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We are B2B so it's really challenging to set appropriate wait times without being able to do business days only. Does anyone have any rules of thumb or ways to calculate so that timing makes sense?

When I analyzed my NPS form for the month of June, I noticed that the value shown on your dashboard is 544 "Number of responses", but when I export the exel the "combined" file only shows 478 responses.That's 66 fewer responses.How can this happen?

Hello, I am trying to display reply button on conversation when an external event occurs.I am not able to find a workaround or adopt an existing trigger that will be able to target a specific conversation (multiple conversation can be opened with the same user at the same time)my business cases is to trigger a workflow when an API call triggered. The closest solution ‘How to open workflow whit api service utilizes events that are not conversation specific.Is there an alternative?  

Hi, where can we get a consultant/help to optimize our Help Center?

Is there any way to insert articles into messages using the api or sdk?

Hello dear Support Team,after updating the Intercom SDK to version 15.2.0 our app crashing with the next Stacktrace: This happens when our own push notification will be consumed and the application will be send in background. After resuming the app from “recent apps” the crash happens. This behavior is noticed on different android versions from 11 to 14, and with Intercom SDK Versions 15.+, the same happens with 15.5.0.Thanks in advance for support!

Can someone help me?  I appreciate any help I can get.  Thank you,CyrilHere’s a my detailed script that i would like to use to set up the chatbot:Greeting Message:Bot: "Hi! Welcome to Canyaoha Realtor. How can I help you today?" Options: "I'm looking to buy a home" "I'm looking to sell my home" "I have a question" Option 1: Looking to Buy a Home:Bot: "Fantastic! What type of property are you interested in?" Options: "Single-family home" "Condo/Townhouse" "Other" Bot: "Please provide your name and email so I can send you a list of available properties." Capture: Name, Email, Property Type Bot: "Thank you! I'll send you the information shortly. Is there anything else I can help you with?" Options: "Yes" "No" Option 2: Looking to Sell a Home:Bot: "Great! I can help you sell your home quickly and at the best price. Can you provide some details about your property?" Capture: Property Address, Name, Email Bot: "Thanks! I'll reach out to you soon with more information. I

Hi there, I’m wondering if there is a possibility to create a workflow that will achieve the following? When a conversation is “ assumed resolved” by fin AI - get it re-opened and assign it to an inbox for a human follow-up. By having a human follow-up, I’d like to ensure the answer provided by Fin is what the user was looking for, and I believe it adds a touch to the user experience. It would be even more beneficial when a negative CSAT rating has been provided to the bot by the user. 

Is it possible to publish our knowledge based articles into a subdirectory of our website?I understand it is simple to have a subdomain pointing to our Intercom knowledge base.If we were able to have our articles in a subdirectory, it would help with long tail SEO.Our website uses NextJS.We would need a way for the article title to be the page title, so an iframe might not work.

Hello,I’m looking for any possible ways we might be able to create a Hubspot Ticket from within Intercom.Our use case is this: our Support Team directly supports our customers via chat and email in Intercom. If an issue is identified that requires Engineering help, we create a Ticket in Hubspot for Engineering to pick up.I’m looking for solution so that our Support Reps don’t have to keep a tab open in Hubspot to manually create tickets.Any possible ways to do this?

Hey Intercom Community! I am looking to create a slack automated workflow for any time a new conversation is assigned to a team inbox. Ideally, this slack notification only fires for conversations that are manually re-assigned from one team to other. If the only way to accomplish that is for all conversations, please let me know. I tested this out with the ‘Teammate changes the conversation state’ workflow but this did not work since the conversation status remains ‘open’ during the time the conversation is assigned from 1 team to another. Is it possible to create a slack notification any time a tag is applied to a conversation? we could also use that, but didn’t see how I could set that up.Any recommendations would be appreciated here, thanks and let me know if there are any questions!

Our mobile development team has identified a significant memory leak in the latest iOS Intercom SDK 17.1.2. This is causing app crashes for many users.Observations: Memory Usage: Before integrating Intercom, our app uses ~50MB of RAM. After integration, RAM usage exceeds 200MB, primarily allocated by the SDK.  Maybe this post can be relevant:    Performance Issues: The app experiences periodic CPU and IO spikes, leading to further slowdowns. iOS may terminate the app if CPU usage exceeds 50% for over 180 seconds. A way to cause a Crash: Interrupting an image upload, retrying, and repeating reliably crashes the SDK. Memory Profiling Suggestion: The SDK significantly increases RAM usage with chat usage, especially with image handling. Profiling suggests the decodedImageUsingGraphicsImageRendererRefWithCGImageRef function consumes substantial memory. Photo handling: The SDK renders images poorly, seemingly sending them at their full file size without any optimization. This is a ma

When an article is opened in the Messenger and there is an inline banner at the top of the browser, the banner partially hides the article title (see attached image). How can I stop this from happening? ing?

I've noticed that there are ready-made alternative icons for you to add to your article collections. We would like to to add our own branded icons, is that possible?

Hey Everyone,I have a question. We have a few customers that CC everyone humanly possible when they submit an inquiry. They add our support email, several of our employees, several of their employees, sometimes even a kitchen sink (with an email address). Due to this when we reply its chaos. We are currently manually removing the cc’d emails but the communication is very frequent (dozens of times a day). Is there a workflow we can create that IF an email comes from say BOB and his 37 cc’d friends, we can remove those 37 friends automatically before we reply to the inquiry?

A majority of our users have their app in dark mode, and the native help center feels out of place when opened.

Is there an easy way to get a custom report of conversations with linked tickets? The data export for conversations does not include any columns on tickets like ticket ID, etc., and the data export for tickets does not include a linked conversation ID column. 

Our product is an interactive design tool and I want to find a way to create a Product Tour where users can interact with our app then click Next to advance rather than the default behavior where they can’t do anything except click Next.Using the Click on Element method to advance doesn’t work because our elements require multiple clicks to complete the interaction (e.g. dragging and dropping)I’m considering building a daisy chain of product tours where one tour ends, there is a button in a banner to go to the next one, and then the next tour begins. This seems overly complex though so I’d love to know if anyone has a simpler solution. 

Is it possible to change the number of characters available in the Help Center Footer?There seems to be a hard limit that is not allowing us to add our standard footer to the help centre

Hi everyone, I'm facing a critical issue with QuickBooks. Despite having an active internet connection and attempting manual updates, the payroll tax table isn't updating. This problem is crucial for our payroll accuracy and compliance. I urgently need your help to troubleshoot and resolve this issue. Any suggestions on forcing updates or fixing connectivity problems with QuickBooks would be greatly appreciated.

i want to report a bug to u directly cause bugcrowd support didnt accpet it my email is mbougherara97@gmail.com

Hi,Our app uses a static analysis tool called Veracode to analyze the source code and all third-party libraries for both Android and iOS apps.Veracode has detected 9 high-level security issues in the Android version of the Intercom SDK.The following issue was identified by Veracode in 9 places: Issue Description:This call contains a path manipulation flaw. The argument to the function is a filename constructed using untrusted input. If an attacker is allowed to specify all or part of the filename, it may be possible to gain unauthorized access to files on the server, including those outside the webroot, that would be normally be inaccessible to end users. The level of exposure depends on the effectiveness of input validation routines, if any.Recommendations:Validate all untrusted input to ensure that it conforms to the expected format, using centralized data validation routines when possible. When using black lists, be sure that the sanitizing routine performs a sufficient number of it

Hi team,I’m Darshan Hiranandani, looking to enhance our efficiency in responding to initial chat inquiries. What strategies or tools have you found effective in improving response times and customer satisfaction in this area? Your insights would be greatly appreciated! RegardsDarshan Hiranandani

Hello , I’d like to ask if i can integrate my own chatbot into intercom so i can assign some conversations to be answered by my bot

I’m currently integrating the intercom messenger widget in a SPA written with React (tsx files).The application is currently executing window.intercom(“boot”, window.intercomSettings) whenever url changes.Is there some clever way to check if the messenger widget is already booted as I don’t want to reboot the intercom widget every time a user navigates around in my application but instead call window.intercom(“update”, window.intercomSettings).