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annaaldersleyNew Participant

Messages & Series

URGENT — 296 users in segment but only 142 when sending bulk email

I’ve got a specific segment of users uploaded from csv — 296 users in total. When clicking on “send message” and down to “rules” there’s only 142 users. I’ve switched “include those who were unsubscribed” on — but there’s still only 142. Am I missing something here? It’s really frustrating! Thanks for any help :)

hannah-ffNew Participant

How can I disable messenger outside of office hours, then generate a flow to create a ticket instead?

Hi there!I have been toying around and can’t find a solution. My customer support center operates Monday-Friday 3am-7pm ET. I want to disable messenger during this time OR, use Fin AI to create a ticket instead of allowing a conversation (ideal).Has anyone done this successfully? Would love any approach that has worked.Thanks in advance for any ideas! For context on the approach I tried:I created a workflow When customer sends first message (outside of office hours) > Convert to ticket. Instead of this flow initiating, the bot keeps trying to answer my questions when I send my message. I don’t want that - I want the bot to immediate trigger the ticket workflow.

Beth-AnnEmployee

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

Maryse MONTIGNENew Participant

Apps & Integrations

Link customer list between intercom & meta

Hi,I would like to link directly the Intercom’s customer list from to meta business manager to update automatically the customer audience.How is it possible ?Sincerely

Meirav Nachmanovitch LazarNew Participant

Apps & Integrations

iOS SDK 17.0.1: Intercom Launcher Doesn't Show

Hello,I am encountering an issue with Intercom SDK version 17.0.1. The icon inside the launcher is not displaying properly; instead, there is just a white rectangle. This problem was not present in version 16 of the SDK.(Attach image)Category: Support OperationTAGS: App & Integrations, Mobile SDK

Anika MalhotraNew Participant

Phone set up- Call forwarding settings

I need urgent assistance regarding a critical issue. In the previous version of my workflow, I had the call forwarding option set up with my Switch number. While the support team is currently addressing how to utilize the Switch option in the workflow, I've attempted to create a basic workflow for incoming customer calls. However, my workflow is encountering a problem where calls are being disconnected, indicating that they have been switched.I urgently need to remove the number from the call forwarding settings, but I'm unsure how to proceed as the call forwarding in my workflow has been removed by the support team and now there is not way for me to go back and edit or remove the number. This issue is critical, and the forwarding number must be removed to resolve the disconnection problem. Additionally, as I work on a new workflow, calls to the designated number are still getting disconnected, with the message indicating that they have been switched. Any guidance on resolving these is

lifanNew Participant

Article Help Center

Export articles into Google Doc

Hi, anybody ever exported the intercom articles into Google Doc? Any tools I can use to achieve this? Thanks!

AlexisMNew Participant

Android unreadConversationCountListener not working after a login

Hello,I’m implementing your SDK on an Android app and I’m facing an issue regarding the unreadConversationCountListener method.After a login, if my user doesn’t have any unread message and I send him a new one from the admin dashboard, the listener receive nothing.For it to work, I need to close and reopen the app but if I logout and login again, the same issue appear.If there is already a message unread when I login, the listener is working and directly send me the correct amount.I tried to move the listener in different places, before the login, after it, at the creation of the app, … but nothing change.I didn’t found directly this issue because it appears only after my pipeline build the app and send it to my Firebase App Distribution.I thought that was because of proguard but I put the rules found in your documentation.Let me know if you need more informations.Thank you

Doug WehmeierNew Participant

Impossible to update archived contacts?

I’m running into a problem when attempting to sync contacts from our platform. Currently I’m doing the following:Call the contacts/search endpoint, searching by email address If Contact is found, update it If Contact is not found, attempt to create itI’m occasionally getting the following error on step #3:An archived contact matching those details already exists with id=123456 I cannot search for Contact 123456 in the UI. If I attempt to GET the Contact through the API, I get an error “User Not Found”.I cannot blindly update the Contact because I don’t know their Intercom ID, and that’s the only way to call an update that I can find.So how do I locate and update these archived records?

LilyWilliams09New Participant

Closed Conversations

Is there a way to see who closed a conversation? When looking at employees Intercoms it shows the conversation was closed but does not list who closed it.

annaaldersleyNew Participant

Messages & Series

URGENT — 296 users in segment but only 142 when sending bulk email

I’ve got a specific segment of users uploaded from csv — 296 users in total. When clicking on “send message” and down to “rules” there’s only 142 users. I’ve switched “include those who were unsubscribed” on — but there’s still only 142. Am I missing something here? It’s really frustrating! Thanks for any help :)

Maryse MONTIGNENew Participant

Apps & Integrations

Link customer list between intercom & meta

Hi,I would like to link directly the Intercom’s customer list from to meta business manager to update automatically the customer audience.How is it possible ?Sincerely

Meirav Nachmanovitch LazarNew Participant

Apps & Integrations

iOS SDK 17.0.1: Intercom Launcher Doesn't Show

Hello,I am encountering an issue with Intercom SDK version 17.0.1. The icon inside the launcher is not displaying properly; instead, there is just a white rectangle. This problem was not present in version 16 of the SDK.(Attach image)Category: Support OperationTAGS: App & Integrations, Mobile SDK

jonathanNew Participant

There isn't an option on inbox rules to make sure an incoming email is "not spam"?

Our website enquiry form is sent over to intercom as an email however Intercom is flagging 100% of these emails as spam. No rules seem to override this, even if we set successfully filters to tag the email, assign it to a team etc, the email still goes to spam. We NEED the ability to set a filter to NOT set it as spam as we know it's not. Standard option in a normal email client like Gmail. Lacking control of spam filtering in Intercom, no options to control. Too basic. (+ The add topic option on this form to submit question does not work BTW)

Nicole MearsNew Participant

Exporting Intercom Conversations in JSON to Amazon S3

If I export my Intercom conversations as JSON to Amazon S3, will the export include all my conversation content (specifically the full text of conversations between my agents and visitors)? Or will it provide the same conversation data that is available on Reports > Data Exports > Tickets > Conversations?

tvieiraNew Participant

Can I split a conversation into different issues?

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1.

Yuval BitonNew Participant

Reopen closed tickets limitations

Dear Community,I would like to inquire if it's possible to adjust our system settings to allow clients to reopen a closed conversation within a six-hour window. Currently, the system permits reopening only with day-long intervals, which is too prolonged for our needs. Post the six-hour period, clients should be required to initiate a new conversation to address distinct issues, ensuring each matter is appropriately tracked.Thank you for your assistance!Best regards,Yuval.

Rachel MoodyNew Participant

Possible to add Conversation Id to email subject? Or otherwise associate email replies with existing Salesforce cases?

Hi! We’re trying to resolve an inconvenience in our Salesforce org where if a customer replies to an Intercom conversation via email, their response creates a new case in Salesforce instead of getting added to the existing case. I could set up a flow in Salesforce to associate these new email responses to their existing case if we could get the conversation Id into the email subject. Is there a way to do this? Or has anyone else found a better way to tackle this in Intercom/Salesforce?

StuartKNew Participant

Tracking content showcase clicks

I’m trying to figure out how I track clicks in the content showcase app. It seems from this article: https://www.intercom.com/help/en/articles/5652381-conversational-support-report that those clicks are not calculated in the report. However understanding the helpfulness of that content warrants some level of tracking. How can this be done? I can’t imagine it’s not tracked at all.I’m also worried if it’s not tracked it may add to the “Unserved, stopped seeking support” number. Does anyone know if that is true?

Boris RalicNew Participant

Help desk for Multiple products

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

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