the installation of our Intercom plugin only via our web app itself, how long can we have the app approved but unlisted on Intercom?4. Does Intercom need access to our webhook code to test, given that there is nothing else on our Intercom app? 

When can we expected to have the possiblity to forward email and to send emails to more than one receipients?

I basically need to duplicate all of my macros with slight edits depending on the team they are assigned to. They will be answers to the same questions, but the company name will be changed depending on the team (and maybe some very minor other changes). Since the macros will essentially be the same on each team, it would be helpful if I could title them the same thing.  Here's the problem: I do not want one team to be able to access the other team's macros. It will get way too confusing if everyone can access 2 almost duplicate macros for each macro. When I try to make a response only available for one of the teams, "Everyone" is still highlighted here (see screenshot). Therefore, even though I have separate macros per team, each team can access both macros.  I hope that makes sense!

I need to do an analysis about my team's response time, but for that I need to extract the maximum response time information in each conversation (admin replies after a contact reply).

I want the teams to only see their assigned messages, not all messages. I know that we can filter to show it as groups but we keep on being able to access the messages through the ALL inbox section.

My problem is that I want to sync ALL users and companies to my CRM AND ALL historical conversations - so when we engage with a customer for onboarding and account management activities we can see all support history via Intercom.  I need to sync conversations to my CRM - we are now using Close (having used Hubspot and Pipedrive previously)  Something similar to this here: https://www.intercom.com/help/en/articles/2128216-hubspot-app-send-leads-and-conversations-to-hubspot(but needs to import all historical)  Currently, we are dancing between the two platforms (not very well or fun). I have spent a bunch of time being a (far too complex) integration with Zapier but I think this ultimately ends in frustration as it needs to be something more native or adequately supported by Intercom.  It's also a bit of a data governance issue for us because if Intercom dies on us we don't have these records anywhere else.  How can I sync all historical conversations to an external service?

My bots are currently only showing on desktop. How can I show them on mobile?

Not delete notes, delete customer messages they have sent... with attachments of documents?

Hello, I'm using your API to create a contact.In contact model there is a field called "social_profiles"https://developers.intercom.com/intercom-api-reference/reference/contacts-model#social-profile-object How can I update it using API?I don't see an example herehttps://developers.intercom.com/intercom-api-reference/reference/create-contactOr herehttps://developers.intercom.com/intercom-api-reference/reference/update-contact

I would like to be able to view all messages that have come to a particular team mate in a particular date range. Is there any way to do this? I'd like to be able to see a list of all conversations a team mate was involved in on a particular dayI'd also like to be able to open each conversation from the list.