Answered

We currently face a limitation in tracking ticket ratings timestamps. While conversation ratings are provided through webhook events, ticket ratings are not, forcing us to use the ticket closing date as a fallback. This creates inaccurate data when tickets are rated after their closure. This appears to be an oversight as this functionality is already available for conversations This limitation affects our ability to: Accurately track CSAT metrics over time Report precise customer satisfaction data Maintain data integrity when tickets are reopened Provide reliable analytics to our customer service teams We propose adding new webhook events for ticket ratings, similar to the existing conversation rating events. These events should include the same information as the conversation_rating_event. This also means we need a ticket_rating_updated_event when a ticket rating is modified. This would enable:Accurate CSAT reporting by actual rating date Better tracking of customer feedback pat

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

Description:We are facing an issue where push notifications are not working on Android in our Ionic app. Below are the details of our setup and steps taken:App Setup:We are using Ionic version 7.2.0.The Intercom integration is done using the @capacitor-community/intercom plugin.Intercom and Capacitor Registration:We have registered Intercom with the following keys:androidApiKey: android_sdk-xxxxxandroidAppId: lnp0halaiosApiKey: ios_sdk-xxxxxiosAppId: lnp0halaPush Notification Setup: An APNS push key was created and successfully uploaded to the firebase console APNs Authentication Key sectionIssue:Despite the above setup, push notifications are not working on Android devices.Could you please help us troubleshoot and resolve this issue? Let us know if you need additional details or logs to assist in the investigation.Thank you

Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom.The Ask:Would it be possible to create a data ex

Trying to use intercom URL in iFrame, facing the error which says "ancestor violates the following Content Security Policy directive: "frame-ancestors 'self' " Need a solution to overcome this issue. Kindly help us to resolve this

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

We are currently working on our upcoming release to the Google Play Store, ensuring compatibility with Android 15. As part of this effort, we have recently updated our app to use the latest version of the Intercom SDK (15.9.1).During our testing phase, we encountered an issue specific to devices running Android 15. The problem pertains to the UI when attaching a video or image in the Intercom messenger.The "X" close button overlaps with the status bar, making it difficult to close the attachment preview.This behavior is observed only on Android 15 and seems related to the new edge-to-edge enforcement introduced in this version of Android.Here are the steps to reproduce the issue:1. Open the Intercom messenger in our app.2. Click on the attachment icon and choose Gallery.3. Select an image or video.4. Observe that the close ("X") button overlaps with the status bar, making it difficult to close the preview. You can view a screen shot of the issue here: Intercom UI Issue android 15 on at

The ability to create and assign a task to a chat and have a centralized task dashboard to see and organize tasks.

1- I want away to add context to fin, more of general guidance of how to best reply; stuff like:Your answer has to be no longer than x lines. Avoid using the following terms. Avoid adding resources to the end of the msg.2- Also, my fin is taking to long to answer, how can I fix it? 

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ?I would be very handy for new team members , also for team leads to follow along some cases etc.  Thanks,Julia

I have a CSV list of 5000+ frequently asked sales tax questions and their corresponding answers. I would like intercom to ingest these questions surface the answer to customers. I would also like to be able to update these questions quickly over time as the answer changes. What is the easiest to ingest these into intercom? Should I use something like Confluence instead of CSV? Any advice? 

I’m referencing this documentation: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/updateconversation I’ve created a custom attribute on conversations called original_post_id (see below)And i’ve been successfully able to PUT https://api.intercom.io/conversations/{id} (200 response code) with the intention of updating the conversation with a custom attribute value:Yet the response shows that no custom attribute with original_post_id, which i’d expect to see populated with the value in my PUT request. I only see one custom attribute, which is ‘Copilot used’. Is the latest intercom API docs up to date? or does updating custom attributes on conversations not work yet?  

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

How can I effectively manage and link multiple workflows in Intercom to ensure seamless automation? I’m looking for guidance on organizing interconnected workflows (Read More), setting up triggers between them, and maintaining clarity while avoiding errors. Any best practices or tips for optimizing linked workflows would be greatly appreciated.

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

When creating public articles, you have four components that can help get them discovered:Title Description Body CollectionAI Agent will ingest this content and attempt to provide a best-fit answer based on its knowledge.However, if you want multiple queries to lead to the same article, it seems there isn’t a direct way to accomplish it other than including wording throughout the title, description, and body such that alternative queries may pick up on that language. ExampleSuppose we have an article:Title: How do I add a payment method? Description: Learn how to associate a card with your account.That’s straightforward enough and satisfies a couple ways that queries might go (“add a payment method,” “associate a card with your account”).But, what if I want these other queries to lead to the same article:How can I pay? Where do I go to make sure you can charge me? I received a notice for non-payment. What do I need to do? I’m seeing an error for collecting an invoice balance. How do I

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

I’m having trouble embedding the following code into my Messenger to have like a test. <h1 style="text-align: center;">Intercom Chatbot Test</h1>    <script>        window.intercomSettings = {          api_base: "https://api-iam.intercom.io",          app_id: "dc7kpmmt",        };      </script>      <script>        // We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/dc7kpmmt'        (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/dc7kpmmt';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(document.readyState==='complete'){l();}else if(w.attachEvent){w.attachEvent('onload',l);}else{w.ad

Can we get list of all articles in a collection using the REST API?

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?

Hi everyone,I’m Darshan Hiranandani, I’ve been using the Intercom interface to create notes, and I noticed that I can tag teammates in those notes. However, I’m wondering if it’s possible to do the same when creating notes through the Intercom API.Has anyone had experience with this or know if tagging users is supported when creating notes via the API? Any insights or guidance would be really helpful!Thanks in advance!RegardsDarshan Hiranandani

How do I integrate Intercom with HubSpot CRM to streamline customer data syncing and improve workflow automation? I'm looking for guidance on setting up the integration, syncing contact details (Read More), and using automated tasks to enhance marketing and support efforts. Any tips or best practices would be greatly appreciated!

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work.