API & Webhooks

We create a lot of test accounts to test things in our app that have absolutely nothing to do with Intercom. However, every single one of these test accounts counts towards our MAU in Intercom. Has anyone created a custom code or other workaround to block these users from showing up at all? I previously asked support if there was anything and they said I would have to build this myself. We have a test environment, but these test accounts occur on our production environment as well.  Honestly, it is very upsetting since I know competitors allow you to blacklist certain domains within your settings so none of your data is disrupted by your internal tests. 

Hi!We are integrating the Intercom API in order to send email messages to our users from our App, and we're already being able to send them, being received, checking the seen status, etc..., ​We would like to use a custom template when sending our emails, but we're not able to achieve that.We've trying creating a new template, and when sending the email from the intercom page, it works (email is received with our custom style) but when sending through the API, we can just select plain or personal, but in both cases, the standard style is applied.We're not aiming to do anything really special, just using some custom Google fonts and customising the colours of the buttons. Thanks a lot in advance. Cheers,Diego.

Hello! Could someone please guide me through setting up a webhook that triggers when an admin replies to a user?We’ve already integrated Intercom into our mobile app using Expo, and I’d like to run an event handler each time an admin responds to a user message. Any step-by-step instructions or advice would be greatly appreciated.Thank you in advance!

Hi,We have a use case where our intercom user creates a message (eg chat) to be sent to all leads, and would like the message content to be picked up by our webhook endpoint upon sending the message, so that we can forward that message to external APIs.We are able to get a notification event whenever the message is sent by subscribing to the content_stat.chat topic in the webhook settings, but this topic only has the statuses of the message sent, but not the actual message content itself.We’ve tried subscribing to the following topics, but I don’t see it working for our use case:conversation.admin.opened     conversation.admin.replied     conversation.admin.single.created     conversation.user.created     conversation.user.repliedAppreciate if anyone has any insight on how we can get it to work. I’ve considered the possibility of a custom action but there does not seem to be anywhere that a proactive support message can configure such an action into it. Many thanks in advance.

I want to add a custom_attribute to conversation via API, But not able to add custom_attribute to conversation

The attachments that are upload through the browser are working fine as seen in the image and json file attached (red sample label image)But attachments that are uploaded and attached to replies are not working as expected. The files are uploaded correctly and are attached to the tickets parts (id 265 and 266). If we visit the file url then the image works correctly. But on the browser the images are not showing up (as seen in the screenshot).I am unsure what I am doing wrong?{ "type": "ticket", "id": "70", "ticket_id": "11", "ticket_attributes": { "_default_title_": "examplecompany@verun.com", "_default_description_": "@Services:\nBuilding & Property Wash\n-\n@Rooms:\n\n-\n@Message:\nasdfasdf" }, "ticket_state": { "type": "ticket_state", "id": "1", "category": "submitted", "internal_label": "Submitted", "external_label": "Submitted" }, "ticket_type": { "type": "ticket_type", "id": "5", "name": "Job", "description": "Job", "icon": "👷",

Hi there,I am trying to get the delivery status of a conversation (ex : delivery, undelivered). I tried using the retrieve a conversation API, but there isn't any field referring to delivery status.https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/retrieveconversationCould someone please help me with how to get delivery status via API or Webhook?Thanks.

Intercom ui allows me to add tags to articles and filter articles by those tags but as far as I can see there is no such functionality on the API? Can it be done? 

Hello, I have an integration which listen for admin’s reply to the conversations. When admin sent reply the service receive conversation.admin.assigned webhook. When I assign chat to Fin, I see on app.intercom.com that Fin sent a message to the chat, but I don’t see a related webhooks in the logs.Is there dedicated topic for Fin replies?

I have a workflow where in the audience rule I've set custom event which I am firing with condition (event name - count - has any value).But the message prompt doesn't appear at the initial page render. When I refresh the page then I'm able to see the message prompt. I verified that the custom event is firing properly from the network tab. Also the custom event logs in the intercom side is also showing up the correct event at the right time, but not sure why the workflow message prompt is not showing up during the first time. But only visible when we refresh the page. In that case the count also becomes two.Additionally, I have also used alternative audience rule event name - first occured - has any value still it doesn't work properly for the initial first time page loads. Is there a better way to fix/resolve this issue?

We noticed one of our customer help center article was not being updated because of the following response with an HTTP code of 500.{ "type": "error.list", "request_id": "002tv9efacb52hqthea0", "errors": [ { "code": "server_error", "message": "Server Error" } ]} Since the error message doesn't provide specifics, we investigated and found that the issue occurs only when an article contains a callout with more than one paragraph. Here’s the bare minimum how to reproduce the issue: What works: Callout with one paragraph ✅curl --location --request PUT 'https://api.intercom.io/articles/:id' \--header 'Accept: application/json' \--header 'Content-Type: application/json' \--header 'Authorization: Bearer XXX' \--data '{ "body": "<p class=\"no-margin\"></p>\n<div class=\"intercom-interblocks-callout\" style=\"background-color: #feedaf80; border-color:#fbc91633;\">\n<p class=\"no-margin\">Hello Mars</p>\n</div&gt

HelloCurrently, I use the Retrieve a Conversation API to get conversation details.https://developers.intercom.com/docs/references/2.7/rest-api/api.intercom.io/conversations/retrieveconversationThis API returns a list of tags associated with the conversation, but it doesn't include information about which specific tag belongs to which conversation part. Could you please advise on how to determine which tag belongs to which conversation part? Thanks. 

Hello, everyone!I'm working on building reports in Power BI, and I'm extracting data via the API for that purpose. The data-events API is a bit slow due to the amount of events and it’s making the extraction difficult. Is there any way to filter or sort the events?

Hello, I’ve found this page about possible values of conversation’s “part_type” propertyhttps://developers.intercom.com/docs/references/1.4/rest-api/conversations/conversation-part-model#conversation-part-typesbut it’s missing for current API versions and this list is definitely not complete (e.g. I don’t see there ‘channel_and_reply_time_expectation’ part_type) Is somewhere available a full list of possible `part_type` values ?  I have an integration with Intercom and want to filter out “useless” messages for me when syncing, e.g. messages from operator to the user Thank you in advance.

Hey everyone - Excited to get rolling with Intercom. We’ve chosen this platform over others specifically because the API access it offers to allow us to show custom attributes - like Estimated Shipping Date. Gorgias and others can’t do this yet (apparently). The use case is simple. A customer hits the chat and asks “What Is My Estimated Shipping Date”, we respond asking for an Order Number. We use this order number to search the Shopify API, pull back the order details, which includes a custom metafield called estimated_ship_date. We then show that data to the customer.  I’m sure I can do all this with numerous actions. But it seems to me that using the out of the box Order Search as a starting point would be best. I can then access the order.id and do 1 very specific call to pull back metaafields.  My question at this point is … can we use the Order Status feature as a starting point for an automated workflow? If not … does my workflow above make the most sense? Thanks!kane

I am trying to send a rich link in the metadata of a custom event triggered with the intercom-go package. In intercom’s dashboard, it reaches as [Object Object]. Is there any different input format expected for rich links in go, or is it just not supported?  event := intercomlib.Event{ UserID: userId, EventName: eventName, CreatedAt: int64(time.Now().Unix()), Metadata: map[string]any{ some_rich_link: map[string]any{ "url": "https://www.some-custom-url.com", "value": "some-custom-name", }, }, } ic.Events.Save(&event) 

I kept getting the following error when trying to reply to a whatsapp message using an admin type with the admin_id retrieved from the admin endpoint {  "type": "error.list",  "request_id": "003ririmu25u6re52260",  "errors": [    {      "code": "not_found",      "message": "User Not Found"    }  ]}

Hello,I have configured Intercom Webhooks because I wanted to receive notifications about admins replies.I’ve set Endpoint URL and subscribed to “conversation.admin.replied” topic.The endpoint URL is correct and valid, because I received some initial requests (including PING). It also receives a request every time I click “Send a test request” in config page.The problem is that I don’t get any notifications about admin replies. I have logged into Intercom as an admin, I have replied to an user – and nothing happened. There are many users using our Intercom everyday and at least a few times a day one of the admins replies – so I suppose there should be some notifications coming to my webhook. Unfortunately, that’s not the case – it seems like I’m receiving 0 requests from Intercom Webhooks.Can you help? Can you point me what may I be doing wrong?

Is there a way to create a webhook to fire whenever someone mentions another (specific) team member ?My end goal is to receive a direct message in my Slack whenever someone mentions me in IntercomThanks!

While creating note from the intercom interface I can tag teammates, can i do that with the API?

I have a custom action which is executed at the end of a custom bot flow. It sends a Post Request to an API endpoint with the details above. If the user inputs only first name, e.g. “Andrew” in the “Full Name” field then the API call is never triggered. Any solution for this? or is there a way to validate the “Full Name” field and ask the user to also input their last name? Thanks

Hi, is it possible to set a contact's default SMS to "Replied STOP. Filtered by carrier" using an API? And listen for changes to SMS settings via webhook.Thanks

Is it possible to delete only a specific language from the translated content of an article with the API?

I’m able to create news items via API and assign to the correct news feed, but is there a way to add them to the news center?When creating a news item through Intercom’s interface, there is an option to show a badge on the launcher, which corresponds to the “deliver_silently” property, and there is an option to add to the news center.  That news center option doesn’t have a property that I can find in the API documentation.Is it possible to add the created news item to the news center via API, or would I still be required to use the interface to do this?

Hi Team,I’m Darshan Hiranandani, looking to obtain a full export of my articles and helpdesk inbox messages, including all their text. Could anyone provide suggestions or guidance on how to achieve this? Your insights would be greatly appreciated!Thanks,Darshan Hiranandani