Recently active topics

167 Topics

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?  

8
M
13 hours ago
N
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.!--> 

2
A
21 hours ago
V
ViratNew Participant
posted in Conversations

Why is my Inbox app throwing a generic error message on the conversation sidebar?

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

8
B
1 day ago
A
adimon25New Participant
asked in Mobile SDKs

[Android] Not able to grant permission in Android in Intercom version 15.8.3

I currently use Intercom's Android SDK in my App for customer support. Previously I was using the 'io.intercom.android:intercom-sdk:15.1.4' then I updated the SDK version to 'io.intercom.android:intercom-sdk:15.8.3' (currently the latest) version. After this Android permission issues start to come i.e. Devices running Android Version 12 and below cannot grant permissions. This started happening only when I upgraded the intercom's SDK version, reverting the version to the previous one solves the issue. I am asking the user to permit access to READ_EXTERNAL_STORAGE, which is getting denied.

0
A
1 day 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. 

0
T
1 day ago
M
MessagesNew Participant
asked in Article Help Center

Links in posts opening new tabs

At the moment if I add a link to my posts it opens in a new tab, which opens in a logged out state. This is a pretty poor experience for the customer. Is there a way for the link to open in the same window?

2
G
1 day ago
R
Rob BathgateNew Participant
asked in Product Tours

Product Tour callback (detect when started)

Hey,Do the Product Tours javascript intergration offer a Javascript callback?I want to identify (on site) when a product tour has started for a user.Flow:User visits a given page on the website Product Tour starts I need to check if a certain element is on the page as this is used by the tour. There is a few user cases when it wont, and I therefore need to run some custom (on site) Javascript to show that element. Workflows or webhooks won’t help in this situation, as I need to check and show the on-site element as soon as the tour starts. (well, actually before step 3)Ideas:Javascript callback when the tour is started OR Javascript callback when a ‘next’ button is clicked on the tour OR another way to programatically (on-site) determine either of the above.If this is entirely not possible, is there a way to detect if a user is due the tour?At the moment the tour uses normal settings within the Intercom > Product Tour (i.e. show once, the first time the user meets given criteria). I

1
A
1 day ago
K
Kayla TreeseNew Participant
asked in Apps & Integrations

Calendly Integration

I previously used the Calendly integration in my website’s automation but it has not been working for several weeks now, when someone visits the site and tries to book a meeting with a member of our team it just displays a block with an error message. Is the integration broken and does Intercom plan on fixing it?

1
A
1 day ago
R
Rob BathgateNew Participant
asked in Messages & Series

Series Wait = 5 minutes - significant delay

HiI have a series…Step 1 - user entersStep 2 - wait 5 minutesStep 3 - send emailIn my test of this series, the wait of 5 minutes in step 2 was closer to 30 minutes. At one point, the user was sitting in the "still waiting" like even thou the "entered at" time was 15 minutes ago. The email for step 3 was finally sent and received 34 minutes after the user entered the flow.Is this a hangover of a big server/queuing load at Intercom?If so, not ideal but ok - I'd just need to know what is going on so I can adjust the series and manage my expectations as to when it'll actually send. If it's not a load/queue issue... What's going on? ThanksRob 

1
R
1 day ago
M
Matías GuerreroNew Participant
asked in Conversations

Hide specific conversation from messenger

 I want to build a specific interface for a specific AI bot, only accesible from a specific screen. Because it's a mvp I don't want these chats to appear in the side messenger from support, nor receive push notifications when AI replies.Still I don’t find the way to do this so I thought maybe the API has a hacky way to achieve this, such as message through a hidden or archived a conversation.thanks

0
M
1 day 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.

1
R
2 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

3
T
2 days ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get id of lead merged to user

The REST API has a method for merging contacts from lead to user. It works pretty simple:```curl -i -X POST https://api.intercom.io/contacts/merge \  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \  -H 'Content-Type: application/json' \  -H 'Intercom-Version: 2.10' \  -d '{ "from": "LEAD_ID", "into": "USED_ID" }'```Also, lead can be merged to user in the Intercom app. When lead is merged, our integration listen for webhook with topic `contact.merged`. This webhook has an information to what contact the lead was merged, but has a missing part from what lead: ```{ "type": "notification_event", "app_id": "abcdee", "data": { "type": "notification_event_data", "item": { "type": "contact", "id": "USER_ID", "workspace_id": "abcdee", "...": "..." } }, "links": {}, "topic": "contact.merged", "delivery_status": "pending", "delivery_attempts": 1, "delivered_at": 0, "first_sent_at": 1713533523, "created_at": 1713533523, "self": null}``` May you add lea

1
E
2 days ago
V
VitaSokolovaNew Participant
asked in Mobile SDKs

Attaching photos from camera is broken in 15.8.2

We tried updating io.intercom.android:intercom-sdk from 15.6.3 to 15.8.2 and noticed that attaching photos from camera directly is broken (permission was given). On version 15.6.3 it works as expected. 

1
E
2 days ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get information about Article in message?

When admin replies with an article, webhook does not contain details about it. May we have a link to article in webhooks? 

2
E
2 days ago
S
Sibi SupportNew Participant
asked in Surveys

Retrieving NPS survey data

Hello,I have successfully established connection among Intercom -> Segment -> Redshift iterations.Our team does have NPS survey data on the Intercom and I could see the NPS score data on the redshift server.Is there anyway I can retrieve the timeframe data when the users leave NPS feedback on Intercom? I could find timeframe when users joined and logged-in, but could not find when they left their NPS score.I am not sure if I have to contact Intercom or Segment, sorry in advance if this is the wrong place to ask questions.Thank you  

3
T
2 days ago
M
Maryse MONTIGNENew Participant
asked in 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

1
E
2 days ago
E
Eva KnutssonNew Participant
asked in Messages & Series

Customise bot image on messenger

Please help! How do I update the Bot image thats on on the messenger? 

0
E
3 days ago
A
Aleksandra MakówkaNew Participant
asked in Settings, Security & Permissions

Limiting teammember to a specific inbox

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

0
A
3 days ago
shubhamsood97
shubhamsood97New Participant
posted in Welcome Party

Hello, Shubham - Program Lead at JustCall (SaaSLabs)

Hey community, Excited to join the Intercom community. I work at JustCall, modern phone system for Support agents. JustCall is also an Intercom app partner.  I’m a program lead at JustCall and I work with partners who want to service their clients with our product.  Looking forward to share my valuable insights and hacks with the Intercom community.  😊

1
Diana Tripac
3 days ago
L
Leo MayNew Participant
asked in Conversations

Hyperlinks in conversations sent via email are not opening

Hi there,Starting from today, hyperlinks within conversations sent via email are not opening. When checking in element inspector, the targets are “_blank”:When opening the raw email, the links are there, so we can use that in the meantime.Links in conversations sent via the messenger widget are working as expected, so it’s only affecting emailed conversations.Thanks for looking!

3
A
3 days ago
M
Mario GuevaraNew Participant
asked in Apps & Integrations

Facebook/instagram comments?

Hello! Is there anyway to answer get facebook/insta comments in an inbox? I already did messages, but so far, I cannot find a clear solution for comments. Thanks in advance

0
M
3 days ago
R
random_giraffeNew Participant
asked in Tickets

showTicket sometimes gets ticket by id instead of public_ticket_id?

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

2
R
3 days ago
K
kmchucNew Participant
asked in API & Webhooks

Unable to POST Contact using email

I’m currently trying to POST a Contact with just an email, and am currently being met with a 400 error:Request body:{"name": "Kim Chuc", "email": "email@gmail.com"}Response body:{ "type": "error.list", "request_id": "0004n8c4t4e6a3olv82g", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]} Based on the docs, email is the only required field to POST a Contact and I’ve double checked to make sure the email doesn’t already exist: Has anyone ever come across this issue before? 

0
K
3 days ago
T
Tim ForanNew Participant
asked in Workflows

Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation.  Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”.  We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago.“Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents.  Any help would be appreciated.

0
T
3 days ago
Ask a question
Terms & ConditionsCookie settings