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I am working on new Fin Tasks where I want to create a branches with conditions that are dependent on the results of a custom action. Can anyone help me understand how to build this? For example if a Custom Action returns [X] then follow this path, and if Custom Action returns [Y] follow a different branch

Hi, Is there an Intercom integration with Looker Studio? I’ve seen an older post in which people seemed to run into issues with the API documentation. I wonder if there have been any updates or if there is an easier way now to integrate both. Thanks.

Hi team, I’m trying to fetch user information with external API. The example response was like : { "list": [ { "customer": { "id":"123", "first_name": "Darth", "last_name": "Vader", "email":"darthvader@deathstar.com" } } ]}I can see the example response in Data Access but since the first layer is a list, I can’t mapping that in Object Mapping. Could you suggest how should I mapping these data? Thank you. 🙏    

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

Hi all!We’re currently running into some issues related to Workflows that are triggered from calls coming in.What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:   A: Is an IVR PromptC: Is a hold and assignB: Is voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.  Happy to be pointed in

Are there any plans to have macOS SDK in the near future? Specifically I want to use it for embedding the help center inside the app.

When we search a customers unique order number in Intercom, we would expect to see a list of all conversations, tickets, side conversations where this number appeared.However, when you search in Intercom it will often not show information that lives only in the right side details panel/conversation attributes, or in certain fields the agent has filled out inside a ticket, or that the customer has entered with the bot/conversation events.Can you help us understand why it works this way?Our former CRM had no issues searching ticket/ conversation history and it would be easy for agents to double check all points of contact that had mentioned a key word, order number, etc.  There is an additional search filter to toggle for Order Number, but this also doesn’t find all the locations of this order number, and is multiple clicks, slowing agents down who are already multi tasking.At present we’ve found searching has become such an unpredictable function that agents no longer feel confident in

I have duplicates of some users, all with the same email address. How did this happen? How can I fix it?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

Hi - We exprience a crash in the latest version of the iOS SDK version 18.6.3 The way to reproduce the crash:1. Open Intercom in the app, start a new chat (or existing one).2. In the conversation choose to add a photo (from library or from camera)3. Before choosing to send - take the internet off (by turning on airplane mode)4. Add the photo5. Tap the ! to try again - but take no action.6. Restore the internet by disable airplane mode7. Wait for Intercom to restore the connection and send the image automatically and after the image is shown as sent (not grayed out) - Tap Try again8. crash!Reproduced 100% of the times. ScreenReco...3-39_1.MP4   

We are facing following issue in our iOS Native app:When the app is closed and the user clicks on the Intercom’s Push Notification, the app opens up but the chat/post opens momentarily and closes. This only happens when the app is closed and notification is clicked, it works fine if the app is in the background/active state.In our case when the app is opened via Push Notification in the app's closed state, main view get refreshed after data fetching.I have done all the Push Notification configuration as per the doc: https://developers.intercom.com/installing-intercom/ios/push-notificationsWe are using iOS SDK Intercom version: 17.1.2 Similar kind of issue was resolved by our Android Team by using Intercom.client().handlePushMessage() . However, such a method does not exist in the iOS Intercom SDK.

Hey all. Curious if there are any solutions or recommendations for a small team to use Intercom. Currently we’re seeing $29/mo per seat which is SUPER pricy and already extremely limited as it is as we’re very small and in the beginner stages. It makes no sense to spend $60 or more a month just for 2 reps when we only have maybe 1 chat per week coming in. I’m wondering if anyone uses a shared email/account or have any recommendations. We can’t even take advantage of all of the features of Intercom because it’s gated behind a $85/seat/month cost which is almost 3x the cost of the entry level plan. We love Intercom but feel super restricted despite paying for it.

We are using this browser extension to test for accessibility issues on our website.https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extensionIt reports several issues with intercom.Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful. 

Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable.  We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery.  Thanks!Ronald Hill, Customer Support AgentZipline International 855-947-5163

Hey there, I’m finding it difficult to understand the rest API docs around file uploads. I would love to have a user fill out a form, and attach an image, and this would be submitted by the API to create a ticket. I see that the “File” type is supported in the tickets, however I’m finding difficulty in figuring out what Intercom wants as a file.  Is there any more documentation that you could point me towards? Or could you provide a quick example of what an image upload would look like with the API?  Thanks, Aaron. 

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.”I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

I'm creating a user in the api and filling in the phone field. I Want fill a field "WhatsApp Number" How I do that?  there is nothing in the documentation

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

Hello!We’re about to launch a new feature at my company and I want to track how much support this generates.As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.Does anyone have any recommendations?Thanks!

I encountered a problem with opening a chat with a conversation when clicking on a push, when clicking it just opens the application implementation 'io.intercom.android:intercom-sdk:15.11.5' private final IntercomPushClient intercomPushClient = new IntercomPushClient(); @Override public void onMessageReceived(RemoteMessage remoteMessage) { Map<String, String> message = remoteMessage.getData(); if (intercomPushClient.isIntercomPush(message)) { intercomPushClient.handlePush(getApplication(), message); }  @Override protected void onResume() { super.onResume(); checkPendingDeepLink(); Intercom.client().handlePushMessage();  @Override protected void onNewIntent(Intent intent) { super.onNewIntent(intent); setIntent(intent);..... Bundle bundle = getIntent().getExtras(); if (bundle != null) { String link = bundle.getString("link"); if (link != null) {

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this?  Thanks in advance! 

Does anyone know a way to get Intercom survey data pushed to Domo on a daily basis (potentially using the json connector)?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

Hello We're currently facing an issue where CoBrowse sessions are not available in Intercom unless the user is logged in to our site.According to CoBrowse support, the SDK should be initialized as soon as the website loads, regardless of the user's authentication status.They mentioned:“The issue could be that the CoBrowse SDK is only being started when your users log in. Would you be able to check that with your Dev team? I see no reason for it not to be started before the user authentication happens as the agent and user will still be matched through Intercom.”In our implementation, the CoBrowse SDK is initialized for all users, not just those who are logged in.We suspect the issue may be related to how users are matched between Intercom and CoBrowse. When a user logs in, we pass their email to both Intercom and CoBrowse, which seems to enable session matching. However, for guest users (not logged in), no email is available, and as a result, the session is not linked between the platf