API & Webhooks

We’re migrating from Zendesk to Intercom.In our App, we have notes that preserve certain actions and any associated Zendesk tickets with URLs to that ticket, like https://{workspace}.zendesk.com/agent/tickets/12345.We’d like to record a direct URL to a ticket in the same fashion with Intercom. However, it’s not immediately apparent what that URL would look like.If I have just created an Intercom ticket via the API with id 12345, what would the URL to that ticket look like?

Hi there,I've been looking through Intercom documentation, and it seems like there's something called a Custom Channel and an event called "custom channel base event." However, when I dig a little deeper, it seems that’s somehow connected to Fin?Not trying to integrate a conversation with the Fin chatbot; rather, I am looking to use my own pipeline for our users to interact with my customer service team in Inbox.What I'm looking to do is integrate my custom app as a custom channel in Inbox so that our team can interact through our own managed integration via API.Does anyone know:How to access this capability? If this feature is gated? Whether usage of this feature is billable or if it is included in the standard subscription tier?Thank you!

Hi!One of our customers uses Intercom, and in order to create a pipeline between our backend and their order processing workflow, we created an API account in Intercom which we set to our company’s email. The customer now wants to have full control of the API account, without having to fiddle with changing the API token. Will the API token remain functional if the API account’s email is changed? Thanks!

Issue:The TypeScript type definition for the companies property in the @intercom/messenger-js-sdk (v0.0.18) appears to be incorrectly defined as a single-item tuple rather than a standard array.Details: In the SDK's type definitions, the companies property is defined as: companies?: [any];In TypeScript, the [any] syntax defines a tuple of length 1. However, Intercom's own documentation and the actual JavaScript API support an array of multiple company objects.The Error: When attempting to pass an array of multiple companies, the TypeScript compiler throws the following error:TS2322: Type '{ name: string; company_id: string; }[]' is not assignable to type '[any]'. Target requires 1 element(s) but source may have fewer.Steps to Reproduce: Try to boot the

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 auto

Please help, previously there was no problem. But now the image sent from the webhook does not include the complete url.

I was wondering if there’s a timeline or expected timeframe at least to when can we expect intercom’s MCP to expand outside the US hosted servers? 

Hello,We integrate with Intercom using webhooks. When an admin replies to a conversation, we receive the reply via the conversation.admin.replied webhook event.When AI Inbox Translations is enabled, we continue to receive the original replies through the webhook, but we’re unable to receive the translated versions of those messages.Could you please advise on how translations can be accessed via the API or webhooks? 

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}).

Hi team,I'm looking to upgrade @intercom/messenger-js-sdk from 0.0.13 to 0.0.18 in our Angular application, but I can't find a changelog or release notes anywhere.The npm package doesn't link to a public GitHub repository, and there's no CHANGELOG.md in the package.Could you please:Publish a changelog for the SDK (even just in the README)? Or point me to where release notes are documented?This would help developers assess upgrade risk and understand new features. I've done a diff and can see additions like hideNotifications() and whoami(), but official documentation would be appreciated.Thanks!

We want to add a note to an Intercom conversation but without impersonating an existing admin user. The API docs suggest that to reply with a note, you need:message_type: note type: admin an admin_idWe’re triggering this from within our app and, under certain conditions, want to programmatically append additional context as an internal note. If there’s another way to attach context to a conversation, that could also work.Ideally, we’d post on behalf of a bot or app, but I can’t find anything in the docs that supports this. Impersonating a user feels like a security risk, and creating a dedicated seat for this purpose introduces its own concerns.Is there a recommended pattern for handling this?

Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow. 

Hey everyone We're pulling Intercom data via webhooks into BigQuery for reporting. We need agent roles and job titles, but we're not seeing these fields in any webhook payloads (e.g., conversation events).Before building a separate pipeline to poll the Admins API daily, wanted to ask:Is there a webhook topic that includes admin metadata like role and job_title? If not — how are others keeping admin details in sync? Just polling the API on a schedule?Would love to hear how you've approached this.Thanks!

The v2.13 REST API introduces support for creating, updating, and reading custom object instances. But, the documentation does not say anything about updating references – either on those instances themselves, or references to custom objects as custom attributes on people.Without the ability to associate custom objects with contacts or conversations, the API doesn’t seem very useful.I’ve tried to pass contact IDs and external IDs, and objects with an “id” key with no success, both as arrays and as simple attributes. Based on how the contacts/{id}/companies endpoint works, I’d probably expect the following to work:POST /custom_object_instancesContent-Type: application/json{"external_id": "123", "custom_attributes": {"Owner":{"id":"6602eae0ca854b5e2a01f503"}}And if the attribute support multiple people, it should support an array. Supporting objects, instead of just the ID, would allow you to support

Hi,Recently I have been noticing that we have been receiving an error_code of “not_found” when making a POST request to the /contacts endpoint (creating a contact).This is surprising as I am not sure how this is possible when creating a contact (as opposed to updating one).If it helps, an example request id for this 000bkte0pcsrns5hpus0, hopefully I am not just off-base but I was looking to understand how this might happen? I am not sure what this error code could mean when trying to create a contact.

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 sensitiv

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

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 curr

How can I search a ticket using the ticket_id with the rest API? It looks like we can only search with id, not ticket_id.

Hello there! I am having some issues to understand how to assign the Conversation Rating to an agent. Context: I am using Fivetran connector to load the data on our Data Warehouse and from conversation_history table I am grabbing the column conversation_rating_teammate_id to link the owner of the rating with the corresponding admin/agent. Issue: We want to attribute the rating of each conversation to an agent using the same logic Intercom is using in the UI where the last agent who respond get the credit but for some conversations the last message author ID from conversation_part_history is not the same as the conversation_rating_teammate_id. Can someone explain me how this attribution logic works?Thanks!

I added some custom attributes like lead_id and lead_email.I tried to send those under custom_attributes or directly. Both failed. intercom.boot({ ...additionalSettings, .lead_id: visitorId, lead_email: email,}); intercom.boot({ ...additionalSettings, custom_attributes: {lead_id: visitorId, lead_email: email},});I expect to see those in contact.merged or contact.user.created or contact.user.updated Webhooks but could not.

I'm trying to get the user ID in order to make additional API calls, but I can't get it other than by performing an additional API call to look up the user's email address, which seems like a rather roundabout way of doing it?

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": ....,}) 

The Companies List API has a limit of 10000 companies. Does the Retrieve API have the same limits?In other words, can I call https://api.intercom.io/companies?page=<page>&per_page=50 and paginate over more than 10000 companies?