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Conversation Object missing `companies` association despite valid company object in Messenger boot

  • January 23, 2026
  • 4 replies
  • 84 views
A

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:

  1. Initialize the Intercom Messenger using the window.intercomSettings snippet.

  2. Provide a valid user_id, user_hash (Identity Verification), and a company object (including a valid company_id).

  3. The Messenger boots successfully; identity_verified is true.

  4. Start a brand new conversation as the user.

  5. 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 correctly for the user_id.

  • Intercom Version: 2.11

  • Messenger Payload: ```javascript window.intercomSettings = { app_id: "...", user_id: "...", user_hash: "...", company: { company_id: "ORG_123", // This ID exists in our Intercom database name: "Test Company" } };

  • Observation: In the browser Network tab, the ping response correctly shows active_company_id: "ORG_123". However, this data does not persist to the Conversation record in the database/API.

Question: Why is the association failing for new conversations?

Best answer by Sean M

Hi ​@Antal Kiss & ​@EugenePro,

Thanks for getting back to me. I have dug more into this and after testing and checking with the devs this is only available on the unstable version of the REST API. A request has been made to update the docs and thanks again for bringing this to our attention!

    4 replies

    S
    Intercom Team
    Forum|alt.badge.img+5
    • Sean MIntercom Team
    • Intercom Team
    • January 27, 2026

    hi ​@Antal Kiss, Seán here from the Intercom engineering support team 👋 

    I may be misunderstanding the issue here but Companies are associated to Users not Conversations. Conversations will only contain the id of the Users primary company when retrieved from the REST API:

     

     

     

     

     

     

     

     

     

     

     

    This is the only association the Conversation will have with companies. Hope this clears things up but if I have it wrong let me know the issue in more detail and I will try and help!

    A
    • Antal Kiss
    • Author
    • New Participant
    • January 28, 2026

    Hi ​@Sean M, thank you for your reply!

    I think there is a slight misunderstanding regarding the API behavior we are expecting. I am specifically looking at the Conversation Object documentation (linked here: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/conversation), which explicitly includes a company_id field (as your screenshot also confirm).

    Also the Retrieve a conversation should include the company_id:

    The issue: > Even though we are passing a valid company object (with a company_id) in the window.intercomSettings during the Messenger boot, the resulting Conversation object via the REST API has a missing company_id.

    We have users who belong to multiple companies. We need the Conversation to be associated with the specific company_id that was active in the Messenger when the chat was initiated.

    Since your documentation shows company_id as a valid top-level field for a Conversation, could you clarify why it isn't being populated automatically from the Messenger's company initialization? Is there a specific configuration required to ensure the 'Active Company' is stamped onto the Conversation record at creation?

    Thank you in advance!

    Best, Antal 

    E
    • EugenePro
    • New Participant
    • January 31, 2026

    Dear ​@Sean M 

    I am facing the same issue.

    From the documentation it looks different. This article clearly states that company can be associated with conversation. This is reasonable as one contact may work with more than one company.

    Can you please double check?

     

    Thanks, Eugene

    S
    Intercom Team
    Forum|alt.badge.img+5
    • Sean MIntercom Team
    • Intercom Team
    • Answer
    • February 3, 2026

    Hi ​@Antal Kiss & ​@EugenePro,

    Thanks for getting back to me. I have dug more into this and after testing and checking with the devs this is only available on the unstable version of the REST API. A request has been made to update the docs and thanks again for bringing this to our attention!

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