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I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

Hi we have just implemented CSAT ratings and are doing surprisingly well from the customers who have rated us, however it doesn’t tell us the whole picture. Are you able to tell me whether it is possible to add CSAT to the creator of a message or ticket when there are multiple participants. I don’t want it sent to all participants just to the creator of the message. We often get messages with multiple people are CC’d into the conversation on first contact.If this cant be achieved currently are there any plans to include this?

The video I’m tyring to embed:https://infovolttime-my.sharepoint.com/:v:/g/personal/info_infovolttime_onmicrosoft_com/EeMaRjgK8mNJkhK8bIMM3bkBv30-QY394_Er8t6iZSWtcQ?e=7TOtmG&nav=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0%3D What I see in the article editor:When I try to publish the article: I can publish the article if I remove the embed section..

I have determined that Our iPad app is experiencing Airplay issues that are being caused by the Intercom API. Setup:Intercom.setApiKey(apiKey, forAppId: appId)let userAttributes = ICMUserAttributes()userAttributes.userId = user.userIDIntercom.setUserHash(userHash)Intercom.loginUser(with: userAttributes) Steps to reproduce:cold launch the app Have above code run for Authenticated users Turn on Airplay to TV or Apple TV Issue: External screen is blackNote: Turning airplay off and back on solves the issue. Troubleshooting:Commenting the following lines of code solves the issue:Intercom.setUserHash(userHash)Intercom.loginUser(with: userAttributes)I have tried disabling Intercom swizzling as per your documentation but it has no affect.  Currently using Intercom 17.4.0

Hi Intercom Team,I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.On April 11, Emily from your team responded with the following:"Hey again Eric! 👋This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.So what happens now?Now that your issue has been logged to be fixed, I will wrap u

There seems to be an issue with the Intercom API. I'm using the tickets/search POST call and it's only retrieving 97 of my 225 tracker tickets.POST: https://api.intercom.io/tickets/searchThe body of my API call looks like this:{"query": {"operator": "AND","value": [{"field": "open","operator": "=","value": true},{"field": "ticket_type_id","operator": "=","value": 2}]},"pagination": {"per_page": 100}} I also tried:{"query": {"operator": "AND","value": [{"field": "open","operator": "=","value": true},{"field": "ticket_type_id","operator": "=","value": 2}]},"pagination": {"per_page": 100}}

Usually, reaching out to Support isn’t very fast, so I’ll try asking the members of this community instead.I’d like to create an audience, but the audience tool isn’t exactly what I need—it doesn’t let me select all the viable fields within Intercom.For example:Users who received WhatsApp campaigns through our company’s WhatsApp Business number. Users who replied to any WhatsApp message using specific keywords. Users who were transferred to a specific team inbox. Users with a conversation attribute marked with a specific value.I’d like to use these criteria to create an audience that I could leverage in a future WhatsApp Business Outbound campaign.

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it? 

Hi We’ve configured Intercom using GTM in our SPA but we have the issue that a leads conversation history in Messenger is not appended to their contact conversation history when they log in.While logged out, in our sign in page, we use the “install” method to display the messenger and allow the lead to ask questions.Once signed in we use the ‘update’ method to push the contacts data to intercom.We also use “boot” after sign in to force the messenger to show the signed in users data (since its an SPA we don’t rely on page refresh).Based on the above should the leads conversation not be added to the contacts conversation history after sign in?It is not 100% clear to me from the documentation if this is how to actually structure these calls. Any help is greatly appreciated.Other Questions:1) Does ‘install’ method create a new visitor session every time its called? Ie if I visit the login page as a signed out visitor (calls install), then without signing in, I refresh the page, should I ge

I couldn't see when my team members are joining the inbox and replying, which means I can't see the status of the chats if they are being handled by other members or not. Please help address my queries!

Hi everyone,We’re working on setting up email aliases to route specific queries to a main inbox (support@....com) while keeping them categorized separately by type (e.g., premium, legal, billing).For instance, we want emails sent to premium.support@....com or legal.support@....com to be forwarded to the main support inbox, but with tags that categorize them as “premium” or “legal” accordingly.Could anyone assist with configuring these aliases so that customer queries are correctly tagged when they land in the main inbox?Thanks 

Does anyone know if there's a way to find out exactly where each conversation tag is being applied within the workflow?I’d like to know if it’s possible to generate a report for this instead of manually opening the workflow and searching.    

I am on my way creating my first mail template and want to use the tiny avatar image at the bottom of the mail showing the profile picture from sender. I saw this in the default mail template "Personal" – but could not find a variable or similar to implement this into my custom mail template. Please help :)

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

Hello! I’m wondering what solutions small teams (3 intercom users) for secure, large file transfer?  Intercom seems limited to 100mb and we occasionally need to transfer larger files with customers.  Our work around is using Google Drive and manually creating and sharing a folder with customers, but this is inconvenient and many customers have trouble accessing the Google drive link. We looked at SendSafely but it’s extremely expensive requiring 15 users minimum. What solutions are you using for larger than 100mb file transfers inside of Intercom? Thank you!

Good morning everyone how are you? I see that in our conversation that you have a Linear optionCan someone help me if I can create Linear tickets in app, and if so, how? Thank you! 

Good day. Could you please advise how to download conversations by filtering them based on workspaces, views, agent, tags, and closed status? I tried filtering by workspaces and views, but I couldn't find how to do it.

Dear Intercom Support Team,I hope this email finds you well.We currently use Intercom to manage our customer interactions, and I’m reaching out regarding a feature that could streamline our process. Specifically, we need to create a list of over 250 station names in the "Settings > Data > Conversations" section of Intercom for managing our tickets.Manually entering each station name is quite time-consuming. Is there a way to bulk upload or automatically generate this list directly within Intercom? If so, could you please provide guidance or documentation on how to implement this?This capability would significantly enhance our efficiency. Thank you in advance for your assistance, and please let me know if you require additional details to address this request.Looking forward to hearing from you.Best regards,Jorge from Equip Sport

We have customers using different spellings, typos, etc .of words while searching for content in our help centre and not finding our content as a result. How can I add common alternatives to word in an article or the backend, to ensure our customers always find what they’re looking for even if they are using different language to us? This is not related to SEO but and solutions welcome.E.g : a customer searching for a Wi-Fi connectivity article types in wifi and nothing comes up. or a customer types in TRV (thermostatic radiator valve) and nothing comes up because we use ‘Smart Radiator Thermostat’.

Hi! Based on the article about formatting articles, https://www.intercom.com/help/en/articles/4103903-formatting-and-exporting-your-articles-with-the-articles-api, there doesn’t seem to be a way to POST an article through the API that has callouts. For instance: Any ideas on how this might be possible? Thanks!Scot

While I’m typing Japanese text with IME (Input Method Editor)  If I hit enter here, I expect it to finalize the Japanese text with IME BUT not sent it as a chat message yet. But this widget sent the unfinished text any way.

When entering Japanese text with an IME, pressing the Enter key mistakenly sends the incomplete text to chat. If I press Enter here, I anticipate finalizing the Japanese text with the IME, but not sending it as a chat message yet. However, this widget still sends the unfinished text anyway.

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some styles are stripped out, as a result clients can't see the HTML formatted correctly when the email is opened, Do you know why this could be? I'm seeing that css styles are removed and even using inline styles would not work, does intercom support styles in the email conversations api at all?

Hello, I tried to use react-use-intercom in my nextjs project, everything works fine on desktop, safari but the chat hides on other browsers when using mobile devices. Please help me fix the issue. Thanks!

There are inactive customer workflows but apparently when you send a message (ie. asking for the customer to reply), these will only send in the messenger. Shouldn’t they also send via email if the customer hasn’t seen the update in the messenger after 3 minutes? I’m not understanding why that’s not happening as it should be the same as any other message sent by a teammate.