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Matt FraserNew Participant

Some features not working on website (Beacons and Posts)

Hi, I have intercom set up on our website through GTM. The messenger is in the bottom and you can interact with it. I have banners working. But… when I go to set up a Beacon (tool tip) or a Post it won’t show up on the page. Any ideas? thanks

kenanNew Participant

Apps & Integrations

Auto scroll on Safari

Hi!It seems that there is an unwanted scroll behaviour when opening and closing intercom on Safari when there are messages in the message board.It is easily replicable on your codepen’s test app: codepen.io/intercom/pen/QGqWxwOpen the link on Safari, scroll to the middle of the screen, open intercom, write a couple of messages, close the intercom and open it again, it auto scrolls up.I’m a developer and I have this bug reported by our customers. Is there any way to stop this behaviour? Thank you!With regards,Kenan

Dominik RConnector

Dark mode breaks mobile SDK articles and help center

Despite the fact that mobile SDK does not support dark mode, the articles and some parts of the help center use dark mode features. SDK Android 16.3.0 (changelog) iOS 18.8.0 (changelog)

prakashhindujagenevaNew Participant

Intercom Community

Prakash Hinduja Switzerland : How can I sync my website with my social media accounts?

Dear Team,I’m Prakash Hinduja from Switzerland, I'm a Consultant and Advisor, I’m exploring ways to sync my website with my social media accounts to streamline content sharing and enhance engagement. As part of this initiative, I would appreciate your suggestions on the most effective methods or tools you’ve used or come across. RegardsPrakash Hinduja Switzerland

SergeyNew Participant

Using Views in Compose issue

Recently, we have a lot of Fatal Exception: Java.lang.illeglegalstateexception.v15.15.0 and v16.3.0I attach the entire stack trace errors: Fatal Exception: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5401) at android.view.ViewGroup.addView(ViewGroup.java:5216) at android.view.ViewGroup.addView(ViewGroup.java:5156) at android.view.ViewGroup.addView(ViewGroup.java:5128) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:323) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:342) at androidx.compose.ui.viewinterop.AndroidVi

User2149Active User

Multiple conversation_updated_at for same tag_id and conversation_id in conversation_tag_history table

Hello,When I query the conversation_tag_history table, I noticed there can be multiple conversation_updated_at values for the same tag_id and conversation_id.Usually the MIN(conversation_updated_at) value is accurate, but I wonder how this can be the case?It happens frequently so I don’t think it’s because someone is removing a tag and adding it again, but I can be mistaken.Thanks in advance!

Heather McCormickNew Participant

Calculating Time In Unassigned for ALL Conversations

Hello All,As I continue scaling tiered support, I’m working to improve how we monitor both real-time and historical trends. Specifically, I’m trying to track: Time from conversation start to first assignment (Time in Unassigned) Time from first assignment to reassignment (Time in Tier 1) Time from reassignment to first close (Time in Tier 2) I also want to make sure we’re capturing the entire lifespan of the ticket, including both open and snoozed time.Right now, inbox views are the only way to surface aging tickets—but they aren’t designed for this kind of analysis. They don’t function like reports, and they don’t allow us to layer in the conversation attributes we’ve added, such as product area or difficulty level.That makes it tough to proactively support aging tickets, coach the team in real time, or dig into specific themes during 1:1s—especially when trying to identify which product areas need more targeted coaching.I’d love any ideas on how we can bring better visibility to

Jarvis RoamlessNew Participant

Undefined user auto merge to identified user is not working

Hello everyone; When the iOS app launches, we log in our Intercom user as an undefined user. Later, when the user log in or creates an account with a JWT token and we login them in as an identified user through Intercom, we can't see the undefined user's messages. When we try to send a message, we get an error. I did the SDK integration correctly and the JWT token is working properly. But it's not automatically merging users' messages. How can I solve this problem? SDK Version; 18.8.0iOS: 18.4, 18.5UI Error;Something’s gone wrongCouldn’t load the conversation Intercom Request Error;Path: https://<app-id>-ios.mobile-messenger.intercom.com/messenger/mobile/conversations/215469369303322Code: 404{ "type": "error.list", "request_id": "004gb7n4n158kmpf4qeg", "errors": [ { "code": "not_found", "message": "Resource Not Found" } ]}

Patrick H12Connector

Is it possible to restrict Articles to Google or alternate external IdP users?

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace?Thanks!

zapierdeveloperNew Participant

Webhooks Not Triggering for Non-Admin Events

We have a webhook subscription setup for our app that is set to trigger for the event conversation.rating.added. An app user is having issues as it’s only triggering for a bot admin that they’ve setup. When other folks on their team receive a rating, those do not trigger a webhook. Is this the expected outcome? The authenticated user has admin permissions, the assumption was that they’d have visibility over the entire organization.

Matt FraserNew Participant

Some features not working on website (Beacons and Posts)

Hi, I have intercom set up on our website through GTM. The messenger is in the bottom and you can interact with it. I have banners working. But… when I go to set up a Beacon (tool tip) or a Post it won’t show up on the page. Any ideas? thanks

kenanNew Participant

Apps & Integrations

Auto scroll on Safari

Hi!It seems that there is an unwanted scroll behaviour when opening and closing intercom on Safari when there are messages in the message board.It is easily replicable on your codepen’s test app: codepen.io/intercom/pen/QGqWxwOpen the link on Safari, scroll to the middle of the screen, open intercom, write a couple of messages, close the intercom and open it again, it auto scrolls up.I’m a developer and I have this bug reported by our customers. Is there any way to stop this behaviour? Thank you!With regards,Kenan

prakashhindujagenevaNew Participant

Intercom Community

Prakash Hinduja Switzerland : How can I sync my website with my social media accounts?

Dear Team,I’m Prakash Hinduja from Switzerland, I'm a Consultant and Advisor, I’m exploring ways to sync my website with my social media accounts to streamline content sharing and enhance engagement. As part of this initiative, I would appreciate your suggestions on the most effective methods or tools you’ve used or come across. RegardsPrakash Hinduja Switzerland

SergeyNew Participant

Using Views in Compose issue

Recently, we have a lot of Fatal Exception: Java.lang.illeglegalstateexception.v15.15.0 and v16.3.0I attach the entire stack trace errors: Fatal Exception: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5401) at android.view.ViewGroup.addView(ViewGroup.java:5216) at android.view.ViewGroup.addView(ViewGroup.java:5156) at android.view.ViewGroup.addView(ViewGroup.java:5128) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:323) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:342) at androidx.compose.ui.viewinterop.AndroidVi

zapierdeveloperNew Participant

Webhooks Not Triggering for Non-Admin Events

We have a webhook subscription setup for our app that is set to trigger for the event conversation.rating.added. An app user is having issues as it’s only triggering for a bot admin that they’ve setup. When other folks on their team receive a rating, those do not trigger a webhook. Is this the expected outcome? The authenticated user has admin permissions, the assumption was that they’d have visibility over the entire organization.

SoniakNew Participant

Side Conversation Visible to Client

Hi All,We’re testing Intercom’s Side Conversations feature on the Advanced plan and ran into a situation we didn’t expect.Here’s what happened: Agent 1 was actively chatting with a client in a conversation. Agent 1 started a side conversation (via email) with Agent 2 to ask for internal help. Agent 2 received the email and replied via their inbox (outside of Intercom). That reply appeared inside the original Intercom conversation (expected) AND was visible to the client (unexpected). A few hours later, the client could no longer see that reply (it seemed to disappear). We were under the impression that replies to Side Conversations via email are kept private and not shared with the customer, so we’re wondering: Is this expected behavior? Was something misconfigured in how we sent the Side Conversation email? How can we ensure these responses never surface to clients again? I’ve attached a screenshot for context. The “test back” was a response from Agent 2 via email. Appreci

Cassandra D12New Participant

Role bases brand restrictions

I’m wanting to set up different brands so when a client emails a specific email, it assigns to that brand, and it’s that email that is the default email. My issue is, I’m wanting to set role or individual restrictions on who can reply to certain brands. Im not find any help articles or post about this. Is this possible?

Praneeth DhanushkaNew Participant

Mobile carousel dismissing automatically on app start for logged-in users – React Native, Expo

We're experiencing an issue where the mobile carousel feature gets dismissed automatically on app start for logged-in users. Our app is built with React Native and Expo.To isolate the issue, we tested with a minimal project containing only an empty screen and Intercom login. The issue does not occur on the first app launch (since Intercom login hasn't been triggered yet). However, once the user is logged in and we send a carousel from Intercom, reopening the app causes the carousel to briefly appear before getting dismissed.We also ensured that Intercom login is only called on the first launch, as a support ticket suggested that calling it repeatedly might be causing the issue. Despite this, the problem persists. Additionally, we've attached a video demonstrating the issue: The splash screen appears first The carousel appears briefly The carousel gets dismissed Our white screen is displayed Similar issue is mentioned in

Richard CherskovNew Participant

Newbie question using socials and new conversations

Hi there, I am starting with a very simply implementation. We are only using Facebook through socials to start (no web or mobile implementation.) We have a workflow that I want to run whenever someone opens a new conversation with us. I don’t want it to run the workflow for that person again until we close the conversation. Our workflow asks some basic questions and then assigns the conversation to me. I want to them communicate manually with the lead and then once I am done I want to close the conversation, and the next time they message us they get the workflow again.Thank you!

Gleb PregerNew Participant

[Android] Navigation on article screen

If we click to “Help” and select one of articles, we see in navigation bar only cross button on Android and if we click on it intercom will close. Also if we click to system back button on article screen intercom also will close. For example on iOS we have two navigation buttons on article screen, back button and close button.Is it possible to change the behavior for the cross button on Android so that it returns back to the article selection or add a back button like on iOS?

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"I believe there can not be a great service without an engaged community around it - and Intercom proves this. A place to share my experience, ask questions and get ideas based on other's experiences. "

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