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Should I Setup Salesforce integration using email address or Unique ID?

Big difference in Median and Average response time - how can I get more data on what causes this? I have been looking at the difference between my teams median response time and the average response time. There is a big difference. How can I get more data to analyse what is causing this? I don't think the conversation export has first response time data?

Intercom's agent chat interface has action messages that are displayed differently, i.e. in the center of the agent's chat window. For example the "You assigned this conversation to yourself 1h ago" notification. I would like to send this through the API, is this possible? Is there a conversation message type that we can use for this or recommended html body formatting type? I have tried applying the formatting that is applied in the agent's chat screen to my message body and this did not work.

Quick sanity check on the messenger snippet, is 'user_id' an alias of 'external_id' on the Contact API? Or is it the Contact id? In other words, what is 'user_id' in the Messenger snippet when enforcing verification?

I want to make a custom version of the Help Center because Intercom's doesn't suit my needs, but the problem we're facing is that Intercom's article API doesn't allow for query parameters, making it way harder than it should for us to enable a search functionality. Has anyone been able to overcome this?

When I create a conversation using the API, and run assignment for this conversation either using the run_assignment_rules route or just assign it to a department, this does not take into consideration the office hours. Is this an intercom API limitation or is there something I am missing in my workspace config?

Our product has several third party partners in different countries, who onboard and register users for us. On Intercom I can see the users' names, user ID, and not much else. The Email field says "Unknown". My only question is if these users receive our messages, posts, etc. as normal users do (assuming they match the audience we set)?  Thanks!

Hey All. We're trying to set a product tour on multiple pages, but we've run into a few issues. We're not sure what's wrong, it's been a few days and we haven't heard from Intercom's support yet, so I'm trying here. The messenger icon isn't showing automatically on our landing page. We believe it's enabled since browsing to another page where the messenger works and then clicking back to the landing page brings up the icon, but then refreshing the page causes the icon to disappear.The tour isn't working on the landing page. It seems to theoretically work on other pages, but not even the preview works on the landing page. We tested it by replicating a tour that works on another page into the landing page, but it's still not workingHow do I enable the tour for everyone, regardless of whether you're a new user or not?Rather than just a new user seeing it, is it possible to trigger the tour in the first x sessions or better, until the use

I can't get update about my contacts actions or new users: Suddenly 24 hrs ago, I started not to receive any updates on my contacts dashboard about my users , either new users or last see users and others. I see only the users before 15 sept. I am on a free plan. is there something I am missing here ? 

I love intercom, but as the product has grown our small team needs a partner to help us design and expand intercom to support our Shopify App Store Listing (https://apps.shopify.com/bing-shopping. Where can we find a list of partners/experts on intercom?

We use quite a few pictures and GIFs in our Help Center. A single picture is often used in multiple articles.Since we release new features and adaptions regularly, we always have to go through all articles and replace the pictures used. The update process is becoming a real pain.  Is there any way to have a central registry for pictures/GIFs? We would love to replace pictures/GIFs used in multiple articles centrally!

Is there a way to prioritize posts so that if the user has not signed in for awhile the most recent post pop as the full message instead of being grouped as a snippet with the rest of the past posts they have not seen yet.

I need to get the list of conversations for the admin. How can I get this feature added in my javascript via intercom

We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do!  Thanks! :)

Hello, Intercom Community.I would like to make a recursive auto-message that will be sent to the user not once, but each time when some events trigger. ExampleWhen the user is clicking the button A, the Event-A appears in his event feed. He can click the button A lot of times and each time the Event-A will appear. I would like to send an auto-message to the user each time when Event-A will be triggered Can it be done with the custom bots, series or any other kind of the apps/products?Thank you

I'm using Series for delivery notifications, can I get the same user to re-enter the same series repeatedly?

How do I install the Messenger for users and visitors on the same page?

I'm creating wallboard for my client where I have to show how many "total chat today"? How can I fetch that? Please help.

The documentation for Creating a Conversation (sample response below) says that the ID representing the conversation is returned as a response. (conversation_id). However, when testing this, I'm only seeing the ID of the specific message - rather than the conversation_id of the conversation.... only type through message are returned. HTTP/1.1 200 OK{ "type": "user_message", "id": "2001", "created_at": 1401917202, "body" : "Hey, is the new thing in stock?", "message_type": "inapp", "conversation_id": "36000324324"} How can I find the ID of the conversation?   

Currently, I add the "meta-data" of the content being reviewed as a note into the conversation. But it would be a lot better if I could move this into the sidebar. Is there a way to add meta-data into a conversation that is then automatically shown in the sidebar? Also it is a bit challenging since for various reasons customers might have multiple user IDs on intercom. We add all users (and their external ID) via Javascript on every request. But how do we best sync the intercom user ID back to our system, since the Intercom API always wants us to use their IDs and not our external IDs (which would be way more convenient).  Semi-related it is not very nice that we have to use IDs for things like teams and not just string identifier. This means we need to either fetch and cache this information or configure it, which is cumbersome, especially between the test and production intercom instances.

Hi there... how do I get suggested help to work? It is turned on ... but when a user asks a question for which an article exists.. the article is not suggested!

Hi team, We currently have an app that has about 50 installs. We're making some enhancements to the app and need to increase the number of required permissions.  What is the best way to go about this process? If we add more permissions, do the users who currently have the app installed need to reauthenticate? Thanks!Cory 

We use Intercom's Oauth to get the access token for our users(Dashworks). Recently we are getting 401s and user's had to re login(Access token was changed). Do the token's expire by design and is there a way to refresh them?

Hello Team, I am using intercom webhook events to process the changes to objects. However, there is no topic for contact.updated or company.updated, https://developers.intercom.com/building-apps/docs/webhook-model Without these topics, we have to run jobs to fetch the updates. Is there an alternate solution, or i am missing something