Settings, Security & Permissions

Set your team up for success with permissions and roles in Intercom

  • 99 Topics
  • 181 Replies

99 Topics

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Aleksandra MakówkaNew Participant
asked in Settings, Security & Permissions

Limiting teammember to a specific inbox

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

0
A
1 day ago
J
J.T.New Participant
asked in Settings, Security & Permissions

Microphone permission now required for Android?

It looks like Intercom added microphone support recently (android.permission.RECORD_AUDIO) but it appears to be required not optional - this is reducing the number of devices we can install on - specifically some tablets that don’t have microphones.  It seems like this should be optional by default? I think you need to add:<uses-feature android:name="android.hardware.microphone" android:required="false" />

2
Jacob Cox
11 days ago
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Robyn ThorpNew Participant
asked in Settings, Security & Permissions

Enabling SCIM

We have SSO already implemented via Okta for our workspace.IF/When we implement SCIM provisioning...will it just “sync” the existing users?Also, do you have other documentation on this other than this:System for Cross-domain Identity Management (SCIM) Provisioning | Help Center 

1
bernice
17 days ago
Brent
Super User
BrentExpert User
asked in Settings, Security & Permissions

Tips and tricks for changing brand / company name

Hey all! We are about to change our company name and branding and I’m going to be looking into what needs to happen in intercom. There will be changes to URL’s and email addresses etc, as well as branding the messenger etc, but in the hope that I make this as smooth as possible for our customers, I was wondering if anyone has been through this process and if there is any advice, gotchas, must do’s that you experienced?

2
Brent
Super User
1 month ago
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victim manNew Participant
asked in Settings, Security & Permissions

ender email address

Hello team,Could you tell me which permission is necessary in a custom role  to an invited user in an organisation to access sender email address while he can add/archive/edit a custom email addresses? Let me also share the screenshot of it for the clear preview of it. 

1
Jacob Cox
1 month ago
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victim manNew Participant
posted in Settings, Security & Permissions

Sender email address

Hello team,Could you tell me which permission is necessary in a custom role  to an invited user in an organisation to access sender email address while he can add/archive/edit a custom email addresses? Let me also share the screenshot of it for the clear preview of it. 

1
V
1 month ago
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User1122New Participant
asked in Settings, Security & Permissions

How can I change or remove my Authenticate domain and put a new one?

Our company did a rebranding and changed their domain and we need to change this domain in Intercom too but I don't find any edit or remove button.

2
D
3 months ago
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Cleiton SantosNew Participant
asked in Settings, Security & Permissions

Different service methods

Hello.I need to know if in intercom it is possible to configure service via chat in a time range, for example from 9:00 am to 6:00 pm from Monday to Friday and on other days and times the service will be via ticket. Is it possible to use this configuration?Another point, is it possible to add a contact and activate it via WhatsApp?Thank you very much in advance.

1
Racheal
3 months ago
Y
YochingNew Participant
asked in Settings, Security & Permissions

Intercom Support - No Response

Has anyone else experienced a lack of response from Intercom Support?I attempted to upgrade my plan through the start-up program, but the process failed. Unfortunately, I have not received any response, and now my trial has ended, leaving me unable to respond to my clients. This situation is incredibly frustrating, especially considering that Intercom claims to offer 24/7 support. Initially, I couldn't submit the application as expected, so I sought confirmation from the support team while I was still in the trial period. EVERYONE assured me that I could submit it without any error until my trial ended. However, the reality is that I am still stuck here, and no one has replied to my messages.

1
Shauna
6 months ago
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Patrick H13New Participant
asked in Settings, Security & Permissions

Can I migrate content between workspaces?

If I were to create a test workspace and work on a resolution and custom bots, can I migrate this over to a production workspace? If so, what are the limitations of migrating between workspaces?

7
J
6 months ago
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Glen CocoNew Participant
asked in Settings, Security & Permissions

Workaround for CNAME requirement - two workspaces, one domain

Hi - I’m looking to set up 2 workspaces since we’re a marketplace - but i’d like to connect/authenticate the same domain for both workspaces. I already connected one domain successfully, but now i’m looking to do so for the second workspace.However, there seems to be a limitation where CNAME records that have name: intercom._domainkey.OURDOMAIN.COM can only have one unique value, etc. Is there a workaround for this such that we’re able to authenticate the same single domain for 2 workspaces?

1
Eden
6 months ago
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Rolan ReichelNew Participant
asked in Settings, Security & Permissions

Intercom set up general

Hey, we are looking for some one who can help us maximize our intercom set up.  We are a start up, small budget but light work for an expert :) 

1
Milan
Top Expert
6 months ago
Pat Barlow
Pat BarlowNew Participant
asked in Settings, Security & Permissions

Custom author attributes - pronouns

Hey all!I’m just wondering if there is any way to add custom author attributes in Intercom? I’d like to allow teammates to add in their preferred pronouns so that they can be added into email signatures as something like:{{ message.author.pronoun }}I haven’t been able to find anything yet, let me know if this is possible at all, or if there is a workaround!

1
Racheal
6 months ago
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Biologie e-learningNew Participant
asked in Settings, Security & Permissions

Assistant virtuel

Bonjour, Nous n'arrivons pas à retirer l' assistant virtuel.Pourriez-vous nous aider svp ?         

1
Jacob Cox
7 months ago
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User14New Participant
asked in Settings, Security & Permissions

Account was deactivated - how to activate it back?

Hi there,We have an existing subscription with Intercom. The subscription was deactivated due to the unpaid invoice and now we've lost access to the Inbox and can't answer and help our customers.We have successfully paid for the outstanding invoice, however we still don't have access to our Inbox.Could you please activate the account as soon as possible as this impacts our reputation with our customers?thank you!

1
Racheal
7 months ago
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Nayla FerreiraNew Participant
asked in Settings, Security & Permissions

Intercom Support - I'm not receiving answer

Hello,Has anyone else noticed that the support replies are taking longer than a business day, or is it just me?I've been trying to deactivate a trial, but I haven't received a response since last week. Additionally, there doesn't seem to be a way to cancel using the platform itself.Could someone provide assistance?Thank you very much,

2
N
8 months ago
E
Emil HNew Participant
asked in Settings, Security & Permissions

Better SSO

Curious if anyone’s had good luck with a better SSO implementation & intercom? 

1
Racheal
8 months ago
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Bill ThomasNew Participant
asked in Settings, Security & Permissions

Unable to change subscription

We have signed the order form for a Support Pro plan. But we are now still in Starter plan.Right after we signed the order form, the Support Pro subscription showed up on the Subscription page. However, the Starter subscription was also listed on that page, which does not make sense. Aidan Simpson told us that it is better to cancel the Starter subscription. So, we went to the Subscription page and did the cancel. But this has caused the Support Pro subscription to be cancelled instead.So, now we are stuck in Starter plan. Our usage has been severely impacted by this.We have been trying to contact via Live Chat or email Aidan Simpson directly. It is the 4th days now, we still haven’t heard anything back from Intercom.What we needWe need to subscribe to the Support Pro plan and remove the Starter plan immediately!! This is our app URLhttps://app.intercom.com/a/inbox/bumuw2dq

1
Shauna
9 months ago
S
Stuart MaythamNew Participant
asked in Settings, Security & Permissions

unable to add team mates

I'm unable to add team mates as it says "identity verification. We've prevented your workspace from sending email, including invites, as your workspace failed our workspace review process. Please contact customer support or visit our Help Center for more information."  

1
Jennifer K
9 months ago
M
max_tigerNew Participant
asked in Settings, Security & Permissions

Account was flagged for potential abuse.

i register ChatGPT i get following error msg when i use phone number verificationYour account was flagged for potential abuse. If you feel this is an error, please contact us at help.openai.com but the help.openai.com can not solve my prolem.  

2
Jacob Cox
10 months ago
T
Tyler KNew Participant
asked in Settings, Security & Permissions

How to integrate Intercom with Azure SAML SSO

Trying to integrate SSO with azure ad and currently get this error The response from your identity provider didn't include firstName and lastName. Add these attributes in order to continue.

2
C
11 months ago
R
rob.visserNew Participant
asked in Settings, Security & Permissions

missing header Strict-Transport-Security

When evaluating the headers of our Help page, help.caredove.com, the results come back indicating a missing header for Strict-Transport-Security. I used Probely’s Security Headers page for this test: https://securityheaders.com/Is this something that I can change in our Help page configuration? If not how can I go about getting the header changed?The scan shows up 2 additional missing headers, Referrer-Policy & Permissions-Policy, but those are relatively new and do not penalize us as much at this time. Thanks, rob

3
R
11 months ago
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User1231New Participant
asked in Settings, Security & Permissions

How to remove users from a company

It is necessary to remove from this client all the companies assigned to it. How can I remove them all at once?There is a user who is in more than 100 companies. Go to each to delete a very long time. How can I delete all at once?   

1
Racheal
11 months ago
Adrian Love
Adrian LoveNew Participant
asked in Settings, Security & Permissions

'Lead email identification' toggled on. Not enough to prevent lead duplicates across devices?

hey folks 👋I have this option set in the security settings, with the understanding that it will add identifiers to leads when they click-through on emails.But! Today I’ve encountered a case where an existing lead ended up with a duplicate record when they clicked-through an email on a different device than the one they initially used to open / interact with that email. Am I wrong in my understanding that this setting should serve as a fallback when a lead lands on our site via an email on a different device/without the initial/last cookie for reference?NB - The page views logged on the duplicate lead show that the URL parameters from the email click were passed-through, so it’s not a case this lead was using a browser setting / extension to strip the tracking IDs.TIA!Adrian

2
Adrian Love
1 year ago
S
StuartNew Participant
asked in Settings, Security & Permissions

Limiting access of team members to Outbound, Articles and Operator?

Hello Intercom Community! The (relative) recent updates to team’s and teammates’ allow us workspace managers to set permissions very cleanly, and it is a great way to restrict certain teammates from accessing inboxes, customer data, or change settings. However, this is not the case for the menus ‘Outbound’, ‘Articles’ and ‘Operator’, where any one in the workspace can access these menus and apply changes to many of the things available there (live messages, bots, etc.).Is there any one to prevent any access at all to these pages? Just like with the menu ‘reports’, in which when one doesn’t have permissions to access it, they are prevented from even loading it altogether. Thank you 😊 

1
Racheal
1 year ago
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