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Unanswered questions

21 Topics
I
Igor SerebryanyNew Participant
asked in API & Webhooks
how to link customer and back office / tracker tickets via API?

i see that tickets include a `linked_objects` property, but i cannot tell how to modify this property via the API. using the API, i can create two tickets -- a back office ticket, and a customer ticket -- using the `create a ticket` endpoint. but how do i then link them together, so the customer ticket appears in the back-office ticket’s `linked_objects`?

201
J
11 hours ago
S
Suresh ANew Participant
asked in Fin Product Feedback Member Group
Ability for Fin AI to read images

When an image is sent by an user, fin AI currently could not read it and help them. Can we add this functionality. Alternatively, if we try to move the conversation to an agent if an image is sent using the workflow condition, it can be conditionally routed for “attachments” but not “images”. Can we try to implement these which will help in better performance.

160
S
15 hours ago
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Tullio PersianiNew Participant
asked in Product Tours
Popup over intercom editor

I want to put a tooltip on a text inside a popup but if i open the popup i cannot add a tooltip, it seems like the popup goes over the tooltip editor of Intercom, how can i solve this

71
nurnahid001
1 day ago
F
fairtaxfreeNew Participant
asked in Intercom Mobile App
Intercom.client().getUnreadConversationCount() does not increment with new messages

Hello,I am experiencing an issue with the Intercom integration on Android. When I receive a message, the method "Intercom.client().getUnreadConversationCount()" does not reflect the new messages. For this function to work correctly, I need to restart the Android application.Do you have any suggestions for resolving this issue?

40
F
1 day ago
W
WilliamjoeNew Participant
asked in Workflows
How do I test workflows in Intercom before making them live?

I’m currently setting up workflows in Intercom to automate some of my customer interactions, but I want to make sure everything is functioning properly before launching it to all users. Is there a way to test or preview the workflows to ensure the messages, triggers, and actions are working as expected? also( Check out ), are there any best practices for testing workflows before they go live to avoid issues with incorrect message delivery or user segmentation? Any advice or tips on how to effectively test workflows would be greatly appreciated!  

92
nurnahid001
1 day ago
sanjeevmansotra
sanjeevmansotraNew Participant
asked in Intercom Community
How can I integrate Intercom into my existing customer support system ?

Hello community people, I introduce myself as Sanjeev Mansotra core educator and engineer. Help with my query!How can I integrate Intercom into my existing customer support system to streamline communication, automate responses, and provide personalized assistance while tracking user interactions in real-time?    

151
nurnahid001
1 day ago
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Larry GoodwinNew Participant
asked in Fin AI Copilot
Link Co-pilot to SharePoint pages or files for internal content source

What process can I follow to read Sharepoint pages as source content for Co-Pilot?   Also can it read the files also from Sharepoint?

30
L
2 days ago
Y
Yengeç DestekNew Participant
asked in Apps & Integrations
Intercom CDN Whitelisting Issue

I have already started a conversation through app but the solution offered is not a solution at all.Since we started using Intercom, we run all our support operations both for customers and potential users via Intercom conversations.Now many of our users are complaining that they cannot reach us out via support button and when we connect to their device and check the Intercom CDNs are banned by their modem. The affected user count increases day by day and our support team spends extra effort and time just to try to make it whitelisted, so instead of focusing the real problem Intercom now causes a time loss to fix the support button. Even our reputation is damaged because people need help about an issue but they cannot get to us effortlessly.This screenshot is taken from one of our customers’ device, they don’t use any adblocker but their modem does not allow to open the script because of safety issues: Sorry, but its unacceptable for you to tell us “tell your customers to whitelist Int

20
Y
2 days ago
C
curtisConnector
asked in Messenger
Checklist: alternate action for completion button

howdy! 🤠does anyone know if it’s possible to send a user to another page after successfully completing a checklist? The idea would be to use the action button on the celebration section of the messenger to send the user to a related topic.At the moment I only see one option for the action button: close completion screen.  

40
C
2 days ago
M
Manon STANGUENNECNew Participant
asked in Conversations
Blocking tab notification

Hi!I am oftenly using Intercom while browsing other Chrome tabs.When I am focused on one issue, and focused on another tab opened to find a solution to it, I find it very distracting to have the intercom tab name switching non-stop to tell me about notification from other conversations. The name of the tab moves every 10 seconds from the name of the open conversation to notification about other messages coming in. Is there a way to block it? I do not have preferences on what appears as the name of the tab, for as long as it stays still. NB : setting my status as away does not work. Thanks a lot for your help.   

30
M
2 days ago
A
AkmaralNew Participant
asked in Mobile SDKs
Intercom Push Notifications Not Working with Manual Handling on iOS (SDK 18.1.0)

Hi!I’ve encountered an issue with configuring push notifications in Intercom on iOS.I’m using the latest Intercom SDK (18.1.0). According to the documentation, I’ve added IntercomAutoIntegratePushNotifications with the value NO in Info.plist and am manually handling push notifications in the userNotificationCenter(_:didReceive:withCompletionHandler:) method as instructed: func userNotificationCenter(_ center: UNUserNotificationCenter, didReceive response: UNNotificationResponse, withCompletionHandler completionHandler: @escaping () -> Void) { let userInfo = response.notification.request.content.userInfo if Intercom.isIntercomPushNotification(userInfo) { Intercom.handlePushNotification(userInfo) } completionHandler(.noData)}However, Intercom notifications are not being handled correctly - it seems like the Intercom.handlePushNotification(_:) function is not being triggered at all. Has anyone faced a similar issue with manually handling push notifications on iOS? I’

70
A
2 days ago
J
John Raynold BalacanaoNew Participant
asked in Tickets
Ticket Extraction Issue

I’m trying to extract ticket reports in Reports tab but after extraction the data shows only 1 row data.

30
J
2 days ago
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Rick MazaNew Participant
asked in Article Help Center
Article Reporting not functioning properly

We track reports for article views on a weekly basis on a different platform, and as of this morning, all article reports have changed. I have waited an entire day, and 0 response as to why this has happened. We need reporting to be accurate to build on published content. Has anybody experienced this? Is the reporting simply not accurate? Is there any feedback from the intercom team that can help get this sorted? Can we possibly get support please

20
R
2 days ago
M
MariaCNew Participant
asked in Workflows
I want to use teammate's last reply option in rules but it doesn't show in hours

 We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules

162
M
3 days ago
M
MuneebNew Participant
asked in Mobile SDKs
Fatal Exception: java.net.MalformedURLException: no protocol

We are experiencing a few crashes with the following exception on Intercom Android SDK 15.10.13. Fatal Exception: java.net.MalformedURLException: no protocol:        at java.net.URL.<init>(URL.java:601)       at java.net.URL.<init>(URL.java:498)       at java.net.URL.<init>(URL.java:447)       at io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel.prepareBitmap(PreviewViewModel.kt:275)       at io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel.access$get_state$p(PreviewViewModel.kt:35)       at io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel.access$prepareBitmap(PreviewViewModel.kt:35)       at io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel$saveImage$1.invokeSuspend(PreviewViewModel.kt:89)       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)       at kotlinx.coroutines.internal.LimitedDispatcher$Worker.run(

00
M
3 days ago
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williamharryNew Participant
asked in Workspace Data Management
Automating Data Segmentation for Targeted Messaging

How can I effectively automate data segmentation in Intercom for more personalized and targeted messaging? more information is that  I'm looking for best practices and tools that can help streamline this process without requiring constant manual updates. Specifically, I want to segment customers based on behaviors, demographics, and engagement levels, ensuring that the right messages reach the appropriate audience automatically. Are there any workflows or integrations within Intercom that make this easier to manage, especially as customer data continues to grow? Additionally, how can I ensure that the automated segments remain dynamic and accurate over time as new data is collected?    

10
W
3 days ago
johntyson
johntysonNew Participant
asked in Workflows
How to Optimize Intercom Workflows for a Small Team?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

170
johntyson
3 days ago
J
John Raynold BalacanaoNew Participant
asked in Reporting
Calculation Formula

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

50
J
3 days ago
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Терра Поддержка ПриложенияNew Participant
asked in Mobile SDKs
How can i change the position of incoming message of intercom in mobile app? with SDK

the displayed message interrupts the use of the bottom navigation barHow can i change the display of position message?

91
Nathan Sudds
Top Expert
6 days ago
F
Felix EigenmannNew Participant
asked in Apps & Integrations
Link Intercom with Microsoft Dynamics

Hi everyone, I am currently trying to link Intercom to our CRM Microsoft Dynamics. Is there a way to view the Intercom Ticket data on Dynamics so all our customer data is on one page? I am trying to do it with Zapier, but I do not have good knowledge of Dynamics. Does anyone run a similar setup that I am trying to?

160
F
7 days ago
K
Krish PatelNew Participant
asked in API & Webhooks
Intercom API - Reply ticket attachments

The attachments that are upload through the browser are working fine as seen in the image and json file attached (red sample label image)But attachments that are uploaded and attached to replies are not working as expected. The files are uploaded correctly and are attached to the tickets parts (id 265 and 266). If we visit the file url then the image works correctly. But on the browser the images are not showing up (as seen in the screenshot).I am unsure what I am doing wrong?{ "type": "ticket", "id": "70", "ticket_id": "11", "ticket_attributes": { "_default_title_": "examplecompany@verun.com", "_default_description_": "@Services:\nBuilding & Property Wash\n-\n@Rooms:\n\n-\n@Message:\nasdfasdf" }, "ticket_state": { "type": "ticket_state", "id": "1", "category": "submitted", "internal_label": "Submitted", "external_label": "Submitted" }, "ticket_type": { "type": "ticket_type", "id": "5", "name": "Job", "description": "Job", "icon": "👷",

00
K
7 days ago
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