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Settings, Security & Permissions

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

  • 114 Topics
  • 211 Replies
114 Topics
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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?

161
J
12 hours ago
Patrīcija
PatrīcijaNew Participant
posted in Settings, Security & Permissions
Personalized Notifications for CS Teams in Intercom

Hi everyone,Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider. However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments. I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

81
Shaq Payne
Intercom Team
2 days 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?

84710
J
28 days ago
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ImagineNew Participant
asked in Settings, Security & Permissions
Google Group Alias

Hi everyone,We’re working on setting up email aliases to route specific queries to a main inbox (support@....com) while keeping them categorized separately by type (e.g., premium, legal, billing).For instance, we want emails sent to premium.support@....com or legal.support@....com to be forwarded to the main support inbox, but with tags that categorize them as “premium” or “legal” accordingly.Could anyone assist with configuring these aliases so that customer queries are correctly tagged when they land in the main inbox?Thanks 

231
Emilygav
Intercom Team
1 month ago
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Dev TemNew Participant
asked in Settings, Security & Permissions
Redirect back to page articles after login

Hi team, I am a new developer, and I need your help.I have a website for users with domain app.xxx.com, and a support website with articles support.xxx.com. I am setting my page articles to private access, so if the user is not logged in, they will see the message "Unable to load this article, you may need to sign in first" with the button url.I am looking for a way that after clicking the button url, it redirects from page support.xxx.com/en/articles/yyy to our login page app.xxx.com, after login it redirects back to the page articles support.xxx.com/en/articles/yyy. i can do that if i add query return_to = support.xxx.com/en/articles/yyy. But each page will have a different url, is there a way i can get the current url address and set it to the button url?

221
Emilygav
Intercom Team
1 month ago
Nurit
NuritConnector
asked in Settings, Security & Permissions
Custom action for workflows only

Currently, custom actions are available in the settings to Fin or workflows and helpdesk. We'd like to add actions that are available only in workflows and cannot be accessed through the helpdesk. Separating these two options in the custom action usage setting would be very beneficial.

201
Nur Nahid
Super User ✨
2 months ago
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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" />

4486
A
2 months ago
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ivangNew Participant
asked in Settings, Security & Permissions
[Intercom] Launcher is disabled in settings or current page does not match display conditions

I experience the console message [Intercom] Launcher is disabled in settings or current page does not match display conditions, but I have hidden the default launcher as I have implemented my own launcher.  I would not expect to see the console message in this case, but it does appear.These are my settings below, am I missing something?window.intercomSettings = {    api_base: "https://api-iam.intercom.io",    app_id: "<my app id>",    hide_default_launcher: true, // Hides the default Intercom icon    vertical_padding: 60  };

4232
I
3 months ago
M
markwNew Participant
asked in Settings, Security & Permissions
web install visitors - Launcher is disabled in settings or current page does not match display conditions

I’ve tried everything in the doc and through other posts, but  just can’t seem to make this work. The message just doesn’t display at the bottom of the page.

17043
mateusz.leszkiewicz
Intercom Team
3 months ago
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kevateNew Participant
asked in Settings, Security & Permissions
Why is QuickBooks Payroll not updating, and how can I fix it?

I’m having trouble with QuickBooks Payroll not updating. The update either fails or gets stuck at a certain stage each time I try. Restarting the software hasn’t resolved the issue. What could be causing this, and what steps can I take to fix it?

151
bernice
Intercom Team
4 months ago
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Joel WNew Participant
asked in Settings, Security & Permissions
How do you unlock a teammates account?

How do you unlock a teammates account?

5323
Nathan Sudds
Expert User ✨
4 months ago
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Keti BosikashviliNew Participant
asked in Settings, Security & Permissions
Unique identifies

Hello,Is it possible to use the email and phone number together as a unique identifier?Thank you,Keti

451
Jacques Reynolds
Intercom Team
5 months ago
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jordanNew Participant
asked in Settings, Security & Permissions
Help needed: Completely removing Intercom from website after uninstallation

I previously had Intercom installed on my website, but I recently removed the application. However, I'm still experiencing an issue where the Intercom code continues to load, causing significant delays in page loading times. Despite uninstalling the app, I'm unable to locate the files or code responsible for calling the Intercom script in my database or codebase.I've thoroughly searched through my files but can't find where the Intercom code is being loaded from. This lingering code is negatively impacting my site's performance.Can anyone provide guidance on how to completely remove all traces of Intercom from my website? Specifically:Where should I look to find any remaining Intercom code snippets? Are there any common places where the Intercom script might still be getting called from? What steps can I take to ensure Intercom is fully uninstalled and no longer loading on my pages? Are there any tools or methods to trace the origin of the Intercom script that's still loading?Any help

1021
bernice
Intercom Team
6 months ago
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Occam LabNew Participant
asked in Settings, Security & Permissions
2FA got activated without user action - how can I recover my account if I don't have teammates?

All of a sudden when trying to log in last Monday, May 20, my colleague and I were surprised to find that 2FA had been activated on our account, even though we never activated it ourselves. Since we do not have teammates on this account we are unable to get a recovery code. We then tried to reach out to the Support team via Messenger that same day, but it’s been 3 days since and we have not gotten any response. We are now locked out of our account with no way of recovery. Could someone assist as soon as possible please?Thank you.

622
E
Intercom Team
7 months ago
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Kirill RabotaNew Participant
asked in Settings, Security & Permissions
SAML with Google Workspace configuration issues

Trying to configure SAML with Google Workspace and faced some difficulties.According to the doc:You’ll need to include this to configure SAML SSO with your identity provider.....- Encryption- AES256_CBC with this certificate:It is not clear from the document which setting this encryption must be applied to, but I assume that Intercom is expecting to receive an encrypted response from the Google Workspace IdP.The problem is that the Google Workspace SAML IdP does not support such an option. It can sign the assertion with its own certificate if needed, but it cannot encrypt the response.I also experienced a bug in the SAML configuration validation flow. I was able to pass the test and save the configuration as valid, but authentication via SAML is not working.On the Google Workspace side, I can see events of successful logins in the logs labeled SamlLoginSucceeded.At the same time, Intercom returns `We couldn't log you in because your identity provider returned an error. Contact your adm

1811
C
Intercom Team
7 months ago
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Ben HizakActive User
asked in Settings, Security & Permissions
Assign conversation to Company

Hi,When a conversation comes in, intercom assigns it to a ‘company’. I would like to a different company. How do I do that?(I’m focused on Users, not leads)

681
Nathan Sudds
Expert User ✨
7 months ago
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ccwNew Participant
asked in Settings, Security & Permissions
Is Intercom still in operation?

Hi, I have two questions. I use the messager to contact Intercom but they do not reply after 24 hours. So I have to ask here:If I cancel the subscription, will all my data be deleted after the subscription expires? How can I switch from an old plan to the new plan, since from March, 2024, the price model has changed and I want to switch from the old one to the new one. 

601
bernice
Intercom Team
7 months ago
H
HalilNew Participant
asked in Settings, Security & Permissions
Personal data sent to third parties

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

532
H
8 months ago
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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!

381
Jacob Cox
Intercom Team
8 months 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 

431
bernice
Intercom Team
9 months ago
Brent
Super User ✨
BrentSuper 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?

2992
Brent
Super User ✨
9 months 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. 

391
Jacob Cox
Intercom Team
9 months ago
V
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. 

511
V
10 months 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.

6542
D
1 year 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.

321
Racheal
Intercom Team
1 year ago
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