Answered

Hi Team,I am Darshan Hiranandani, have two different tickets that address essentially the same issue, and I would like to merge them into one. I’m wondering if the feature to merge tickets has been developed or if it’s planned for future updates.If anyone has insights or updates on this, I’d appreciate your suggestions or ideas on how to handle this situation in the meantime.Thank you!Best,Darshan Hiranandani

Hey there,It appears that for, Google Ads only where we have auto-tagging, our utm_source/campaing & medium are not being filled resulting in null values being very high for conversion source. My theory is that this is because it is hashed into the GCLID.How can we ensure that the correct source and campaigns are being sent to Intercom? Thanks!Sam

I kept getting the following error when trying to reply to a whatsapp message using an admin type with the admin_id retrieved from the admin endpoint {  "type": "error.list",  "request_id": "003ririmu25u6re52260",  "errors": [    {      "code": "not_found",      "message": "User Not Found"    }  ]}

Once a back office ticket is created for a customer, does it then become associated with the users account/details page? Or is the only way to see the back office ticket that was created in intercom, within the original conversation is was created within?  

Hi,I’ve configured a data export to S3 and the historical export has failed but hourly exports are running OK. I've not received any email with a log or something similar showing the error and causes. Why has the export failed? Where can I see the logs in order to know why has failed?

Hi, I understand that start button will send me to the beginning of the workflow. We implemented one WF with multiple reusables, to keep our WF tidy. However when we have a start button in the reusable, it sends the user to the very beginning. This is unfortunate, especially when we have it personalised with message Hi <first name>, so it looks a bit strange that although we already engaged in some conversation we are saying Hi again… is there a way how to set up the “start”? Is there also a way how to start only the reusable and not the entire WF? Thank you.

Hi there, is there any other way to add different labels on the Away tab?  

Hello,I have configured Intercom Webhooks because I wanted to receive notifications about admins replies.I’ve set Endpoint URL and subscribed to “conversation.admin.replied” topic.The endpoint URL is correct and valid, because I received some initial requests (including PING). It also receives a request every time I click “Send a test request” in config page.The problem is that I don’t get any notifications about admin replies. I have logged into Intercom as an admin, I have replied to an user – and nothing happened. There are many users using our Intercom everyday and at least a few times a day one of the admins replies – so I suppose there should be some notifications coming to my webhook. Unfortunately, that’s not the case – it seems like I’m receiving 0 requests from Intercom Webhooks.Can you help? Can you point me what may I be doing wrong?

Hello everyone,I'm working on an Intercom workflow where I aim to create custom buttons that link to specific pages. When a user clicks one of these buttons, it should provide a link that, when clicked, redirects the user to the intended page.Here’s what I have set up so far:Created a custom object called "Chat Links" which is referenced to both People and Conversation attributes. Set up a Custom Action and assigned values to it. Integrated these as buttons into the Custom Data.The issue I'm facing is with the button display logic. When a query is made, 5 buttons are shown. For a subsequent query, another 5 new buttons are shown, totaling 10 buttons (5 new + 5 old). However, there is no guarantee that 5 data items will always be returned from my API call; the number can vary, and sometimes the API may return no data at all. In such cases, the old buttons are still displayed regardless of the query, meaning the values are appended to the list rather than overwritten.Has anyone encounter

Hi! We’re are currently setting up Intercom in our React native + Expo application. Everything regarding push notifications is working. We can receive push notifications on both android and iOS platforms. However, deep link are only working on iOS.  Our intent filter is as follows:const BASE_MW_INTENT = { autoVerify: true, action: "VIEW", category: ["BROWSABLE", "DEFAULT"],};const MW_ANDROID_INTENT_FILTERS = [ // Deep links config. { ...BASE_MW_INTENT, data: [ { scheme: "ourcompany", host: "ourcompany.site.nl", }, ], }, // Universal links config. { ...BASE_MW_INTENT, data: UNIVERSAL_LINKS_DATA, },]; And our deep link is as follows:ourcompany://ourcompany.site.nl/mijn/account/abonnementThis again works on iOS, but not on android. The following also do not work:ourcompany://ourcompany.nl/mijn/account/abonnementhttps://ourcompany.nl/mijn/account/abonnementWhich are all valid urls for our app. Launching any of these via the abd CLI does work,

I have a data attribute (csm_email) coming in from Salesforce to Company Data. That data needs to appear in the User (People) data also for NPS survey reasons. Is there a way to get a Company Detail attribute to sync to a People Data attribute field? I tried using Qualification Data for this but I think that can only happen if the Agent manually edits Qualification Data and I want this to be automatic. Thank you.

As the title says, I’m having issues trying to figure this one out. I wanted to prompt any visitors on my website for the first time and let Intercom pop out the survey questions whenever they do so. I was able to make a survey and even “preview” it on my website but when I set it to live, test it out on an incognito browser or an entirely new browser, it doesn’t come up. I’m not sure if it has something to do with my current audience setting but I really need help on this one. Kindly see the attached screenshots on what I currently have. Thank you!  

Hello,This is a question I’ve had for quite some time, but is there anything that can be done to create custom data objects (not attributes) in Intercom that go beyond Contacts and Companies? In our case we’ve been sending the data to People and Companies for quite some time, but the data structure has always been an issue, as we needed to attribute the data to either a person or a company, which means that we cannot cover all customer data as in our business customers can have, for example, multiple licenses with multiple users within the same team 😁 In the perfect world, it would be great to have a flexible CRM-like data structure, where I can just go ahead and create a custom data object that I can attribute to a user. I know that we can use Custom objects withs Custom actions, but I’d much rather like to have the data at hand that I could use for outbound message targeting.  What are your best practices to overcome this challenge?  

Hello! My team closes a conversation after they reply, even if we may hear back from the customer. This sets up a workflow so that in 30 minutes the CSAT survey goes out. If the customer replies, or if we reopen to reply to them with an update, it stops the workflow.Is there a way to then reset the workflow so it would proceed again?

This is not really a messenger-related question, but I'm really frustrated.  What's everyone's experience with the Intercom Customer Support team in terms of responsiveness? I consistently have a really bad one. Most of my tickets take around 24 hours to receive the first response. When I chatted with their Account rep/CSM, I was told that 24 hours is "expected" - which I think is really ridiculous. I would expect something a bit shorter like 4 hours or 8 hours. This basically means that I don't even get timely answers to urgent questions.  The Account rep/CSM told me about the "Premium" support option - which also seems VERY expensive and something that I feel like most vendors offers at a way lesser cost. Additionally, if there is a product bug, they refuse to keep the ticket open even if I ask them to since they have no ETA. There doesn't seem to be a way to escalate a product bug as well.  What's everyone's experience and how have you

Hi, I need some help with my workflows on my Intercom account.I am trying to organize a workflow wherein if a customer replies to my message to them after an inquiry, it should automatically be assigned to a Team/Folder.So far, I have successfully organized the other by creating a "When a teammate changes ticket state" and inside assigning it to the appropriate Team/Folder.However, I noticed that if a customer replied to a ticket, it is stuck on one of the Teams and I want to change that. Please, help. I've tried everything that I know of but can't seem to make it work. Thanks!

Turning off the silly names: Hi guys is there anyway to turn OFF the silly random names Intercom assigns to unknown users? I just have bad visions of our staff calling a customer "Mr Suitcase" etc etc.....by mistake.

Hi Team,I’m working on a project where we need to automatically add a note whenever a customer starts a conversation. The note should include a URL that is based on the conversation ID. For example, if a customer starts conversation 1234, the note should contain a link like example.com/whatever/1234.Currently, it seems that the workflow's “Add a Note” action does not support directly referencing the conversation ID using {{conversation.id}}.Here’s what I’m considering:Custom Action: Creating a custom action that POSTs the conversation ID to an API endpoint, which then responds with the ID. We could store this ID as a custom attribute and use it in the note. Alternative Methods: Exploring other possible solutions to include the conversation ID directly in the note without complex workarounds.Could you provide suggestions on:How to best implement this functionality within the current workflow capabilities? If there’s a simpler or more efficient method to reference the conversation ID in

Hello 👋  I’d like to get some info about how can I create a report where I can see how many tickets are created by specific agents. Thank you in advance for your help. 

Hello!We are using push notifications with Intercom to notify users of important events in our app.We’d like to know if Intercom supports silent push notifications for iOS & Android i.e. push notifications that we send to our apps that do not display any alerts/sounds, but are just used from our apps, to do actions such as reloading UI elements.Thank you.

Is there a way to “reset” an article’s reaction? For example, if an article received 75% ☹️ (frown face), we’d like to be able to reset it back to zero once an article is updated. That also includes the ability for someone who downvoted it previously to have an opportunity to re-rate the article. 

We are using surveys to collect user feedback - is there a way to receive an email notification or send responses to Slack when new responses are submitted by users?  (we have a low volume of responses and are missing customer's reaching out) Thanks

Is it possible to add a copy action to a text area in an inbox app using canvas kit?

We use Intercom in one of our apps to allow users to contact our Operations team. We currently have an issue where users open multiple conversations with the Operations team and the Operations team then need to try and follow multiple threads in order to resolve issues. This adds extra work for the operations team and delays the resolution of issues. Is there a way of limiting the number of conversations a single user can have open at one time to one?

Hi Team, I have invited by the owner. So can I view list my teammate including their emails? Best regards,Manh