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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. 

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

When we were first setting up Intercom we had 2 people testing out features such as sending a welcome message to all customers and someone else testing the message feature by sending a test message to all customers. Now, when a customer opens the intercom message center they see a bunch of fake messages or old welcome messages, and they don't go away. This is on EVERY customer and I didn't realize it until I took over intercom.  What if our customers use Intercom a lot? Will they just have a loooong list of conversations here?  

Hello, I vaguely remember an Intercom connector being available for Microsoft Teams, but this no longer seems to be case. Has this been removed?The connector allowed us to receive Teams notifications whenever a new conversation was started on Intercom.The alternative approach would be to use a Webhook, but Intercom’s webhook payload seemingly does not conform to Microsoft’s expectations: https://learn.microsoft.com/en-us/microsoftteams/platform/task-modules-and-cards/cards/cards-reference#connector-card-for-microsoft-365-groupsIs my view of this correct? Thanks,Dimeji

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

Hi, everyone!I’m working on a onboarding series right now, and I want to make sure the majority of our users see the product tour. So we’ve put a series that includes said product tour, where they enter as soon as they sign up, we check a couple of things, such as language, and then we trigger the product tour. Then, in case the user goes offline before receiving the product tour, we’ve set up an email to reel them back to the app. Here’s the issue, if I direct them to the tour right after clicking on a button o whatever in the email, it creates an infinite loop.Has anyone else had a similar situation? How did you got around solving it? Should we include a second product tour for the email path?Thank you🙏🏽 

Rather than having the standard, we will get back tomorrow message that I have turned on, I'd like our bot to let clients know of our exact office hours. Basically, if anyone contacts our Messenger outside of our office hours, how can I customize the message? 

We looked at the article for target audience.Tags are not used there and the logic does not seem to apply to us.We can’t get access depending on the tags we have, like super users don’t have access to the articles we’re making available to them(we added their tag)

Hi, I'm a little new to intercom but would like to work wtih it in a very technical automated way. We would like to be able to insert events that happen on the company level, and then trigger some emails / notifications to specific types of users (eg has ADMIN label) based on that event happening.  So for example:  Company onboards in our own system with a number of usersWe create the company entity in intercomWe create the user entities in intercom and associate them with the companyWe throw an event to intercom that the company "has_been_onboarded"Intercom rules pick up the event and send emails only to ADMIN users that welcomes them to our service So here the event is on the company level, but it should trigger an email to specific types of users within the company. Is this possible? A few quick tips & pointers would be really appreciated! /Johan

We observe severe layout issues of the Ticket Portal, and I am unable to figure out if this is a bug, or something we are going wrong. If it’s a bug, I am quote surprised to see no questions about it. Those issues make the ticket portal look inconsistent and unprofessional to the point we can hardly allow customers to use it.Asan example, the Help centre home page looks totally fine: Then, after I click on Ticket portal, it changes: Here, the nav bar is broken, the width has changed, and it starts to look awkward.When I open a ticket, the layout changes again:The width is returned to what it was in Help centre, but the nav bar is still wrong.Is there a way to make the layout not to change across those pages?

export async function bootIntercom(open = true) { const app_id = window.intercomSettings?.app_id await loadScript(`https://widget.intercom.io/widget/${app_id ?? 'XXXXXXX'}`) window.Intercom('boot', window.intercomSettings ?? { app_id: 'XXXXXXX' }) // the intercom widget needs to be shown once for it to stay closed, in button shape window.Intercom('show') window.Intercom('hide') if (open) { window.Intercom('show') }}Hello! We have Intercom integrated in our website and until now, relied on Users clicking on a Facade button to open and boot intercom. However, we want to get rid of that and just boot the messenger button widget on the bottom of the page automatically.The only solution I can come up with is this. First “show” and then “hide”  to present the user with the button. Is this a bug? I think just calling “boot” should be sufficient to show the button? If  `open` is true, the messenger opens with no issue.Thanks in advance

Hi,  Using the “/companies” with scroll parameters works without problems. Somehow though I need a way to read companies starting with the most recently added, and it seems “companies/list” is the only way to do that.  No matter how I query “companies/list”, no matter what parameters I set for page, per_page and  order I always get this same error:{"type"=>"error.list", "request_id"=>"003kmpu8u10s0f0dgeb0", "errors"=>[{"code"=>"company_not_found", "message"=>"Company Not Found"}]} Can you advise?