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Does anyone know what is needed on the Salesforce side of the house to ensure the fields are synced to Intercom? I have a new Case Field in Salesforce that I want to map a field in Intercom to, but when I go to the Salesforce integration Settings, the field is not available in the list of fields. Is there something I need to do on the Salesforce side of the operation to ensure it’s visible for Intercom to read?

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I’m trying to see what event data is being sent to Intercom from segment (i think there is an issue with it) but I cant find any way to reliably track this. and segment doesnt give me info because Intercom “cant send server side”. 

Hello everyone, I am very new and only being using intercom for a week. Could you provide a training ? Your articles are great but I need a step by step training.ThanksAurelie

Hey! I configured Intercom using instructions for the Angular Web app. We have requirements to support visitors without logins and users with logins. So I followed your instructions and implemented it like this: // In the AppComponent which is the root component, I added this codeimport {Intercom} from '@intercom/messenger-js-sdk';@Component({ selector: 'my-app', templateUrl: './app.component.html', styleUrls: ['./app.component.scss']})export class AppComponent implements OnInit { ngOnInit(): void { this.initIntercom(); } private initIntercom(): void{ Intercom({app_id: environment.intercomSettings.app_id}); }}// We are calling the boot method when the user successfully logs inboot({ 'app_id': environment.intercomSettings.app_id, 'id': this.userApi.currentUser.id, 'user_id': String(this.userApi.currentUser.id), 'name': this.userApi.currentUser.name, 'email': this.userApi.currentUser.email, 'created_at': Math.floor(new

Hello,I am trying to build a workflow that would automatically close a conversation should the user not reply.Here is the scenario:User contacts us → Workflow triggers if a certain word is contained in the conversation asking the user for more information.The goals we are trying to achieve are:Conversation would automatically closed if the user does not respond within a certain amount of time Should the user respond, the conversation would be assigned to the team ( the workflow triggers would be based on the team so the assignment would be already defined)Would there be any recommendation regarding this ? ( We have tried setting a “customer sends first message” + “ snooze unresponsive conversation based on a conversation tag but it unfortunately does not seem to trigger the snooze unresponsive conversation).Thank you 

Hi Team,I’m Darshan Hiranandani, looking to obtain a full export of my articles and helpdesk inbox messages, including all their text. Could anyone provide suggestions or guidance on how to achieve this? Your insights would be greatly appreciated!Thanks,Darshan Hiranandani

Hi All,We’re currently setting up Intercom to replace Zendesk and are integrating it with Slack. We would like replies to threads in Intercom to appear as messages within a Slack thread. Is this configuration possible?Additionally, it would be very useful to have the user’s email address included in the Slack message.Any insights or suggestions on how to achieve this would be greatly appreciated! Regards Darshan Hiranandani 

Save button is greyed out in the authentication section even though I have entered all the values  

permission: android.permission.RECORD_AUDIOI am wondering why the permission for audio recording is required in the new version. Also this new information is not stated in the documentation. I am planing to force the permission remove from the manifest file, but before that want to know if there is any consequence of doing that.Thanks!

Is there a way to update a field in Intercom, in this example via zapier, and append text to the field rather than overwriting the text?I haven’t seen anything in the community or documentation about this so if I have missed it sorry about that!Cheers,Alex

Hello, We would like to pull the following Intercom Reporting Metrics via the API. We are looking at the documentation here https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/conversation. That being said, we are having a hard time matching the following. Please let us know if there is documentation on how to pull the metrics listed below. Time to Close - Bot inbox time includedFirst response time, excluding bot inbox time and within office hoursReplies per conversationCSAT scoreConversations openNew Tickets  

Hello,I have created a survey to send our customers when they send us notice to cancel. We want to gain insight into the the cancellation, and also offer them a deal to stay. The survey is hosted on a landing page within our website. Then the survey has been embedded into an email that we duplicate and send to individual customers when they cancel. The users of our application are synced nightly with Intercom, so their name, email, and unique id is already in intercom. We send the email, and sometimes when they answer we get back their name and email as being the person who answered. Sometimes that is blank, and we just get back nonsense and have no idea who answered the survey. This is important because if they indicated that they wanted to take us up on our offer, or want to talk to us about their pain points, we need to know who to reach out to.I found these two bits of info in the documentation which may explain why we sometimes do not get the name and email of the person who answe

Hi Team,I’m Darshan Hiranandani, currently migrating our existing rules for automatically closing conversations—such as those triggered by spam or notifications—to our new workflow settings. However, I’m having trouble finding an action that supports this feature.Could anyone provide suggestions or guidance on how to set this up? If you have experience with similar configurations or know of any specific actions that might work, your input would be greatly appreciated.Thank you!RegardsDarshan Hiranandani

I set up identity verification for web about a year ago and it has been working fine until recently when I noticed that for new users the initial ping request fails with the following error:{ "type": "error.list", "request_id": "00008k...", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]}My application sends email address only and generates a user_hash HMAC against the email only. I have verified that the new users are sending the correct email and user_hash HMAC using the hash checker tool in the admin web console. What’s odd is that older users pass validation and the ping request succeeds while newer users fail (same code path). I’ve compared the request/response for successful and failing users and I don’t see any difference. I’ve also tried a variety of new email addresses in case there is some email validation I’m unaware of but all new user emails consistently fail. Has anyone else experienced this?

I noticed that gmail strips out whatever styles are included in the style tag with the data-premailer=”ignore” attribute. Is there anyway to send emails without it being needed. All my styles are already inline I don’t need them to be moved for me. 

Hello,It would be extremely helpful for us if the conversation url was added to the review suggestion for FIN.Currently it’s practically impossible to find the conversation back and very often the context of the conversation would be useful to understand if the feedback is relevant. And also to understand the reason why FIN gave the answer it gave (if it answered in the first place).It seems like a quick fix, but as mentioned very helpful for us.Thanks for considering it!levi

Hello!  I’m wondering if anyone knows why there might be a delay in custom attributes being updated to a “true” status/how long it takes to process. I’m using this to form a rule and currently the delay in attribute updating within intercom is 6+ hours which isn’t ideal. Thank you! 

We have Custom Attributes for users, to link them to their respective companies. When you click the attribute, is there a way to make the company information appear in the same tab, currently it opens a new tab.

In our test instance, we imported 50 users with the same ‘Company ID’. We are able to filter our all users under ‘Company ID’, but a Company was not created when user import completed. Is this expected behavior? Our end goal is to import 10k users and have their Companies auto generated. We’re currently migrating from Zendesk and trying to replicate the Organization hierarchy structure.

 Hey All! I have extracted the conversation data using Intercom REST API (link) to our data warehouse. The use case is that I want to build a First response time (Bot inbox time excluded) metric from the Intercom reporting in our tableau report. However, we are not sure which fields to use for the calculation. I do have a field named  time_to_admin_reply but it includes bot inbox time. Additionally, I am not extracting conversation parts as it is very time-consuming. It would be great if anyone could help me with this. Also, let me know if more information is needed. Thanks in Advance.

Hello,I have a workflow that triggers a message when a user sends any message out of office hours.The problem is that sometimes a teammate responds to tickets out of office hours, so i would like not to trigger this workflow when this is happening.I noticed that in the audience rules there is one called “Last teammate reply”, that is a conversation attribute, but it can be set only in the scale of the days. So if want to set it like “Last teammate reply was less than 1 hour ago”, I couldn’t do it.¿Is there a way to make this audience rule work in the scale of hours and not days?Thanks in advance

 For outbound emails, can I set up a custom domain that is owned by someone who is not a part of my organization and does not have an Intercom account?We have a customer who is using a whitelabeled version of our product. We want emails to come from their domain, not ours. I've added the customer's domain as a custom email, but when the customer tries to verify, they are asked to create an account in Intercom. How can we set this up without having the customer be part of our workspace?

UPDATE:I got a reply from Intercom. Apparently, the email address is a unique identifier for users. This means you can never change that. Which as a result means that leads that enter the system via Messenger will end up with whatever email address they entered, and we have to manually create new users with the correct information.---I created a workflow where we request some information from possible leads.However, we want them to use their business email address, not some hotmail, gmail or other general mail address.To accomplish this, I have a branch which checks the email domain and if it is one of the non-wanted email domains it will go back to ask for the business email address again and again until it is correct, or the customer decides to leave.To my surprise it seems you're not able to retype an email address once you entered that. All other fields are fine, name, company etc., but someone decided that once you enter an email address, you have to stick with that?Is there a way

Guys, we have the following problem in the chat integration: We are a SaaS e-commerce platform, so we want to use chat for non-logged-in users (leads) and users logged into your store dashboard (users). For logged in users we are sending the account data to Intercom (email, telephone, name, company name). The problem is a cookie that intercom stores in the user's browser and is stored for a few days. We have merchants with more than one account on our platform and when they enter both accounts the data is exchanged within the intercom. The name of account A goes to account B, in the company of account A a user is created with the data of company B. How can we solve this problem?