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Tyson MayneNew Participant
posted in Intercom Community

Looking for an Intercom Specialist

Hello! I am currently seeking an Intercom Specialist who possesses the expertise to assist me in optimizing the utilization of Intercom.

2
Nathan Sudds
Expert User
11 days ago
E
ErneConnector
asked in Contacts & Companies

How can a team member manually add information to Company data?

Or, is there a way to integrate an API call that somehow adds a company note? Basically, our support of our companies revolves around events, which we're wanting to expose to our chat support team. We're looking at CRM's right now to possibly be able to sync this information somehow, but it's not always available, so if a chat agent finds this information out, I'd like a way for them to be able to add it so that it sticks to the Company profile somehow. The only way I can think of right now is for them to just add this via company note. But exploring Qualification data, it seems like this could be collected via bot, which would alleviate some of that workload by our team! It seems like qualification data is the only set of fields that can be manually edited, and all others are custom attributes able to receive information via API or other sync methods from outside sources. Is my understanding correct? Also - with qualification data, I'm unsure if that info flow

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11 days ago
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Camilla HansleyNew Participant
asked in Support Operations

Seeking Experienced Intercom Specialist

Hello, I’m looking for an Intercom specialist to help fully maximize the usage of Intercom. 

3
Nathan Sudds
Expert User
12 days ago
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Mitali SaxenaNew Participant
asked in Conversations

Assignee Name

Is there a way to show the name of agent to whom chat is assigned on messenger?

5
Nathan Sudds
Expert User
12 days ago
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Emmanuel MarinNew Participant
asked in Tickets

Tag not working in search

Hello,I’ve created a tag that I can put in Lead tags for a conversation, but it will find nothing in the search. I looked for answers and the only one I could find is that it would take up to 36 hours to proceed. However, after a few days it still won’t work. What am I doing wrong ?Ie : I have this ticket which is tagged “Reunion” and which has the keyword “Cannes” in the conversation. If I search for “Cannes”, it will appearbut it if search for Tag Reunion, it won’t. Nothing will actually, tags are useless for me in the search.  I can give specific URL to the support if needed, but does anyone else has any idea what I’m doing wrong ? Is there a workaround ?

2
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12 days ago
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User2554New Participant
asked in Workflows

View lead source or referral URL

Every single marketing platform I have used (pardot, marketo, drift, etc) has the ability to view the source of the lead once they fill out a form or submit their information. So whether that lead comes from google, bing, google ads, a random website, once the lead fills out their info, you should be able to see where the lead comes from.. In marketing, attribution is key to scale. Why isn't this a built-in functionality?

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mateusz.leszkiewicz
12 days ago
M
Mitali SaxenaNew Participant
asked in Apps & Integrations

Date and File Picker in Canvas Kit

Hi there,This is just to inquire about the support of date picker and uploading attachment in a custom application build using Canvas Kit.-Mitali

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mateusz.leszkiewicz
12 days ago
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Luka DujmovicNew Participant
asked in Fin AI Agent

Fin asking troubleshooting follow-up questions

Dear Team, I have a specific question related to Fin troubleshooting capabilities.  Is there a reliable/recommended way to make Fin ask follow-up questions to user queries? For example, there might be a Help Center article for login issues that might involve several sequential steps (some of them are not always relevant), or we might have 2 different versions of a similar product, and the correct answer might depend on the version of it the user is using (let’s say instructions 1 are for a red version, instructions 2 are for a blue version). How can we make Fin ask a relevant question (is it option 1 or 2, have you already tried this or that) without providing general answers that might be too wordy? Is there a way to obtain these results directly with Fin and content optimization without complicated workflow setups? Thank you! 

2
mateusz.leszkiewicz
12 days ago
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Lauren G12New Participant
asked in Apps & Integrations

Are you using a screenrecording app that you and your customers love?

Hey everyone! We’re exploring a few Intercom apps for video/screen recording to make it easier for customers to share specific issues their having in our product via the help desk. We’re look at the three listed below. Any on the list that you use and love? Any you’ve tried and decided not to use?https://www.videosupport.io/#pricing https://www.coview.com/pricing/ https://www.hellomedian.com/pricing

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C
12 days ago
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jahanzaibNew Participant
posted in Tickets

The requested resource does not exist; check your path and try again

Intercom::ResourceNotFound • Events::UpdateIntercomLeadWorker@defaultThe requested resource does not exist; check your path and try againI am going to save the contacts like this in rails:@intercom.contacts.save(lead)i got he above error  def find_lead(lead_id)begin@intercom.contacts.find(id: lead_id)rescue Intercom::ResourceNotFoundreturn nilendend

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12 days ago
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Deniz OguzNew Participant
asked in Conversations

What features does intercom have to make communication more accessible for individuals with disabilities using assistive technology?

 Assistive technology can make communication more accessible for individuals with disabilities who want to use digital messaging. Some examples below: Text-to-Speech (TTS) Software Speech Recognition Software Braille Displays Accessible Messaging Apps Predictive Text and Auto-Correct Audio messaging supportAre there any of the above examples or possibly anything else that Intercom has which can benefit users of assistive technology? 

1
mateusz.leszkiewicz
13 days ago
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Ligia AugustoNew Participant
asked in Messages & Series

Building digital customer journey

Hey! I am revamping our digital-led onboarding and adoption journeys in Intercom. I would love to see the series you are building and what kind of campaigns you normally create.Onboarding:We have a big series that includes emails, in-app, and interventions from our Scale CSMs (pool model)We created different onboarding milestones, and if customers are not achieving them, we have different paths and different interventionsAdoption:I am creating different series to send in-app and email interventions when customers are stuck or not reaching specific milestones according to our customer journeyIf anyone is open to chat about that and exchange ideas, let me know!

1
mateusz.leszkiewicz
13 days ago
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Ömer Gökçe TümerNew Participant
asked in API & Webhooks

Getting event when receiving proactive support message

Hello,we are trying to implement a custom launcher that uses intercom’s launcher inside of it as one of our options. Everything went smoothly until we saw that our proactive support messages were showing without our launcher noticing. We couldn’t find any event to get triggered in our code when the user receives a proactive support message. Is there any way of achieving this? we tried with the “onShow” event but that one only triggers when the intercom launcher is opened manually and not through a proactive support message.Thanks in advance!

1
mateusz.leszkiewicz
13 days ago
U
User31New Participant
asked in Product Tours

Can I use CSS to change the styling of my product tour?

I currently have a couple of product tours running in our product, and I was wondering if I could add some CSS to my product that will change the styling of the product tour? There's a couple of things we wish to update to integrate it a bit more in the product, beyond the options Intercom currently offers.

2
V
13 days ago
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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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T
13 days ago
A
Alejandro NarmonaNew Participant
asked in API & Webhooks

Workflow is not triggered when creating Messages/Conversations through the API

Hi All, I’ve a contact form on the web, and in Intercom we created a Email workflow, if some email is send to a email address we trigger the email workflow. So, I need to trigger that workflow when I POST  a Conversation o Message, with message_type = email. I’ve tried POST conversations, POST message, also set the from and to with valid contacts/users, the message/conversation is created but the workflow is not triggered. Any ideas?

2
A
13 days ago
H
HalilNew Participant
asked in Settings, Security & Permissions

Personal data sent to third parties

 We've got penetration test results from a security team. Any solution to this security leak?

2
H
13 days ago
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Till SaltenNew Participant
asked in Tips, Tricks and Workarounds

Help! Amazon Emails splitting into separate conversations!

Hello Intercom community,i hope someone can help me.We’re using Intercom mainly for E-Commerce Customer Support (shopify and amazon).I'm facing a challenge with amazon buyer-seller messages (forwarded via email to intercom) that are being split into separate threads instead of being grouped under the same conversation.We use Amazon Seller Central and have configured it to forward messages from customers (buyer-seller mailbox, amazon’s own messaging system) to our Intercom system. Despite ongoing conversations, each new customer message, even if part of an existing thread, opens as a new conversation in Intercom. This fragmentation makes managing customer interactions quite cumbersome. Here’s what happens:A customer sends a message through the buyer-seller inbox on amazon The message is sent via email to our support mail-adress, which then forwards the email to intercom We respond via Intercom, and our reply reaches the customer without issues. The customer replies to our response using

1
Jacob Cox
13 days ago
J
Julee PetersonNew Participant
asked in Messages & Series

Emails not sending

This morning two unique emails are being sent to two smallish (<800 people) audience and they still have not “sent” yet. I recreated one because even after an hour it still hadn’t sent. Has anyone run into this before, and if so, what was the cause and how did you fix it?  I have reached out to support but wait time on that is 4 hours and I am already outside of my ideal window for when we wanted these emails to be sent. 

1
Jacob Cox
13 days ago
M
MktActive User
asked in Messages & Series

Prevent post or banner to display in certain URLs?

Hey! Is there a way to exclude URLs for posts or banners?We'd like to show a promotional post or/and banner but don't want it to show up on the checkout page. Any way of doing this? Thanks!

4
Jacob Cox
13 days ago
T
ttbsrNew Participant
asked in Apps & Integrations

Integration with an external API

I am trying to integrate with an external API (ExtAPI) so that an agent can use an Inbox app to create data in it when in a conversation.The agent has a login (username/password) in the ExtAPI. There is a login endpoint in the ExtAPI that returns a token and id for them. The agent may occasionally need to re-login.I can’t work out how to allow the agent to be able to login into the ExtAPI and store the token and id in their session so that it will be passed in conversation details to the Inbox App. I presume I’ll need to create a login form but don’t know where to set/call this in Intercom.Any advice would be appreciated. 

5
mateusz.leszkiewicz
14 days ago
S
Steven TNew Participant
asked in Article Help Center

Can I implement cookie consent on the Help Center? For example, is there a way to integrate Google Tag Manager?

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on the Help Centre.

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Jacob Cox
14 days ago
T
Tereza ZaloniNew Participant
asked in Reporting

Calculate active AHT

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

4
Jacob Cox
14 days ago
A
Ashley C12New Participant
asked in Messenger

Is it possible to delete or hide old messages sent to customers in their message center?

When we were first setting up Intercom we had 2 people testing out features such as sending a welcome message to all customers and someone else testing the message feature by sending a test message to all customers. Now, when a customer opens the intercom message center they see a bunch of fake messages or old welcome messages, and they don't go away. This is on EVERY customer and I didn't realize it until I took over intercom.  What if our customers use Intercom a lot? Will they just have a loooong list of conversations here?  

9
Jacob Cox
14 days ago
O
Oladimeji OgunyoyeNew Participant
asked in Apps & Integrations

Microsoft Teams connectivity

Hello, I vaguely remember an Intercom connector being available for Microsoft Teams, but this no longer seems to be case. Has this been removed?The connector allowed us to receive Teams notifications whenever a new conversation was started on Intercom.The alternative approach would be to use a Webhook, but Intercom’s webhook payload seemingly does not conform to Microsoft’s expectations: https://learn.microsoft.com/en-us/microsoftteams/platform/task-modules-and-cards/cards/cards-reference#connector-card-for-microsoft-365-groupsIs my view of this correct? Thanks,Dimeji

4
Jacob Cox
14 days ago
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