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Any word on when you'll support Catalyst apps on macOS? We've been using Intercom on our mobile app, and would love to use Carousels in the Mac App as well.

Hello, I am an Android Kotlin developer, and I am using your SDK's automatic survey feature, which is triggered by an event. Everything is working fine when I test it in my environment because minify and shrink are disabled. However, when I generate a release version where this scenario changes (minify and shrink are enabled), the survey stops working.I am using the ProGuard configuration provided in your GitHub documentation, as well as the ProGuards for OkHttp, Okio, and Retrofit (these last ones have been working in production for a long time in the code, it's not something recent, only Intercom is). Could you please assist me with this issue?Intercom SDK: 15.1.0 (Without push messaging)Compile SDK: 33Min SDK: 21Target SDK: 33Our logging is not throwing any type of errors.

Our user/agents first & last names are displayed for all customer interactions. Is there a way to change settings so that when customers interact with agents, they don't see "Joe Smith". Rather they just see "Joe" or "Mr. Smith"?

For years now I have tried to segment users with csv uploads. I find that often users wont surface in the upload that are on the list and in intercom. For example, my csv might include just emails of 63 users with finance permissions, then only 23 surface (when only 4 were dups and the rest are legitimate contacts in intercom). Any tips why some wont surface in the upload?

Hello, I’m looking for an Intercom specialist to help fully maximize the usage of Intercom. 

We're a pretty small support team here at Tiller and we're thinking about how best to increase our efficiency in 2023. I'll share some context, but am really looking for insight into how others are doing this / set up to see if that inspires us to change some aspects of our process.  We have our inbox organized into about 5 teams, that are sort of specific to product area. E.g. billing team, bank data feeds team, workflows/tools/templates team and so on. We have about ~400 new conversations a week. Our average hours to close a conversation (not including those escalated to one of our vendors that generally will take much longer) is about 25 hours. We don't offer live chat and our average first response time is about 2 hours.  To help us set goals and boundaries on expected workload each day we have " catch up thresholds" - each team has a specific threshold based on the urgency/type of issue. Bank data feeds issues are our highest priority and during our high

Our software company supports 3 different Products. We have a custom bot to initially ask what Product the customer is querying about that day, and then it kicks into resolution bot to try and provide answers before being passed to a human. The problem is, resolution bot doesn't know what they answered in the initial chat flow, so it can't customise. I can't see how to customise which answers are shown without asking which product they're querying about every time. I can't set up multiple resolution bots (which would be the most ideal in my brain). How do other companies do this? Can I get some ideas on how you try and automate basic customer support through intercom bots when you have multiple products you're supporting?

In our intercom test environment we have the same custom attribute “x” on both people and companies to allow us to segment our customers/companies. When i try to create the same in our production env i am able to create the attribute in people, but when i try to create it also for companies i get an error “you can not create the atrribute “x” on companies since this already exists in people? 

Is there any plan to support RTL in outbound Email templates (and outbound emails in general)?I tried using the RTL tag in HTML but it does not apply/save.

Hi there,I’ve created a webhook handling conversation.user.created and conversation.user.replied events. I’m using automation where the first step in the communication is the list of buttons, but also customer can send the message (instead of clicking one of buttons). Basically, I need to recognise in the webhook request, that the button was clicked OR the text was written by the customer. After a close inspection of the request data, both cases are identical. Interesting fact is that, as I’m using “Unstable” version of API, when the buttons are used deeper in the workflow, webhook request contains value in conversation_parts?.conversation_parts[0].metadata?.quick_reply_option_uuid when button is used, so I’m able to detect the click action. But for the first appearance of buttons in the workflow (on the first step) - metadata is not even present. Thanks and regards,Milan

I'm exploring ways to improve customer support on Intercom, and I came across Speakatoo's text-to-speech (TTS) API. Has anyone integrated a TTS service like Speakatoo into their Intercom workflows? I'm particularly interested in using it to convert text-based responses into audio for customers who may prefer listening to solutions rather than reading them. Could this enhance the accessibility and user experience of support interactions? What challenges or best practices should I consider when integrating text-to-speech within a customer support platform like Intercom?

I’ve been struggling to get Tickets setup in a way that works for usOur engineers use Jira for all bugs, issues etcWe previously used Conversations for all issues and a ‘Tier 2’ inbox, have been trialling using Tickets however coming up with a few roadblocksWhen converting to Customer Ticket for a bug, then discovering that a different user has the same issue we quickly double up on work as the ticket needs to be created again as a Tracker Ticket, this then creates a new Jira issueWould creating all tickets as Tracker Tickets be better here? Also, we’re struggling to post the IntercomURL to the Jira Issue, so Engineers can refer back to the conversations when working on the issue as ID or URL isn’t exposed in Automations, is there a workaround for this?We’re having to paste the URL into a text field when we create the ticketThe basic Jira for Tickets has this however when you want to use custom flows it’s not possible it looks like

Hello, I’m Julio Herrera from Via Dei Vellutini, Italia. I’m looking for a method to retrieve hidden recipient email addresses from a sent email when they aren’t visible in my email client’s sent folder. What are the best ways to access this information, and how can I ensure that the process complies with privacy and data protection regulations?

Hi, Currently building an integration that allows courses to be embedded into Intercom. All this is working fine however when selecting a course, given there can be many, I thought it would be best to kick the user out to a sheet with a custom UI.Does a `sheet` action actually work within a canvas from a Configure flow response though? I can see the components rendering out properly but when I interact with them they don’t seem to trigger anything, not even any network activity.

Hello guys. We reach out to our users via email support as of the moment and would like to collect the reason behind the CSAT rating they are giving us. The collect data feature in workflow does not support email as a channel. Do you have any suggestions on how else we can get data from users?Thanks!

Hi all, I’m trying to solve for a use case where conversations will be routed to other Teams should there be no one available on the desired team. To illustrate: A conversation is opened and should be routed to Team A as per the user’s qualification. However, there is no one available on Team A, but there is an agent available on Team B and thus the conversation is routed to Team B instead. I’m aware that Balanced assignment supports a Primary & Secondary inbox, however this doesn’t work for us in this exact case due to our volume. We aren’t currently in a place where we’d like to limit the amount of conversations an agent may have concurrently, but we do like the balanced distribution of conversations the Balanced inbox provides. Given that we aren’t limiting the amount of conversations an agent can have (and our queues are always at 0), my thinking is that conversations will start to get routed to the Secondary skills at the wrong times and end up causing more bad than good. Has

Hi! Can anyone help me know where to find all the recipients’ info in an email on Intercom?I don’t see any feature that allows to show the full version where you get to see who the messagewas sent to and other details such as who was CC’d, etc Thank you!  

Hello, the Compose version of my Android project is “1.4.1” and the intercom sdk version is “15.10.2”.The issue I am having is that the app crashes when I select an image from the user’s gallery. 

Hi all, how do I go about updating the social media link(s) at the bottom of the emails we send to customers in campaigns via Proactive Support? At the moment there’s only a link to our Twitter at the bottom of our outbound emails (see pic below), and I want to update it to our LinkedIn account - however there doesn’t seem to be an option to change this anywhere in either the email template or in the account settings. Any help would be appreciated! 

I’m experiencing issues with sending emails through Intercom. I tried creating a new email to confirm order details with a customer, but the email wouldn’t send. In other cases, the email does send, but the customer doesn't receive it, not even in their spam folder. Is there a way to resolve this issue? (Please note: this is for a new email I'm creating to send to the customer, not a reply to their email). Additionally, I have another question: if my WhatsApp number changes, can I manually remove the old number and add the new one in Intercom?Thank you for your assistance.

Is there a way to create a webhook to fire whenever someone mentions another (specific) team member ?My end goal is to receive a direct message in my Slack whenever someone mentions me in IntercomThanks!

Hi 👋🏼 We’re looking at updating some of our T&Cs and would like to use in-app messaging instead of an email to collect consent from our users. Has anyone done a similar project before and how did you execute it? 👀We’d want to target the messages only to admin users, track their consent status (with a time stamp) and be able to export a list of users (who have / haven’t given consent, have / haven’t received the message etc.).Thanks in advance for anyone who might be able to help here 🌸

We have a custom user attribute "sub_expires" of the type "Date". We would like to target all users whose sub_expires falls within the next 24 hours to send a reminder. However, none of the date filters seem to do what we want. Translating our need to a relative date would be "(sub_expires in) less than 1 day", but the relative filter is "days ago". So we target "less than -1 days ago", but this segment is returning everyone with the property. If we target "exactly 0 days ago", it returns everyone who expired today.If we target "exactly -1 days ago", it still returns everyone who expired today (we would expect this to return zero as the negative is "exactly tomorrow").If we target "less than -1 days ago" we get people expiring in 2025. Are negative filters not allowed? Is there an issue with our data type? Am I interpreting these filters incorrectly? Any help would be greatly appreciated!

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

Hello! I'm seeking someone experienced with setting up Intercom for customer support. If you have expertise in configuring Intercom for efficient customer service operations, please reach out. We're eager to streamline our support processes and would appreciate your help. Thanks!