Answered

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

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?

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. 

Is there a way to send a message to Slack when a new article is published? 

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. 

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 Can the plugin be out of date ?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

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 

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? 

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!

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?

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

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.

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! 😊

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!

 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. 

Hi guys, do you know where can I see my archive users and can I unarchive them? Thx

Hello! I’m working on integrating Fin AI to our queries handling.When conversations are handled by a teammate, we use a custom attribute “Subject Line” to ‘tag’ the query and report on volumes each week. Subject Lines would look like this:[Account] Login issue, [Account] Change Email Address[Billing] Refund Request[General] Query / Premium, [Feedback] Contentetc etc If I want Fin to handle tickets, how can I get it to tag the conversation based on its content? either via our Subject Line attribute or via tagsAt the moment, we have a workflow where users select what they want to talk about with buttons (“Question about my account”, “Help with my subscription”, “Share feedback”, “Something else”). Subscription queries go through Fin, the rests goes to a teammate. I’d like to open “Something else” to Fin AI too but I’d need to be able to tag the conversations properly to create usable data. What’s the best practices here? What have you found the most helpful?

We need to add a Content Security Policy to our application that adheres to the following requirements:include a 'default-src' directive to act as a fallback for other resource types when their policy definitions are absent set explicit CSP 'script-src' and 'style-src' directives, without the use of wildcard domains not utilize any 'unsafe'- prefixed directives.Reading through this article in Intercom Help, i think point#2 above can be addressed (but please confirm), and also advise if points #1 and #3 can work with Intercom (e.g. can we avoid using the 'unsafe-inline'?)

When updating an article with the API, I am finding that any blank paragraphs in the article are stripped away. This is somewhat annoying, as we often use blank paragraphs as a way to have some padding below text before the next paragraph, heading, or image.More specifically, we may export an article with a blank paragraph that is marked up with ‘\n<p class=\"no-margin\"></p>\n’. If we feed that body directly back into the article to update it, that entire block of HTML is removed. Is there any way to preserve this?The below image shows the blank line added between the first two lines of the article. And here we see that spacing has been stripped away: 

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!

Hi everyone,We are working with Intercom and recently added the function to sort incoming chats based on the customer's inquiry. Chats that didn't fit into specific categories were sent to a general folder.However, we are encountering an issue where closing resolved chats in folders seems to cause the chat count to increase rather than decrease. For instance, if there are 20 chats in the "Payments" folder and we close one, instead of the number dropping to 19, it sometimes increases to 22 and then stabilizes at 21.Has anyone experienced something similar or have any suggestions on how to fix this? Your help is greatly appreciated!Thank you!

I am trying to send email messages via the messages API endpoint and its failing.  Perhaps my current authorization  token doesn’t allow the sending of messages, even though I’ve check all of the boxes?  I have found via OpenAI instructions for adding “message” scope to the authorization token.  But OpenAI doesn’t seem to be in line with reality, as I cannot find the Intercom UIs it refers to.  What is the right way to make sure my authorization token includes the messages scope? 

Confirmed this is a problem on ios Safari/Chrome/Firefox and Android. Let me know if anyone as had this problem before. Video attached. I have reached out to Intercom support as well.

Hi there! I’m looking to tidy up the right hand sidebar “Conversation Attributes” - we only really need a couple of these but I’m not able to find where I can remove attributes from this?We don’t need things like External ID, Fin AI Agent, Workflows, Workspace, Copilot etc. We also have a lot of User Data categories we would like to remove from this view, are we able to do this? Thanks so much!