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When a team member is set to away & reassigning, and a user responds to a message, the message does not follow the round robin rule, but rather remains in an unassigned state. How would one automatically allow the message to follow the round robin rules?

Hey Team,  I have been going back through documentation and opened a ticket this morning with Intercom support. We have an RBot programmed to automatically give 2 PDF files for customers who need a copy of our W9's. I am attempting to update it today, and noticing the file attachment option is missing. Drag and drop doesn't seem to work either (I thought it might be worth a shot).  Did the ability to provide files in RBot change over the past few months?

I want to have it set up to show our team the full 10 step workflow but it won't allow me to save unless I set it live?  Does anyone have any tips?

We've held off on turning on the post conversation rating task bot because we have some cohorts of users that we expect to give negative ratings simply because their account has been suspended for risk or fraud reasons. Is there a way to only ask for a conversation rating from users that have certain attribute? Alternatively, is there a way to exclude certain users from the reporting after we've collected answers from everyone?

What would be the best way to pipe Typeform results back into customer data attributes? I would like to leverage Intercom to show a Typeform in-app that helps with segmentation but then pipe the results back into Intercom.

We are trying to find a Report similar to the Customer Engagement one but for INBOUND MESSAGES PER ACCOUNT so we understand which are the users which are contacting us more and overloading our support capacity.

We have a verified app on intercom store for OAuth and the use of Intercom API. It is configured with limited scopes and we would like to add some additional scopes to its configurations. Now my question is, will the addition of newer scopes will interrupt the existing configurations when I send the newer configurations for the approval? Note: Our current app is public and in use by other users that are not part our workspace and we don't want it to stop working publicly with existing scopes when we send the app for reapproval with additional scopes

Hi there 👋,  My team's median first response time is 1 hour, but my team's median time to close is 34 minutes. Is it normal for it to take longer to respond to a case than it is to close it? What does this mean as an organization? Thanks! ✌️ -Ali

Context: we already use Intercom Chat in-app and that works just fine. I'm trying to create a Product Tour. To launch the builder, I enter the URL. We're a Shopify Sales Channel, so putting the URL in launches the Shopify login screen. I log in, navigate down to Sales Channels, and then click our app — all while staying in the iframe that Intercom pops up. Here's where things break down. When I click to launch our app, it always opens in a new tab. That new tab comes through on my full browser and not the iframe from Intercom. I can't replace the URL in the iframe to be my app. Shopify doesn't let me right-click and choose to open our app in the current tab. I've checked that the app_id lines up between Intercom and our Product — it does. So, I'm stuck. How can I "force" the Product Tour builder to load when I can't get access it via the iframe? I appreciate any and all guidance here — thank you.

Is it possible to export Series data to get a better understanding of what users are doing (or not doing)? I understand that Heap integrates with Intercom, so does the Series data export to Heap?

Hello, I am trying to integrate intercom-cordova plugin to an app. Everything works fine except the push notifications on iOS. When the app starts the pop up for permission is displayed but after that no notifications are received when the app is running on background. I have followed the documentation for setting up everything. Is there something more specific that is not mention there (in the docs) for iOS?Btw the app is using capacitor but this should not be the problem or I am wrong? Plugin version: 10.2.0Xcode version: 12.5iOS version: 14.5ionic/angular: 5.0.0capacitor/ios version: 2.4.1 

Is there any way to integrate Intercom with WhatsApp?

Can I initiate the conversation to go to a particular custombot through any API mechanism? For instance, user does some action on my mobile app/website and sees an error. I know what the error is and want the user to directly go to the custom bot which addresses this particular error. I don't want to use the "Button Click" mechanism which is currently there on intercom.

Hello, I need to send a POST request with the intercom API and I'm not sure how to do it.  In particular, I need the contact id of the contact that has a specific company id (plus some other identifier that will help me pick the specific contact of the many that can exist in the company). I'm using this: https://developers.intercom.com/intercom-api-reference/reference/search-for-contacts/p> The question, therefore, is how do I do a POST query that queries not for a scalar as you would do to search eg for Minessota ("field": "location.region") but rather for a scalar within an array (as is the id within companies). Here's a typical (truncate) response I need to process: {  "type": "list",  "data": [    {      "type": "contact",      "id": "60a3b30b980bf6b7f155eb99",      "browser_language": "en",      "os": "OS X 10.15.7",      "location&quot

Would someone be able to reply to my follow up questions in this thread https://forum.intercom.com/s/question/0D55c00005qefBuCAI/how-does-intercom-attribute-a-goalI need to know the details of how attribution works in the emails. For example if we send 3 special offer emails all with the same goal (to start a paid subscription). How would Intercom attribute the the goal being met...would they do it for all emails (assuming the user received all 3 and opened all 3). What is the detailed process for goal attribution here. Please see full thread above first. Much appreciated.

I want to download data that shows the agent-wise time of availability on the Intercom.

Can I trigger a custombot on click on a button directly from react?

Hi there, I want to tweak my carousel, run it on my iPhone, tweak it again, run it again, and so on...I want a ton of tweaks and I want to test them in real-time. Right now it seems like I have to re-create the carousel each time or I'm limited to one test per account per day? To me this sounds really weird so I'm sure there is a better. Way. What's the better way? :) Thanks, Neil P.S. Adding a button to trigger it manually seems kind of silly...there should be a way to reset the carousel or at least allow it more than once a day for (at least) testing purposes.

Hello Is there a way to send Email to my customer (from the Intercom inbox) that just looks like normal e-mail? So that my customer don't actually know I am talking with from Intercom Inbox ?

We want to understand how intercom attributes a goal to a user from within a specific email - if that users has been sent several emails with the same goal. Example: we run a special offer campaign with a series of 3 emails each with the same goal: that the users subscribes to our app. What we need to know is if a user subscribes but has been sent all 3 emails how does intercom attribute it as 'goals met' only to the email from which that users subscribed? They event will be when they apply our discount coupon, but how is intercom attributing this to one of the 3 emails - is it based on linked clicks? If so what would happen if a user clicked on all three emails? We just want to be sure our data is clean and we don't have duplicate data in regards to our subscriptions and how they're attributed. Thanks

We have seen a decrease in the total number of sent messages and goals hit. What's the reason this might happen?

We have a web app that sets the `intercomSettings` properties as soon as the user logs in, we notice that a User record gets created in the intercom dashboard, but we would like to switch this so the User record gets created as soon as the user completes the sign-up process, checking the documentation it says "When user_id / email is provided, it will be saved as a User record"  so the question is, after setting the email/user_id how long does it take the record to get registered? is there any concern about doing this when the user hasn't login? Doc reference: https://developers.intercom.com/installing-intercom/docs/javascript-api-attributes-objects#data-attributes Thanks for your help in advance

Intercom vs. Salesforce Support Cloud (specific to support...not CRM): Curious if anyone has experience with both and any major pros/cons or differences you noticed in your support workflows.

Example Error: Access to XMLHttpRequest at 'https://api-iam.intercom.io/messenger/web/ping' from origin 'https://not-my-real-domain.com#39; has been blocked by CORS policy: The value of the 'Access-Control-Allow-Origin' header in the response must not be the wildcard '*' when the request's credentials mode is 'include'. The credentials mode of requests initiated by the XMLHttpRequest is controlled by the withCredentials attribute.

Hello All If yes how to do so?Custom field containing the temporary URL? Thank you very much for your help