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I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

Hello everyone,I’m Darshan Hiranandani, I’ve been working on an API that allows me to create articles with titles and main content. So far, I’ve been able to create articles successfully, but I’m facing a challenge when it comes to uploading images or attachments to these articles.I know some platforms like Intercom have hosting services that allow you to upload and store attachments, but I’m not sure if they offer something similar for direct image uploads.Can anyone share their experience or suggestions on how to upload images or attachments via REST API? Any help or ideas on how to handle this would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Does anyone know how to contact Userfeed? With Bump no longer supported nor present in the available apps, we are trying to stop payment. Would like to avoid going through our bank to stop payment, but have been unable to reach anyone at Userfeed directly. Any help would be great! 

Hi Everyone, if there are any possibilities to embed a javascript intercom chat widget in Salesforce Lightning Community. All my attempts to do this faced that widget script blocking by the Salesforce Locker Service. Although it is indicated that Salesforce is fully supported by Intercom Perhaps there is any best practice or documentation describing how to embed a script in Salesforce Lightning.

Do you allow custom unsubscribe links, meaning using our own unsubscribe page that we've already built ourselves? Having multiple unsubscribe pages for different services (Intercom being one service we use) confuses customers and makes it pretty hard on our engineering/data team. Most major email providers allow companies to use their own unsub link; they typically ask us to send our custom unsub link for checking/verification first of course.

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

Hi all :-) Is there anybody out there who is running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel?Thanks in advance ;-)

I’m a technical writer, new to Intercom and exploring its knowledge capabilities. I’m unable to upload new images or copy & paste images to my Knowledge articles — instead, I receive the error message “There was an error uploading your file” (and a prompt to try again, which doesn’t change anything).Can I get help resolving this issue? Thank you!Here’s an example: 

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

When I import an article from Notion to Intercom, I use the import option of Intercom. It does a nice job, but the imported article is “internal”. How do I change it to “public”?

We currently face a limitation in tracking ticket ratings timestamps. While conversation ratings are provided through webhook events, ticket ratings are not, forcing us to use the ticket closing date as a fallback. This creates inaccurate data when tickets are rated after their closure. This appears to be an oversight as this functionality is already available for conversations This limitation affects our ability to: Accurately track CSAT metrics over time Report precise customer satisfaction data Maintain data integrity when tickets are reopened Provide reliable analytics to our customer service teams We propose adding new webhook events for ticket ratings, similar to the existing conversation rating events. These events should include the same information as the conversation_rating_event. This also means we need a ticket_rating_updated_event when a ticket rating is modified. This would enable:Accurate CSAT reporting by actual rating date Better tracking of customer feedback pat

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

Description:We are facing an issue where push notifications are not working on Android in our Ionic app. Below are the details of our setup and steps taken:App Setup:We are using Ionic version 7.2.0.The Intercom integration is done using the @capacitor-community/intercom plugin.Intercom and Capacitor Registration:We have registered Intercom with the following keys:androidApiKey: android_sdk-xxxxxandroidAppId: lnp0halaiosApiKey: ios_sdk-xxxxxiosAppId: lnp0halaPush Notification Setup: An APNS push key was created and successfully uploaded to the firebase console APNs Authentication Key sectionIssue:Despite the above setup, push notifications are not working on Android devices.Could you please help us troubleshoot and resolve this issue? Let us know if you need additional details or logs to assist in the investigation.Thank you

Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom.The Ask:Would it be possible to create a data ex

Trying to use intercom URL in iFrame, facing the error which says "ancestor violates the following Content Security Policy directive: "frame-ancestors 'self' " Need a solution to overcome this issue. Kindly help us to resolve this

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?