Answered

In certain situations, we may need to focus specifically on the data from a single column in a chart. Rather than adjusting all the chart filters to isolate that column, it is more efficient to perform a drill-down on just that column.  

I have two workflows:1. One triggered by a whatsapp conversation (Customer sends their first message), where the final step is Wait 23 hours: If anyone sends a message during this time, the workflow will end.2. Another triggered by Customer sends any message (for various sources, including whatsapp).It is happening that after the customer answers the first workflow during the wait (so the workflow ends), and then sends another message, the second workflow is not being triggered.It is very weird because this same system works for other workflows triggered from messenger.¿Is there a reason why the second workflow is not being triggered?

I am experiencing an issue with the iOS version of the application. All audio files that are sent via conversation are unviewable and undownloadable due to an indefinite loading state. Is there a way to resolve this problem?

Hello,I have a requirement to assign the conversation to the teammate who replied last OR add this teammate to the list of Assignees.I am wondering if there is a simple way to implement using Intercom workflows rather than API approach.In the ‘Teammate sends any message’ trigger I am not able to find a dynamic option (current user)

I am a new Intercom user. When building my first email, I ran into a few issues - so hoping someone can assist. Trying to reduce the font size of a sentence in a Text Box. When I highlight just the sentence I want to be smaller font - it changes the entire text box, not just the highlighted text. I am trying to insert an Icon/Image to the Left of a bulleted list. Unfortunately I can’t figure out how to have two columns - so it is only allowing me to insert the image above or below the text.  Lastly, I am trying to add a few design elements - such as a horizontal line as an accent, not a divider. I haven’t found how to do that. Any guidance or tips for this novice user, would be greatly appreciated!SD

Curious if anyone has dealt with this issue. In the image below you can see that Tyson replied to a customer, however it’s showing the wrong contact image in Gmail. We have intercom set to send all responses from support@ourdomain.com. I’m assuming this is more of a Gmail issue than an Intercom issue, but I just want to figure out if there’s something I can do to prevent this from happening.  

The app sometimes crashes when adding video content, even after adding Media3 alongside the existing com.google.android.exoplayer:exoplayer. Crashes have reduced but still occur on various devices. Intercom SDK version is 15.11.0

I’m initiating a new conversation *to* a Contact, by using `createmessage` with the flag `create_conversation_without_contact_reply`. I get back a `conversation_id` on the resulting `Message` object. I then attempt to tag the conversation using `attachtagtoconversation`, which returns a very unhelpful message:{"type":"error.list","request_id":"00038sjjl7b2cb36su6g","errors":[{"code":"unsupported","message":"Conversation has no taggable part"}]} What does this mean? How do I apply tags on conversations? EDIT: this seems to happen when trying to tag newly-created tickets, too! the error message mentioning “Conversation” threw me off.

Hello, we are facing an issue with article url.When we are trying to reach this one for example https://help.studentpop.fr/fr/articles/5478884there's a redirection to http://help.studentpop.fr/fr/articles/5478884-pass-sanitaire. Actually our apps only allow https url so the redirection does not work. We saw that there is a parameter on help center -> settings -> Set up the basics -> security protocol, but even if we turned it into "https" we are still redirected to the "http" url.Is there a way to fix it ? Thank you

Idea created:  

hello team

Can I trigger a custom attribute change within the user's qualification section?

Hi Currently the in-app notifications do not post to any tables that we can sync via Fivetran. I seem to recall it was possible to add these to the conversations data and tag them there, but I can’t seem to find documentation on how to achieve this. Any info or help in getting the app notifications data into our data warehouse would be super helpful   

We’re testing out Fin, and for one of our chat conversations, Fin didn’t provide an answer immediately. The customer sent another message an hour later, and then Fin replied. Fin greeted the customer in the widget just fine prior to the initial customer message.Any ideas on what would cause a delay? Could it be customer environment? Or an occasional glitch in Fin? 

We're currently using the Banners feature to display product announcements on our homepage. We'd love to be able to use the Inline / Top banner design, but the fixed CSS positioning overlaps our main site navigation, which uses sticky positioning. We instead had to result to using the bottom banner design. Is it possible, using Javascript, to detect when a Banner is being displayed, so we can tweak our navigation style to accommodate the top banner? Not sure if I posted this in the correct category, I didn't see an option for Banners.

I have an expo project. Expo SKD - 51After installing “@intercom/intercom-react-native” and running “npx expo prebuild” command, I see the issue with “expo-image-picker” library. I always get in “permissionResult” false.After removing “@intercom/intercom-react-native” from the project, everything works as expected. 

Hello everyone,I’m Emmanuel Katto from Dubai, United Arab Emirates curious about how you manage the connection between Jira issues and Intercom tickets. What methods or tools do you use to keep track of both?If you have any strategies or insights to share, I’d love to hear your suggestions!Thanks!RegardsEmmanuel Katto  

Hey!In our use case, we are creating a contact (user or a lead) and then booting the intercom messenger for the created contact.When we are creating a user, we return the user external_id and hash that was generated, and we start the messenger with this data, this way the user sees correct conversation and history.We want to do the same for a created lead, we don’t want to generate the lead on the client side, but on the backend and then use the lead data to boot the messenger.We seems to be missing something, because we could not get the messenger started for a lead.We try using the lead.id, lead.external_id, with and without the lead hash, added the createdAt timestamp, tried a combination of those properties, but nothing seems to start the messenger for a specific lead.What data does the boot function want to get to allow us to start if for a specific lead?Thank you!

Hi,We find the Spam/Junk filter in Intercom pretty poor - it’s send a lot of genuine emails there, including inbound emails from email address we have in our Contacts list and ones we have repeatedly marked as “Not Junk” in the Spam list.However, it’s not learning, and they keep getting flagged as junk.Is there a way to either:mark an email address as a safe sender/whitelist, so those inbound emails don’t go to our spam filter? If not a built in setting, can it be done with automations/rules? OR turn off the spam filter altogether (we use Google’s Mail Servers and their spam filter does a much better job and keeps spam from getting to Intercom anyway) (again, if not built in, can it be done with automations/rules?)CheersRob

My usecase is where i have multiple series for example suppose i have 3 series where i am performing some tasks of sending out notification, but now the logic is such that there are three unique triggers ( one for each series ),now if a users trigger 1st series with the trigger and the series contains a timer for like 3 hrs before sending notifications, but the users also triggers 2nd series with 2nd trigger , now i wish to prevent sending out notifications from series 1 as user is now under series 2 . similarly usecase for series 3.

Hello everyone,I’m Emmanuel Katto from Dubai, looking for advice on how to effectively organize and manage the relationship between Jira issues and Intercom tickets. What strategies or tools do you use to keep everything aligned and ensure visibility?If anyone has tips or best practices to share, I would really appreciate your suggestions!Thanks!RegardsEmmanuel Katto

One of our users has sent an screenshot of our site. A smiling magnifying glass shows right where the intercom FAB is located by default. We are trying to figure out if this is an intercom button or some other extension. The page in question hides with code the intercom FAB. Could this be the cause for this issue? Could the user have started an action in intercom and then navigated to this screen resulting in this button showing up?  

Currently, custom actions are available in the settings to Fin or workflows and helpdesk. We'd like to add actions that are available only in workflows and cannot be accessed through the helpdesk. Separating these two options in the custom action usage setting would be very beneficial.

Hi,We have a use case where our intercom user creates a message (eg chat) to be sent to all leads, and would like the message content to be picked up by our webhook endpoint upon sending the message, so that we can forward that message to external APIs.We are able to get a notification event whenever the message is sent by subscribing to the content_stat.chat topic in the webhook settings, but this topic only has the statuses of the message sent, but not the actual message content itself.We’ve tried subscribing to the following topics, but I don’t see it working for our use case:conversation.admin.opened     conversation.admin.replied     conversation.admin.single.created     conversation.user.created     conversation.user.repliedAppreciate if anyone has any insight on how we can get it to work. I’ve considered the possibility of a custom action but there does not seem to be anywhere that a proactive support message can configure such an action into it. Many thanks in advance.