API & Webhooks

Hey there,We’re trying to create Intercom reporting within Looker.I have a few questions and was wondering if anybody else already tried to do this.Median Response Time- The conversation_history.statistics_median_response_time is a median already, but when aggregating this as a measure within Looker (to group per assignee_id or team_name), you’d get the average median response time or median median response time. These numbers could differ from the regular median response time within Intercom. Anybody who could think of a solution for this? - Anybody knows which timestamp is used within Intercom report filters for Median Response Time?Is Intercom’s timestamp the created_at, statistics_last_admin_reply or something else? Volume metric- We’re also looking into a volume metric where we want to understand how many NEW answered conversations were assigned to a specific person in a specific week. The issue here is that conversation ID’s are not necessarily unique within conversation_history.

We are getting a lot of “Conflict” 409 errors when trying to create a contact via API. When a little bit different ‘external_id’ is provided (other data is the same) there is no error. Seems like intercom has a record in place with this external_id but: - It’s not being returned when searching via API (using external_id) - User can’t be found on intercom website  - User doesn’t exist in the export file (all conctacts) 

I can’t export my help desk communication correspondence data and articles.Can you help me ?

Hey there,When using the Intercom API via Fivetran to get conversation_part_history data, we get it in correctly but not the very first message.The first message creates the conversation and usually comes from a customer or lead. But when getting the full conversation in, the API doesn’t return this very first message for some reason.This message can be found within conversation_history, but we don’t see why it’s not part of conversation_part_history.Are we missing something?Thanks in advance!Levi

Hi there,I hope this message finds you well. I've been using the Intercom platform for managing my conversations, and I'm wondering if there's a way to disable replies in the chat if the conversation didn't originate within the Intercom platform.I have a specific endpoint configured for receiving replies, and I'd like to ensure that replies are only sent to this endpoint.E.g. This chat didn't start in the intercom platform, but once I replied, it sends in a new chat.  If anyone has experience with this or knows of a solution, I would greatly appreciate your insights and guidance. Please share any tips, best practices, or relevant documentation that might help me achieve this.Thank you in advance for your assistance!Best regards,

Hello there !We're in the process of implementing tickets and ticket portal system, and to achieve this, we need to import customer tickets from another provider into Intercom.While we've successfully created tickets using the API, we've encountered a challenge in linking a company to the ticket. Currently, an admin can manually link a company in the inbox, but I haven't discovered a way to make it a mandatory step.It's crucial to note that if a customer ticket lacks a linked company, the customer won't be able to access it through the ticket portal. Although the customer can still access their ticket via the messenger, we want to avoid any potential confusion.Additionally, we've faced difficulties in retrieving the company linked to a specific ticket using the GET /tickets/{id} endpoint.These challenges prompt a few important questions:Is there a way to link a company to a ticket through the API? Can we retrieve information about a company linked to a ticket via the API? Is there a wa

I am using the conversation API and sending a conversation reply as of type  'quick_reply' and setting reply_options with text and auto generated uuid for my buttons but when a user clicked on the button there is no metadata being sent with the related uuid inside the conversation_parts.How can I get the metadata from conversation_parts from user clicked button?

I want to search and load only new conversations/contacts.By “new” I mean newly created and updated ones.Can I do it only by updated_at field? For example, if the contact is created on 15.11.2023 18:00:00, will the updated_at field be the same? So I do not need to add the created_at field alsoSo if we assume the time boundaries are 06.11.2023 00:00:00 and 12.11.2023 00:00:00, then what I expect to see is:contacts that are created in this period AND contacts that are updated in this period (irrelevant of the fact when they were created)

const onHide = () => console.log("Intercom did hide the Messenger"); return ( <IntercomProvider appId={process.env.REACT_APP_INTERCOM_APP_ID || ""} initializeDelay={1000} onHide={onHide} > {children} </IntercomProvider> );I have this line of code, when i press the X button on my intercom widget to close it, i do not get the onHide console.log. Anyone knows how to fix this?

Hi Community,Does anyone have experience with building Lightning Components for Intercom? We want to add a button to our Salesforce Community that says, “start a live chat” and when clicked, it uses the Intercom JS API to open the messenger - https://developers.intercom.com/installing-intercom/web/methods/The challenge we’re having is we don’t know how to build a lightning component that will work in our Salesforce community that calls the Intercom JS API.Best,Kevin

During my research within the API documentation,I encountered a challenge in identifying a method to establish a webhook for the purpose of receiving notifications when a message is received by the agent.I am inquiring whether such a webhook functionality is available within the provided resources.

Hello,We are working on conversation export via the API for 25K conversations.The first step, listing the conversations via the API is completed.Could you recommend a practical way for the second step - retrieving the conversations?Because it is very challenging to retrieve each conversation one by one and we are on a very tight schedule.Does anyone has experience with coding to retrieve the conversations in bulk and automatically in a quick manner?Any suggestions related to coding or any other options that will achieve our goal will be highly appreciated.Thanks. 

Can’t work out why my intercom series is triggering 4 webhook triggers (n8n executions) for the same payload/customer (user a)series:n8n executions : bare in mind the final merge2 in n8n waits for both inputs then sends slack message.all nodes set to execute once.in the left panel you can see the webhook was triggered 8.11, 8.14, 8.16, 8.21 am intercom webhook block statsuser a should only have triggered the webhook once 

Hello!Is it possible to use the activity log endpoint to query results for a specific admin rather than having to sift through all admins? 

Hello 🖐 I’m working on building a chat application where customers in group chats can purchase items from inside the chat. I’m designing this in a way that uses APIs and Webhooks. I’ve been spending the last few days reading over the API documentation and am still uncertain about what best practices are regarding tickets and conversations. I know that I’ll need to open a conversation for my customers to be able to speak to support. Is it standard practice to open a ticket each time the conversation is opened? Also, from my understanding tickets can be converted into a conversation but there is no standard way to track tickets with conversations. Any insights would be greatly appreciated

I'm interested in developing an add-on for our telephone representative service that would allow other companies using Intercom to route their calls through us. How can I get started with this integration, and what resources or documentation should I be aware of in order to make it happen?

Hi thereIs it possible to view a log of API activity, similar to the Teammate Activity Log, but for any changes or activities carried out via API? We are specifically interested in identifying any User updates or Users created via the API endpoint.Many thanksHarleigh

Hi! My question is, can we get only specific fields while making a request to intercom API? What I mean is can we somehow mention that we need only one or a couple of fields? For example by adding “&fields=type, total_count” to the request URI for getting conversations. Getting all fields for all conversations is just absolutely not optimal, especially considering the body part of the conversation. Moreover, the more conversations we will get, the heavier each update of this date will be. 

Hi everyone, in my web app, my user can login in multiple device with the same Account, but in every device have its own device conversation.Can i sync that into one ? For example expected:  - Account A device 1 → Start conversation X - Account A device 2 → Start conversation Y=> Both device will get conversation X and Y

Hi,I have embedded the Intercom script using Javascript. When I checked the Intercom setting configuration, everything looked good to me. But when I tried to init Intercom messager, I got an error "Invalid user_hash". Then I tried to check the user_hash value in the setting and compare it to the value in the dashboard. It's all the SAME. Why I still got this error?  

Hi, guys!I would like to create a "step-by-step registration" process. I may be a little vague in my explanations, but here is the sample algorithm of the future process.On the site there is a minimalist form for new clients. I want to redirect this flow directly to Intercom, where Leads will be created. Here I will use Intercom API on the Python backend. Data received from the form, as well as additional information collected on the backend and saved in Intercom, are reviewed by a specially appointed manager. Let's assume that the result of his review fits into 4-5 actions that he chooses (where? and how?) to continue registration. In case of, say, refusal, the manager writes (selects the appropriate one from the already predefined - ?) message in the dialogue. If, for example, negotiations begin, then the dialogue with the Lead also continues. It is possible to exchange some files or screenshots. Here I would also like to automate the manager’s actions as much as possible. If the neg

How can we block a contact via API? I don’t see it, only Archive, but we need the ability to block spammers entirely. 

Hi there,I’m looking for an endpoint similar to the List all activity logs endpoint but for support agents rather than solely admins. Is there anything like this currently available? 

How would I be able to send real time agent status to our WFM platform? They can set up an integration via API or database ODBC. For this specific use case we need the current agent status sent over so we can compare their status to their scheduled activity.

Webhook event topic https://developers.intercom.com/docs/references/webhooks/webhook-models/#event-topics covers a lot of events like lead generation, user events etc.I want to subscribe the topic only for Survey events(NPS or any other custom survey).Question is how can I specify event_name for surveys or is there any other way to subscribe for survey events?