After Fin returned answer, it shows Something went wrong loading this message.

Question

I’m getting “Something went wrong loading this message” error.

And I see below JavascriptError.

Jacques Reynolds · Accepted Answer

Messenger’s JavaScript is trying to set a DOM attribute with a name that includes invalid characters (in your case, Japanese text and punctuation: 'data-といったエラーが発生する。'). HTML attribute names must only use ASCII letters, digits, hyphens, underscores, and colons. Non-ASCII characters or punctuation will cause a DOMException and prevent Messenger from loading messages correctly.

Here’s how you can fix this:

Review Custom Attributes
- Check any custom attributes or user properties you’re passing to Intercom Messenger (via your JavaScript snippet, window.intercomSettings, or Intercom('boot', ...)).
- Make sure all attribute names only use lowercase letters, digits, hyphens, or underscores. Avoid spaces, punctuation, or non-ASCII characters (like Japanese text).
Update or Sanitize Data
- If you’re dynamically generating attribute names, add validation or sanitization to ensure only valid characters are used.
- Remove or rename any attributes that don’t conform to these rules.
Debugging Tips
- Open your browser’s developer tools and inspect the window.intercomSettings object or any Intercom('boot', ...) calls.
- Look for any attribute names that include non-ASCII characters or punctuation and update them as needed.
Re-test Messenger
- After making these changes, reload your site and check if Messenger loads messages without errors.

If you’ve checked and corrected all attribute names but still see the error, please collect a HAR file and console logs, then share them with us. This will help us investigate further.