Clarification on User Matching for CoBrowse Sessions in Intercom

Intercom typically uses user_id or email, but for visitors, it falls back to the anonymous IntercomVisitorId (the intercom-id cookie). If CoBrowse isn’t seeing that ID, it might be worth ensuring that both SDKs are pulling from the same cookie or session context before login.

 We ended up passing IntercomVisitorId manually to CoBrowse for guests, which helped tie the session together. Might be worth testing that flow.

Hello ​@JefWo 

Thanks for the quick response.
We’ve checked the Intercom dashboard, and the issue is still present. If this was implemented manually, do we need to submit a request for it, or have you applied this change for all clients?

In case we need to make code changes, please provide the instructions.
Also, how can we get the IntercomVisitorId so we can pass it to the CoBrowse SDK?

Thank you,
Ivan

You're correct that without an identifier like an email, matching users between Intercom and CoBrowse can be tricky. Typically, both platforms rely on a common identifier (like email or a unique user ID) to link sessions (Read More).

For guest users, one option is to use a consistent anonymous ID or session ID that you pass to both Intercom and CoBrowse upon page load. This can help establish a link even if the user isn’t logged in.

Thanks for the detailed explanation. You're right—if the CoBrowse SDK is initialized for all users, the issue may stem from how Intercom and CoBrowse are matching users (more information). From what you described, it seems email is the key identifier linking sessions. Could you confirm if there’s a fallback identifier (like a session ID or anonymous ID) that both platforms can use to match guest users as well? We’d like to ensure co-browsing works for unauthenticated users too. Appreciate your help in clarifying this!