Answered

 I’ve had this message from “Phil” since we started using Fin. Can someone give some indication on how many conversations Fin have to be involved in before we can start to work with this? I would like to spend more of the team’s time on improving Fin (vs. just solving tickets themselves), but I struggle a bit to find practical and valuable ways to do so and this seems to be a possible avenue...

Hey Gang!I need to clarify- does conversations participated per active hour also include the calls taken by a teammate?I am assuming yes as generally a call is linked to a conversation.TAI!Jessie 

Hy I am new here. Can I edit the article and change its url after posted it?

Has anyone else encountered that when writing a Series and you click “save”, Intercom pops up with a red banner with an error message (and any attempts to save after that will result in your series being deleted, despite appearing as “successful”)?  Wondering how I can avoid this problem in the future, or if anyone has found a workaround! 

Anyone found a way of auto notifying a “user” in the system via a note in a conversation for customers they may care about.  We have the odd use-case where specific types of conversations or companies/users are of interest to users, but I have not been able to add users to automation workflow.EG. Keywords are of interest to a particular user and we let them know automatically via tags?Use Case below, I tested using Owner Name from Salesforce (via native and ETL source) and @mentions do not work.  

I send an email via the messages api and most of the links work except for one. all working links start with “www” but this one is “https://help.optiseller.com/en/”. does intercom support links that do not start with “www”

How do you define "Last Seen"?

Help please. I tried all the troubleshooting steps to make the messenger appear on our website’s contact page. But I always get the error: “The App ID in your code snippet has not been set. Launcher is disabled in settings or current page does not match display conditions.”It’s weird because the App ID is already in the script. Any way how to solve this?This is for website visitors without logins. I copied the code snippet for “website visitors without logins” from this page: https://app.intercom.com/a/apps/pkf1yel7/settings/installation-new over to the Webflow page before the </body> tag. Now I don’t know what else to do.

Hello, I need to call an external API(webhook) when a teammate modifies a custom attribute within the user's qualification section.Is this possible?Thank you

@Nathan Sudds @Milan anyone can help  me regarding this issue:  first of all I created the lead on the intercom just like that:lead = @intercom.contacts.create(args)it successfully created the lead on the intercom and after that I want to update the lead on the intercom just like lead = find_lead(my_args[:lead_id])company_name = registration_info.company_name || ""company_website = registration_info.company_url || "" lead.name = registration_info.full_name.to_slead.custom_attributes = {"Company Name": company_name, "Company Website": company_website }@intercom.contacts.save(lead)and I got the lead id but when I am going to execute this line @intercom.contacts.save(lead)it gives me this error:@intercom.contacts.save(lead)| *** Intercom::ResourceNotFound Exception: Resource Not Foundalthough I get the lead through postman using the lead id and I got the lead but this shows Resource not found.please help me to fixed it.Regards

Or, is there a way to integrate an API call that somehow adds a company note? Basically, our support of our companies revolves around events, which we're wanting to expose to our chat support team. We're looking at CRM's right now to possibly be able to sync this information somehow, but it's not always available, so if a chat agent finds this information out, I'd like a way for them to be able to add it so that it sticks to the Company profile somehow. The only way I can think of right now is for them to just add this via company note. But exploring Qualification data, it seems like this could be collected via bot, which would alleviate some of that workload by our team! It seems like qualification data is the only set of fields that can be manually edited, and all others are custom attributes able to receive information via API or other sync methods from outside sources. Is my understanding correct? Also - with qualification data, I'm unsure if that info flow

Is there a way to show the name of agent to whom chat is assigned on messenger?

Hello,I’ve created a tag that I can put in Lead tags for a conversation, but it will find nothing in the search. I looked for answers and the only one I could find is that it would take up to 36 hours to proceed. However, after a few days it still won’t work. What am I doing wrong ?Ie : I have this ticket which is tagged “Reunion” and which has the keyword “Cannes” in the conversation. If I search for “Cannes”, it will appearbut it if search for Tag Reunion, it won’t. Nothing will actually, tags are useless for me in the search.  I can give specific URL to the support if needed, but does anyone else has any idea what I’m doing wrong ? Is there a workaround ?

Every single marketing platform I have used (pardot, marketo, drift, etc) has the ability to view the source of the lead once they fill out a form or submit their information. So whether that lead comes from google, bing, google ads, a random website, once the lead fills out their info, you should be able to see where the lead comes from.. In marketing, attribution is key to scale. Why isn't this a built-in functionality?

Dear Team, I have a specific question related to Fin troubleshooting capabilities.  Is there a reliable/recommended way to make Fin ask follow-up questions to user queries? For example, there might be a Help Center article for login issues that might involve several sequential steps (some of them are not always relevant), or we might have 2 different versions of a similar product, and the correct answer might depend on the version of it the user is using (let’s say instructions 1 are for a red version, instructions 2 are for a blue version). How can we make Fin ask a relevant question (is it option 1 or 2, have you already tried this or that) without providing general answers that might be too wordy? Is there a way to obtain these results directly with Fin and content optimization without complicated workflow setups? Thank you! 

 Assistive technology can make communication more accessible for individuals with disabilities who want to use digital messaging. Some examples below: Text-to-Speech (TTS) Software Speech Recognition Software Braille Displays Accessible Messaging Apps Predictive Text and Auto-Correct Audio messaging supportAre there any of the above examples or possibly anything else that Intercom has which can benefit users of assistive technology? 

Hey! I am revamping our digital-led onboarding and adoption journeys in Intercom. I would love to see the series you are building and what kind of campaigns you normally create.Onboarding:We have a big series that includes emails, in-app, and interventions from our Scale CSMs (pool model)We created different onboarding milestones, and if customers are not achieving them, we have different paths and different interventionsAdoption:I am creating different series to send in-app and email interventions when customers are stuck or not reaching specific milestones according to our customer journeyIf anyone is open to chat about that and exchange ideas, let me know!

Hello,we are trying to implement a custom launcher that uses intercom’s launcher inside of it as one of our options. Everything went smoothly until we saw that our proactive support messages were showing without our launcher noticing. We couldn’t find any event to get triggered in our code when the user receives a proactive support message. Is there any way of achieving this? we tried with the “onShow” event but that one only triggers when the intercom launcher is opened manually and not through a proactive support message.Thanks in advance!

I currently have a couple of product tours running in our product, and I was wondering if I could add some CSS to my product that will change the styling of the product tour? There's a couple of things we wish to update to integrate it a bit more in the product, beyond the options Intercom currently offers.

Hi All, I’ve a contact form on the web, and in Intercom we created a Email workflow, if some email is send to a email address we trigger the email workflow. So, I need to trigger that workflow when I POST  a Conversation o Message, with message_type = email. I’ve tried POST conversations, POST message, also set the from and to with valid contacts/users, the message/conversation is created but the workflow is not triggered. Any ideas?

 We've got penetration test results from a security team. Any solution to this security leak?

Hello Intercom community,i hope someone can help me.We’re using Intercom mainly for E-Commerce Customer Support (shopify and amazon).I'm facing a challenge with amazon buyer-seller messages (forwarded via email to intercom) that are being split into separate threads instead of being grouped under the same conversation.We use Amazon Seller Central and have configured it to forward messages from customers (buyer-seller mailbox, amazon’s own messaging system) to our Intercom system. Despite ongoing conversations, each new customer message, even if part of an existing thread, opens as a new conversation in Intercom. This fragmentation makes managing customer interactions quite cumbersome. Here’s what happens:A customer sends a message through the buyer-seller inbox on amazon The message is sent via email to our support mail-adress, which then forwards the email to intercom We respond via Intercom, and our reply reaches the customer without issues. The customer replies to our response using

This morning two unique emails are being sent to two smallish (<800 people) audience and they still have not “sent” yet. I recreated one because even after an hour it still hadn’t sent. Has anyone run into this before, and if so, what was the cause and how did you fix it?  I have reached out to support but wait time on that is 4 hours and I am already outside of my ideal window for when we wanted these emails to be sent. 

Hey! Is there a way to exclude URLs for posts or banners?We'd like to show a promotional post or/and banner but don't want it to show up on the checkout page. Any way of doing this? Thanks!

I am trying to integrate with an external API (ExtAPI) so that an agent can use an Inbox app to create data in it when in a conversation.The agent has a login (username/password) in the ExtAPI. There is a login endpoint in the ExtAPI that returns a token and id for them. The agent may occasionally need to re-login.I can’t work out how to allow the agent to be able to login into the ExtAPI and store the token and id in their session so that it will be passed in conversation details to the Inbox App. I presume I’ll need to create a login form but don’t know where to set/call this in Intercom.Any advice would be appreciated.