API & Webhooks

When fetching conversations via the Conversations API (GET /conversations/{id}), I’ve noticed a difference between WhatsApp images and WhatsApp audio messages. Image messages include full attachments data (URL, content_type, filesize, etc.). Audio messages, however, show attachments: [], even though the Intercom Inbox UI displays an audio clip. The only extra field is external_id with a WhatsApp wamid, but no file URL or metadata. Example audio part:{ "part_type": "comment", "body": "<p>Sent an audio clip</p>", "attachments": [], "external_id": "whatsapp:wamid...." } How can this be resolved?

Hello everyone,I’m Darshan Hiranandani, working on an application that has thousands of users, and I need to regularly create and update these users in Intercom, at least once a week. The problem is that the current Contacts API doesn't fully support bulk updates and comes with some significant limitations:It requires my app to track whether a contact already exists before performing a POST or PUT request. The API rate limits are very restrictive, especially for medium-sized user bases (166 requests per 10 seconds). It also requires storing the Intercom ID for updates, which isn’t ideal since my app uses an external ID for users. Additionally, the manual import process requires mapping each attribute, which is cumbersome and prone to errors.Given these constraints, I’m looking for a better approach or solution to enable bulk creation and updating of users in Intercom. Has anyone worked around these issues or found a better s

I would like to connect Intecom to MS co-pilot via an MCP server. MS co-pilot is the only LLM we are allowed to work with at our company. I want to use co-pilot to analyse our conversations and make custom reports I can't make in the reports section. Ive seen the integration → data connector section, but that seems to be the other way around, get data from another system to use in intercom, but I want to use the data in intercom in co-pilot. Anyone can help me here? During the community hour the said this was possible. 

Hi there! We’re using the JavaScript implementation for web as followed on the docs, and we have some users reporting that they are either seeing a semi-colon added on the upper-right corner of the screen, or a full side panel that’s being injected when the “Need help?” badge is being shown. Please see the attached photos for a visual reference.Is this a bug that you are already on track or have a fix for? We’ve tried trying this to a simple page without any components, but it doesn’t seem to fix the issue. Any intel on this would be very helpful. Thanks!  

Hi all, I am working on a feature attempting to automate the creation of few contacts in our workspace by hitting the post endpoint for `{intercom_api_url}/contacts`.My current data body looks like:{ email: providerData.providerEmail, name: providerData.providerName, phone: providerData.providerPhoneNumber, // These custom attributes throw an error in intercom when added. custom_attributes: { Is_provider: true, // provider_start_date: new Date().toDateString(), }, }Although the Is_provider custom attribute exists in the test workspace, my call keeps throwing me a 400 error with Bad Request.Please help with understanding why this is happening and if possible a potential fix. This would allow us to onboard a lot more contacts very quickly.

In order to know, which languages are available in Intercom I am used to going toThe list: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/article#path=translated_contentAnd by extracting the translated_content[language] I get a list of all the language codes possible. I am using this to validate our internal list of languages we use! But what if Intercom ever adds a new language? Is there an endpoint I could use to fetch the available languages?

Hi,I am trying to use Custom Objects to show the orders of a users that message us, either through email or whatsapp. I created the custom object Order with the relevant attributes. I then created an external reference in People and Conversations, referencing Order via a one to many relationship. Then I created a webhook that triggers when a conversation is created or a reply is given. The webhook calls a service that posts to /custom_object_instances/OrderWe post an external_id and custom_attributes according to https://developers.intercom.com/docs/references/rest-api/api.intercom.io/custom-object-instances/createcustomobjectinstances -d '{ "external_id": "123", "external_created_at": 1392036272, "external_updated_at": 1392036272

We’re Intercom customers and we need to build a variation of the checklist on our own page, not inside the Messenger widget. I assumed the most obvious solution would be to consume an API that returns these checklists, similar to how it works with articles. Do we have anything like that? I couldn’t find it in the documentation.This is very important for us!

👋 Hi everyone! Karla here from the Technical Support Engineering team. Today, we’re diving into how to use Custom Actions and Custom Objects to reference People data — the kind of data that sticks with your users across multiple conversations. We’ll walk through setting up a Prescription Tracker workflow — a simple example that shows how to store and display data for each user inside Intercom Messenger. Let’s start with the why. Imagine you’re tracking prescriptions for your customers. If a user chats today about Tylenol, you’d want that stored on their profile. Then, if they return next week about Ibuprofen, that data should build on top of their record — not replace it. That’s what People data does: it acts like a long-term memory for your users. Each conv

I’m working on an email reply automation tool using the Intercom REST API. I’m trying to retrieve the email history — the quoted text that appears collapsed behind the three dots (“…”) when a customer replies to an outbound email we’ve sent them. Three dots for expanding email historyFrom inspecting the network traffic, I can see that this data is retrieved via a private Ember API endpoint:curl 'https://app.intercom.com/ember/inbox/email_history?metadata_id=XXXXXXXXX&app_id=yyyyyyy Is there an equivalent method in the public REST API to access this email history or quoted content?I’ve already tried GET /conversations/{conversation_id}, but the response only includes the conversation parts - it doesn’t contain the quoted email thread

We are trying to use official @intercom/messenger-js-sdk with our react app.https://www.npmjs.com/package/@intercom/messenger-js-sdkWe are calling Intercom instance in our App component Intercom({ app_id: ..., });and then updating user info when user data is available using following functions:import { boot, shutdown, update } from "@intercom/messenger-js-sdk"; when there is no user data we are calling boot with only id,boot({    "app_id": "...",})and if there is user data, we are passing required properties to boot functionboot({    "app_id": "...",    "user_id": "...",    "name": "...",    "email": "...@......",    "created_at": ....,}) 

We are experiencing a critical issue with Intercom integration in our web application.After a user logs in without a full page reload, the Intercom widget appears and lists existing conversations. However:- Existing conversations cannot be opened- Creating a new message often fails- Network tab shows intermittent 403 Forbidden errors with the message: “App suspended”- - Specifically on requests to: POST /messenger/web/conversations/:idIf the user reloads the page after login, everything works as expected:- Conversations open normally- New messages are sent successfullyContext:- We are using the react-use-intercom package for frontend integration.- The app performs a soft reboot after login (without reloading the browser tab). Call shutdown and boot with intercomUserJwt then- When I had this issue it was always because the app_id passed was 'undefined'

When I pull down an example line in the body via API I get something like this:\n<p class=\"no-margin\"></p>\n<p class=\"no-margin\"><b>Can I add in other activities?</b></p>\n<p class=\"no-margin\">Not at this time. If this is a feature you would like, please send us a message.</p>When I push that back up, it adds a new line to below the bolded text. This is also happening above lists as well, but only when it’s below a <p> class.The output looks like this:<b>Can I add in other activities?<b/>Not at this time. If this is a feature you would like, please send us a message.Where the intended output should be<b>Can I add in other activities?</b>Not at this time. If this is a feature you would like, please send us a message.Is t

Hi, We are using Intercom's API in Europe and have been experiencing an outage in one of the endpoints since October 25th.It fails with error 504 IntercomException: API service is temporarily unavailable.The status page does not show any incidents https://www.intercomstatus.com/Do you experience any API outages?Thanks!

We are longtime users of Intercom’s API.  The majority of our requests to Intercom’s API succeed.  Here are examples of two payloads that consistently fail.{  "event_name": "new-feature-receive_this_response",  "created_at": 1761447241,  "user_id": "x12x227f8x4067cx7a5dx97x"} {  "event_name": "experiments-show_experiment",  "created_at": 1761447325,  "user_id": "x12x227f8x4067cx7a5dx97x",  "metadata": {    "label": "experiment_questions"  }} When they fail, Intercom’s API just returns a 422 with no additional details about the problem. Reading through the docs, I can’t figure out what is wrong with these.  They both have event_name and created_at, the two required fields.  One has m

When a contact replies through the email channel to a closed ticket, there is no webhook received even though the ticket reopens. Is this a feature or a bug?

https://developers.intercom.com/docs/references/rest-api/api.intercom.io/contacts/createcontacthttps://developers.intercom.com/docs/references/rest-api/api.intercom.io/contacts/updatecontact I am unable to figure out why this is happening and on the API documentation says it should be able to update the value.

Hi Intercom Support, I'm building a Slack bot to pull metrics from Intercom. I need to access the Fin AI Resolution Rate and conversation stats that appear in the Reports dashboard. Questions:1. Is there an API endpoint that provides the same metrics shown in Reports (AI resolution rate, conversation counts)?2. How can I identify which conversations were resolved by Fin AI via the API?3. Should I use the Data Export API or Conversations Search API for accurate reporting data? Current Issue:Metrics I calculate from the Conversations API don't match the dashboard. For example, my calculation shows 84% AI resolution but the dashboard shows 62%. (same issue happens with other stats as well) What do you think the best way is to programmatically access these report metrics? Thanks(The goal is to build an AI agent—a Slack bot app that connects with Intercom. When I

Hi,As part of our integration into intercom - we would like to know when a contact gets blocked so we can start ignoring that contact for tasks like updating user attributes etc when they change on our side.I had a look at the available webhooks, but it wasn’t obvious which (if any) webhooks would fire when a contact was blocked and which field would let us know that they were blocked.Is there any webhook that would assist us with this?

Hello,I’ve been planning to make a customer portal and wanted to make it a PWA. I would like to be able to use Intercom push notifications on the PWA but from all the documentation I can find it seems like push notifications are only possible using the mobile SDK.I was wondering if there is a way to have push notifications without using the mobile SDK.

Hello support!When fetching a conversation using GET conversations/{id} or POST /conversations/search, the statistics fields are all null. I’m using version 2.10 but tried with 2.14 as well and it doesn’t work either. This is the object I receive  "statistics": {      "type": "conversation_statistics",      "time_to_assignment": null,      "time_to_admin_reply": null,      "time_to_first_close": null,      "time_to_last_close": null,      "median_time_to_reply": null,      "first_contact_reply_at": null,      "first_assignment_at": null,      "first_admin_reply_at": null,      "first_close_at": null,      "last_assignment_at": null,      "last_assignment_admin_reply_at": null,      "last_contact_reply_at": null,      "last_admin_reply_at": null,      "last_close_at": null,      "last_closed_by_id": null,      "count_reopens": 0,      "count_as

There are multiple ways of sending a ticket form to a conversation as described here:https://www.intercom.com/help/en/articles/8300310-ticket-form-optionsIs there a way to send a ticket form to a conversation through the REST API?TIA

Hello everyone,I'm trying to understand how the total_count value is calculated for the ListConversations and Search Conversations endpoints, as I'm observing some unexpected behavior.When I use the ListConversations endpoint, the total_count seems stable and returns a very high number (around 7 million). However, when I use the Search Conversations endpoint with filters, the total_count is significantly lower and seems unreliable.Here are my specific questions and observations: I added a filter to search for all conversations before today's date, but the result was much smaller (from 7M to around 350k). If I try an earlier date, it returns the same result. Is it possible that the Search endpoint only returns a limited dataset of the entire content? Is the Search endpoint reliable for calculating total_count?

Hi everyone, Is it possible to list all snippets from our system? I would like to list them like I list articles (https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/listarticles) Best regards