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Is there any way to set up a process so that when a back-office ticket is set to “Resolved”, the linked conversation is automatically re-opened? Ideally, I would also like for that conversation to be re-assigned if the original assignee is set to Away & Reassigning, if possible. So the flow is:Agent speaks to customer Agent escalates issue to internal team by raising a back-office ticket Agent informs customer and closes conversation Back-office ticket is changed to “Resolved” and closed Original conversation is automatically re-opened so that the agent can inform the customer If that agent is no longer available, the conversation goes back into the queue and is assigned to the next available agent

Color me confused!I asked a question “Error: This site can't be reached”’ The problem turned out to be a custom-domain issue, then figured it out and posted the solution.In the original question, I was thinking the problem might have resulted in overflowed-text in the article descriptions, That wasn’t the problem, thankfully. And Jacques was nice enough to respond to that part of the (ticket?).However, Jacques was commenting on the size of the title, while I was talking about the description field.I want to continue that conversation, but:The “View Reply” link in the email fails with the error “Something has gone wrong”:https://gksnghh0.r.eu-west-1.awstrack.me/L0/https:%2F%2Fcommunity.intercom.com%2Ftopic%2Fshow%3Ftid=8032%26postid=24500/1/010201926c78ccba-0289921c-e18b-43b6-a9fd-d90ebab19548-000000/FsxCGG2SGB9uPYZP9MQ54ruEHzo=394   I see my Avatar in the page I get to, with the numbers I’m used to seeing under it, so I know I’m logged in. But for some reason the link is failing.   Und

I would like for it to be easier to add or customize survey questions at the end of conversations. Today you can ask the CSAT question and get open-ended feedback and that’s it. You can also use proactive support to send additional surveys but that requires additional steps. I would really like to be able to add to the flow additional questions to ask after the CSAT question. For instance, a flow of CSAT question>Issue Resolution question>open-ended feedback.

Hi there! I’d been debugging an issue with our React Native app’s implementation of the `loginUnidentifiedUser` + `loginUserWithUserAttributes` combo, and noticed that while the Android module has a few descriptive cases before being generically handled by `IntercomError.getErrorMessage()`, the iOS module simply throws a blanket error for all failures.Is there a reason why actual request errors aren’t being bubbled up through these methods? For example, if the login failed due to the Identity Verification check, I feel like it would be reasonable to include that and the related code in the failure callback.

If a customer says ‘Hi Sarah’ I want it to automatically get assigned to Sarah. However, I ALSO want it to be assigned to sales so that sales is credited for the response in the data tracking. 

Hello, I’ve found this page about possible values of conversation’s “part_type” propertyhttps://developers.intercom.com/docs/references/1.4/rest-api/conversations/conversation-part-model#conversation-part-typesbut it’s missing for current API versions and this list is definitely not complete (e.g. I don’t see there ‘channel_and_reply_time_expectation’ part_type) Is somewhere available a full list of possible `part_type` values ?  I have an integration with Intercom and want to filter out “useless” messages for me when syncing, e.g. messages from operator to the user Thank you in advance.

Hey everyone! We’re exploring a few Intercom apps for video/screen recording to make it easier for customers to share specific issues their having in our product via the help desk. We’re look at the three listed below. Any on the list that you use and love? Any you’ve tried and decided not to use?https://www.videosupport.io/#pricing https://www.coview.com/pricing/ https://www.hellomedian.com/pricing

In Settings > Help Center, I can see the collections I have defined and the articles in them.Where do I find (or convert that URL) into the URL of the published help system clients will see? 

Somewhere along the line, I found the URL for view of the help system our clients will use. That formula is intercom.help/<myProduct>/en. That page appears as it always did. But when I click on any of the collections in it, I see the error "This site can't be reached.Check for an error in help.<myproduct>.com".I just noticed that the top-level descriptor for an article has a maximum number of characters. Is that the error that causes the entire help system to fail?If so:a) Lots of stuff written. I now need to step through them and check them all (had to do that in any case).b) A more “in your face” warning that the help system will fail would have been nice.Or is there some other cause for the error I’m seeing?

Hi everyone,We’re a small startup based on Toronto. We’re interested in adding the multilingual help desk feature to our Intercom help center, but we’ve noticed that the current plan is $499 per month, which is quite over our budget.Since we primarily need the multilingual support feature, I was wondering if anyone here has experience with this or knows if there’s a more affordable option or perhaps a custom plan available? Any advice or suggestions would be greatly appreciated!

 I have customers typing Childlock and not finding an article about Child Lock. In my previous tool, I could add acceptable terms and misspelt words to apply to an article to avoid this issue. I'd appreciate any help on this.

Howdy!Does anyone know how to setup cloudflare to forward cookies? Any help with this issue will be much appreciated.

Hi all!I would like to have my forwarded emails appear as users and not leads. Is this possible? At the moment all contacts that are created from forward emails appear as leads. Any help in this issue would be greatly appreciated.

É fundamental contar com a opção de fechamento do fluxo de automação baseado no horário de atendimento. Atualmente, meu bot/automação continua atribuindo conversas a agentes humanos, mesmo quando o cliente solicita atendimento fora do horário estabelecido, apesar de o chat já ter o horário de operação configurado. Como solução paliativa, precisei criar um outro fluxo que, após 7 minutos sem resposta, envia uma mensagem informando que o atendimento está fora do horário ou que o cliente está na fila. No entanto, essa abordagem está longe de ser a ideal. Trata-se de uma funcionalidade básica presente em todas as outras ferramentas de atendimento com as quais já trabalhei.

Has anyone had an issue with post URLs opening up in Internet Explorer or a browser that is not the user’s default browser? Is there any way to ensure that the URLs we include in posts open up in a user’s default browser?

Does anyone know how to make it so that when a ticket is resolved, the conversion tied to it is also closed ?

Hey everyone - Excited to get rolling with Intercom. We’ve chosen this platform over others specifically because the API access it offers to allow us to show custom attributes - like Estimated Shipping Date. Gorgias and others can’t do this yet (apparently). The use case is simple. A customer hits the chat and asks “What Is My Estimated Shipping Date”, we respond asking for an Order Number. We use this order number to search the Shopify API, pull back the order details, which includes a custom metafield called estimated_ship_date. We then show that data to the customer.  I’m sure I can do all this with numerous actions. But it seems to me that using the out of the box Order Search as a starting point would be best. I can then access the order.id and do 1 very specific call to pull back metaafields.  My question at this point is … can we use the Order Status feature as a starting point for an automated workflow? If not … does my workflow above make the most sense? Thanks!kane

We need to show users that there are additional unread responses - how is this done?Seems the Android SDK behaviour differs and every new message is displayed as it comes in.

Hi, I have a user who is unable to see the “Start Conversation” (in our case “Send us a message”) button I have read this article and checked our settings and have confirmed they are all what they should be. We are not using assignment capacity. I have also been unable to reproduce the problem on the same device/browser as the user or any other combination. We have tried clearing their browser cache, and logging in/out of or application (to re-initialize the Intercom connection) The problem is on an iPhone SE using Safari, but using a simulator I was unable to reproduce the issue. One thing I find odd is that I also don’t see the button in question in the preview editor (for either users or visitors) but am not sure if this is a red herring. are there more troubleshooting steps I can do or do you see something obvious that I am missing?

we have an integration with our current phone system and that creates a new conversation that is assigned to the teammate that answers the call.however, the agents should always remember to assign a team as well.they do not, so i want to automate that based on a workflow.but when i create a reusable workflow with a rule stating that "if team member is X ->the assign team X2"that unassigns the team member from the conversation.how can i automatically assign a team to a conversation that has an agent assigned to it without removing said teammate?

Hey, we need help setting up workflows on our intercom system. We are using it in our app for customer support, we want to automate customer queries and using fin AI.

I’m getting an error when I try to send an email to a new user, even though I have already verified my domain address and obtained the send email permission. Can I get some help on this? Thank you!  

I am trying to send a rich link in the metadata of a custom event triggered with the intercom-go package. In intercom’s dashboard, it reaches as [Object Object]. Is there any different input format expected for rich links in go, or is it just not supported?  event := intercomlib.Event{ UserID: userId, EventName: eventName, CreatedAt: int64(time.Now().Unix()), Metadata: map[string]any{ some_rich_link: map[string]any{ "url": "https://www.some-custom-url.com", "value": "some-custom-name", }, }, } ic.Events.Save(&event) 

I experience the console message [Intercom] Launcher is disabled in settings or current page does not match display conditions, but I have hidden the default launcher as I have implemented my own launcher.  I would not expect to see the console message in this case, but it does appear.These are my settings below, am I missing something?window.intercomSettings = {    api_base: "https://api-iam.intercom.io",    app_id: "<my app id>",    hide_default_launcher: true, // Hides the default Intercom icon    vertical_padding: 60  };

We recently moved to 24/7 support and have several agents with 3 or 4 days between their shifts. One of our SOPs is that a thank-you convo from a user will be assigned to the agent who helped, so they can get the CSAT survey.We now have convos sitting for multiple days in an agents inbox waiting for them to return to work, dragging their subsequent response time down. We can snooze them, but customizing the snooze time to everyone’s schedule is more clicks than we want to deal with.Is there any way (via workflow or any other option) to “snooze until agent is active again”? This would solve so many problems for us!