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  • 472 Topics
  • 1,336 Replies

472 Topics

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StuartKNew Participant
asked in Conversations

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?

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S
1 day ago
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LilyWilliams09New Participant
asked in Conversations

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. 

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aykut.aydin
1 day ago
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jonathanNew Participant
asked in Conversations

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)

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1 day ago
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Nicole MearsNew Participant
asked in Conversations

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?

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N
1 day ago
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tvieiraNew Participant
asked in Conversations

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. 

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1 day ago
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Rachel MoodyNew Participant
asked in Conversations

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? 

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1 day ago
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Harsh ChaudharyNew Participant
asked in Conversations

How to stop automatic assignment to teammate after reply to conversation?

Emails via a workflow come to my Team. These emails are not assigned to any teammate. When replies are sent to these emails, they get automatically assigned to a teammate. I want to stop this automatic assignment on reply. I want the conversation to remain only assigned to the Team not to any teammate. How can I achieve this?

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2 days ago
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Natasha GazvodaNew Participant
asked in Conversations

[BUG] Attachment files issue

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

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2 days ago
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Aaron LifshinNew Participant
asked in Conversations

Add BCC to intercom email

Is it possible to add bcc to an outgoing email from Intercom?

10
A
2 days ago
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Caroline CarpenterNew Participant
asked in Conversations

Messages from partner using Gmail keep going to spam, despite being marked Not Spam multiple times

A partner company uses a Gmail address to contact us, and those messages have been routed to our Intercom spam folder, despite being marked Not Spam multiple times. How can we prevent this and ensure their messages are seen by our team?

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bernice
2 days ago
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Anton van den BergNew Participant
asked in Conversations

How to disable sending messages for an email domain but whitelist some specific emails?

Hi all!I’m trying to achieve the following situation regarding users being able to send messages via intercom: Let users start a a conversationMatch all:email does not contain @doe.com EXCEPT john@doe.com & an@doe.com.  We have multiple customers with multiple domains, but only for this specific domain we want to block it for all users except a few so that they are the only ones that can talk with out support. Who can offer me some advice? Thanks in advance! 

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Jacob Cox
3 days ago
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Ben S11Connector
asked in Conversations

Can you change or add custom snooze times for your agents?

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

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sean.reid
3 days ago
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Isamara MoraisNew Participant
asked in Conversations

Outbound Messages

How can I create a template or macro for outbout messages? Not inbound. 

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I
4 days ago
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darshanhiranandaniNew Participant
asked in Conversations

Darshan Hiranandani - How do I configure the default contact for an inbound email to utilize the reply-to address?

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

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mateusz.leszkiewicz
10 days ago
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Christopher RobischNew Participant
asked in Conversations

Several Users experience "There was a problem starting this conversation, please try again"

I am wondering why this error would occur for different users attempting to send messages via Intercom Chat to different customers. Trying to find out some troubleshooting steps for our end-users getting this error when messaging customers.   

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mateusz.leszkiewicz
10 days ago
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MoiAussieNew Participant
asked in Conversations

Forwarding an email externally and removing it completely from Intercom

I can see how to forward emails out of Intercom. But how can I make sure that when the conversation continues externally, then I don’t get sent all the conversations into Intercom?

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Jacob Cox
12 days ago
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Rohan KNew Participant
asked in Conversations

Is it possible to send automated replies for inbound emails for emails containing specific keywords?

Hello. I would like to know if it's possible to set automated replies for inbound emails for emails containing specific keywords. Example: If a user is emailing us to delete his account and has the keyword "delete account" on that email, so we would like to automatically send the user an email, explaining the process to delete the account.

4
Diana Tripac
16 days ago
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Paul HeeringNew Participant
asked in Conversations

How To Delete A Conversation

Just talked with Intercom staff through chat and got feedback that seems odd to me.Feedback was that there is no way to delete / archive a conversation.   You can either delete a user (not what we want to do here) or use API to delete the conversation.This seems like the most basic of functionality that is missing.  How are others getting around this?Only thing we can think of now is to add a conversation data element called “Deleted” and set that every time we close something we want to delete.  But to close, we have 5 different required fields--so those all have to have a “Deleted” option in them.  Then every report needs to ignore those.   This seems like a lot of extra steps to workaround a basic function being missing.

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Jacob Cox
18 days ago
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Gwendolyn Reede-LijdingNew Participant
asked in Conversations

attachment access is unavailable

Dear Intercom team,We are having a problem opening attachment with document type .xlsx. These have been added as described in the unsupported file types. See image,This worked previously, but for some inexplicable reason it no longer works. Can you help us?Groet, Gwendolyn  

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22 days ago
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Rui ZhangNew Participant
asked in Conversations

404 Resource Not Found

When I use the “admin” identity to call the api [/conversations/{id}/reply], the wrong response result is always returned to me: 404 Resource Not Found. But when I call it as “user”, it works fine.

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23 days ago
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darshanhiranandaniNew Participant
asked in Conversations

Darshan Hiranandani : Is it feasible to create a CSAT system for assessing customer satisfaction with our bots?

Hii, I’m Darshan Hiranandani, Does anyone know if there's any possibility of creating a CSAT for bots? Just like we want to measure customer satisfaction in conversations with humans, we'd like to gauge the satisfaction of our customers with our bots. In addition to having metrics that, more or less, give us an overview, we really would like users to rate the bot.

1
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23 days ago
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Lisa SaveDayNew Participant
asked in Conversations

automate reply and create ticket when user send mail

Is there a way to set an incoming email to specific addresses, into specific tickets?for example, if the customer sends an email to our billing@example.com email, to automatically turn it into a billing ticket, but if they send an email to support@example.com, it'll automatically turn into a support ticket?As opposed to a normal conversation?​For example, when user send email to billing@...com, intercom can automate reply and automate mark this request to ticket on intercom like this picture below​ 

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24 days ago
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Natasha GazvodaNew Participant
asked in Conversations

Feature request: Can we disable CSAT rating request email notifications to customer?

Hi! Is there a way to Intercom to disable email notifications to practitioners that they have a new message in the portal if the only new message is a CSAT rating request? Otherwise would like to submit the product request 💜Thank you! 

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Jacob Cox
25 days ago
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Ethan R.New Participant
asked in Conversations

Emails from Third Parties as Side Conversation

Hi Guys,Need someone’s advise on the best practices to implement this sort of workflow.Lets assume that there is only 3 parties involved in this “workflow”.  Parties Email Address Comments Client client@gmail.com Client doesn’t email directly. He “requests a quote” using our website and then automated email is sent to our sales AND  BCC’ed to an outside contractor. So we do have a full control of how the email is sent.  Sales Agent sales@mycompany.com Our Sales Agent (Has full access to Intercom) Outside Contractor tech@gmail.com  Third Party Tech (Has NO access to Intercom)   Price Quote Requesed on the website .Automated Email Sent (via wordpress, not intercom): From: sales@mycompany.comTo: sales@mycompany.comReply-to: client@gmail.com BCC:  tech@gmail.com  <PRODUCT SPECS>Our sales doesn’t respond to the email and patiently wait for contractor to reply to us with a quote.   Outside Contractor’s Email Reply: From: tech@gmail.comTo: sales@mycompany.com < YO

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Jacob Cox
26 days ago
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Ana BNew Participant
asked in Conversations

Turn off email notifications for users

Is it possible to turn off the email notifications in the in-app conversations? Let's say that I need to turn off all the replies in the email from a chat conversation. Or maybe it's possible to configure when the email notification will be sent?

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K
29 days ago
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