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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.

491

10 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 !!

861

10 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.

91313

10 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?

1665

10 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.

1281

10 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

861

10 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?

1192

10 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

51510

10 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.

1382

10 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

1052

10 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.

7992

10 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?

3927

10 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.

961

10 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

2611

10 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

1621

10 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?

1491

10 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!

1721

10 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?

3061

10 months ago

Ben S11Connector

asked in Inbox

Can you change or add custom snooze times for your agents?

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up. Currently these conversation re-open in an agents queue and we need to manually follow up. In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

87310

10 months ago

Tom TupperNew Participant

asked in Outbound

JS API error handling

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful.All assistance appreciated.

5484

10 months ago

Alondra Pacheco de AnzalduaNew Participant

asked in Workflows & Automations

Error message when creating a tag

Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊

2214

10 months ago

Andrea_New Participant

asked in Deploy Fin

Does Fin process context from the workflow?

Hello! I’m starting to use Fin AI to answer more queries. At the moment, it’s only involved in some kinds of conversations and we’ll expand it to other topics gradually.My question is, does Fin process the buttons the user selected when looking for an answer? In my example below, would Fin process that the first message was “Help with my subscription”, and therefore look for the answer in subscription-related knowledge bases? Example of workflow Thank you!

GrazielaInnovator ✨

Today, I spoke with support about changing the font, and they told me it’s not possible. Is that really the case? This new font is quite challenging; when you look at the number 0, it sometimes looks like an 8. It’s causing a lot of issues for users.

1532

10 months ago

User1204Active User

asked in Apps & Integrations

Anybody achieved to transfer Intercom conversations to a Hubspot Company's profile?

4039

10 months ago