Answered

I am on my way creating my first mail template and want to use the tiny avatar image at the bottom of the mail showing the profile picture from sender. I saw this in the default mail template "Personal" – but could not find a variable or similar to implement this into my custom mail template. Please help :)

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

Hello! I’m wondering what solutions small teams (3 intercom users) for secure, large file transfer?  Intercom seems limited to 100mb and we occasionally need to transfer larger files with customers.  Our work around is using Google Drive and manually creating and sharing a folder with customers, but this is inconvenient and many customers have trouble accessing the Google drive link. We looked at SendSafely but it’s extremely expensive requiring 15 users minimum. What solutions are you using for larger than 100mb file transfers inside of Intercom? Thank you!

Good morning everyone how are you? I see that in our conversation that you have a Linear optionCan someone help me if I can create Linear tickets in app, and if so, how? Thank you! 

Good day. Could you please advise how to download conversations by filtering them based on workspaces, views, agent, tags, and closed status? I tried filtering by workspaces and views, but I couldn't find how to do it.

Dear Intercom Support Team,I hope this email finds you well.We currently use Intercom to manage our customer interactions, and I’m reaching out regarding a feature that could streamline our process. Specifically, we need to create a list of over 250 station names in the "Settings > Data > Conversations" section of Intercom for managing our tickets.Manually entering each station name is quite time-consuming. Is there a way to bulk upload or automatically generate this list directly within Intercom? If so, could you please provide guidance or documentation on how to implement this?This capability would significantly enhance our efficiency. Thank you in advance for your assistance, and please let me know if you require additional details to address this request.Looking forward to hearing from you.Best regards,Jorge from Equip Sport

While I’m typing Japanese text with IME (Input Method Editor)  If I hit enter here, I expect it to finalize the Japanese text with IME BUT not sent it as a chat message yet. But this widget sent the unfinished text any way.

When entering Japanese text with an IME, pressing the Enter key mistakenly sends the incomplete text to chat. If I press Enter here, I anticipate finalizing the Japanese text with the IME, but not sending it as a chat message yet. However, this widget still sends the unfinished text anyway.

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some styles are stripped out, as a result clients can't see the HTML formatted correctly when the email is opened, Do you know why this could be? I'm seeing that css styles are removed and even using inline styles would not work, does intercom support styles in the email conversations api at all?

Hello, I tried to use react-use-intercom in my nextjs project, everything works fine on desktop, safari but the chat hides on other browsers when using mobile devices. Please help me fix the issue. Thanks!

There are inactive customer workflows but apparently when you send a message (ie. asking for the customer to reply), these will only send in the messenger. Shouldn’t they also send via email if the customer hasn’t seen the update in the messenger after 3 minutes? I’m not understanding why that’s not happening as it should be the same as any other message sent by a teammate.

When trying to use intercom cordova plugin v14 with our iOS setup, and even after upgrading iOS to latest, the intercom plugin doesn't get detected, neither in the window.cordova or window objects. Intercom v14 + cordova-ios ^7.1.0 => FailureIntercom v14 + cordova-ios ^7.1.1 => FailureIntercom v13 + cordova-ios ^7.1.0 => SuccessIntercom v13 + cordova-ios ^7.1.1 => SuccessBut Intercom v13 has an error with Xcode cloud buildThe following URL schemes found in your app are not in the correct format: [OTHER_APP_SCHEMES_PLACEHOLDER, fb1477142632599929FACEBOOK_URL_SCHEME_SUFFIX_PLACEHOLDER]. URL schemes need to begin with an alphabetic character, and be comprised of alphanumeric characters, the period, the hyphen or the plus sign only. Please see RFC1738 for more detail. If anybody has an idea about the solution for this, it would be appreciated.Thank you

Is there any setting where customers will see the name of an agent, but internally within our organization, we will be able to see the original name?

Hi all - I’m curious to know if Fin’s pricing is in line with the expectations that everyone had. Our thoughts are the following:$1.90 per resolution is only slightly better than we achieve with current support stack (custom bots > offshore support > onshore support) The fact that pricing doesn’t scale with volume doesn’t seem aligned with growth and increased adoption of the product.Curious to know what others think, thanks!

Hi, I am using vimeo to embed videos within my articles and am having issues with implementing domain level video restrictions. We need domain restriction on all our videos to prevent them from being accessed by users that aren't logged in.  When viewing articles on the standalone help pages, the embed solution works fine, but if a user views a video from within the messenger, they get an error saying the video can't be played because of privacy settings. Both the help pages and messenger are used on the same domain. Has anyone found a way to use domain restriction successfully?

Description:We are facing an issue where push notifications are not working on iOS 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 iOS push key was created and successfully uploaded to the "Set Up Push Notifications" section in Intercom.Issue:Despite the above setup, push notifications are not working on iOS devices. We can make sure the correct permissions are set and when app launching it asks for the specific access.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 8:39

I am currently handling one of my client's projects where I have to engage with the audience and customers of 3 different cities in the USA. It is more commonly about medical consultations, So I am looking for a platform where I can engage my client’s customers according to their location and plan their consultations according to customers’ location.Should I go for it or not? Will I be able to engage customers according to their locations? Is there any plan of Intercom that can sound beneficial for this specific business?

When a user starts a chat and wants the status of a certain operation, is it possible based on his user_id, retrieve the last 10 operations he made in form of buttons and ask him to select which one he mentions, and based on the decision, to give an automated reply based on the information in BO? 

Good morning everyone, new user hereLong story short, my company is getting a good inflow of users and we want to treat them in a timely manner. In the case that does not happen, we want to route applications taking longer than usual to be routed to a priority qIn practice we would have. Onboarding (applications that are waiting 24 to 48h to be reviewed). Onboarding + (applications waiting more than 48h to be reviewed)ChallengeWhen users create a new conversation in Messenger and theyclick on button “Application pending”Question asked - “When did you signed up”Based on the date they have said, they are routed to one of the qs above?This could also be applicable questions like “are you using x or y” etc Appreciate the tips

Can someone give an use case to when to use ‘Save reply value to attribute’? 

hi expert team,i recenty use my iphone mobile phone but non idia how can integrat my mobile api?

I want to create an article and upload an image on it with API but I don’t know how.I can create an article with title and main text so far.I think Intercom has hosting service and can store attachments and upload from it, but it looks like there is no such service.How can I upload image or attachment with Rest API?If you have an idea, please tell me.

Hi Everyone,  My team and I are having a hard time adapting to Tickets but we want it to work as tracking our conversations that require engineering/technical assistance is quite difficult! Does anyone have any best practices or tips on how they are currently managing back office tickets when working with other teams?  Here’s an example: Our support team may get an issue that requires us to get assistance from our engineering team. Currently we create a back office ticket, fill out all the necessary fields that our engineering team needs and assigns the ticket to the engineering queue.  When the engineering team needs more information, they’d prefer not to keep the ticket in their queue so they send it back to support, essentially leaving us with double the amount of tickets till we get the information from our clients to send it back to the engineering queue.  Appreciate any insight! 

I configured IOS for intercom correctly with APNS Key but still i didn't receive any notification, if the agent send a message to my iphone

Hello,We’re working on integrating Intercom into our application and need help with the following use case:GoalWe want users to initiate a conversation in our application, which would then be automatically sent with a message generated by our app (not written by the user). This message would include essential details, such as information about an error the user encountered. Additionally, we want the conversation to be directly routed to a specific inbox in Intercom.ContextBackend Solution (avoided): While we could handle this via the backend by creating the conversation and using tags or keywords with an Intercom workflow to route it, we want to avoid a server-side implementation. Preferred Solution: The conversation should be initiated by the user but automatically sent with a pre-filled message from the app on the client side, and routed to the correct inbox.QuestionDoes Intercom provide an API or client-side solution to:Allow users to initiate a conversation that’s automatically sen