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All of sudden today our native Android crash started crashing whenever a user tried to access Intercom. This was the crash:java.lang.ClassNotFoundException - org.msgpack.core.buffer.MessageBufferUThe crash only happened with builds obfuscated by ProGuard. The crash still happened even after adding the keep rules according to the documentation:-keep class io.intercom.android.** { *; }-keep class com.intercom.** { *; } We solved the crash by adding the following to our proguard-rules.pro file: -keep class org.msgpack.** { *; }I have a couple of questions:Why did the crash start happening all of a sudden? Why is it not mentioned in the documentation that we need to keep org.msgpack classes unobfuscated? How can we be sure to prevent similar crashes to happening ever again? Thank you

On the intercom landing page, we have some pinned articles. If you open the pinned article, and try to tap the "X" button, it will not close the article. However, swiping down will still allow you to close that article. This behavior only occurs on iOS - it does not occur on Android.Some notes:If you go from the landing page and select the "Help" to go to the collection of articles (rather than the pinned article on the landing page), then those articles CAN be closed via the "X" button. This behavior occurred on the latest react native SDK version, 19.1.2 We checked and found we had to regress to 19.0.3 to resolve the problem - however we cannot use this older version, otherwise we will lose the iOS 26 changes.

We are using Intercom React Native 7.1.0 (Intercom Android 15.8.+) with iOS working fine except for Android. and it keeps crashing.“Something Went Wrong”“Content Cannot Be Loaded”This has been happening for a long time, this doesn’t happen on iOS or the Web.I have tried this solution:We already have this option enabled, and still doesn’t work.I don’t know what is causing this issue as we already have loginUserWithAttributes() in our app and iOS is not breaking with this error message either.We use it like this in our code:await Intercom.setUserHash(user_hash);await Intercom.loginUserWithUserAttributes({ email: user_email, userId: uid,});We want to support lower versions of users on iOS and Android so upgrading is a not an option.Is there a way we can resolve this.

When using `Intercom.presentContent(.article(id: articleId))` with the current version of the iOS SDK (19.3.0), the app presents an empty view for a second or two and then crashes after outputting the following.*** Terminating app due to uncaught exception 'NSInvalidArgumentException', reason: '-[IntercomSDKPrivate.ArticleHostingController setContentDelegate:]: unrecognized selector sent to instance 0x12aeec000'*** First throw call stack:(0x1863e28c8 0x1833597c4 0x18647e838 0x18cfb1484 0x18635f4f8 0x1863673a0 0x10915b2f4 0x18645dd64 0x10913e12c 0x10787c63c 0x1078962d0 0x1078b74c0 0x10788c778 0x10788c6b4 0x186384520 0x186336d14 0x186335c44 0x225726498 0x18bcb0ddc 0x18bc55b0c 0x18bd91860 0x10bad5448 0x10bad53bc 0x10bad7308 0x1833aee28)Exception received: NSInvalidArgumentException - -[IntercomSDKPrivate.ArticleHostingController setContentDelegate:]: unrecognized selector sent to instance 0x12aeec000 

Hi, I’m not sure if this has been addressed before, I couldn’t find an existing topic. Is there a way to manually create a user or lead in Intercom without entering an email address? I understand we can use either an Email or User ID for new users, but in this case, our agent needs to start a WhatsApp conversation with a lead who doesn’t have an account with us yet. The lead was referred through another channel and has no prior conversation history, so there’s no record in our Intercom database. Since the customer doesn’t have an email, we’re looking to manually create a lead using only their phone number.!--endfragment>!--startfragment>

Hi everyoneI use the Aircall integration with Intercom. Normally, when we get a phone call, it creates a ticket from the call. And the person who picked up the call, was automated assigened to the ticket.Since this week, there is not. The new created tickets getting unassigened, no matter who picked up the call.Cant find any changes. Any one got similiar issues or has a fix?

Im trying to install the Messenger app in Salesforce Community. I found this old article but it seems incomplete.  Im wondering if I could get help with this integration.  I Edit the Head Markup in the Salesforce Community with the pre-filled script.Then in a lightning component I tried to Instantiate the Intercom instance:import { LightningElement, api } from 'lwc';export default class IntercomApp extends LightningElement { connectedCallback() { try { window.intercomSettings = { api_base: 'https://api-iam.intercom.io', app_id: 'my-app-id-here' }; } catch (error) { console.error(error); } }}I get this warning:frame-modern.812d2c17.js:1 [Intercom] The App ID in your code snippet has not been set. Set it to your App ID found in settings to complete installation: https://app.intercom.com/a/apps/_/settings/web With this message below:[Intercom] Launcher is disabled in settings or current page does not ma

Hello, We are currently using Intercom in our Expo React Native app for customer service messaging. We have previously been using Expo SDK 53 and React Native 0.79.5 with the react native intercom package 9.0.3 and all has been working well.However upgrading Intercom to 9.1.0 or higher is causing some very weird issues for us.Our app streams HLS video where the HLS playlist contains 10s chunks of video which is presented to the user as one long continuous clip. When scrubbing forward in the clip further than what’s been buffered the stream will obviously need to buffer. Our player is using the expo-video package, but we’ve tried with other packages as well such as react-native-video. Now to the issue; Intercom 9.1.0 and higher causes the app to crash when scrubbing forward quickly in the video stream, this problem is only present there and when downgrading Intercom to 9.0.3 it’s working fine again and I can scrub and pause/forward/rewind with no problem and the app is not crashing. I c

Our website is a SPA (Single Page Application). Is it possible to install the Intercom Messenger for a SPA with Google Tag Manager? If this is possible, how can I do this.And if not, if I install the messenger with the Code Snippet. Can I still track Intercom events with Google Tag Manager and Analytics, or do I need to completely change this setup?

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it? 

Can I open news section whenever there is a passive notification in the news intercom-messenger-frame else hide it?

Hi there! Looking for some help with two problems I’m having with getting a custom HTML template set up.  1. How do I import custom fonts? This is probably more of an HTML question, but at the moment, I’ve got .tff files ready to go, but have no clue how to get them into my code. Any guidance available here? Thanks. 2. Second, how do I grab an ‘unsubscribe’ link for an Intercom email? And then, how do I put this unsubscribe link into a custom template? I’ve tried using the {{ unsubscribe_link }} tag, but it doesn’t seem to be working when I click on the link in the preview that pops up while I’m editing the email. 

Hi Intercom team, we receive several errors after trying to login a user with attributes using react-native sdk.We check if the user is logged in before making a Intercom.loginUserWithUserAttributes call.A short stack-trace for the error we receive: code: 102,domain: io.intercom.ios.error.network,message: Error in loginUserWithUserAttributes,name: Error,NSLocalizedDescription: HTTP Error: 400 bad requestWe send email and userId to the method call, like this: Intercom.loginUserWithUserAttributes({ email, userId }) Could you help us understand why we still get an error, I’ve run a console.log for both email and userId and both seem legit.

Hello,I hope you are doing well.My name is Vicky, and I am a registered nurse. I currently work within a team where I serve as the resource person for Intercom. I have completed the training available in the Academy section, but I would love to hear your advice and suggestions on how to properly set up workflows with the goal of reducing clicks and improving customer service.We are not using Fin at the moment — perhaps one day, but not right now.Do you have any trainings, articles, books, or other resources that could help me?Thank you,Vicky

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

I’m working on an email reply automation tool using the Intercom REST API. I’m trying to retrieve the email history — the quoted text that appears collapsed behind the three dots (“…”) when a customer replies to an outbound email we’ve sent them. Three dots for expanding email historyFrom inspecting the network traffic, I can see that this data is retrieved via a private Ember API endpoint:curl 'https://app.intercom.com/ember/inbox/email_history?metadata_id=XXXXXXXXX&app_id=yyyyyyy Is there an equivalent method in the public REST API to access this email history or quoted content?I’ve already tried GET /conversations/{conversation_id}, but the response only includes the conversation parts - it doesn’t contain the quoted email thread (the hidden “three dots” section) in either the parts or metadata.To clarify, customers are replying directly to our outbound emails (sent via our own system, not through Intercom). When we fetch the resulting conversations through the API, we can see t

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

We’re hoping to gain insight into how other customers are forecasting handle time, particularly when using Intercom data. We've noticed discrepancies in the handle time metrics reported by Intercom that don’t align with the structure of our operations.Typically, I export the raw data and filter out outliers manually. However, we continue to see a significant number of conversations with unusually long handle times that lack a clear explanation. This inconsistency makes it difficult to trust the accuracy of the reports.We’re looking for a better approach—either a clearer understanding of how Intercom calculates handle time behind the scenes, or alternative methods for forecasting handle time more reliably using Intercom data.Thank you in advance for any guidance or shared experiences!

When I pull down an example line in the body via API I get something like this:\n<p class=\"no-margin\"></p>\n<p class=\"no-margin\"><b>Can I add in other activities?</b></p>\n<p class=\"no-margin\">Not at this time. If this is a feature you would like, please send us a message.</p>When I push that back up, it adds a new line to below the bolded text. This is also happening above lists as well, but only when it’s below a <p> class.The output looks like this:<b>Can I add in other activities?<b/>Not at this time. If this is a feature you would like, please send us a message.Where the intended output should be<b>Can I add in other activities?</b>Not at this time. If this is a feature you would like, please send us a message.Is this a bug? Is there a way around this?

We are getting a great number of crashes on the Android version 14.1.0.This seems to happen to the conversation_list RecyclerView.You can find the stack trace bellow: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:4471) at android.view.ViewGroup.addView(ViewGroup.java:4312) at android.view.ViewGroup.addView(ViewGroup.java:4252) at android.view.ViewGroup.addView(ViewGroup.java:4225) at androidx.compose.ui.viewinterop.AndroidViewHolder.setView$ui_release(AndroidViewHolder.android.kt:97) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:312) at androidx.compose.ui.viewinterop.AndroidView_androidKt$createAndroidViewNodeFactory$1.invoke(AndroidView.android.kt:247) at androidx.compose.ui.viewinterop.

Hello! I wanted to report a couple of issues we’ve been experiencing with the FIN Suggestions feature: Suggestions tab showing empty results – We sometimes see that a suggestion appears to be available, but when we open it, it’s actually empty (no comments or text). Article changes not saving – When trying to edit an article through FIN Suggestions, we often get an error saying the changes could not be saved. In some cases, the changes aren’t even saved as a draft, which has caused us to lose work and time. Could you let us know if these are known bugs or if there are any current workarounds?Additionally, we were wondering if there are any options to guide or rate suggestions so the system can learn from our feedback. At the moment, many suggestions seem repetitive and often just reword content without explaining why the original version might not be good. It would be great to have a way to indicate which suggestions are more helpful and steer the system toward providing more useful

Do you think it would be possible to Extend the scale for the customer satisfaction (from 1 to 10).1 to 10 is now a standard and most of the SAAS companies are using it.

We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.

Hi there,I need help configuring the ticket system for a workflow I've built.My goal:I have a workflow bot for clients and sellers. I want conversations where users pass through a specific "Seller's questions" path to be automatically converted into tickets with the "Seller" type and a specific tag.What I've already set up: Created a "Seller" ticket type and a corresponding tag. Created a "when a ticket is created" workflow with a condition that triggers for any ticket with the "Seller" tag or ticket type. But...The automation isn't working. Tickets are only created if I manually convert these chats. Could you help me identify what's missing in my setup so it works automatically as intended?

Hi there! I’m trying to test a use case, but no luck so far, so I wanted o see if any of you tried something similar. Use case: I need Fin to override the user’s initial inquiry IF Fin detects a Health check issue on the user’s account. I have the data connector set up, and I added a When/If/then guidance. So far, this guidance is only triggered if the user asks a direct question about their account health status. Here’s a screenshot of the rule: