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Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes.I’m surprised a basic report is missing and was wondering if anyone has figured out a way to solve this.

Looking for effective ways to optimize API usage, implement retries, or increase limits (Read More). Any best practices or solutions to handle this efficiently without hitting restrictions? Appreciate any insights!

Hi, nice to meet you!First of all, I want to apologize if there is any misunderstanding. My native language is Spanish, and I wrote this message myself, with a review by ChatGPT.I'm here because I have a small issue with a specific functionality, specifically the /tickets/search endpoint.The main issue is that I have two types of tickets. To give you an example, one type is for delayed shipping, and the other is for requesting a shipment cancellation. In both cases, when I create the ticket, I send an extra attribute called tracking_number. Both types of tickets are created correctly with this extra parameter and the necessary data.Now, here’s the issue: when I try to search, I do it like this: As you can see, I can't find any results. However, when I search individually, I can find both tickets.  I’d like to know if this functionality is supported. I checked the documentation but couldn't find an exact example for a multiple search.Additionally, I’d also like to know if there is a way

Hello everyone,I see that there are several possibilities for Intercom onboarding on the web. Among them is a checklist. For mobile, we basically have the carousel, which makes the experience very limited.Is there any plans to add more mobile onboarding features to Intercom or could someone recommend tools to add a better onboarding experience on mobile?Thank you.

I am using the latest expo 52 with latest intercom and I get this error when on the first screen that uses Intercom Error while parsing method IntercomModule.loginUnidentifiedUser: Methods that return promises must accept a RCTPromiseResolveBlock followed by a RCTPromiseRejectBlock. I am using the expo 52 and React Native .76 We call this in our main componentIntercom.loginUserWithUserAttributes({name: user?.first_name + ' ' + user.last_name,phone: user?.phone,email: user?.email,userId: user?.uuid,}); We set the config in our app.config.js file like this ```config.plugins.push( ["@intercom/intercom-react-native",{"appId": process.env.INTERCOM_APP_ID,"androidApiKey": process.env.INTERCOM_IOS_TOKEN,"iosApiKey": process.env.INTERCOM_ANDROID_TOKEN,"intercomRegion": "US"}]) ``` Not sure what we may be missing

I want to send email with attachment to customer. Conversation should be created, when email is sent.I am using REST Api Message endpoint with flag create_conversation_without_contact_reply: true.Everything works fine except I can’t add an attachment.Is there any way how to add an attachment to message?

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages. 

 We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules

Hello, experts in IntercomI want to integrate a chat interface like above with Intercom into our project. But I can’t find solution without integrating chat box into this website.For implementing this chat app with intercom, how to set in Intercom account?Thanks

Folks who use mass email sending via Intercom, do you have any tips?I’ve checked out the best practice articles, but since this will be my first time doing it, I’d appreciate any recommendations for an app from the Intercom App Store to help filter out suspicious email lists. Thanks!

I want to exclude users from a series who are currently in a certain other series. Is 'has entered' the other series adequate or do I also need to specify 'have not completed/disengaged/exited' the series?

I’m reconnecting with some customers and when I open a new conversation(email) Grammarly isn’t working. If I reopen the new conversation with the customer the same way I get the email I started👍, but now Grammarly works for the conversation. Mac, Chrome, Grammarly, and Intercom are all up to date.

We are using Jira for tickets with the basic mode. In it, I created custom workflows. I made several workflows, and they were working fine, allowing tasks to be created in Jira. However, at some point, all of them stopped working and started returning a 401 Unauthorized error. Even though we completely reinstalled Jira for Tickets in Intercom yesterday. Now, none of my custom workflows are working. I found articles where people reported the same problem. Is there a solution?

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

hello good morning how i can ask question

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?  Thanks for the help!

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

Hi everyone!I’m new to Intercom and have some questions which might come across as extremely basic.  I’m trying to send out a once off message to a select cohort, but Intercom continues to send this to people who match in the future. Is it possible to send this once only at that given time? I’m creating a series for new users who sign up. It has 7 touch points over 3 weeks. I want a user to exit the series when they make a purchase, and begin another series. The attribute is [is_customer: true]. Once this updates, I want them to exit the following engagements.  Has anyone integrated Intercom with Slack? I want to be notified in my slack channel when someone starts a conversation. Is this possible? What is an underrated feature on Intercom? (Just out of curiosity!)Thank you in advance. 

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails.In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

Hi guys, One of the things we do is to measure the number of tickets/conversations we started.What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you!Ro

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

Hello,I am using Intercom API in a GCP cloud run to do several things, especially updating a user.Sometimes it works, but sometimes I get an 401 error: “token_not_found”, and I checked multiple times with logs: I am always sending the access token and it’s the right one. “intercom_user_id” is also the right one.I also checked multiple times my server and logic, and there’s no error. It’s happening both in production and test mode.Here are some request ids where this error happened: 0003sad4ua316ingi1l0, 000an1qat9nc63bsg160, 0021017ivsn8tt93ipd0.Here is the call in python:url = f"https://api.intercom.io/contacts/{intercom_user_id}"headers = { "Authorization": f"Bearer {settings.INTERCOM_ACCESS_TOKEN}", "Intercom-Version": "2.12", "Content-Type": "application/json",}update_dict = intercom_profile.model_dump()try: response = await httpx_client.put(url=url, headers=headers, json=update_dict) if response.status_code != 200: log.info(response.json()) log.i