Why Speed Alone Isn’t Enough?
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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
Hi Intercom Community! We’re back with another Intercom Quick Win, and this one’s about managing SLAs. 🚀 Have you noticed your conversations going out of SLA before your agents even have a chance to catch up on the thread or greet the customer? This often happens because the time customers spend interacting with Fin AI Agent or going through a Workflow counts towards your SLA. Here’s a simple fix: set up a separate Bot Inbox in your Automation Settings. This way, any conversation that starts with Fin AI Agent or a Workflow will appear in a separate inbox. Your SLAs won’t start ticking until the conversation is assigned out of that inbox and into the right hands. By turning on this separate bot inbox, you can also exclude the time customers spend with Fin AI Agent or in a Workflow from your reporting. This gives you a clearer picture of how long it really takes for your agents to respond and follow up. Check out this 1-minute video to see how it works, or follow along with our help gui
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
Hey, I’m B, 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 📌
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
Want to use conversation data attributes but you’re not sure how they can help stay organized and keep track of important information in your conversations?We got you covered! 🤝 In this video, we’ll walk you through how to create and use them using real examples and use cases.You’ll learn how to:1. Set up conversation data attributes from scratch.2. Apply them inside a conversation manually.3. Automate their use with Macros, Basics, and Workflows to capture key data points from customers upfront and route conversations based on your criteria.5. Organize these attributes with Views in your inbox.6. Report on them to gain valuable insights. If you found this helpful, let us know how you intend to use them to inspire us and others! 🚀
Hey there 👋Femi here from the Technical Support Engineering team! We get some questions about using Custom Actions with Custom Objects and Workflows, here’s how to do that. Let’s start by taking a look at what my custom API response to the /products endpoint of my test API looks like 👇 This is important as the request and response type will determine how you structure the Custom Action request. Now that we know what the response looks like, let’s go ahead and set up our Custom Action. First, navigate to Settings and go to Apps & Integrations where you’ll find “Custom Actions”: This is where you'll set up all the different connections you have to external data (e.g. Shopify, Salesforce, etc.) depending on your use case. In this post, I’ll be making use of my custom online store that sells football boots.Click “Create action” to set up your first Custom Action: Give your Custom Action a clear description 👇 Configure the Request details: This is where you’ll need to enter the AP
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
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
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
To locate the access tokens for your workspace, go to the Developer Hub and then navigate to Your Apps.Here you'll find a list of all the apps you've built, including the workspace the app is installed on and the production workspace's access token. To find the access token, you'll need to locate the private app with the same name as your workspace's name. If this was migrated over during the update, it will have the phrase "Access Token App" at the end of its name.For example, my production workspace was called CSMappe and the access token would be this private app in my developer hub: Once you've located this, you'll want to click on the app's name. This will take you to the app's basic information view, like this 👇Next, you'll want to locate your access-token details by clicking the Authentication link in the navigation bar. Along with details regarding the scope of the token. (i.e. what data it can access and what it can do), you can also make updates to change the scope of your
Hey Community! 👋 It’s Noor here from the Customer Education team at Intercom.I wanted to share a helpful tip that’s made a big difference for our customers at Intercom, which is to"Prevent Customers Reopening Closed Conversations". It’s a simple setting that can really clean up your reporting and make your support process smoother. 🚀 This setting can be found in your Messenger settings, under the Control Inbound Volume section. By preventing customers, or visitors, from reopening closed conversations, you encourage them to start new ones for each new question. Why is this important or how is it going to benefit your support workflows?It keeps separate customer queries from getting mixed up, making it easier to track how long it takes to resolve each problem. When different issues are combined into one conversation, it messes up your reporting and makes it hard to see how long each specific issue takes to handle.It saves your agents time. They don’t have to figure out if a new quest
In Workflows, it is possible to share a ticket form with customers for them to fill out, but it is not directly possible to create a ticket automatically.To create the ticket automatically, you can use Custom Actions to make an API call to create a ticket. The API endpoint you will need to use is here. Here is an example,1- Firstly, you can create your custom action using the example below, which you will insert into your Workflow later. You can adjust the content of the ticket based on your use-case. 2- Now it's time to incorporate this into our workflow:In my example, I’d like to automatically create a ticket whenever a conversation is rated negatively. (See here for more details on how to ask CSAT via Workflows)For this, I am using branches to check if the conversation is rated negatively. If so, it will trigger the Custom Action we created. 3- Result:When the customer rates the conversation negatively, the custom action is automatically triggered by the Workflow above, creating a
Hi I’m Jennifer 👋I am part of the Support Team here at Intercom 👍We often see confusion between creating new Workspaces live in production, creating Test Workspaces and creating Developer Workspaces. There are 3 different types of Workspaces that can be created.Intercom Apps (instances) are called Workspaces, whereas Integrations are called Apps. We've made this change to avoid confusion for developers who are building apps on our Framework. However, we have not renamed the "app_ID", as changing the name of that to "workspace_id"would have been a breaking change for integrations with Intercom across web apps and websites.To create a new Workspace, you can click on your avatar in the lower left-hand corner. You then hover over your current workspace's name and a pop-out should appear. At the bottom of the "Search for a workspace" pop-out, click "Add a new workspace..." 👍If you are trying to create a Test Workspace, you should go to your general settings. You'll then be directed to
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
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"});
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
