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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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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.

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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! 

4130
Roy
Top Expert ✨
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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?

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Eric Fitz
Employee
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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

830
Roy
Top Expert ✨
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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! :)

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Inter C12New Participant
asked in Settings, Security & Permissions
Is Intercom HIPAA compliant?

Is Intercom HIPAA compliant?

10112
Roy
Top Expert ✨
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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?

410
Eric Fitz
Employee
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Ishaan T11New Participant
asked in Settings, Security & Permissions
Why was my workspace denied?

Hey there! I tried to invite people to my workspace and it says; "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.". However, I didn't send any emails nor do anything that broke the terms? I even reviewed the Help Center page and it didn't really help with what to do if denied. I've reached out to Intercom Support 6 hours ago, and I'm still awaiting a reply; I completely understand that it takes at least 2 days for them to reply. Yet, I'm still stumbled on how we failed the process?

1060
Eric Fitz
Employee
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Hannes HNew Participant
asked in Settings, Security & Permissions
How do your companies (especially in EU/Germany) deal with data protection laws and gathering client data through intercom? Do you have a cookie opt-in/opt-out possibility?

Our company is situated in Germany and has to comply with german data protection law. We are looking for a way to give the client a) notice about data collection through intercom and b) the possibility to opt in/out to that.  How do you deal with that topic? Which solutions maybe come out of the box from intercom?  Thanks for any thoughts on that!

1050
Roy
Top Expert ✨
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BonnyNew Participant
asked in Settings, Security & Permissions
How do I configure CSP for Intercom?

Hi there, in the following page : https://www.intercom.com/help/en/articles/3894-using-intercom-with-content-security-policy this link seems not to be reachable : https://share.intercom.io.Please, is anyone know what the correct link is for our proxy ?

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Eric Fitz
Employee
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Marc GNew Participant
asked in Settings, Security & Permissions
Looking for a profound Intercom Expert which helps us setting up intercom properly backend and frontend wise.

What ever we try a new problem rises. I think we do not have a proper understanding of intercom even-though we use it for about half a year. It's time an expert joins us to advise us. Of course we will come up for the help financially. please drop a msg and let me know if YOU are interested.

200
Roy
Top Expert ✨
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Jose MNew Participant
asked in Settings, Security & Permissions
Why might you use different workspaces?

Hello! I'm new to this forum, love it! I was wondering what the main purpose for the different workspaces is? Maybe if you guys could provide some examples as to how or why you've used different workspaces. I've got my main workspace pretty much all setup and running, but just wondering as I don't wanna miss out on any other great feature that we could utilize! :)

4050
Roy
Top Expert ✨
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UgoConnector
asked in Settings, Security & Permissions
Why does Intercom handle former employees stats so poorly?

It bugs me enormously why we can't just have employee@wherever.com (deactivated) instead of having them disappear once and for all on Intercom. I can't retrieve my Support team's stats correctly from last month because I removed someone who left the company. Intercom's answer was to change their email and password and leave it there, paying their seat monthly to have access to their information.Does this make any sense to anyone?

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User333New Participant
asked in Settings, Security & Permissions
Why did office hours turn off?

Hi, have a few gremlins and need to know if due to updates either intercom or we made - however, noticed this morning when I went in the our office hours had been turned off in messenger? Could this be a result of updates or other users having a fiddle??

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Eric Fitz
Employee
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elizabethNew Participant
asked in Settings, Security & Permissions
How do I disable the integration with my email account?

I need to disable the integration with my email account, as my transactional emails are now being sent FROM intercom, which I don't want

1010
Roy
Top Expert ✨
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Katherine MNew Participant
asked in Settings, Security & Permissions
How to set up custom email address when website domain was purchased from Google Domains?

I have a Google domain set up with a business suite attached to it. How do I set up so my emails come from name@websitename instead of Intercom?

200
Roy
Top Expert ✨
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User478New Participant
asked in Settings, Security & Permissions
Billing settings and signed contract discrepancy

Our billing settings and signed contract conditions are different. This also affects invoices. I'm trying to reach anyone on this since August, but we still couldn't set this right. I've tried emails, intercom support chats, and direct approach.I overall love how intercom helps my team daily and hope this issue will be resolved soon :)

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Eric Fitz
Employee
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CeceNew Participant
asked in Settings, Security & Permissions
Verifying a domain on Bluehost

Hi Intercom community, I'm wanting to verify our domain using Bluehost but I'm having trouble understanding which values from Intercom's DKIM settings page to paste and where. Here are the fields Bluehost is asking me to fill out. Thanks in advance! 

400
Roy
Top Expert ✨
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