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jatinmishraNew Participant

-[IntercomSDK_IntercomNexusSocket isConnected] crash Intercom SDK 17.0.1

Hello Team,We recently updated to the Intercom iOS SDK 17.0.1 and started getting a crash in the SDK with the following stacktrace. Crashed: nexus.reachability0 libobjc.A.dylib 0x4e30 lookUpImpOrForward + 881 libobjc.A.dylib 0x34c4 _objc_msgSend_uncached + 682 Intercom 0x50cf4 -[IntercomSDK_IntercomNexusSocket isConnected] + 201563 Intercom 0x50ef8 -[IntercomSDK_IntercomNexusSocket reconnect] + 206724 Intercom 0x4db48 -[IntercomSDK_IntercomNexusConnection reconnectSockets] + 74405 Network 0x83844c __nw_path_necp_update_evaluator_block_invoke + 3166 libdispatch.dylib 0x213c _dispatch_call_block_and_release + 327 libdispatch.dylib 0x3dd4 _dispatch_client_callout + 208 libdispatch.dylib 0xb400 _dispatch_lane_serial_drain + 7489 libdispatch.dylib 0xbf30 _dispatch_lane_invoke + 38010 libdispatch.dylib

Gabriel UribeNew Participant

iOS app getting rejected by Apple due to Intercom camera permission dialog

This is specifically for the followup camera request (“<app> does not have access to your camera”) after declining the first camera request. From Apple:Guideline 5.1.1 - Legal - Privacy - Data Collection and StorageThe app encourages or directs users to allow the app to access the camera. Specifically, the app directs the user to grant permission in the following way(s):- A custom message asks users to reconsider their decision after they deny the permission request.Permission requests give users control of their personal information. It is important to respect their decision about how their data is used.Next StepsTo resolve this issue, please revise the permission request process in the app to not ask the user to reconsider denying permission.

Trung Le DangConnector

Intercom Mobile App

ANR on Initialize

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

EngineeringConnector

Android SDK ANR on initialize

Hi, we’re running into an issue with ANRs on our application stemming from the initialize call on the Intercom SDK.We are currently using 15.1.4 of the Android SDK with the following code used for initialization:Intercom.initialize( application, apiKey, appId)The following is the stacktrace we’re seeing in Firebase for a number of our users: io.intercom.android.sdk.Injector.getMetricTracker (Injector.java:255)io.intercom.android.sdk.Injector.getOverlayPresenter (Injector.java:279)io.intercom.android.sdk.Injector.getResetManager (Injector.java:333)io.intercom.android.sdk.Injector.getLifecycleTracker (Injector.java:311)io.intercom.android.sdk.Injector.initWithAppCredentials (Injector.java:135)io.intercom.android.sdk.Intercom$Companion.create (Intercom.kt:1092)io.intercom.android.sdk.Intercom$Companion.initialize (Intercom.kt:1005)com.<redacted>.android.util.IntercomUtil.initialize (IntercomUtil.kt:38) When looking at the releases, we’re currently 2 patch versions behind b

aliNew Participant

I am facing an ANR in my app launch class

Hello ,while init intercom sdk in App.kt which is app launch class ANR is produced please find the error belowmain (runnable):tid=1 systid=8183 at io.intercom.android.sdk.identity.AppConfig.<init>(AppConfig.java:125) at io.intercom.android.sdk.Injector.initWithAppCredentials(Injector.java:104) at io.intercom.android.sdk.RealIntercom.create(RealIntercom.java:80) at io.intercom.android.sdk.Intercom.initialize(Intercom.java:73) at yourpakagename.com.manager.IntercomManager.configure(IntercomManager.java:24) at yourpakagename.com.App.onCreate(App.kt:95) at android.app.Instrumentation.callApplicationOnCreate(Instrumentation.java:1277) at android.app.ActivityThread.handleBindApplication(ActivityThread.java:6771) at android.app.ActivityThread.-$$Nest$mhandleBindApplication(unavailable) at android.app.ActivityThread$H.handleMessage(ActivityThread.java:2129) at android.os.Handler.dispatchMessage(Handler.java:106) at

SproutSocialNew Participant

Intercom.initialize Causing ANR's 15.1.4

Hi, we’re running into an issue with ANRs on our application stemming from the initialize call on the Intercom SDK.We are currently using 15.1.4 of the Android SDK with the following code used for initialization:Intercom.initialize(this, INTERCOM_API_KEY, INTERCOM_APP_ID);I have updated the SDK to 15.5.1 but we haven’t had time to collect data, I am wondering if this will suffice, I didn’t see anything the latest or previous release notes that would indicate so. Below is the exception from firebase : main (runnable):tid=1 systid=3084 at io.intercom.android.sdk.errorreporting.ExceptionParser.<clinit>(ExceptionParser.java:11) at io.intercom.android.sdk.errorreporting.ErrorReporter.create(ErrorReporter.java:18) at io.intercom.android.sdk.Injector.getErrorReporter(Injector.java:319) at io.intercom.android.sdk.Injector.getLifecycleTracker(Injector.java:310) at io.intercom.android.sdk.Injector.initWithAppCredentials(Injector.java:135) at io.interco

Paige MulliganNew Participant

Article Help Center

How is article relevancy calculated?

When the related articles option is enabled in the Help Center, how does Intercom calculate what’s the most relevant? We have a lot of repeating types of documents for different products, we want to make sure it’s only recommending documents for that same product currently being viewed.

Cameron DiiorioNew Participant

Using the Related Articles feature with multiple products

Hi, I am wondering how users that have multiple products manage their Help Center when using the Related Articles feature.Because of the way the AI works, the product name has to be referenced in the title of the article to have that article pull up in the Related Articles table.For example, the breadcrumbs will look like this:[Product Category] > [Product Name] > User Guide > [Product Name Feature X]How are others titling their articles to avoid redundancy? I would like to avoid referring the product name in the article title, since the way the collections are configured in our environment, it’s already implied the article is related to the product. Thank you!

Neil UgerioNew Participant

Apps & Integrations

Intercom Images Synced To Zendesk Expire Within 1 Hour

Hi,It appears that the Intercom CDN links synced to Zendesk via the ticket integration have a short expiration period of under an hour. After expiration it is not possible to view the images in Zendesk directly.Is there a setting in Intercom to extend the expiration or is it possible to remove the expiration?Thanks!

Diana TripacSenior Community Program Manager @Intercom

Welcome to the Intercom Community! 🥳

We are so excited to welcome you to the Intercom Community! Join the “Welcome Party” , introduce yourself to the community, connect, share ideas and explore how to make the most of your membership! 🤩

Gabriel UribeNew Participant

iOS app getting rejected by Apple due to Intercom camera permission dialog

This is specifically for the followup camera request (“<app> does not have access to your camera”) after declining the first camera request. From Apple:Guideline 5.1.1 - Legal - Privacy - Data Collection and StorageThe app encourages or directs users to allow the app to access the camera. Specifically, the app directs the user to grant permission in the following way(s):- A custom message asks users to reconsider their decision after they deny the permission request.Permission requests give users control of their personal information. It is important to respect their decision about how their data is used.Next StepsTo resolve this issue, please revise the permission request process in the app to not ask the user to reconsider denying permission.

Trung Le DangConnector

Intercom Mobile App

ANR on Initialize

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

Neil UgerioNew Participant

Apps & Integrations

Intercom Images Synced To Zendesk Expire Within 1 Hour

Hi,It appears that the Intercom CDN links synced to Zendesk via the ticket integration have a short expiration period of under an hour. After expiration it is not possible to view the images in Zendesk directly.Is there a setting in Intercom to extend the expiration or is it possible to remove the expiration?Thanks!

Lucky ManagersNew Participant

Reply and Note box Code

Hello guysBy any chance anyone knows what is the HTML code for the Reply / Note box? As far as I am looking they have the exact code in the Inspect section, maybe I am looking at the wrong thing.Thank you

allanokothdevNew Participant

Issue Integrating Intercom with React Native Android App

I'm currently integrating Intercom into my React Native Android Expo app and running into some build issues that I haven't been able to resolve. I’ve followed the official setup guide and installed @intercom/intercom-react-native, but the build fails when running the Android version of the app.Details:React Native version: 0.74.5 Intercom SDK version: @intercom/intercom-react-native@8.3.0" Java version: Java 17 on M1 Mac Error message: TypeError: null is not an object (evaluating 'IntercomEventEmitter.UNREAD_COUNT_CHANGE_NOTIFICATION')

Jorgen EijtNew Participant

Apps & Integrations

Push and integration with Intercom

Hi everybody, we are integrating Intercom with two of our custom built applications. In these two applications we have built the standard integration with Intercom. When I sent a banner or chat from Intercom to these applications, they only appear within these applications when I do a refresh. Of course this is not the behaviour that we want: we want our users to directly see the banner/chat in the applications. Both applications a web based cloud native. It seems that the push mechanisme does not work. What are we doing wrong?

Dani JakobsonNew Participant

Does Intercom integrate with Docusaurus—or allow embedding content outside of the Help Center?

We use Docusaurus for all our documentation and would like to centralize onboarding by embedding Intercom checklists and product tours directly into our docs.Our engineering team also built a custom search bot that scans our Docusaurus portal, but its button overlaps with the Intercom Messenger since both use similar placement and styling. To resolve this, we’re exploring two options: Embed Intercom content (like checklists and product tours) directly in Docusaurus pages, without relying on the Messenger or Help Center. Integrate our custom search bot into the Intercom Messenger via API, so we can unify both experiences in a single UI element. Are either of these approaches supported? Or is there another recommended way to host or display Intercom-created content outside of the default Help Center and Messenger?Thanks!

bosbeestActive User

Ask the Intercom Team about Fin

Fin's flawed assumed resolved & pricing design

Hi everyone, I'd like to get your two cents on the way Fin handles “assuming” it resolved an issue at the moment. Sorry for the essay 😅TL;DR: Fin assumes it has resolved an issue when you step in before a customers presses “Speak to Human”. I do this when Fin is completely wrong and I want to help the customer ASAP as they're in big trouble and I can help them out of it quickly. My situation:I work a company which makes photography hardware for event venues, museums, theme parks, etc. with which you can take a picture, replace backgrounds with themed ones (Friends, Harry Potter, F1, Bluey, etc.) and print them on location. Our system works on our inhouse SaaS platform. Locations that use our hardware are often so packed that there are long queues to take a pic. Supporting customers:When something goes wrong, hardware or software related, people on location instantly start “losing” money and they're stressed about it. Unsatisfied queues of visitors make the situation worse. When they

Tech Team RunnaNew Participant

Back button on helpCenterCollectionsWithIds broken on Android as of v8.2.0

As of @intercom/intercom-react-native v8.2.0 the back button after presenting content using Intercom.presentContent(IntercomContent.helpCenterCollectionsWithIds([id]))is broken on Android devices.Screenshot attached. Any help appreciated.

Ahmed MekawyNew Participant

How to disable (speak to an agent button)?

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

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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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