Answered

Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:Green: time is okayOrange: attentionRed: out of time  

intercom is not working after i open the app through the intercom notification in ios.please let us know anyone have solve these issueeeeee…… 😐😐i am currently using the intercom version :- 17.1.1 

Is it possible to delete only a specific language from the translated content of an article with the API?

how to update the name of a visitor on an outbound call?

I’m able to create news items via API and assign to the correct news feed, but is there a way to add them to the news center?When creating a news item through Intercom’s interface, there is an option to show a badge on the launcher, which corresponds to the “deliver_silently” property, and there is an option to add to the news center.  That news center option doesn’t have a property that I can find in the API documentation.Is it possible to add the created news item to the news center via API, or would I still be required to use the interface to do this?

When a user uploads an attachment in a conversation, we observed that:The webhook payload contains an html string with the file URL somehwere inside it: "body": "<div class=\"intercom-container\"><img src=\"https://downloads.intercomcdn.com/i/o/112xxxxx53/131xxxx01249e994131/image.png?expires=1722233700&signature=8a70c55c0ed3000c00ae533xxxxxxxxebc3407b10136029aff26bd5f3c3\"></div>"   In custom actions using `Last Message Body` we get "payload": "[Image \"some-file.png?expires=1722255300&signature=f0e6d92d99861c0046910ace7821c80c06850fad91498faxxxxxxxxxxxxxx\"]", We ask:How to get the file url as plaintext, not html, in webhook how to get complete file url in custom actions When user uploads multiple files we get multiple webhook events - and not a single one with all the files inside of it. It means we have to somehow wait and aggregate webhooks, but we wouldn’t know when to stop. Is there a way to receive multiple files on a webhook? We couldn’t get mu

Hi All,  I have an onboarding series that sends zero messages for users who move through basic onboarding on their own, but sends emails and posts to users who get off track.  We have about 10 people a day enter this flow, and for most of them it's working, but I had a case where it didn't work and I'm trying to figure out why that one case did not work before our busy season starts in august.  The piece of the series I had an issue with is imaged here.  Ignore the blue tags and you can see it's a rule at the top left, which is event based. The event is "Assigns homework" in our application. if the user assigns homework within X time, they pass this rule and move on to the right (off screen), but if not passed after X time, the series funnels them down to the post below.  The post below doesn't have to be seen; either way, they are now in contention for the second row rule, which is identical to the first: Assigns homework. IF they now assign homework wit

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas!  For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow. 

how can I add a step between to steps in a workflow? 

Has anyone done this and have a reference to use as a starting point? We want to launch messenger from a URL for our field employees so they can have easy access to a mobile app so they can start conversations and file tickets.The current way isLog in to our app (which is not mobile optimized) Find the launcher widget/buble Open Messenger - it opens full screen on mobile which is really niceI’d love to just have a link / bookmark that launches Messenger in a fullscreen mobile

Hello, is it possible today to target multiple Intercom instances under the same application? We currently are forced to have two different instances to handle different types of users, but they all use the same app. Is there any way to decide which Intercom app is targeted for each user?In a more technical note we use React and React Native apps.

I am looking at integrating our intercom account with Facebook so we can run Messenger ads and our sales agents can respond in real time. I am wondering if there is a way to filter the messages so only the Messenger ad messages are sent to intercom?Thanks,Tom

Hi, I am looking for help / insights on the following use case. In our business, when a user confirms a purchase through our website, we automatically create a ticket in Intercom for the after sales process.Every user booking with us, will always have a ticket in intercom.Now, when the user confirms a purchase, we send multiple transactional emails to the user about their purchase status, payments status etc.These transactional email’s content is put together in our monolith and then sent via sendgrid.How can I get a copy of these emails on the intercom ticket?Our sales team uses Pipedrive, which offers a unique email per case that we can CC. This email is then correctly attached to the case.Sending our transactional emails through intercom is not an option as we have no plan to move our complex transactional emails over from Sendgrid. Looking forward to any insights.

How to add if statement to HTML email?

Is it possible to hide the reactions section at the bottom of Intercom articles? We’d like to add our own custom section here for our customer to submit feedback if the article was not helpful. Plus, I haven’t found a great solution for redirecting customers who indicate the article was not helpful to the proper location:  

Hello, I am using presentMessageComposer to open intercom with a pre-filled message. I am using it like this:  static async presentMessageComposer(initialMessage?: string) {try {await Intercom.presentMessageComposer(initialMessage);} catch (error) {Logger.error(error);}} Although it opens the intercom the initial message is being ignored for android and iOS.I am on the latest version of react native intercom. Is it a known issue? Thank you 

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?

ERROR - [HTTP 403] - Request failed: forbidden (403)

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