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Just some clarifications, how do I sort out customers who are FREE & PAYING? Since we have 2 types of customers who are asking about our company. It also differs from our level of support to them. How do I manage inbox wherein FREE customers those who haven’t availed of any plan goes to our FREE inbox and PAYING customers goes straight to our “PAID CUSTOMERS” inbox? And if we want other folders under PAID AND FREE how do we go about this. 

Hey there, hate to turn to the forums for this kind of request but my messages through the intercom widget have gone unread for 2 days. Our team submitted an app 15 days ago and haven't yet received a review. It was a very thorough submission, so I'd be surprised if there was something we left out that made it hard to review. We're hoping to launch our product soon, and Intercom integration is a huge selling point to our pilot customers. Is there someone I can get in touch with about getting it looked at? Hopefully you can look up my app review submission from my account here, but if you need more information to find it please let me know.

In Zendesk each macro had a unique URL, Is there any way to access something like this in intercom? This would be helpful to have for our external documentation of our macros, so we can link directly to the macro we want to. In the editing macros section, even when you have a macro open for editing, the URL simply takes you to the general macros 'basket'.

Is Intercom HIPAA compliant?

We are a HIPAA compliant company and so do not want to use the JS provided by intercom due to the security risk. Does anyone know of a way to implement the service without using JS that calls every time?

Is it possible to use articles in Intercom as a private knowledge base for my company? meaning, not meant to be shared with customers, but instead also using them as internal knowledge sharing. Thanks!

I want to ensure that the user doesn't have to scroll to read the whole message, so was hoping to make the width large enough to be able to accommodate it entirely. Thanks, folks.

When I invoke the contact search API, I get the following error response. { "type": "error.list", "request_id": "0009s379b118psj1f100", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]} Does anyone know what has gone wrong here?

I'm trying to detect user activity with no success. Help please!

For example, if you want to ask users for feedback using your Custom Bot 🤷‍♂️ How it can be implemented on iOS/Android?

Hi team,We're using a custom bot to understand more about the type of content our clients would like to receive. We'd like to be able to assign tags to users based on which reply buttons they select (there are a series of 3 paths), is this possible?

We have filtered them out in spam but they are still getting through the filter to the inbox

The Intercom <> Zapier integration allows sending messages as a User, but (possibly) not as a Lead. We have a Webflow form that sends messages via Zapier to Intercom, but we're getting a "User not found with this email". The steps I took are:Gather Webflow form info as a triggerCreate a Lead in ItercomSend message from the form via that Leadend I tried replacing Lead with User and it still returns an error. I tried adding a 5 minute pause in case the user creation didn't propagate in time and it didn't work. Not fully expecting Intecom to be able to help with what's very likely a 3rd party issue, but Zapier wasn't able to help so perhaps there's another user who figured this out in the past.

I am trying to search in conversations but using your example: I get a 400 "Query body must contain a query hash". When using contact search everything works fine

Hi, How do a initiate a conversation from the users whenever they do certain action on our website so that our team will be notified and then follow up with them. For example, we have a assignment upload form on our website, where we would like to initiate a conversation at Intercom when the users uploaded their assignment, so that our team will be notified and resume their conversation with the users as they are reviewing their assignment. I tried to look for Javascript SDK to create conversation programatically so that I can trigger it after the users uploaded their assignment, but no luck.  Appreciate any thoughts and ideas to implement this. Thanks!

Do teams have emails teamname@companyname.intercom-mail.com? 

Auto tagging capabilities? Is this possible in Intercom, and what are the entryways for those automatic tags to be applied?

Encountered a new crash on our latest release. So far there's only been one crash but because we set our outbound rules to a set of people I'm just slightly concerned if it might be a bigger issue if we don't actually have the filters. Some more details below: Currently version of the app in the store has:Intercom SDK - 8.1.0Compiled on XCode 12.4Support iOS 12.0 and higher. The error is occurring on iOS version 12.1.1 iPad 6th gen (our app only supports iPhone) Here's the full stack trace:Crashed: com.apple.main-thread0 MyApp          0x10325a590 +[ICMAppEnvironmentChecker stringForDeviceTokenEnvironment:] + 829241 MyApp          0x10329659c -[ICMDeviceData init] + 1851722 MyApp          0x10323c1fc +[ICMHTTPClient updateUserWithUserAttributes:newSession:sentFromBackground:carouselVisible:success:error:] + 2649723 MyApp          0x103227d10 +[ICMHTTPBridge updateUser:] + 1817924 MyApp          0x10324ab50 +[ICMBridge ping] + 188605 CoreFoundation         0x1ca8db94c __

Hello! I'm creating a series to send a promotional campaign. I send specific emails to users based on different factors but I'd also like to show a post "popup" to all visitors that aren't logged in.  Is there a way of achieving that? Thanks!

Hey, Is there a way to opt out tracking if the user does not want to send data? I have a toggle in my app that allows the user to disable analytics & tracking. Once the iOS SDK initialised, is there a way to opt out tracking? I tried to use the .logout() method in the SDK but it does not work. Events and updates are still sent to Intercom (which seems to be a bug?).  For example, Mixpanel allows us to do that: https://developer.mixpanel.com/docs/swift#opting-users-out-of-tracking/p> It's great, and Intercom should offer the same.Thanks,Axel

Hello,We are running Intercom 9.3.3 on iOS. We are trying to present the help center via the Intercom.presentHelpCenter() method, and the controller presented view controller is automatically presented then dismissed for an unknown reason. In the logs, here is the message we can read and I don't really know if it's really linked to the issue: 2021-03-17 16:43:53.684162+0100 SKVideo[518:32150] [assertion] Error acquiring assertion: <Error Domain=RBSAssertionErrorDomain Code=3 "Target is not running or required target entitlement is missing" UserInfo={RBSAssertionAttribute=<RBSDomainAttribute| domain:"com.apple.webkit" name:"Background" sourceEnvironment:"(null)">, NSLocalizedFailureReason=Target is not running or required target entitlement is missing}> 2021-03-17 16:43:53.684395+0100 SKVideo[518:32150] [ProcessSuspension] 0x113705b50 - ProcessAssertion: Failed to acquire RBS Background assertion 'WebProcess Background Asse

We just launched a new feature and as part of our Series, we included an email. The replies were sent to our 1st Level Support team because any inquiries about the feature would go to them.  There were very few questions about the feature because it is pretty intuitive. (yay!) Unfortunately, they got hundreds of automated replies from our users who had their own out-of-office settings turned on. (booo!) Is there a better way to do this? As our user base continues to grow, the volume of out-of-office replies will increase.

I am trying to determine OKRs for my support team. While response time and other time-related metrics sound good, I want to focus on the quality of the conversations we have with the customers. Are there any suggestions on how to do this?

It would be great if the mobile app could have some basic app visibility. For example, we use statuspage for our outages. it would be great if our mobile guys can see the status page "status" in the intercom app. This would make it easier for the agent to get better visibility.  It would also be nice to see recent "events" to help someone over mobile see what someone has done. We use events to track actions in the app and its usually helpful to see if someone has ever used a function or what they're currently doing in the app.  

Is there a way to darken the background of the product tours? Our entire product design is in dark mode, so bright white product tour posts are a bit jarring.