Answered

I want to know how I can edit the chat replies. When a customer messages the normal chat directly, how can I edit those automatic responses?

Is it possible to achieve this without duplicating the bot and having to maintain two bots who are supposed to always do the same thing?

We want to create a custom bot that guides customer through some questions before their email arrives in our support team. therefore, I created the custom bot (from new conversations) and want to test It in preview mode. Once I start the custom bot and I click on one of the topic, it says "couldn't sent" meaning I can't test the different auto answers I created. Neither can I send a new message in the chat, it seems that I am kinda blocked. Anyone an idea why or how I can solve this?

I have an iOS app and I want to show a specific post to an user who does a certain action, like tapping on a button. How can I do that?

We've been operational for 1 month but have only just implemented Intercom. We would like to backfill intercom with events that have occurred over the past month so that we can create useful segments e.g. if someone registered for a webinar last week can we push that to intercom as an event with metadata? Many thanks!

I am setting up a bot that will launch the first time someone creates a page and visits it. The bot will offer guidance for setting up a feature, so I want the bot to stay open while the user implements the feature. How can I make sure the bot stays open?

All of a sudden today I can't embed an image in a product tour step. Anyone else encountering this? What's up with it?

Some are 1 year old... The messages are attached in our freshly cleared Inbox. I have no idea why these are here. 🙏

Sometimes the messenger appears with a transparent background, blending the messages with the content of the page that we are at. Can we set to always show the messenger with a white / grey background?

I have been looking for a way to subscribe to certain keywords in this community. This is one of the most useful features of the Atlassian Community. The idea would be that I receive an email whenever someone creates a post with one of those keywords. Do you think this is something that could be added to Interconnected?Alternatively, would it be possible to create a group specifically for specific apps? In this case, we could at least subscribe to that group and do not have to browse the community daily for new questions regarding our apps.

We run our custom bots in the manner that Support requests during the day are being transferred to live chat support, while the requests outside office hours are directed to our ticket system. Challenge is that we cannot really use the Resolution Bot if we cannot connect customers to an agent after Resolution Bot has failed to answer. I was wondering if it would be possible to add the "Close conversation" option to requests when a visitor clicks on "Connect to an agent" outside of office hours?  Another alternative would be to enable us to give additional options with Resoluton Bot reply buttons if they are integrated into our Custom Bots: e.g. if Resolution Bot has failed to find an answer, the conversation could go to path X within the Custom Bot.

Users who don't get a response right away from us tend to simply start another conversation. While the task bot does flag that there's a dupe, we'd prefer to not allow users to start multiple conversations until they've received a reply to the first one. This would help declutter the inbox and save SO much team time!

 I have been advised that using the "Last Seen Less than 1 day ago" is the best way around this but I don't have that option. It works whenever they log in once but the bot won't pop up again for this user and just sits there inactive. Any advice would be appreciated!

Our team members personal emails have been routing through intercom for all the company to see. How do I stop this?

I'm new to Intercom and trying to see what is the best way to connect a form submission data to create new inbox messages inside Intercom. I have a webflow website with a basic Contact Us form that users can use to send us questions.I'd like to create a new message in Intercom Inbox every time a customer submits the form on our web-site, including the form submission data they had filled on the web-site.Ideally, I'd like to pass the email the user entered on the form, and have Intercom connect it with the correct user if a user with this email address was found in the system, or, create a new user for this email if no user would be found. I wanted to know if something like this is possible? And if so, what is the right way to do it? Thanks,-A-

I would like to know if anybody has connected their sales email inbox to Intercom?  And also if you have not connected it and what were your reasoning for that? We have already done it for our support email address but sales email address is a bit different (or maybe I just think it is because I'm in sales 😉) The upside to adding sales email address to Intercom would that we could automate our responses. The downside is that it doesn't share that if you want multiple sales people to have access to a sales email inbox. Hope someone cares to share their thoughts and/or experiences on the matter 😊

I have created a transactional email that needs to be triggered 3 timeslast seen more than 1 day orlast seen more than 3 days orlast seen more than 5 days.while testing I received the email twice having my last action/seen on 24 Oct 2021, 1st mail I received on 26th Oct, and 2nd mail on 31st Oct. Have I put the rules correctly, is this the right way to trigger transactional emails/messages to trigger multiple times?Please find the screenshot attached of the rules for the email. 

Is the API really up and running? I keep getting responses saying the API service is temporarily unavailable. I have yet to receive a working response in the past two days. When attempting to exchange an auth code for a token at https://api.intercom.io/auth/eagle/token we receive this error: {  "type": "error.list",  "errors": [    {      "code": "service_unavailable",      "message": "Sorry, the API service is temporarily unavailable"    }  ]} We are also unable to authenticate with our own token from our developer hub. Is anyone else having these issues? We have an approved app that used to work and now we are stuck with a broken user experience.

I have been experiencing very slow API response times recently. Upwards of 10+ seconds and some never returning for both the list tags and search conversations endpoints. I checked the rate limit and seems to be plenty left, besides I do end up with a 200 response when it does eventually return. Not really sure whats going on so any guidance would be appreciated.

Hi! We're trying to to connect our Google Group email alias to intercom, but we're not sure what selections to make on the routing instructions. Does anyone have any best practices or advice? Attached an image of where we're stuck! Thanks!

Is there a way to delete articles at once?I heard that you can delete the articles in bulk through api at once.Is there a team that has done that?

The goal is to automatically add a tag to terrible, bad, and OK conversation ratings automatically after the rating is applied. Then use that tag to search & sort conversations for review in Klaus.

And also if I want to restrict the amount of time a conversation can be snoozed? Is there any ready settings available to do this or any customization can be done to achieve this.

Why isn't there a way to view path analysis on a monthly or annual basis? you can only view it per day? This makes the feature virtually useless....

We've been making use of the Custom Attributes in the Conversations we have for support contacts. Initially we'd hoped to have them automatically filter out more detailed layers based on preceding options, but that wasn't possible. So, to structure them for our team we put them in a specific order:CategoryActivitySpecificResolutionWhile these appeared in the correct order of the Inbox view, when folks were prompted to use them at closure (we made them mandatory 😈 ) they appeared out of defined order, alphabetically.  After much trial and error, and as that couldn't be fixed, we ended up making them:1 Category2 Activity3 Specific4 ResolutionMy question is, is this still the case? I'd rather not mess with live data to confirm! :)