Answered

Why isn't there a way to embed an inframe in the help center? This seems like a must-have!

Our help center content often tells customers to contact support directly. However, when customers are writing in, Fin is pulling in that recommendation even though they are already in contact with Support. It is a bit redundant since they are already contacting support. Any recommendations on how to handle this? Can we block Fin from stating that at all? 

HiI was wondering if anyone has stumbled upon the issue with tickets having a requirement for input, like thisbut when they are not filled in, the conversation still gets closed because we use “disable customer reply” and turned off duplicate conversations. Is there any way to define the state of a ticket so you can design a workflow to send a message to the customer: “Hey, you don’t seem to have filled in your details, do you need help with anything? when they input is required but they have not typed in anything?I know the function “collect customer” reply in the workflow can be used for replies, but not for tickets that are not filled in by the customer. Is there any way to track this and nudge the customer based on it?I am grateful for any tips or help!​

Hi!We’ve been having issues with our Salesforce Integration and FIN. We have our integration set up where FIN creates cases in Salesforce for each conversation, but that’s not happening anymore. We have already checked to make sure the mapping is correct and the conversations are with customers, not leads, nothing is working.

Hi,  So, we have a case where virtual servers can mean different things to different customers. A customer can ask how do I back up virtual machines, and Fin suggests an answer on how to do it for Nutanix while the customer is using our solution for VMware. Is there a way we can feed customer data into a Fin workflow so that Fin can guess the intent of the question and provide a more accurate answer?

We need to automatically generate reports with comments for agents or admins, but the Intercom Excel report files do not contain the roles.Could you send us Excel files with the role information for each user?

How can I sort companies alphabetically by name? I want to identify duplicate companies, but I can’t sort them by name.  

Hello,I'm trying to setup inbox app to add canvas content with inbound email details for replies from 3rd party service (we need from name / reply to address as it's always forwarded from the same email and appear as conversation under same contact)  It's visible via "raw email" in web UI(in this case forwarded@email.com is always the same and we need to get Alex and alex@email.com) But looks like API has no access to those fields (it only shows subject/body and author email, which is always the same)  Is there a way to access those fields via API?Thanks

I’m using the latest version of the sdk. Here’s the crash output:java.lang.IncompatibleClassChangeError: Class 'android.content.res.XmlBlock$Parser' does not implement interface 'hk.a' in call to 'int hk.a.next()' (declaration of 'h1.a' appears in base.apk) at h1.a.a(SourceFile:6) at u1.e.c(SourceFile:66) at u1.e.d(SourceFile:113) at io.intercom.android.sdk.m5.components.HomeItemKt.HomeItem(SourceFile:112) at io.intercom.android.sdk.m5.home.ui.components.SpacesCardKt$SpacesCard$1.invoke(SourceFile:50) at io.intercom.android.sdk.m5.home.ui.components.SpacesCardKt$SpacesCard$1.invoke(SourceFile:1) at t0.b.e(SourceFile:50) at t0.b.invoke(SourceFile:1) at g0.b2$a.invoke(SourceFile:40) at g0.b2$a.invoke(SourceFile:1) at t0.b.e(SourceFile:50) at t0.b.invoke(SourceFile:1) at m0.v.a(SourceFile:41) at g0.b2.a(SourceFile:466) at g0.j.a(SourceFile:146) at io.intercom.android.sdk.m5.home.ui.components.S

Hi there, We're in the process of setting up company data on Salesforce to sync with Intercom so we can target specific customers using fields such as 'subscription expiry date'. I'm then unsure how we would target just the main contact of that company to send the comms to? We can have many users of our platform within 1 company. There is a field in Salesforce which has the main contact details on within the company record. Can I link via there?

Hi! Is there anyone else that finds the ‘User Notes’ or ‘Lead Notes’ too plain? We would love to leverage this feature, but it lacks any formatting options, hypertext links, etc. We don't use any CRM outside of Intercom and consider this feature very limited.Would you find it useful if the feature was more advanced? 

In this example (Excel report), the comment 'Simplicity' comes from a user Fábio with ID '4740'. However, in Intercom, we have a different username and domain with the same ID. Yesterday, during the review of the May comments, we noticed 4 cases with this issue. Can you fix the problem or provide me with a correct Excel report?

Hello, since we are using our own notifications implementation using AWS amplify, we currently rely on the webhook to send Intercom notifications for our users. To send a push notification when creating a new chat message trough Proactive support we listen for the 'content_stat.chat' topic and stat_type: 'receipt'. However, for some users this event is only sent when they open the app, for other users (so far I could only make it work for one at a time) this event is sent even when they have the app on the background (which is the behavior I want). What is the behavior of this event, and how can I make it work for multiple users at the same time? I don’t want them to have the app open for this notification to arrive.If listening for this event is not a reliable way of sending push notifications when chat messages are sent, is there any alternative way of making Intercom Notifications work alongside amplify notifications?

We would like to end the product tour with a step pointing to the chatbot. Is there a way to do that?

Hello, I am not sure if I’m missing something but I encountered a bizzare behaviour using Intercom classes when trying to login an Identified user. Preface: I’m using Qt for Android and integrating Intercom purely on the Android side. In my login function, I get passed user attributes from downstream. These include base attributes as well as additional custom attributes. In the end I end up with something like.UserAttributes userAttributes = builder.build();Log.i(TAG, "Intercom login userattributes: " + userAttributes.toString()); Which prints out: I MyIntercom: Intercom login userattributes: UserAttributes{attributes={name=Last, First, email=email@provider.com, userId=001abc}, customAttributes={attr1=value1}, companies=[]} Then I tried to create a Registration class to perform login as:Registration registration = Registration.create().withUserAttributes(userAttributes); But this registration class does not have email nor userId populated? I already called the withEmail() and withUserI

I’d like to be able to assign a certain collection of Snippets to only be offered for specific audiences/those with specific user tags, much like we are able to set view rules for Help Center articles.  Is this possible for Snippets, or in the works?

I’m also interested in fetching other report metrics (Median response time, New Conversations) from my account to my app and I’m confused about the API Reporting Docs. I’m attempting to use the Node SDK. I’m not sure if I’m structuring the query correctly or using the proper conversations methods, but I’m getting an undefined in my console. The env variables are properly being read, I’ve tested them in my console. In the code below, I’m trying to get conversation rating from the past 7 days. import { Client, Operators } from "intercom-client";import * as dotenv from "dotenv";dotenv.config();const client = new Client({tokenAuth: { token: `${process.env.ACCESS_TOKEN}` },});client.useRequestOpts({baseURL: ‘https://api.eu.intercom.ioconversations’,});// Get today's dateconst today = new Date();// Calculate the date 7 days agoconst sevenDaysAgo = new Date(today.getTime() - 7 * 24 * 60 * 60 * 1000);// Convert the date to a Unix timestamp (in seconds)const sevenDaysAgoTimestamp = Math.floor(s

When I’m creating a numbered or bullet list, I sometimes need to add a callout in-line. I have tried Shift + Enter, but the callout button is disabled.I have also pressed enter to “exit” the list. I can insert a callout here, but it treats the list as a new one and starts over at 1. instead of continuing the previous numbers.How can I add a callout to a list and still continue the list?

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

Hi All, I want to create a survey that can be sent out through an email campaign, or through the chat function and for that data to be linked back to the account details. When using a sharable link, the survey data is anonymous, and with the context of my survey it makes the data we receive pointless.  Any help would be great. 

I tried to import external content in the Fin AI Agent--Overview interface, but it has not been completed since yesterday, and the prompt "Importing content, please wait..."The URL provided is the top-level domain The URL is public 

Hello, please could someone point me towards the exact provisions in your contract/service agreement which ensures UK personal data can be transferred outside of the UK in accordance with the UK GDPR. I understand that data centre can be changed from US to EU with some manual efforts.Many thanks 

When closing a ticket, there is a new box that says ‘leave ticket in’. What does this mean?  

I have a custom action that calls my api then stores that response in a custom object. It takes an id, and returns a json with a bunch of values I want to display as buttons. When I do this, I am getting more buttons than objects returned by the api, which I would guess come from previously created custom object instances. How can I make it so that the only buttons created are the ones from the associated custom action? I also have access to an id field that I could filter by, although I haven’t found a way to do so yet.

HelloWe are currently working on making our website accessible and defining it according to WCAG standards, we are aiming for the AA standard.We use Intercom on our website and only the Fin chatbot function. We have the following problem there.The screen readers read out ‘Open Intercom message service’ or ‘Close Intercom message service’ in the launcher, i.e. the attribute is stored. The responsible certification organisation has now informed us that this is not self-explanatory enough. Is there a way to adapt this text to our needs? We would like to store something like ‘Open chatbot’ / ‘Close chatbot’ so that it is really clear what is behind the switch. Any help is greatly appreciated!Thank you!S.