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AndyZNew Participant

asked in Messenger

Messager Reply buttons: Get more help

How can I disable or hide the “Get more Help” button?

721

9 months ago

Valerio ChangNew Participant

asked in Reporting

Unable to add a Teammate to a Team without Inbox Seat

We don't need a teammate (call them X) to have access to the Inbox, we just need him to belong to a team.Here are the replication steps1. Assign teammate X an Inbox seat license2. Add teammate X to the Sales team successfully3. However as soon as I remove the Inbox seat from teammate X, he disappears from the Sales team.

881

9 months ago

Olga KukharskayaNew Participant

asked in Knowledge

Add Tajik and Kyrgyz languages

Hello!Since our company started cooperation with clients from Kyrgyzstan and Tajikistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centres for our clients. The request to add these languages to Intercom was sent several months ago and was forwarded to your Product Team.First, please at least add the browser language attribute for Tajik and Kyrgyz languages so that we can start creating workflows.Thank you in advance!

411

9 months ago

Yevgeniy BorisovskyNew Participant

asked in API & Webhooks

Handling Missing Variables in Custom Action POST Request to Prevent Failure

Hi everyone,I’m working with a Custom Action in Intercom, where I send a POST request that includes a variable from the conversation data. However, sometimes this variable is missing for certain conversations, which causes the POST request to fail.Is there a way to create a fallback or default value for such variables in the request body to prevent the failure?For example, here’s my current setup:If data is not available, how can I ensure the request still goes through, possibly by setting a default value (like null or a placeholder string)?Any advice or examples specific to handling this in a Custom Action would be greatly appreciated.

1391

9 months ago

AndriiNew Participant

asked in API & Webhooks

API, close conversation and text message about it

We have many conversations in the backlog with a specific tag. We want to implement a simple Python script that uses an API to find and close these conversations. After closing them, the script should send a message to those chats to inform the users about the closure. How can this be implemented?

632

9 months ago

Matthew AdetoyeseNew Participant

asked in Mobile SDKs

push notification

mpty input (after ) at line 1, column 1 [parse.c:1062] in '<HTML> <HEAD> <TITLE>INVALID_KEY</TITLE> </HEAD> <BODY BGCOLOR="#FFFFFF" TEXT="#000000">  <H1>INVALID_KEY</H1> <H2>Error 401</H2> </BODY> </HTML>

1511

9 months ago

Carla RodriguesNew Participant

asked in Inbox

Difficulty Viewing Screenshots in Emails: Seeking a Solution

When clients send us a screenshot in their email, we are unable to view the image properly, even when closing the side panels. This is really complicated, and I would like us to find a solution; otherwise, we may have to switch platforms.

361

9 months ago

Marianne MedioniNew Participant

asked in Inbox

How can I deal with multiple email inbound contact ?

We are using intercom in our customer support team. Usually our clients contact us by email, and add a second person in copy of the email. Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ? Today we are blocked because CSAT won’t be send automatically if there are more than one email adress. Thank you !!

741

9 months ago

Jessica CastanuelaNew Participant

asked in Customer FAQ

How do I change the preview line in an email?

Hello! Is it possible to create a custom preview line when composing an email that will show up in customer’s inboxes? I would like to edit this first line of text you see in your inbox next to the subject line to be different from the very first line of the actual email body’s text.

81913

9 months ago

AnibalNew Participant

asked in Inbox

Issues when ticket shifts back to "In progress" when a customer responds

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?

1395

9 months ago

Avi SarangaNew Participant

asked in Support Operations

unable to verify automatic forwarding

Hi,I am unable to complete the automatic verification forwarding. Everything is setup (the verification email comes along even) - When I click on verify automatic forwarding nothing happens.

1081

9 months ago

Arian ShaikhNew Participant

asked in Outbound

How can I add style in the reply body response in conversation using rest API request

Although, I am able to send p tag or a basic string message, but when I send something like this:`"body":"<html><body><div style='margin-top:30px; text-align:center; display:block;'><a href='https://google.com#39;>Record your Screen</a></div></body></html>"` it just goes as empty

641

9 months ago

Pamela ViarengoNew Participant

asked in Reporting

Exported CSV File not received yet

Hi. It's been 24 hours since I requested a CSV file exported data and I have not received any email response yet. Can anyone help please?

1012

9 months ago

Ronak DesaiNew Participant

asked in Mobile SDKs

Android Intercom Push Notification handling issue

I'm having trouble with handling push notifications from Intercom. When a push notification is received and selected, it opens the message conversation view momentarily, but then immediately redirects to the app's home screen.I am calling Intercom.client().handlePushMessage() in onResume() of the HomeActivity, but it seems like the Intercom SDK is not waiting for this method call. The issue is reproducible on the latest version (15.10.3) and the previous version (v15.9.1).Here’s the code snippet:Firebase Messaging Service class:override fun onMessageReceived(remoteMessage: RemoteMessage) { val extras = remoteMessage.data if (intercomPushClient.isIntercomPush(extras)) { intercomPushClient.handlePush(application, extras) } else { … } }HomeActivity class:override fun onResume() { super.onResume() Intercom.client().handlePushMessage()}It is reproducible using latest version 15.10.3 and previous v15.9.1 as well.Has anyone encountered a similar issue? A

48410

9 months ago

thepgbNew Participant

asked in Messenger

Open new chat directly from app without Intercom landing page

Hi,We have a set of common customer support issues in our profile section and on click we would like to launch Intercom and open a new chat with an agent/bot and bypass the Intercom first page showing Inbox, Send Message, etc. We have one engineer who isn’t very experienced with the tool looking at the issue and he thinks it’s not possible. But to me that feels like a basic piece of customisation a customer might require. Any advice is greatly appreciated.

1172

9 months ago

Montreal CollegeNew Participant

asked in Outbound

How can I personalise the chat launcher?

How would it be possible to visually change the chat launcher?The default widget is not too accessible for users unless they accidently happen to find it.Is it possible to increase the size - give a pop up transition, which isnt natively possible?Thanks

902

9 months ago

Richard FoxworthyConnector

asked in Deploy Fin

Make Fin ignore specific emails

We sometimes receive auto-generated structured emails to our support inbox.These emails represent a request to doa. specific action for a cusotmer, not a gerneral qurestion.How can we instruct Fin to ignore specific emails which can be identified from fixed templated body team, and will also include a fixed text string in every subject line?

Ida JNew Participant

Hey, I am curious to know how other companies handle email management. Currently, we are using a third-party app to manage our emails and use intercom for live chats. However, ideally we would want to migrate email support into intercom so that we can save some money. The problem we are facing is that we have multiple inboxes with different signatures for each one. For example, one inbox has a generic signature without specifying agent names, but other inboxes require agent names to be visible. Is this even possible? We’re happy to change our procedures quite a bit to make this work, but email signatures is non negotiable.

7752

9 months ago

Lauren RosenfeldNew Participant

asked in Knowledge

new article notifications

Is there a way to send a message to Slack when a new article is published?

3647

9 months ago

Rick ANew Participant

asked in Workflows & Automations

Autotag abandoned conversations

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance.

741

9 months ago

Alexandre HutsulyakNew Participant

asked in Messenger

Issue with Android and IOS styles using @capacitor-community/intercom

Currently on our company we are trying to implement the intercom messenger on our Ionic Capacitor Angular project, so for that we are using the @capacitor-community/intercom plugin. IssuesAfter clicking on the intercom messenger the wrong styles are being applied for android and ios. QuestionsCan it be some configuration missing inside intercom dashboard ? Can the plugin be out of date ? Is there an way of fixing this ? Inside our intercom dashboard we have styles for web messenger and for our apps and for some reason in our app projects it keeps going for the web default styles. NotesWhen creating the styles we ensured that we are using the correct package name (com.companyname.appname) this is what we have inside capacitor config file and config.xml The unexpected behaviour screenshot is what we currently see (web styles). The expected behaviour screenshot is what we want to have (mobile sdk styles). Keys where checked already and ensured that the right ones are being used. Unexpecte

2381

9 months ago

Nikhil DuaNew Participant

asked in API & Webhooks

Sending Post Message via API

I’m looking for a way to automate sending (or correctly scheduling) messages from Intercom Outbox to customers.Current the way it’s done is manual:3 message templates, each with own url rules ands scheduled Each of them get scheduled and stopped at a separate time to send to customersI’m unable to find a way to currently automate this with the API (either with Messages API https://developers.intercom.com/docs/references/rest-api/api.intercom.io/messages/createmessage or even with Events API (https://developers.intercom.com/docs/references/rest-api/api.intercom.io/data-events/createdataevent) There’s no way to define rules, frequency of this I believe.It seems that having an event-triggered option for rules does not allow for URL rules to be respected? Best,Nikhil

1361

9 months ago

Pinal PatelNew Participant

asked in Train Fin

How do I combine Fin knowledge sources?

Hello. In the AI & Automation > Fin AI Agent > Setup > Content the limit for knowledge sources is 10. Aside from manually copying and pasting each link, is there a way to combine multiple knowledge sources with the same domain name into one?

1201

9 months ago

bdwalshNew Participant

asked in Messenger Security

Mobile SDK Messenger Integration - User Verification failing for iPhone only

Hello! I am using the Intercom mobile SDK integration for a mobile application. As per the instructions on the dashboard I am enabling identity verification to secure the users messenger chats. I am having a persistent issue where on iOS only, the user verification fails only for certain users. The call to register an identified user will fail with this error response:Error: Error logging in: ERROR - [HTTP 401] - Failed Identity Verification check I have replicated this for a user and verified the following:The user hash value we are passing into setUserHash is correct as verified by the hash checker in the installation instructionsThe user ID we user to generate the user hash is correctThe users email is correct I am using the latest version of the mobile SDK on iOS Are there any other steps I can follow to troubleshoot this issue? Any help would be much appreciated!

1351

9 months ago

Hisham NimriNew Participant

asked in Mobile SDKs

React Native Expo setup - AppDelegate

Has anyone set up intercom in a react-native app built with expo without having to eject? In the instillation guide, there is a section that says you must edit your AppDelegate:@import UIKit;#import <IntercomModule.h>@implementation AppDelegate- (BOOL)application:(UIApplication *)application didFinishLaunchingWithOptions:(NSDictionary *)launchOptions { [IntercomModule initialize:@"ios_sdk-500cd3ead0b8b44660787a98816eddbf36a36945" withAppId:@"j1flec5a"]; return YES;} If I do not want to eject from the app, can I still use the react-native-expo plugin on IOS?

2781

9 months ago