Unanswered questions

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to enable and customize chatbots in my system, but I’m not sure what the best approach is. I’d love to hear from anyone who has experience with chatbot setup and customization.

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Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specific week. However, if I’m waiting for a customer’s response and the conversation is closed the following week, it doesn’t appear in the report.Is there a way to include these tickets in the follow-up, or am I missing a setting in the report?Any guidance would be greatly appreciated 😊Thank you!

Hi Intercom Support/Community,We want Fin to trigger an OTP verification flow whenever a customer asks for personal information, before Fin is allowed to call our backend and retrieve sensitive data. What we have today (custom SMS OTP via our backend): Data Connector – Generate OTP: calls our backend, and the user receives a code via SMS. Data Connector – Verify OTP: Fin should ask the user for the code, send it to our backend for verification, and then our backend returns a token. After verification, we want Fin to use that token to access backend information via subsequent calls We tried implementing this via Fin Tasks, but it’s not working well for us.Question: What is the most effective/supported way in Intercom to implement this flow end-to-end (SMS OTP + verification + then allow sensitive Data Connector calls)?

When retrieving a conversation via the REST API  GET /conversations/{id}, the initial message that starts a side conversation is not included in the response. Only subsequent replies appear as part_type: "side_conversation_reply" or part_type: "side_conversation_started" as a conversation_part under the  conversation_parts section.Observed behavior: The originating message (e.g., "Hi team, please answer clients query below...") sent by an admin to start the side conversation is completely missing. This message doesn’t appears neither in the api response nor in the main conversation thread in the intercom website, but when we click View side conversation in the main conversation thread in intercom, we can view all the side conversations opened in a separate dialog box.We want to ingest all side conversations related to a conversationId, Is there any endpoint provided by intercom to ingest them? or any other possible way?

There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to have more control over the amount of time the API is accessible.

I am seeing a persistent error when trying to save and set live a specific, large inbound workflow in Intercom.​ Trigger: When customer opens a new conversation in the Messenger for Web, audience = Leads and Users.​ Symptoms: UI shows: “We couldn't set this workflow live. Send us a message and we'll do our best to help out.” at the top of the builder.​ Network tab shows the PUT request to /ember/matching_system/rulesets/{id} returning 502 Bad Gateway (nginx) when saving/setting live this workflow.​ The ruleset payload shows an ID, links, etc., but predicate_group, client_predicate_group, and default_predicate_group are empty arrays.​ Troubleshooting already done No red paths or visible validation errors anywhere in the workflow builder.​ Clicked Save and close first every time before trying Set live.​ Saving is also not working now. Before it was working file Tried: Incognito / private windows and multiple browsers.​ Clearing cookies and hard refresh.​ D

  SDK Version: Intercom iOS SDK 19.4.1  Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description:  The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close button and must complete the survey to proceed. Swiping down to dismiss still works.  Steps to Reproduce:  1. Initialize Intercom with valid credentials  2. Trigger an Intercom Survey (programmatically via presentContent:surveyWithId: or via auto-targeting)  3. Attempt to tap the close button (X) on the survey modal  4. Observe that the tap is ignored and the survey remains open  Expected Behavior:  The survey should close immediately when the close button is tapped.  Actual Behavior:  The close button does not respond to touch events. No console errors are logged.  Additional Context:  - This issue does not occur on Android - only iOS  - Swiping down to dismiss the survey still works  - No error logs appear in the console when tapping the bu

Hello, I’ve got a crash using the Android SDK but can’t say more than the device details and the stacktrace, which I report here.Hope you know more and got to fix it.Intercom Android SDK: v17.3.0Device: Samsung Galaxy A13 - Android 14Fatal Exception: java.lang.RuntimeException: Unable to destroy activity {myapppackagename/io.intercom.android.sdk.survey.ui.IntercomSurveyActivity}: java.lang.IllegalArgumentException: Detected multithreaded access to SnapshotStateObserver: previousThreadId=1163), currentThread={id=2, name=main}. Note that observation on multiple threads in layout/draw is not supported. Make sure your measure/layout/draw for each Owner (AndroidComposeView) is executed on the same thread. at android.app.ActivityThread.performDestroyActivity(ActivityThread.java:6149) at android.app.ActivityThread.handleDestroyActivity(ActivityThread.java:6181) at android.app.servertransaction.DestroyActivityItem.execute(DestroyActivityItem.java:47) at android.app.serv

We are sending messages using Intercom’s REST API and after completing a task on our platform side, we would like to inform the customer that:“The team will get back to you on this. Our usual reply time is 1 day. You'll get replies here and to email@example.com.” (sent from William’s Admin ID)However, this causes an unintended side-effect with our auto-assignment rules:Because Intercom treats this as a teammate reply, when the auto-assignment occurs (balanced assignment). We auto-assign conversations based on “waiting longest”, so this causes these conversations to be de-prioritised and skipped, and they will only be picked up again if the customer replies.As a workaround, we currently: Do not send a message to the customer, and instead Use the API to unassign the conversation and move it into a manually monitored inbox where it auto-assigned and picked up. This avoids breaking the assignment logic, but it leaves the customer confused because they receive no acknowledgement that we a

Hi!  I’m the CEO of a high ticket, low volume equipment manufacturing company.  We use Hubspot for our sales CRM and customer support.  The allure was to have all of our data in one place, which also likely reduces costs.  But in practice, creating “automations” manually to facilitate ticket management is absurdly and unnecessarily complex compared to any support-first product like Intercom.  I’m also curious as to AI / chatbot features between Hubspot and Intercom.We receive about 50 tickets per month but many of those are simple requests that could surely be answered by an AI bot, which would allow our staff to focus on the truly urgent.The urgent, priority 911, requests typically require a video call on Zoom or Whatsapp to visually inspect the customer’s equipment, diagnose, and address.My current belief is that our needs are so basic and our requests so minimal, that Intercom would be overkill and not worth the additional cost and integration complexity, but I’m making this post to

There is a vulnerability not fixed even in latest Intercom Android SDK 17.4.2:org.msgpack:msgpack-core should be 0.9.11 or greater|    +--- io.intercom.android:intercom-sdk-base:17.4.2|    |    +--- io.ably:ably-android:1.5.0|    |    |    +--- io.ably:network-client-okhttp:1.5.0|    |    |    |    +--- io.ably:network-client-core:1.5.0|    |    |    |    \--- com.squareup.okhttp3:okhttp:4.12.0 (*)|    |    |    +--- org.msgpack:msgpack-core:0.8.11Could you please update io.ably:ably-android to latest 1.6.1 to see if it fixes the vulnerability?Thanks!More Infoorg.msgpack:msgpack-core(Maven)< 0.9.110.9.11SummaryAffected Components:org.msgpack.core.MessageUnpacker.readPayload()org.msgpack.core.MessageUnpacker.unpackValue()org.msgpack.value.ExtensionValue.getData()A denial-of-service vulnerability exists in MessagePack for Java when deserializing .msgpack files containing EXT32 objects with attacker-controlled payload lengths. While MessagePack-Java parses extension headers lazily, it

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Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to export all user IDs and related user data from Intercom using the API. I’ve looked at the docs but I’m not sure about the most efficient approach, especially for large datasets. Has anyone done this before? I’d love to hear your suggestions

Hi everyone, We’re seeing Fin frequently sending a follow-up message after responses, like:“Did that answer your question?” / “Was this helpful?” In many cases it happens almost after every message, and it can feel repetitive for customers. Is there a way to control the frequency of this follow-up (reduce it, change when it appears, or disable it)? We’d like more control so it doesn’t trigger too often.

I have spent some days trying to set up a product tour for our coursebuilder and it is working in very inconsistent ways. In our coursebuilder, the user is guided through a step-by-step process of specifying a target audience, uploading documents etc. If I use a single product tour for all the steps across pages, this does not work as elements are displayed too early, before the page in question is accessed. I found a workaround by setting up multiple product tours but they can disable each other, even when I specify a different start URL. Sometimes it works, sometimes not.Another problem is that essentially the product tour Preview function does not work with our coursebuilder, and neither does the link feature if I enable “use tour everywhere”. My only option to test the product tour is to assign it to my account and two other admin accounts. I then log into three different accounts once a day to have one runthrough each. If one part of the tour is not displayed, I have to wait to th

Hello, I wanted to report a crash that we have in our application.I don’t know when it happens but it seems to be caused when the SDK try to download an attachment and the file isn’t available.Stacktrace: Fatal Exception: java.io.FileNotFoundException: https://xxx-support.intercom-attachments.eu/i/o/file.pdf at com.android.okhttp.internal.huc.HttpURLConnectionImpl.getInputStream(HttpURLConnectionImpl.java:255) at com.android.okhttp.internal.huc.DelegatingHttpsURLConnection.getInputStream(DelegatingHttpsURLConnection.java:211) at com.android.okhttp.internal.huc.HttpsURLConnectionImpl.getInputStream(HttpsURLConnectionImpl.java:30) at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1$1.invokeSuspend(PreviewUri.kt:252) at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:34) at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:100) at kotlinx.coroutines.internal.LimitedDispatcher$Worker.r

We are experiencing an issue where conversations started via the JavaScript Messenger are not being associated with the company object provided during initialization. While the session ping correctly identifies the active_company_id, the resulting Conversation object via the REST API doesn’t returns companies at all.Steps to Reproduce: Initialize the Intercom Messenger using the window.intercomSettings snippet. Provide a valid user_id, user_hash (Identity Verification), and a company object (including a valid company_id). The Messenger boots successfully; identity_verified is true. Start a brand new conversation as the user. Fetch that specific conversation via the REST API (GET /conversations/{id}). Expected Result: The companies/company_id field in the Conversation JSON response should contain the company object passed during initialization.Actual Result: The companies field is either missing.Technical Context: Identity Verification: Enabled. The user_hash is generated correc

For our car-sharing company in the Netherlands (Amsterdam) we are looking for an experienced Intercom specialist who is able to optimise our system. We have implemented it about 1 year ago and although we have things running with workflows and such we don’t believe we are utilising it to the full extend so it can start giving us easier insights and monitoring. We also work with Back Office and also want a better integration of Intercom with this system. 

Hi guys, I’m wondering if agents can send our customers a calendar feature for them to book a onboarding call but something that’s built in Intercom rather than a external calendar app, I haven’t seen it yet, is there such a feature already?Thank you in advance 

Looking for someone who could help us with setup of Intercom for support, product tours, campaigns etc.  It’s been difficult finding local expertise!  Based in Akl, strong preference for local (needs to be able to attend a meeting etc)Many thanks! 

I’m working with Intercom tooltips and want to show or hide them conditionally from my web UI.I have a toggle button in my frontend that allows users to manually turn tooltips on or off. Based on this toggle, I want to control the visibility of Intercom tooltips.What I’ve done so far: In Intercom, I configured the tooltip rule as: learn_mode == true On the frontend, when the toggle button is clicked, I call: Intercom('update', { learn_mode: true }); // or false The goal is: learn_mode = true → show tooltips learn_mode = false → hide tooltips Issue:The Intercom('update') call does not seem to trigger the tooltip. The tooltip does not appear or disappear as expected when toggling the button.Question:What could be the possible reasons why the Intercom('update') call is not triggering the tooltip, and what should I check to ensure the tooltip renders correctly based on the custom attribute?

Hi everyone,We’ve noticed some users reporting that parts of our in-app widgets stop responding after they add third-party tools to customize their experience. While discussing this with a teammate, we mentioned hub script as one example people often try when experimenting with UI behavior.Has anyone seen similar conflicts with Intercom widgets, chat triggers, or tracking after users add custom scripts? What’s the best way to isolate whether the issue is coming from Intercom or from external tools?

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included. 

Hi intercom supporters,We’re facing an UI issue related to the send button in the chat window. This only happens on iOS 26, and does not not happen on iOS versions below 26. You guys can take a look on the attaching image below. we’re using "@intercom/intercom-react-native": "^8.7.0", we also have tried upgrading to the latest version which is 9.4.0 but it’s not working, the issue is still there.Please help us take a look on this issue and let us know if we can provide you further information. Thank you so much.