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Hey yall, conversations that are assigned automatically send 3 separate emails to the assigned teammate:One email about conversation contents Second email that the conversation was assigned to them Third email that the conversation was assigned to the Support Team they are onThis feel like a lot of emails for just one conversation. I talked to Intercom support and they said this is operating as expected, but that they’d put in a feature request for this.In the meantime, I recommended that our Support Team should have at least the following notifications enabled: Any mentions of you in a conversation Activity in anything assigned to youI was thinking about having them set it one up as an email and the other as a desktop banner notification - thoughts?

For our internal documentation, we would like to link to specific Macros. I couldn't find a URL that was unique for any of the Macros. Is there a workaround for this?

Im getting the error message in the title when i try to change the name of a user.I imported alot of my data from zendesk, and its created a user with the wrong name, but the email is one of our sending and incoming email domains. We own this email, but we cannot change the name in intercom, and its causing alot of confusion how can i edit the name of this email please

Hello,We started to see a new crash in our production app since bumping the Android SDK to version 16.0.0. We've tried bumping it to 16.1.0 but still see this issue. It seems there's something missing in the layout of one of the in-app notification types which is causing this crash.Would you be able to take a look into this, please? Fatal Exception: java.lang.NullPointerException: Parameter specified as non-null is null: method io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView, parameter composeView at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView(InAppNotificationCard.kt:3) at io.intercom.android.sdk.overlay.ChatNotification.populateViewsWithData(ChatNotification.java:90) at io.intercom.android.sdk.overlay.ChatNotification.display(ChatNotification.java:64) at io.intercom.android.sdk.overlay.InAppNotificationPresenter.addNewNotifications(InAppNotificationPresen

Hey guys,I'm looking for a tool that will make it easier for me to collect, input and categorize user feedback. Currently I'm working with a dumb spreadsheet that is way too big to get useful insights out of.Do you know any tools or features that could help me?

Hi Intercom Developers,  I would like to report an issue of the Intercom notification on Android platform. The issue here is when the user receives the notification, it’s showing not only the new message but also the other past messages. Our app expect it to only show the new message. Could you guys please help take a look at this issue? Thank you so much.Here is our implementation, we’re using react native 0.76.5 and @intercom/intercom-react-native: ^8.1.0Please let me know if I can help you guys provide any further information

Hello!This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.But how do people tend to do this?Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?I’m uncertain atm the best approach within intercom.

Hi, Happy Satuarday! We created about 240 tags. For now, we rely on our support to manually tag email conversation and FIN customers but it’s very time consuming. For email,  found this but it’s outdated. Do you have a new way to auto-tag email with our internal 240 tags. Source: Under Settings > Inbox Automation you will find Inbox Rules. From here, you can create a new rule to tag a conversation if it contains certain keywords. When creating a new rule, select the event "A customer sends any reply". Then, in the conditions for your rule, select Message Content, and define the keywords you want this rule to target. Then, choose the action Tag conversation. Save your rule, and you're good to go!It would be great to also apply those 240 tags to both FIN and email. Please help! Thanks!  

I've been using AnalyticsForIntercom for months. Now they are down for several weeks. I only see 502 bad Gateway after a login attempt. Does anyone know what's going on? Can't even cancel my account there. And their customer support is not responding for days. Thanks

Hey everyone,I’m trying to set up a data pipeline between Intercom and Snowflake to get a complete view of customer interactions. The goal is to store and analyze support conversations, user activity, and response times alongside other customer data we already have in Snowflake.Right now, we’re manually exporting data, but it’s not scalable. Ideally, we’d like an automated integration that:Regularly syncs Intercom conversations and user attributes with Snowflake. Allows us to join Intercom data with sales and product usage metrics. Doesn’t require constant engineering maintenance.I know Intercom has an API, but building a custom pipeline seems like a big lift. Has anyone set up something similar? What tools or approaches worked best for you?

My org would like to explore getting Fin in front of calls/emails. What resources should I consume before surfacing a request for consultation on our specific use case? Is it trustworthy? What are the hallucination implications? 

Is it possible to create an article from a document uploaded to our Knowledge Base? If so, could you please explain how to perform this action?"

Hi everyone, I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly.  My situation:I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic. Supporting customers:When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse. When they

Hello,I’d like to create a custom data connector. In my business, we sell coding programs with different session dates, and I want users to be able to check upcoming sessions from our database.To retrieve the relevant sessions, I need to collect a few details from the user:- Program of interest- Format- Campus (we have up to 25 campuses)For the campus selection, I don’t want users to type manually — I’d like to display a list of available campuses they can simply click on.Is this possible with a data connector? I see that Fin supports data inputs like text, number, decimal, and boolean — but is there a way to present a list of options (e.g. dropdown or buttons) for users to choose from?Thanks in advance!

When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

I have a problem where I’m using expo-splash-screen to show a splash screen while I do loading tasks before presenting the application. The problem is that when the app receives a push notification from Intercom and we open the app from that notification Intercom presents the chat UI before the splash screen has been dismissed and the app UI has been shown. I imagine this is happening because `intercom-ios` does the handling of its push notifications internally and has not knowledge of whether the app is “ready” or not. How can we fix this?

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

Hi everyone,I’m Ajay Hinduja from Geneva, Switzerland, can I use Intercom to manage and send email newsletters to my users?I’m considering using Intercom not just for support and messaging, but also for regular newsletters and updates. I'd really appreciate your suggestions or insights. RegardsAjay Hinduja Geneva, Switzerland

Hi guys,I know that conditional attributes for conversations are available, but what about tickets? can i set conditional attributes for them?  Thank you

Hi!I want to design a system where any employee can ask Fin questions and get answers based on our internal resources and customers can ask questions and get answers based on what’s in our help center. One idea was creating two help centers (one for employees and one for users) but looks like Fin can only be trained on one help center. Anyone have success with creating a system that uses Fin trained on two different knowledge bases to answer questions? Or other general thoughts about how to go about this? We use confluence for our internal resources and have a help center that we directly edit for customer questions. Also don’t want to add every single employee as an intercom user 

Hi! Evaluating Intercom now as a potential replacement for my previous support system. Setup has been great so far! However, I do see one potential showstopper in the Android SDK. When receiving a push notification it is possible to open the intercom messages directly from the notification, and then have a permanent “chat bubble” on the home screen. We are a very small team with a large userbase, and can’t have a direct line to support available on users home screens. Is there a way to disable this? I do want users to get notified when there is a new message, and it could be fine to open the messenger directly. However, to show a permanent chat bubble on the home screen is not something I am comfortable with. Can you disable this in some way?

Hi everyone,I'm Dario Schiraldi, CEO of Travel Works, based in Dubai. I’m currently exploring ways to enhance our travel platform with more dynamic features, and I'm looking into integrating APIs for flights, hotels, car rentals, and possibly experiences.I’d love to hear about your experiences—what worked, what didn’t, and any tips you can share. RegardsDario Schiraldi  

From time to time, agents cannot log-in and see different errors:Developer login page instead of regular one Or error “You’re running old version of the Intercom web app...” (hard clear of cache and cookies works from 3-4 attempt)Does anyone else encounters such behavior, or are we the only lucky one? :) What helped you with that?For the context, it happens with several people at once, different devices, different IP, location. The browser is updated, no internet connection issues. We’re using EU Data Hosting, btw

Hi Intercom community, I am wondering if there are keyboard shortcuts for the Help Center formatting features like the note callout, embed videos, dividers, bulleted lists, and so on. The keyboard shortcuts for standard formatting features (Ctrl + B on Windows for bolding text) seem to work. However, I am not seeing any evidence that these shortcut keys exist for the Intercom-specific features.If it has not been implemented, hotkeys would be a really nifty tool that would improve quality of life and productivity!

Are there any scripts available to migrate CDAs Tags Companies Contacts (Leads + Users) Events & Event Metadata and Articles from US to EU?