Answered

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 For email,  found this but it’s outdated.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?

Hi. This is on both Android (1.16.0) and iOS (18.7.2). When I start a conversation with the AI chatbot and use one of our predefined quick replies I need to wait until the textfield appears and then send a new text message or send a GIF before the AI reacts to the first quick replie I sent. This feels like a bug in the implementation and of course the chat should start right away if the user uses the quick replie feature, 

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

Please someone help me out about this community

loginIdentifiedUser / loginUnidentifiedUser works properly on app launch. The issue is when you carry out these actions in sequence -  loginIdentifiedUser, logOut and loginUnidentifiedUser, I get this UI error with console error errorCode: 0, errorMessage: The operation couldn’t be completed. (Network request succeeded but the response was ignored error 0.)  

We are utilising the 6.0.2 version of the capacitor-community/intercom package, which is using a 12.x version of the Intercom Android SDK internally.What seems to be happening is that when the plugin registers it is making an initial call to Intercom (probably for the reasons outlined in this thread: Our JS implementation code does not do anything until the user logs in. At which point we call `setUserHash` and `registerIdentifiedUser` respectively. We then have a button that launches the intercom bubble (displayMessenger).On a fresh install an Android 15 this works fine. We can login, click the button and intercom launches. On Android 16 it doesn’t. If you exit the app and restart it works fine from that point onwards.When monitoring the logs on the Android 16 device, with a release build, we get this error immediately upon app launch, before the user has a chance to interact (or even grant permissions for things like push notifications):Failed to register or update user: {"type":"err

Hi everyone, I’m a WFM employee assigned to a new client who’s using Intercom, and it’s my first time to use it. I am looking into building a payroll report, currently they pay the employees just based on how long they are logged in which I can easily find the report in intercom (Adherence Report), however, they wanted to change it and reference it with their schedules. The only way to do it is to use the Login/Logout report of each employee which shows what exact time an employee logged in/out. I can’t seem to find the report in intercom. Is there anyone here who happen to find that report and if you can share where in intercom can I get it?

We’re using react-native and the SDK version 8.5.0 on iOS 15+When our app boots, the user is logged out, so we run `Intercom.loginUnidentifiedUser()`The user then clicks Chat and we present intercom via `Intercom.present();`We then have a workflow/setting enabled for intercom to ask for the users email address (they’re not logged in)But when the input appears, you cannot click on it, if you do, it just toggles the timestamp on the input.  No matter how often we try click it, it doesn't work, we’ve tried on simulator, on device - multiple devices of diferent models and non of them work. Please advise.