Tips from the Intercom Team

28 Topics

Beth-Ann
Beth-AnnEmployee
posted in Intercom for Automated Support

Enabling a culture of knowledge management in your team

Hey everyone, I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful. Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Workflow from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific Workflows, where I can easily pick them up. Tickets are great for capturing all the details needed to action the request, a

5
C
8 days ago
E
Ebenezer.LaleyeCommunity Manager
posted in Tips for Developers

How to Pass a Company ID over in a Conversation.

Hey there! Ebenezer here from Engineering Support👋.We get a lot of questions on how to “Pass a Company ID over in a Conversation”. While Company data doesn't get stored in the Conversation Object, there is a way to do this!☝😎First, you'll need to create a Conversation Data Attribute that stores the specific value that you're looking to access.Next, Your team will need to perform several calls to our REST API to get the ball rolling. Initially, they would Retrieve a conversation and then locate the value for  source.author.id. This value will contain the ID of the person who initiated the conversation.A little side note; You’ll want to verify that the source.author.type is "user" for those conversations. If it's "admin" then that ID will be for a team member on your workspace who started the conversation. In these situations, you will want to dig into the conversation_parts attribute to see who the actual customer is.Once you have the ID of the User, you will then want to make a call

0
E
16 days ago
R
Ruth KEmployee
posted in Tips for Developers

Converting visitor to lead by passing anonymous email

Using our JS API, it is not possible to update the email field of a visitor type contact with the standard Intercom('update', {"email": "rk.test@testing.com"}); Doing so will result in a 403 error. However, using a parameter in the JS API called anonymous_email will allow you to convert a visitor to a lead via the JS API without running into any issues. Use the update method to pass through the email of the visitor without needing to set up REST API calls to achieve the same result. Intercom('update', {"anonymous_email": "test@example.com"});

1
F
20 days ago
Shauna
ShaunaCommunity Manager
posted in Getting started with Intercom

Why are users disengaging from my Series? How do I re-engage those users back into the Series?

Hey, I’m Shauna - Technical Support Specialist with Intercom 👋I’ve had a lot of interactions with customers who are querying why their users disengaged from the Series and how to re-engage them - so I’m here to help 🚀 To start out at the root of it - why are users disengaging from a Series? Disengaged Users are users who haven’t qualified for the next block in their path or users who haven’t come online to receive a message within the set timeframe.Note: If using the "try to match once" rule, a user will disengage as soon as they reach this block if they do not match the rules at that time. If users will need time to match the rule block, try using the "try to match for X days" rule. This rule means that users will stay at this block until they match the rules and then proceed down the path, or they will disengaged after 'X days' have passed.Some other examples where Users can disengage is in the case of an Email or SMS - the user could be:Unsubscribed from Emails or SMS On the Hard

0
Shauna
23 days ago
Jacob Cox
Jacob CoxSr. Technical Support Engineer
posted in Intercom for Human Support

Delete a Single Conversation Directly From Your Help Desk

Have you ever found yourself pounding your head against the wall trying to figure out a simple way for your team to delete a single Conversation in Intercom? For a long time the only way to delete a conversation was by deleting the Intercom User or Lead associated with the Conversation. But by doing this you not only delete that single Conversation, you also delete that User/Lead and every other conversation that is associated with them. Recently our Engineering team added a ‘Delete a Conversation’ call to the Unstable version of our REST API. This new endpoint allows your team to delete a single conversation from your Intercom workspace without having to delete the associated Intercom Contact! This is a step in the right direction, but making an API call isn’t always super convenient. Also, those three letters API, can strike fear in the hearts of those customers who don’t have a little bit of coding experience under their belt. What follows is a solution for deleting a single convers

0
Jacob Cox
25 days ago
Larissa
LarissaEmployee
posted in Getting started with Intercom

When should I use conversation tags and conversation attributes?

Hey, I’m Larissa, a Customer Support Specialist with Intercom. 👋We often get asked what is the difference between conversation tags and attributes. Whist they can easily be confused, they can be used in different ways.Conversation Tags are tags that are applied to individual responses in a conversation. Tags can be applied by teammates, bots, and/or rules. These tags are helpful to flag and categorize information. You can apply multiple tags to the same conversation and they can be completely different. Let’s say that on the same conversation a customer asked for a feature, complimented another one and was really happy with the support given. This conversation could have three tags: ‘feature request’, ‘positive feedback’ and ‘good interaction’.Conversation Data Attributes are more structured than tags. You define specific information that you would like retrieved from a conversation, like specific numbers, text, true/false responses, priority, etc., and then it becomes categorized to

0
Larissa
1 month ago
Jennifer K
Jennifer KCustomer Support Specialist
posted in Getting started with Intercom

Guidance on how to set up different workflow triggers with rules and conditions and understand their prioritisation

When creating a Workflow, there are multiple Triggers to choose from and it's important to note that once you chose a Trigger and set the Workflow live, you cannot change the Trigger type.Each Trigger has a different purpose and there are 14 Triggers that can be used depending on if you are creating a Workflow for a Conversation or for a Ticket.This article goes into more detail on what each trigger does and their common use cases 📄- https://www.intercom.com/help/en/articles/7434613-introducing-triggers-for-workflowsYour Workflows always run in sequential order. Customers only experience the first customer facing Workflow they match which is why we recommend having different audience rules in your targeting if you have multiple Workflows with the same trigger as if you have the same audiences and same triggers, only the first Workflow will fire.You can read more on how to manage the order of your Workflows in this article below 👇https://www.intercom.com/help/en/articles/7857645-manag

0
Jennifer K
1 month ago
mateusz.leszkiewicz
mateusz.leszkiewiczCommunity Manager
posted in Getting started with Intercom

What to do when Product Tour is not firing? (Troubleshooting guide)

Your Product Tour may not be showing or sending for a number of reasons. I'll review a few, but let me know if this does not sound familiar to you. Intercom Messenger must be installed on the page the tour is built on. If Messenger isn’t installed on the page you built the tour on, the tour will not work. To make sure your Messenger is installed, you can check your Network tab in your Browser Developer Tools (Fn+F12) and put Ping in the search bar. If there are some logs, it means that Intercom is installed on your website. 👇     If a user matches for multiple tours at the same time through the “Show tour automatically” audience rules, we will only send the user the most recently updated tour by date. The audience rule might not be set up correctly in “Show tour automatically.”. For example, this could be set up for users rather than leads (you can click on the toggle there to change the audience). The page URL in the audience rules in “Show tour automatically” may be incorrect.

0
mateusz.leszkiewicz
1 month ago
aykut.aydin
aykut.aydinCustomer Support Engineer
posted in Intercom for Automated Support

Enhance Customer Satisfaction with Automated CSAT Follow-Up Actions in Your Workflow

Customer Satisfaction (CSAT) is a crucial metric for any business aiming to deliver exceptional customer experiences. Taking the initiative to understand and act upon customer feedback is essential for continuous improvement. Here, I’ll guide you on how to ask for conversation rating and take follow-up actions based on the given rating in Workflows. Step 1- Create a Workflow by going to Automation > Workflows > New Workflow. Select “Create from scratch” and then select “Teammate changes the conversation state” trigger type. Step 2- Choose “Closed” in the below section. This means, the Workflow will trigger when the conversation is closed  Step 3- Now you can add the first action of your Workflow. Ask for conversation rating. Step 4- Enable the below toggle to make sure your Workflow doesn’t proceed to the next steps until the customer gives a rating. If you don’t enable this option, the Workflow will proceed to the next step without waiting for the customer to provide a rating. S

0
aykut.aydin
1 month ago
Sarah H11
Sarah H11Custom Support Specialist 2
posted in Getting started with Intercom

Why does my Email audience count look less than I expect?

When creating a Proactive Email, we often get asked why the audience size is smaller than using the same filters in the Contacts page. Let’s break down the main reason this can happen!With email messages, we automatically exclude users that:Don't have an email Have unsubscribed from you Have marked your emails as spam Have bounced any emails you've sent to themIf you want a more accurate list of the users who would be in your email audience, you can see this in Contacts by using the same filters in your message and then additionally adding Email is unknown and Unsubscribed from Emails is false or Marked email as spam is false or Has hard bounced is false.  

0
Sarah H11
1 month ago
bernice
berniceCommunity Manager
posted in Tips for Developers

Intercom specific CSS selectors for Product Tours

Hey, I’m Bernice, a Customer Support Engineer with Intercom 👋🐝 An issue we often see users face when building Product Tours & Tooltips is that their selector cannot be found on the page the Tour is being built on.A guaranteed way of making your Product Tour display as expected is editing your CSS selectors to the Intercom specific ones provided -[data-intercom-target="Specific element name"]You’ll find more on this method in this article from our Help Center 📌 

0
bernice
2 months ago
Jacob Cox
Jacob CoxSr. Technical Support Engineer
posted in Tips for Developers

Export Your Intercom Conversations to Third Party Tools

When managing conversation history, it’s not uncommon for Intercom customers to need to export the full contents of a Conversation from Intercom into a third party tool. Depending on the information needed there are a few different approaches to take.  If you don’t need the full text of the Conversation, rather you only need to export the data around the text (ex. which customer you’re speaking to, which admin handled the conversation, etc) then there are 2 different ways to get this data.Option 1: Via the Data Export option in our Reports 1). In the Reports section of your Intercom workspace click on the Data Export option, click on the Conversations or the Tickets tab (depending on which you want to export), and choose your timeframe and any filters that you want to use.2). Choose which fields you want to include in the export from the 4 dropdown menus under the Select Fields to Export section.3). Click on the Export CSV button. An email with a CSV file of those Conversations will be

2
Jacob Cox
2 months ago
Pavel Kozlov
Pavel KozlovEmployee
posted in Intercom for Automated Support

Using Apply rules step in Workflows to tag conversations based on specific keywords

Hello Intercom community, Pavel here, Engineering manager from Automation group at Intercom.  We recently shipped the “Apply rules” step to our Workflows. This step is essentially a “case” statement that allows to apply multiple sets of actions based on specific conditions for each set.What I wanted to share in this post is how well this step handles a very popular use case of tagging conversations based on keywords.Before this release you could do it only using rules, and you had to create a rule per each keyword. Now you can do the same work in Workflows using just one Workflow.Here’s how it works:  Go to Workflows and find “After a customer sends any message trigger”   Add the “Apply rules” step​ ​​​​​​  Set up keywords/tags pairs   Set your Workflow live!  Hope it helps! Cheers,Pavel 

4
E
2 months ago
Sarah H11
Sarah H11Custom Support Specialist 2
posted in Intercom for Human Support

Target messages to users based on Survey responses

Hey folks 👋 I'm Sarah, a Customer Support Specialist in Dublin, we may have spoken before if you've ever written into the support team. A common question I get asked, is if it’s possible to send follow up messages to users based on their response to a Survey and the answer to this is absolutely! When you create a Survey in Intercom, you can choose to save the Survey answer the user selects as a user attribute by clicking here 👇 You can then create a Proactive support message, to follow up with users based on the answer they have chosen, by using this attribute in the audience rule 👇 The above Email will now send to users who have rated less than 3 in the Survey.  Hope this helps and happy Surveying!! 😊

0
Sarah H11
4 months ago
Jacob Cox
Jacob CoxSr. Technical Support Engineer
posted in Getting started with Intercom

Harness Webhooks in Your Series to Send Survey Responses to Slack

As a Customer Support Engineer, a common question I get from customers is, “Can I send Intercom Survey results to Slack?”The answer is a resounding “Yep”! In fact, it’s possible to do this within Intercom without having to write a single line of code. (Though a little knowledge about how APIs work never hurts 😀!) What you’ll need to do this: Slack’s API docs An Intercom Subscription that includes both Series w/Webhooks and our Surveys product. Create the Series Create a new Series in your workspace and set up your Audience rules to filter for your intended Survey audience. In my example, I want to send a Survey to all of my customers who have signed up for my product in the last 90 days. This Survey can send on any URL that my Intercom workspace is installed on. Create and Add your Survey I’m not going to go through all the steps of creating a Survey. If you want to learn how to set one up you can read about that here. That said, one important thing to remember to do when setting the

0
Jacob Cox
4 months ago
Ivan Branimir
Ivan BranimirEmployee
posted in Tips for Developers

Copying your articles from US to EU/AU workspace

Hey everyone 👋 My name is Ivan and I’m a Customer Support Engineer here at Intercom. You might’ve seen my face around if you messaged our support via the Messenger 👷🏼‍♂️ Here’s a sample Python scrip you can use to copy your articles from your US to your EU workspace 👇import requests# set parameters for US and EU endpoints/headersintercom_token_us = "<YOUR US TOKEN GOES HERE>"intercom_token_eu = "<YOUR EU TOKEN GOES HERE>"intercom_us_url = "https://api.intercom.io/articles"intercom_eu_url = "https://api.eu.intercom.io/articles"# header used to get the articles from US workspaceintercom_headers_us = { "Authorization": "Bearer " + intercom_token_us, "Accept": "application/json", "Content-Type": "application/json",}# header used to create the articles in EU workspaceintercom_headers_eu = { "Authorization": "Bearer " + intercom_token_eu, "Accept": "application/json", "Content-Type": "application/json",}# store all articles in a listarticles = []# get all ar

2
Ivan Branimir
7 months ago
Brian Branca
Brian BrancaEmployee
posted in Getting started with Intercom

Trigger One Product Tour After Another

Hi, I’m Brian, a Customer Support Engineer in Chicago 👋A common question: “Is it possible to create two Product tours where the second tour shows immediately after the first one finishes?” The answer is yes! There are a few ways to achieve this.   Note: #2 and #3 will require the help of your dev team 1) Using SeriesPerhaps the simplest way to do this would be to create a Series which sends out the Tours. Then, you can configure it so when the User has completed the first Tour, the second one will be sent automatically.2) Utilize the Intercom(‘update’) methodAn alternative to using a Series would be to refresh the Intercom page after the first Tour is displayed. When you call the Intercom('update') method using some new user data, Intercom will look for new messages that should be shown to the user and will display the second Product Tour. 3) Use the Intercom(‘startTour’) methodAn alternative method would be to display the second tour when a button or a link is clicked on your s

0
Brian Branca
8 months ago
Brian Branca
Brian BrancaEmployee
posted in Getting started with Intercom

Add Product Tours to your Messenger Home

 Hi, I’m Brian, a Customer Support Engineer in Chicago 👋 Product tours are a great, interactive way to drive adoption of your product. Product Tours can be shown automatically, shared via a link, or triggered with an Intercom JavaScript method. But did you know it’s possible to add Product Tours to your Messenger Homepage using our Content Showcase app? It’s a great way to make sure that interactive and engaging information about your product is front and center and always a click away.The Content Showcase App allows you to drive engagement by featuring announcements, articles, and Product Tours on your Messenger home screen or in your conversations. Let’s walk through how to add Product Tours to your Messenger Homepage.First, copy the link to your Product Tour from the Show tour everywhere section of your Tour builder  Note: Adding a tour to Content Showcase doesn’t support dynamic URLs (add attributes to the URL). See below for a workaround!  Next, navigate to your messenger s

0
Brian Branca
8 months ago
B
Brandon S13Employee
posted in Intercom for Human Support

How we manage low-touch forecasting and scheduling (partnering with Assembled)

I’m Brandon, the Workforce Manager on the Customer Support team at Intercom. My primary responsibility at Intercom is to ensure that we have the right people, at the right place, at the right time in order to answer our customers’ queries in a timely fashion - and we’ve partnered with the workforce management tool Assembled to make this process easier for myself.With Assembled, we are able to connect Intercom directly to the tool through API integration. In doing so, Assembled is able to ingest and track the number of conversations that flow through all our specific inboxes. The tool then uses this historical data, along with configurable inputs I provide, to generate future short-term forecasts. I then apply manual adjustments within the tool to fine tune a forecast that is most aligned to our business model. Once we input the team’s weekly schedule and time off into Assembled, the staffing timeline updates to display our projected supply versus our forecasted demand. I then schedule

0
B
8 months ago
D
DulceCommunity Manager
posted in Intercom for Human Support

Partnering with R&D on Bug Management

Hello Intercom Community! I’m Dulce, a Customer Support Manager here at Intercom 👋🏽 I also happen to be the newest addition to the NORAM manager crew based in the Chicago office. One of the things that has impressed me about our Support department is the partnership we have in place with the R&D team. As Support leaders, we know the bridge between R&D and Support is a critical one to maintain for many reasons… To ensure the product is evolving in a way that strives to meet customer demand To internally prepare for new product launches and equip our team with the knowledge & resources to enable customer success To enable Support to be an efficient link between the customer and R&D on bug identification and software maintenance One of the recent projects I undertook was to do some “spring cleaning” in the bug management space. My 2 key objectives were to A) improve how we communicate with our customers on bug prioritisation & resolution time and B) provide clear

0
D
1 year ago
Declan I
Declan IVP, Customer Support
posted in Intercom for Human Support

Using Inbox Dashboards for a bird’s eye view of your team’s backlog

Hi everyone, Declan here, leader of our Support team at Intercom. I’ve worked with many Support tools throughout my career and one of the most important features is a real time view of the state of the queues (or “the inboxes” as we call them at Intercom). The Real-time dashboard feature within Intercom is my go-to space every morning and throughout the day to understand how many conversations are waiting, for how long and for which sub-teams within my organisation. This gives me the high level overview I need and helps me pinpoint where I need to follow up with my team to re-allocate resources or strategise around further capacity planning. You can learn more about the feature here and you can use whatever filters make sense for you and your team, but I would recommend always keeping an eye on Waiting for First Reply. This shows you how many customers have opened a conversation but have not had anyone from the team respond to them yet, which we refer to as our backlog.  How manageable

0
Declan I
1 year ago
R
Ruth KEmployee
posted in Tips for Developers

Targeting Mobile Screens for Proactive Support Messages

Proactive Support Messages can be set to only display on a specific URL in the Where to send section of the settings. This is really useful for delivering content to end-users on the page that is relevant to the message. However, this can pose an issue for users on mobile devices where the Intercom SDKs are installed as there is no specific URL that can be targeted. As a workaround for this, a custom attribute can be set up for tracking the screen that the mobile user is currently viewing. By sending this data to Intercom and storing it in an attribute, it's possible to send messages targeted to mobile users on a specific mobile screen that they are currently viewing. To do this -  Create a custom attribute - for example, called 'current_screen'. This will be used to store the data which is sent to Intercom each time the user navigates to a new screen in your mobile app. This can be done for all screens in your app or just the ones that require targeted Intercom messages.  Implement

0
R
1 year ago
Jordan S11
Jordan S11Employee
posted in Intercom for Automated Support

Supporting Customers When Releasing New Products

Hello Intercom Community! Jordan here - first time poster, long term Community fan. I am a program manager on our Support Operations team. I am currently heading up our new product introduction (NPI) program, specifically helping our Customer Support team plan for inbound volume and supporting Customers with their adoption of Intercom’s new products. When preparing for new releases, one of the most important things we prioritize are self-serve resources. These resources allow Customers to find the answers they are looking for without being required to talk to a human. Intercom allows us to create a cohesive suite of self-serve resources using the Help Center, Custom Answers and Workflows. How this might look: Your Customer writes in via your messenger wanting to learn more about how to set up X new feature using recommended best practices. A Custom answer immediately jumps in to help, offering a brief overview of best practices for implementing X product as well as a link to a Help Cen

0
Jordan S11
1 year ago
Andrew R12
Andrew R12Employee
posted in Getting started with Intercom

Fine Tuning The Customer Follow-up

Hi Support Leaders!I’m Andrew, a Customer Support Manager here at Intercom 👋When was the last time you or your team revisited how you follow-up with customers reaching out to your team? Following up on support requests can take up a lot of time and bandwidth for you and your team - however Intercom has a number of features you can leverage to automate this process & streamline it when a human touch is needed. This not only opens up your team’s bandwidth to focus on customers waiting to hear from you, but can also help reduce your team’s time to close metric for customer interactions. One of the first things I recommend to teams looking to streamline their follow-up workflows is to use Intercom’s Snooze feature. This is great because when your team sends a reply to a customer, they can ‘snooze’ the conversation for a set amount of time which doesn’t necessarily close the conversation but rather keeps it in an ‘open but not visible’ state in your team's inbox. This means that only t

0
Andrew R12
1 year ago
Michelle F12
Michelle F12Employee
posted in Tips for Developers

Using your Support team to proactively help customers get the most out of their plan 💡

Hey Support Leaders 👋 I’m Michelle, and I’m a Support Manager here at Intercom.  I wanted to share some insight into something we’ve been working on within our Support team over the last few months that I think might be useful to others across the industry. With customers all over re-evaluating their tech stacks and looking to minimise costs where possible, it’s more important than ever to ensure that they are getting the most out of your product, and really getting to see the value it has, to help inform their decision making.  At Intercom, we spotted an opportunity to utilise our own Support team (who are speaking with hundreds of customers every day), to proactively flag with customers when they are not using features within their subscription (that they’re paying for!), so that they can see the full power of what they can do with Intercom.  The problem we faced, like most Support teams, is that we did not have a tonne of capacity to spare for our team to take on the additional wor

0
Michelle F12
1 year ago
Ask a question
Terms & ConditionsCookie settings