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Settings, Security & Permissions

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

  • 111 Topics
  • 206 Replies
111 Topics
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User2524New Participant
asked in Settings, Security & Permissions
How we can limit access to phone and email data in the contacts page?

Hello everyone After testing the roles settings, we have realized we still cannot limit access to the contacts section that has all the emails and phone numbers of our clients.  It is true we can limit exporting it in CSV but we can copy paste most of the information. This is a problem for GDPR as we are planning of having a flexible workforce to do support for us.  This means that many people will have a Seat on intercom to access the Inbox and answer the customer's queries but all of them will also be able to access all that data and there is a possibility of an information leak and a GDPR fine. Has anybody faced this issue before?  Thank you

352
U
2 years ago
U
User2556New Participant
asked in Settings, Security & Permissions
What's a workspace really used for?

What's this WORKSPACE really used for?- Can we link specific workspace to specific pages a website?- how are they linked with licensing/subscription?- can we have each workspace have it's own messanger configuration?

3851
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Employee
2 years ago
F
FrédéricNew Participant
asked in Settings, Security & Permissions
How to change my dashboard language?

I'M looking to change my dashboard language to french....is that possible?

1355
F
2 years ago
J
Jazmin JConnector
asked in Settings, Security & Permissions
How can I report a critical issue with our workspace?

how to report a massive attack or have special support for urgent/emergency matters? During this monday, we received thousands of emails from suspicious senders. This attack was using an email that we don´t have in our list. It was an email xxxxxx@ourdomain.intercom-mail.comWhich means that these email was in the intercom server collapsing our inbox.Now I am not sure how to report this incident and haven´t received any support from any intercom agent.The only think we could do, was to block one-by-one, all the senders. Also, we closed the conversations with a bot.

673
Milan
Expert User ✨
2 years ago
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User2536New Participant
asked in Settings, Security & Permissions
Can we block users from different countries?

Can we block users from different countries?

3591
L
Employee
2 years ago
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Jake S15New Participant
asked in Settings, Security & Permissions
Why is my CNAME authentication failing?

First screenshot is the instruction from Intercom, the second screenshot is the input in Namecheap (our domain provider).  

2244
J
2 years ago
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GunvorNew Participant
asked in Settings, Security & Permissions
How do I change my supported attachment types?

Is there a way to permit xlsx or csv files to be sent from the system to the customer? I can only find settings on how to allow the customer to send different files in to me, but I need to send excel files to the customer.

837
G
2 years ago
D
Dorian MNew Participant
asked in Settings, Security & Permissions
How do I find my API secret?

How do I find my API secret?

4581
B
3 years ago
O
OnnoNew Participant
asked in Settings, Security & Permissions
How does the web JS API prevent altering information in the intercomSettings object?

We implement the user_hash to verify identity, but how are other variables verified? For example, a user might add or alter the "name" property of the window.intercomSettings object, or the information in the company object, even adding itself to other companies? Also, one might think to use Intercom REST API to securly add this information on user_id in a controlled manner, but then still the same question applies, how is adding/altering information via frontend prevented?

521
Eric Fitz
Employee
3 years ago
M
MktActive User
asked in Settings, Security & Permissions
Can Intercom restore contacts that been deleted or archived?

I'd like to know what backup security there is from Intercom side. If say for example our users were to be deleted by accident. Would this information be stored or backed up on your end and how does this work exactly? Thanks

3461
R
Top Expert ✨
3 years ago
В
ВладиславNew Participant
asked in Settings, Security & Permissions
how to delete a session?

Please tell me. There is a custom script:We open the tab from User # 1, write in support - we answer himOpen the second tab, exit in it and go under user number 2In the intercom we write something to user # 1We go to the first tab, where we have a window with user number 1 - messages that we sent from the intercom camehow to delete a session?

481
S
3 years ago
D
Donna BNew Participant
asked in Settings, Security & Permissions
How do I set my Default sender address to be change to 'Use teammate's Intercom account email address'?

How do I set my Default sender address to be change to 'Use teammate's Intercom account email address'?

3181
S
3 years ago
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Ricardo RNew Participant
asked in Settings, Security & Permissions
As an admin, how do I change or update the email address of a teammate?

As an admin, how do I change or update the email address of a teammate?

3631
R
Top Expert ✨
3 years ago
D
DavidsonNew Participant
asked in Settings, Security & Permissions
Unable to add teammates to developer workspace due to error

Hello! Our team has a developer workspace and we are unable to add new teammates due to an error.  Regardless of whether an inbox seat is assigned or not and which permissions are set, when trying to send invites to the new team member(s), an error message appears: “Cannot convert undefined or null to object”. We have tried different combinations of permissions and having an inbox seat, but the error persists. The invites are not sent and we are stuck on the “Set permissions” screen.  We have also tried creating a new developer workspace and the same error occurs when trying to add the new teammate(s).  There is a corresponding error log in the browser console: /ember/inbox/pricing_migration/migration_states/wmvkgtzf?app_id=wmvkgtzf:1 Failed to load resource: the server responded with a status of 404 () Any help or insights would be appreciated, thanks in advance!

533
R
Top Expert ✨
3 years ago
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User735New Participant
posted in Settings, Security & Permissions
Why is my custom domain not authenticating?

I authenticated the intercom CNAME record but not the outbound CNAME record. They both use the same domain administrator.I also confirmed with my domain provider which is Moniker that is set in a right way. Also, I have waited for the propagation! Help!

281
Eric Fitz
Employee
3 years ago
K
Kelly ANew Participant
posted in Settings, Security & Permissions
Domain authentication is failing for one but not both CNAME method authentications

For authenticating my domain, I have successfully authenticated the intercom domain key CNAME but not the outbound intercom CNAME. They both use the same exact process and were set up the same exact way. Anyway, one fails while the other is working.

502
Eric Fitz
Employee
3 years ago
S
Sarah C12Connector
asked in Settings, Security & Permissions
Is it possible to refresh the Test Environment to match production?

I've just inherited an Intercom instance with pretty robust rules and bots set up. I would love to run some tests on some things in a test environment but do not want to take the time to rebuild everything from production. Can I refresh the test environment to match production? Am okay with losing everything that is currently in Test.

831
S
3 years ago
B
BriannaNew Participant
asked in Settings, Security & Permissions
Can you ignore/block users from sending in personal email addresses?

Hello, to help filter messages from users we would like to know if there is a way to block personal email addresses (gmail, hotmall, yahoo, etc.) so if the person does not send a business email they will be sent to spam or be sent a bot message to provide a valid email. Thanks!

2052
S
3 years ago
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User431New Participant
asked in Settings, Security & Permissions
Why I and my team are not getting notification when a customer comes on live chat? We have all the notification settings ticked under My account > Notifications. We generally look at slack channel to see who came on chat and then view on intercom.

Why I and my team are not getting notification when a customer comes on live chat? We have all the notification settings ticked under My account > Notifications. We generally look at slack channel to see who came on chat and then view on intercom.

492
U
3 years ago
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Robin BNew Participant
asked in Settings, Security & Permissions
How to remove name from Intercom email address?

Is there a way to remove our last name from our personal Intercom email address (john.smith@guidestar.intercom-mail.com) or to change it so when we respond to users from our individual email address the users see it coming from our team email address (support@candid.org)?Thanks for any help! 

3131
R
Top Expert ✨
3 years ago
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User975New Participant
asked in Settings, Security & Permissions
Setting up default apps and settings for teammates

Currently, our teammates find they must re-set up certain areas of the Intercom whenever they use Intercom (this may be related to their seats being turned off and on each time). This is annoying for them because they need to reconfigure certain parts of the right-hand sidebar, like toggling the "Latest Conversations" box to display, and setting up the Customer Details box to display relevant fields. Is there a way to create a "Default View" so they don't need to reconfigure it every time?

1366
Eric Fitz
Employee
3 years ago
A
Alex B14New Participant
asked in Settings, Security & Permissions
Is it possible to get 2 test workspaces?

We have 2 pre-prod environments, so we would need 2 test workspaces to match

603
R
Top Expert ✨
3 years ago
T
Tony H11New Participant
asked in Settings, Security & Permissions
How can I fix an issue with teammates not receiving email invites from Intercom?

I have 6 support agents. They all use the same email platform (Google for Business). I sent new teammate invites to all 6 of them through Intercom. Three of my agents received the email and were able to get into the system. Three did not receive the invite. I've revoked and resent the invite countless times. I've verified that in "All Mail" there are zero emails showing up from Intercom. I even have the Google authentication set up and working with Intercom and that didn't fix the issue either. It's the strangest thing. We do not have any spam filtering or other anti-malware protection in place besides the standard GSuite protections and standard Microsoft Windows security. I reached out for help from Intercom Support last week and still haven't received a response. Is this company run by bots? HA! :)

3551
E
3 years ago
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Inter C12New Participant
asked in Settings, Security & Permissions
Is Intercom HIPAA compliant?

Is Intercom HIPAA compliant?

7022
R
Top Expert ✨
3 years ago
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User518New Participant
asked in Settings, Security & Permissions
We are a HIPAA compliant company and so do not want to use the JS provided by intercom due to the security risk. Does anyone know of a way to implement the service without using JS that calls every time?

We are a HIPAA compliant company and so do not want to use the JS provided by intercom due to the security risk. Does anyone know of a way to implement the service without using JS that calls every time?

234
Eric Fitz
Employee
3 years ago
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