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Matt FraserNew Participant
 Outbound
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

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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

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Dominik RConnector
 Mobile SDKs
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)    

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prakashhindujageneva
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 

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prakashhindujageneva
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SergeyNew Participant
 Mobile SDKs
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

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User2149Active User
 Reporting
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!

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Paul Byrne
Intercom Team
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Heather McCormickNew Participant
 Reporting
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

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Paul Byrne
Intercom Team
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Jarvis RoamlessNew Participant
 Mobile SDKs
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" } ]}  ​

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Paul Byrne
Intercom Team
Patrick H12
Patrick H12Connector
 Knowledge
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!

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Paul Byrne
Intercom Team
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zapierdeveloperNew Participant
 API & Webhooks
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. 

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Paul Byrne
Intercom Team
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CJ NeillNew Participant
 Automations
Reusable Workflow overriding sequence

I’ve creating a reusable workflow that has “wait” 15 minutes as the first command. Whenever I try to add to sequence on my workflow, it takes priority before the items in that sequence which I did not intend. I want the reusable workflow to kick in after 15 mins. How can I make this work? Thanks!

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Paul Byrne
Intercom Team
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Katie LNew Participant
 Outbound
Macro Formality

Hey there! I’m a global quality manager and I’m curious how others keep their macros formal and informal in nature. For example, if a customer emails in a question vs messages. I’d love to hear from you on your formatting tips/tricks!  

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User1710New Participant
 Fin AI Agent
What is your Fin success rate?

Just out of curiosity, what is everyone’s resolution rate with Fin?We are just now implementing Fin AI for our bots and are trying to set realistic goals and expectations. Our manually created bots today deflect about 40-45% of chats without Fin, so hoping we can reach at least 60% deflection with Fin. 

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Jeremy Brown
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Rodrigo LessingerNew Participant
 Mobile SDKs
[Android] App crashing on 16.0.0

Hello, we've recently updated our SDK to the latest version (16.0.0) and we've been seeing a few crashes in production related to the in app notification. This seems to happen when showing the Full notification, as there seems to be something missing in the layout that intercom uses internally. We've just bumped to the latest version, but looking at the code, that doesn't seem to solve this particular issue.This is the stack trace we're getting:Fatal Exception: java.lang.NullPointerExceptionParameter specified as non-null is null: method io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView, parameter composeViewio.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView (InAppNotificationCard.kt:3)io.intercom.android.sdk.overlay.ChatNotification.populateViewsWithData (ChatNotification.java:90)io.intercom.android.sdk.overlay.ChatNotification.display (ChatNotification.java:64)io.intercom.android.sdk.overlay.InAp

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Emilygav
Intercom Team
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kaganNew Participant
 Mobile SDKs
Android sdk crash: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}'

Hey! We have started getting this crash recently and switching to the latest sdk(16.1.0) didnt help. Can you please help me with this? Thanks! Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}'Full crash log: java.lang.IllegalArgumentException: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}' at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:0) at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:189) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.TicketInAppNotificationContent(InAppNotificationCard.kt:180) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.InAppNotificationCard(InAppNotificationCard.kt:124) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:75) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.i

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Emilygav
Intercom Team
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Lucky ManagersNew Participant
 Inbox
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   

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Emilygav
Intercom Team
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allanokothdevNew Participant
 Mobile SDKs
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')

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Emilygav
Intercom Team
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Jeet VaniNew Participant
 Mobile SDKs
I'm currently facing a build error in my React Native Android project while integrating the @intercom/intercom-react-native package.

Here are the errors:  jetified-intercom-sdk-base-15.10.3-runtime.jar: D8: java.lang.NullPointerException: Cannot invoke "String.length()" because "<parameter1>" is nullWhat I’ve Tried: Checked build.gradle for SDK version compatibility Cleaned and rebuilt project (./gradlew clean && ./gradlew build) Searched through Intercom docs and changelogs Looked at open issues in the GitHub repo My Setup: React Native version: 072 Intercom SDK version: 15.10.3   Gradle: 8.0.1 Questions: Are these methods deprecated or moved to a different namespace? Is there a recommended way to check login state and fetch user attributes in the latest SDK? Should I downgrade to a previous version of the Intercom SDK? Any help is greatly appreciated!

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Emilygav
Intercom Team
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FelipeNew Participant
 Mobile SDKs
Problema con getUnreadConversationCount() en React Native: siempre retorna 0 aunque hay mensajes no leídos

Hola comunidad,Estoy integrando Intercom en una app React Native (bare, usando EAS Build, no Expo Go) y tengo el siguiente problema:Uso el método Intercom.getUnreadConversationCount() para mostrar un badge de mensajes no leídos.El usuario está correctamente identificado (userId y email coinciden con los del panel web).Desde el panel web de Intercom, envío mensajes al usuario (tanto desde un agente humano como desde el bot).En el panel web, los mensajes aparecen como “Not seen” para el usuario.Sin embargo, en la app, el método getUnreadConversationCount() siempre retorna 0, incluso después de recibir mensajes nuevos y refrescar el conteo.Ya probé con mensajes automáticos/bot y tampoco se refleja el conteo.No necesito push notifications, solo quiero mostrar el número de mensajes no leídos.Estoy usando la última versión de @intercom/intercom-react-native y la integración nativa está bien (la mensajería funciona).¿Alguien ha tenido este problema?¿Hay alguna limitación conocida en el SDK de

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Emilygav
Intercom Team
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Alex TNew Participant
 Mobile SDKs
[react-native] removing event listener throws "Maximum call stack size exceeded" error

Howdy!We're experiencing this issue after updating from 3.x SDK to 4.0.1 (https://github.com/intercom/intercom-react-native react-native version: 0.70.5  Code sample (which is basically the same that you have in docs):  useEffect(() => { const subscription = Intercom.addEventListener( IntercomEvents.IntercomUnreadCountDidChange, (response) => { setCount(response.count); } );   return () => { try { subscription.remove(); } catch (e) { console.log(e); } }; }, []); Calling subscription.remove on line 11 during effect cleanup triggers an exception. Line 13 prints:[RangeError: Maximum call stack size exceeded]Without try/catch block the call just fails silently due to this - https://github.com/facebook/react-native/issues/32673(which doesn't contribute to the original problem, just makes it go unnoticed).  Let me know what other details you might need. What can be done about it? Thanks.

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SoniakNew Participant
 Messenger
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

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Cassandra D12New Participant
 Inbox
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? 

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Dave CNew Participant
 Connect with Fin Users
Tagging Fin Converations

How do we have Fin tag conversations for reporting? My company is on a 14 day trial, and I know this will come up as a key issue in determining whether we will use Fin after the trial ends.

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Christina KenneyNew Participant
 Automations
Workflow clarification request to redirect and call attention to missed convos and tickets after a duration of time

I have a current Workflow planned where if teammate has replied is false, no one is assigned, and the last time the user was last heard from 3 days ago, it should tag the conversation as a missed connection and put an internal note to call on internal admins to view. I want this to be configured with business hours in mind so that weekends and holidays don’t count towards the 3 day rule. Would adding AND during default office hours work in this way, or would it recognize the workflow and scan for missed convos during business hours only, or only let us know during business hours, etc. I’m a bit unclear about how this will operate from the condition descriptions and am unable to preview Are there other time/duration related conditions that are possible for workflows, such as giving a general date range (weekly, weekdays, weekends, etc.) that are on the way or being considered for the product roadmap in terms of workflow building?

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Paul D
Intercom Team
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Praneeth DhanushkaNew Participant
 Mobile SDKs
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  

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Paul D
Intercom Team
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