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Settings, Security & Permissions

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

  • 118 Topics
  • 235 Replies
118 Topics
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Muhammad_UNew Participant
asked in Settings, Security & Permissions
Chat not working

Hello,I work on a platform and they are using intercom for their live support chat. I am using for several months and it worked perfectly. But now for over a week, it keeps loading here:  I’ve talked with them via email and even they’re shocked. They don’t know what’s wrong, neither do I. I’ve cleared cache, relogged in, and changed browser, nothing worked. Can anybody please help me out in this regard? Thanks in advance!

493
Nur Nahid
Super User ✨
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Sego55New Participant
asked in Settings, Security & Permissions
Dynamic Help Center Login Link

Hi , I am a junior Developer and I have sat up Intercom in my website which has multiple users with different groups or companies so to say, Right now the Integration inside my website is working as it should be, the users i got them from my backend and pass the infor useing tkoen to my Frontend and the audiences is working fine, so i get to know the user and everything from my own website without asking him to sign in, he already did in my app. right now if he clicked a link for Intercom help center which is open in helpcenter there is no way that he could see the article untill he logs in, "Unable to load this article, you may need to sign in first" with the button url.and the Login link which i should be doing is something like this , https://mycompany.login/{group}/the group part shoud be dynmaic and should be passed from my frontend, how to do it please if you could help.also after I login successfluy using my link I want to redirect to the same Intercomaticle  i suppose i could d

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Henrik R
Henrik RActive User
asked in Settings, Security & Permissions
Is Intercom fully compliant with the European Accessibility Act (EAA)

Hi,We’re currently reviewing our platforms to ensure they meet the requirements of the European Accessibility Act (Directive (EU) 2019/882).For support services such as Intercom, the EAA requires that: Help desks, call centres, technical support, relay services, and training services provide information on the accessibility of the service. Services must be compatible with assistive technologies (e.g., screen readers, braille displays, voice input). Support and communication must be offered in accessible modes (not only voice but also text, relay, or other inclusive formats). Documentation and guidance should be provided in a clear, understandable, and perceivable format. This is meant to ensure that customers with disabilities can get support in a way they can actually use. For example: A deaf customer might need a text-based chat or relay service. A blind customer might need documentation in a format that works with screen readers. Training on how to use the service with ass

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Henrik R
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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.

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mateusz.leszkiewicz
Intercom Team
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Jess LNew Participant
asked in Settings, Security & Permissions
Removing teammates and how conversations reassigned impact reporting

Hello! We frequently use conversations assigned as a daily/monthly metric for reporting purposes. When we remove a teammate and reassign conversations to another Teammate (usually myself), all those conversations appear in the daily reporting. To resolve this, I have to filter myself out of the reporting. This has a significant impact on a lot of our reports that are filtered by teammate and conversations assigned. Is there a way to remove a teammate from Intercom without having conversations reassigned appearing in the reporting? 

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Intercom Team
Soniak
SoniakConnector
asked in Settings, Security & Permissions
Help me turn off Fin

Hi!We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox: It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.Any help would be so appreciated! Thanks

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Soniak
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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.

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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?

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MairaSen
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Gerald PradoNew Participant
asked in Settings, Security & Permissions
How do I re-order Apps in the Details panel for a team?

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

281
Nathan Sudds
Top Expert ✨
Shauna
Intercom Team
ShaunaIntercom Team
asked in Settings, Security & Permissions
Can I merge 2 different workspaces?

I have 2 separate workspaces but I don't need 2 anymore - I want to merge them both together so I can have everything all together.

3592
TBelevska
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Sunny RaiNew Participant
asked in Settings, Security & Permissions
cookie forwarding

My configuration to restrict article to certain customers (audience) is not working. i have setup a custom domain and the security protocol is active "HTTP (quick setup) Active" but when I go to select audience, the plus button is still grayed out. I was also told I need to enable cookie forwarding but am not sure where to do that? We use godaddy to host our website. Any guidance on how to do cookie forwarding?

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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?

1182
Jacques Reynolds
Intercom Team
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!

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Patrīcija
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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 

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Emilygav
Intercom Team
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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?

981
Emilygav
Intercom Team
Nurit
NuritActive User
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.

741
Nur Nahid
Super User ✨
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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" />

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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  };

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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?

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bernice
Expert User ✨
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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?

6653
Nathan Sudds
Top Expert ✨
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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

941
Jacques Reynolds
Intercom Team
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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

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bernice
Expert User ✨
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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.

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Intercom Team
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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

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Employee
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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)

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Nathan Sudds
Top Expert ✨
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