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Unanswered questions

18 Topics
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Colleen HerlihyNew Participant
asked in Article Help Center
What is the best way to organize both internal and client-facing articles?

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

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7 hours ago
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Isabel MeijerNew Participant
asked in Article Help Center
How to make sure articles rank in Google in corresponding Country (Chile/México)

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

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8 hours ago
Trevor
TrevorActive User
asked in Article Help Center
How you are translating articles, and copying content for translating?

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

193
Trevor
13 hours ago
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Steve StormoenNew Participant
asked in Customer FAQ
Error message when uploading image to Knowledge article: "There was an error uploading your file"

I’m a technical writer, new to Intercom and exploring its knowledge capabilities. I’m unable to upload new images or copy & paste images to my Knowledge articles — instead, I receive the error message “There was an error uploading your file” (and a prompt to try again, which doesn’t change anything).Can I get help resolving this issue? Thank you!Here’s an example: 

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14 hours ago
Ben Griese
Ben GrieseNew Participant
asked in Article Help Center
Best practices for using/setting up our available features?

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

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Ben Griese
1 day ago
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Joana GuerraNew Participant
asked in Reporting
How to Retrieve Data for CX Team Occupancy Rate?

Hi everyone! 👋I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.This would help us calculate our team’s occupancy rate, showing key insights such as:✅ The number of agents active per hour✅ How many conversations each agent was handling✅ How many customers were waiting in the queueWith this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!Thanks in advance! 😊

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1 day ago
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AlanKTONew Participant
asked in Conversations
Organization of Macros

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

181
Nathan Sudds
Expert User ✨
1 day ago
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Wai-man FungNew Participant
asked in Workflows
Assign ticket attribute to a ticket in workflow.

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

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1 day ago
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LaMintActive User
asked in Workflows
How can I automate closing chats created by 'Preview user' when testing workflows in preview mode?

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

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1 day ago
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Andrew Shapiro-ZyskNew Participant
asked in Reporting
Reply Conversation Parts

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

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4 days ago
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Tach75New Participant
asked in Messages & Series
Help Needed: Issue with Chat Multiplication in Intercom Folders

Hi everyone,We are working with Intercom and recently added the function to sort incoming chats based on the customer's inquiry. Chats that didn't fit into specific categories were sent to a general folder.However, we are encountering an issue where closing resolved chats in folders seems to cause the chat count to increase rather than decrease. For instance, if there are 20 chats in the "Payments" folder and we close one, instead of the number dropping to 19, it sometimes increases to 22 and then stabilizes at 21.Has anyone experienced something similar or have any suggestions on how to fix this? Your help is greatly appreciated!Thank you!

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4 days ago
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JordaneNew Participant
asked in Messenger
[Issue] New conversation always shows last workflow

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

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4 days ago
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Production AINew Participant
asked in Fin AI Agent
Seeking Feedback on AI Automation Solutions for Intercom

Hi,We have been using Intercom for our customer support for several months now and we are exploring AI automation solutions. Initially, we built workflows to handle basic support tickets, but we quickly found this approach to be unsustainable, as it became burdensome to maintain and scale.We also tried Intercom Fin, which we found to be an improvement over workflows. However, it is quite expensive, occasionally provides incorrect answers, and struggles with more complex tickets. With Fin charging $1 per resolution and our support agents resolving tickets at about $0.66 each, we decided to explore alternative solutions.I was tasked with identifying a viable option, so I’ve reviewed nearly all the apps listed under the Automation category in the Intercom App Store.There are approximately 140 apps in the Automation category, and we focused on identifying those that can automatically respond to customer messages. From this list, we found over 20 apps that either offer or claim to offer thi

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5 days ago
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kDmNew Participant
asked in Workflows
Custom automation workflows (Jira for Tickets - Jira issue comment is added)

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

100
K
5 days ago
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darshanhiranandaniNew Participant
asked in API & Webhooks
Darshan Hiranandani : How to Upload Images or Attachments via REST API?

Hello everyone,I’m Darshan Hiranandani, I’ve been working on an API that allows me to create articles with titles and main content. So far, I’ve been able to create articles successfully, but I’m facing a challenge when it comes to uploading images or attachments to these articles.I know some platforms like Intercom have hosting services that allow you to upload and store attachments, but I’m not sure if they offer something similar for direct image uploads.Can anyone share their experience or suggestions on how to upload images or attachments via REST API? Any help or ideas on how to handle this would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

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5 days ago
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CakewalkNew Participant
asked in Tickets
Be reactive to users with more than a specified number of tickets

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.  

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5 days ago
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Beth Owen-SmithNew Participant
asked in Settings, Security & Permissions
How to change sender email in an existing thread?

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

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7 days ago
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Antonia VillaNew Participant
asked in Tips, Tricks and Workarounds
Is it possible to format numbers in HTML email templates?

I am building an HTML email template to display a variety of statistics. The statistics are in different formats such as percents and currency values. Is it possible to format a decimal as a percent in an HTML Template? Decimal Example:Value: .9856Display Value (in template): 98.56% Currency Example: Value: 4578.19Display Value (in template): $4,578.19 Based on your provided documentation, the only way to format numbers appears to be as a decimal or integer. Are there other formats that are acceptable? 

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Diana Tripac
Intercom Team
12 days ago
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