Unanswered questions

Please consider replacing randomly generated names such as "Cyan Kangaroo" with more natural placeholder names in the format "Firstname Lastname". Random animal-based names may appear unusual or unprofessional to visitors across different geographies and industries, whereas a standard name format provides a more familiar and professional experience.

Test Environment:OS: Windows 11 24H2(OS Build 26100.4946)Browsers: Edge (version 150.0.4078.42)URL: https://www.intercom.com/help/en/articles/415-get-feedback-at-scale-using-message-reactionsUser Impact:Keyboard-only users, including individuals with motor disabilities or those relying on assistive technologies, will be unable to access the feedback emoji tooltip on Windows. This limits their ability to provide feedback and violates accessibility standards for inclusive design.Repro Steps:Open the URL: https://www.intercom.com/help/en/articles/415-get-feedback-at-scale-using-message-reactions in edge browser. Intercom page will open. Press tab key to reach to the feedback emoji control. Verify whether Tooltip for Feedback emoji controls are accessible using keyboard in windows or not.Actual Result:While navigating using keyboard tab key, Tooltip is not appearing on feedback emoji controls in windows.Refer Attachment:Tooltip for Feedback emoji controls are not accessible using keyboard

Our subdomain managed by intercom was flagged as ‘Unsafe Implementation Of Subresource Integrity’ issue."Unsafe Implementation of Subresource Integrity" usually comes from a scanner flagging that you're loading external scripts or stylesheets (typically from a CDN or third-party service) either without an integrity attribute, with a weak hash, or with integrity present but missing crossorigin. Subresource Integrity (SRI) lets the browser verify that a fetched file hasn't been tampered with by comparing it against a cryptographic hash you specify.Can you do something to mitigate this? Like<script  src="https://cdn.example.com/library@1.2.3/file.min.js"  integrity="sha384-<hash>"  crossorigin="anonymous"></script> 

We are seeing an issue with Intercom outbound welcome messages in our Flutter Android app where the same outbound message is rendered multiple times repeatedly in the conversation/preview screen.Instead of showing the welcome message once, Intercom displays the exact same content duplicated 2–3+ times in the same thread/UI.Note:Issue comes in Android version 14 and 15. No issue in Android 16.  

Hello,We're seeing localized email headers displayed to customers in email conversations.For example, the quoted conversation history contains russian language:От: Отправлено: Кому: Тема:and timestamps such as:(UTC+07:00) TomskOur workspace language is set to English, and we'd like all customer-facing communication to appear in English.Could you please clarify:Where these localized headers are coming from? Whether there is a way to force them to appear in English? Whether there is a setting to prevent timezone names such as "Tomsk" from being shown?I've attached screenshots for reference.Thank you. 

We have some team members that are not on Intercom all the time. However, some message do need their input. It would be great to be able to slack teammate when they are mentioned @____ in the notes.And also, when the chat is assigned to the person.

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Settings > Channels > Messenger > Control inbound volume, "Prevent users replying to closed tickets" is ON, set to 30 days (same for visitors and closed conversations) We have a workflow with the trigger "When a ticket is created" (Customer tickets, Web, Users) that applies an SLA and assigns tickets to our support teamWhat happened (from the ticket activity log):3 months ago: customer submitted a ticket via a Messenger ticket form, it was handled and manually closed by a teammate 4 days ago, on the same ticket ID, this sequence appears in the activity log: Company attribute set (by AI/automated attribution) Moved to "Submitted" and shared SLA applied by our "when a ticket is created" workflow Assigned by that same workflow Import

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other.  A setting that prevents agents from modifying this is desirable.

We are using both conversations and tickets, but for the reporting ticket metrics are often limited and do not provide the same insights as for conversations. i.e. when looking at the next response time. However, for us it would be highly valuable to have the same kind of metrics available for both conversations & tickets. 

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xcode, terminate the App (on Simulator, not on Xcode), send a message to my test user, wait the push notification, receive it, tap on it but when i tap on it, Intercom Messenger does not opens the modal chat, it keeps me on my WorkListView (WorkList is a subview of RootView, that appears after SplashViews finish animation and transit to WorkListView).I have already made installation (API Key, API ID and Push Notifications are enabled on Settings > Channel > Messenger > Install > Install for Mobiles), Apple Developer is already configured, when i open the Messenger on my App, i can send and receive messages. When App is open but in background i am able to receive and wake the app in the correct modal Intercom window chat, but only t

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like me to connect you to a human agent? You can also continue working with me and provide more details if you prefer."We're building a multi-stage escalation flow (a short ladder of clarifying prompts before handoff) to collect 3 key infos for our support team (What customers were trying to do in the product, where are they in the product, what happened), but we need the final stage to first check whether the user already gave issue details earlier in the conversation, rather than asking for information a third time if they already provided it. I understand that Escalation Guidances are stateless so we can’t store anything in there. How can we build a robust support detail collection flow in case customer asked directly for human agents? i.e (

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI, but when I select it, there is no content inside (no brands to choose from). It feels like the filter is broken in Export.Has anyone experienced this? Is there a known limitation or workaround?Thanks in advance!

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download User Impact:Users who rely on screen readers cannot understand the purpose of the iframe because its name is not announced. This makes the video content inaccessible and prevents users from deciding whether to interact with it. Pre-Requisite:Turn on Screen Readers: NVDA: Ctrl + Alt + N JAWS: Ctrl + Alt + J Narrator: Ctrl + win + Enter Verbosity: NVDA: Default JAWS: Beginner, Highest Narrator: Default Repro Steps:Open the URL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download in edge browser in windows. Press down arrow key to navigate to the YouTube video in browse mode. Verify whether Screen reader announces the name for iframe present on YouTube video in windows or not.Actual Result:Screen reader do

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7271)Browser: Edge (Version 143.0.3650.75)Screen Reader: NVDA (2025.3.2), JAWS (2025.2508.120). NarratorURL: https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom User Impact:Screen reader users will miss the ‘Did this answer your question?’ label for feedback controls, making it unclear what the controls represent. This can lead to confusion and incorrect responses during feedback submission.Pre-Requisites:Enable NVDA Repro Steps:Open the URL: Getting started with Intercom | Intercom Help in edge browse in windows. Intercomm page will open. Press tab key to navigate to the Feedback controls. Verify whether Screen reader is announcing the 'Did this answer your question?' label for the feedback controls in windows or not.Actual Result:Screen reader is not announcing the 'Did this answer your question?' label for the feedback controls in windows.NVDA announces: Disappointed Reaction toggle button not p

Wie kann ich den Betreff und den Absender einer Email, die bei Start eines Gespräches erstellt wird, vorab definieren bzw. als Standard hinterlegen?

With Fin for Sales, we aren't using the meeting booker integrations for qualified sales meetings. Instead, we route prospects with the gCal app to schedule meetings with sales reps based on territory. One limitation we've encountered is that we haven't been able to set the meeting owner to a field that syncs with the Salesforce record owner. How can this be made possible?

EXC_BAD_ACCESS: Exception 1, Code 2, Subcode 6132301816 >Stack overflow  CoreFoundation      0x193f04a10  __CFStringEqual  CoreFoundation      0x193f39e24  CFCachedStringEqual  CoreFoundation      0x193f39dc0  _CFXNotificationRegistrarFindName  CoreFoundation      0x193f63ea8  CFXNotificationRegistrarFind  CoreFoundation      0x193f63864  _CFXNotificationPost  Foundation          0x1911b1088  -[NSNotificationCenter postNotificationName:object:userInfo:]  Intercom            0x105a9d1b8  -[ICMRootViewController postIntercomModalViewControllerWillHideNotification]  Intercom            0x105a9c2e0  -[ICMRootViewController closeIntercomModalWithCompletion:]  Intercom            0x105a9bee8  -[ICMRootViewController dismissAllIntercomViews]  UIKitCore           0x199e1dd40  -[UIViewController dismissViewControllerWithTransition:completion:]  UIKitCore           0x199e1d92c  -[UIViewController dismissViewControllerWithTransition:completion:]  UIKitCore           0x199ee4784  -[UIViewContro

 Hey community,Trying to connect Intercom to our Discord server and hitting this error:"This bot can't join more servers as it has not been verified or is requesting gateway intents it has not been verified for."Fin confirmed the bot is pending Discord verification and there's no workaround. Raised it with Engineering Support, they confirmed it's a known bug, created a ticket, no ETA.A few questions:Is anyone successfully using the Discord integration right now? Was there a point where it worked and stopped, or has it never worked? Any workaround — e.g. does the server need to be a verified/community Discord server?Seems like a critical gap given Intercom is promoting it as a supported channel. Curious if others are affected.

Hi everyone, I am trying to build a pre-purchase flow using Intercom's Custom Bots to reduce product returns on our e-commerce store.For some of our highly technical gear, like these Forclaz trekking gloves, customers frequently struggle to pick the right size based on hand measurements, which leads to high support ticket volumes.I want the Custom Bot to trigger on this specific page path, ask the customer to measure their hand, and then provide a direct size suggestion (S, M, L) based on their answer.What is the best way to set up this conditional logic inside the bot builder? Do I need to create custom user attributes for "hand_size", or can I handle this entirely with path branches based on temporary button responses? Any examples of similar setups would be amazing!

Hi everyone, I'm working on setting up Intercom Product Tours on our outdoor e-commerce site, and I’ve run into a bit of a logic issue.We want to show a highly specific sizing and care guide tour only when a user lands on our high-performance technical product pages—for example, on pages like this forclaz jackets. Because these items require precise fitting instructions, a generic onboarding tour doesn't work.

DISREGARD - MEANT TO SUBMIT THIS AS A FEATURE REQUEST.

Looking to connect with experts / consultants to assist us in setting up our intercom instance.Contact me here or on LinkedIn : https://www.linkedin.com/in/balthazar-villey-desmeserets/ Thx

Fin reads phone numbers too quickly Request: add a setting to slow down or format phone number delivery

We've had the iOS Messenger down for ~2 months on our production app (React Native, @intercom/intercom-react-native 10.3.4, US workspace, appId m4e3h09o). Android works fine with the identical integration.Symptoms: the Messenger opens but content stays empty; the native console shows repeated "network error – the data couldn't be read because it isn't in the correct format" on update-user and fetch-composer-suggestions. curl to api.intercom.io succeeds, so it isn't connectivity — the SDK is receiving a response it can't parse (JSON deserialization failure).What we've already done: confirmed appId + iOS key resolve to the same workspace; ruled out init order, ATS, SSL pinning, duplicate packages and region routing.The telling part: a minimal, empty Expo project with the same appId/key loaded the Messenger correctly on one run, then reproduced the exact same error on a later run — with nothing changed locally. An identical client that passes and then fails with zero local changes points