Apps & Integrations

I’ve added a new attribute to my Conversation object. The attribute is a Reference to a Custom Object. I have a workflow, and I’m trying to branch off a value in the Custom Object, but the newly added reference in the Conversation is not showing up. I have a Custom Action that’s populating the Custom Object and mapping the reference in the Conversation to the new object. Any clue what could be going on? Do new attributes take a long time to propagate to workflows?

Hi *,I recently stumbled upon the last-seen attribute being some days behind the last activity we log in our backend for most of our users.Is there some logic behind how last seen is being updated (especially by just using intercom-rails to integrate)?

I have a custom action for creating hubspot tickets and today the formatting for `conversation.Transcript` has changed in the way it encodes line breaks. It used to format neatly into lines in Hubspot but now shows the `\n` character insteadExample:Started on October 17, 2023 at 02:37 PM America/New_York time EDT (GMT-0400)\n\n---\n\n02:37 PM | [Redacted]: Click here for help\n\n02:37 PM | Frank: We are here to help you! 👊\n\n02:37 PM | Frank: Did you know that the quickest way to get an answer to your question is reviewing our FAQ?\n\n02:37 PM | The line breaks from Intercom are now escaped into `\\\\n` in the property compared to yesterday where they were only encoded as `\\n` and displayed correctly. The first instance I see of this change in these logs is at 10/17/2023 ~3:30am EST.

Have mapped SF account attributes to Intercom companies.  Most of the data is pulling over just fine (hooray!).  But there are some instances where some, but not all, of a companies attributes aren’t pulling over even though they exist in SF.  I have been spot checking and don’t see a pattern or commonality in the instances.  Just kind of random.  Anyone else seen this?  Any tips on how to handle?  Thanks!

I want to integrate Intercom ticket types to the Jira request types but I can’t find the option like this. The only option to match the issues is to connect intercom’s ticket type with the Jira Issue type. However, in my Jira space I have several request types under the Incident issue and if there is no option to match them with the Intercom tickets then this integration appears to be useless :(  For more reference I’m attaching the screenshots.   

I’m attempting to create a custom action that sends a POST request to Shortcut API.  The request succeeds when I test it in Postman or other testing tools; however, when I try to test the request in Intercom’s Custom Action building tool, Intercom arbitrarily inserts escape characters into the JSON in the Request Body, which causes the Shortcut API to return a code 400 Bad Request. Here’s a comparison of the Intercom and Postman consoles (Intercom on the left, Postman on the right).  Notice that Intercom has added escape characters to the body.  I’ve already confirmed that the error is caused by Intercom inserting those escape characters. Is there any way to force Intercom to send the request as-is?  It makes no sense that it would alter a Request Body...those should ALWAYS be sent as-is. Here’s a zoom recording showing the issue, if that helps:  https://us02web.zoom.us/rec/share/C1W_oCh039rZ4cvJOi639opBCb2-kocdh16CjsHyILJrqE-gUKno1holp0EI_4rk.7_lD0QAgj0pYeCkQ?startTime=1697468415000

Hello team,I'm creating an application that uses the integrated Intercom messenger app triggered by Userflow resource center. so, from an option in the Userflow resource center, I want to open the Intercom messenger.This works smoothly, however, I'm implementing a custom launcher, and even following the documentation's recommendations and keeping the attribute hide_default_launcher: true, every time Userflow opens the Intercom messenger, it automatically shows the launcher, as if Userflow overwrites this property, even adding an Intercom('onShow') event and forcing the update of the hide_default_launcher attribute to true, the launcher continues to be displayed.Where could the error be? Is this really possible ? 

We’ve tried using the Beta Phone calls but it didn’t solve our need. Here is our specific use-case:We get a support ticket from a customer. The support ticket involves calling a third-party person We want to be able to link a phone call to a third-party person to the conversation We are happy to even create a back-office ticket, and in the back-office ticket if we had the ability to make an outbound call to a phone number that does not belong to the customer that opened a conversation. Have the recorded phone call live in the back-office ticket We are currently doing this in Zendesk where we manage our outbound phone calls and then try to manually link the call to a conversation. But this is time consuming and adds many steps. We didn’t see this in any of the integrated phone apps as well. Please let us know if we missed something or if this is something someone has been able to achieve. 

Especially since custom conversation data is not able to make links in text fields directly clickable, it would be nice to be able to use the quick links app to turn conversation data into clickable links, however it seems only user/company data can be used to dynamically construct urls.

Can someone recommend the best way to use intercom to gather user interview participants in a mobile app? Basically I would like a way ask them if they would be open to being contacted for an interview/feedback session, and record yes/no responses and compile a list of those to reach out to. 

Hi all, After going through this article in the help center, we have implemented the update requests every time the URL changes in our SPA. I see the ping requests being made as expected.However, the widget is not behaving as expected. Article suggestions & page-specific messages are not being triggered. The widget does not change at all from how it is on first page load.As suggested in the article, I am just passing the last_request_at field, as no user data has changed, but I want the widget to update based on URL. I have also tried passing the user_id along but there is no difference. Am I doing something wrong, or is this the expected behaviour? The article seems to have contradicting information, which is a bit confusing: and later in the article: Which one is correct? Any help is appreciated. Thank you!

Hello, We have integrated Intercom service with RevenueCat so we can send promotional message to particular users who have not renewed their subscription over a week. We have integrated Intercom into RevenueCat and we are able to see RevenueCat sending some events to Intercom. We have also confirmed that RevenueCat is sending event to Intercom or not, by adding custom event names rather than using default names and found that events are being tracked properly on Intercom. However, we are not able to see count updates for any events on Intercom. So, we can't filter users who have cancelled their subscription and not renewed their subscription over a week. We have reached to RevenueCat support as well and found RevenueCat successfully delivers all subscription events to Intercom. Would you please help us clearing this blocker?Any help would be appreciated. Regards,Paresh.

Hi there! We’re having problems to see the current subscription statuses of our users. Stripe integration doesn’t show the latest statuses, it doesn’t sync when a subscription canceled for example. This is an issue for a while so wanted to check if anyone else experience the same issue + Intercom team has plans to fix it. Thanks!

My React native app integrates with Intercom and implements the push notification function, but when the iOS application runs in the foreground, it cannot receive push notifications. Is it because it cannot be implemented or am I missing something？Android is all normal, and iOS is also normal in non foreground mode。Could you please help me solve it as soon as possible。

We use Segment integration with Intercom. And update Contact with Segment message, usual message contains traits like these:…."traits": {        "email": "some user email", // corresponds to email in Intercom Contact        "firstName": "a",        "internationalPhone": "+10000000",        "lastName": "h",        "leadStatus": "SPAMMER",        "name": "aaaaa",        "organizationId": "some ID",        "phone": "phone number",        "userId": "01010101",   // corresponds to user ID in Intercom Contact         "userRole": "Owner",        "userStatus": "Banned"    }….Intercom returns http 200 when we send message from Segment, but changes of Contact wasn’t appeared in Intercom UI. It work well on TEST workspace but doesn’t work on PROD. We have the same fields mapping for TEST and PROD environments.

We are sending user data from Segment to Intercom, we did all the mapping according to the documentations and did not exceed limitations but still some of the event properties we receive with the event is not visible on the user profile. e.g We are sending “order_completed” event and can see “invoice_url” in the custom properties list but not seeing it on the user profile.

I wanted to add Intercom on a Atlassian Forge Macro, and was wondering if anyone had any experience of this, tips on the best way to implement it, or any known gotchas, or documentation specific to this use-case. Thanks

Hi,I want to set up automation where I'll be sending emails to my clients thanking them for purchasing a subscription. I sell the subscription using Stripe. I've connected Stripe with Intercom. I want the trigger for sending the email to be the purchase of the subscription by a new client. I'm setting this up using the 'series' option in Intercom, but I'm having trouble choosing the trigger. On the list, I have the option 'Created subscription', but I'm not sure if this pertains to Stripe as there's no information indicating it's a Stripe trigger. Additionally, I have 'Stripe subscription period start at', but choosing this I'm not sure if the email will be sent immediately after the subscription purchase.I'd also like different emails to be sent depending on the type of purchased subscription. With the 'Created subscription' option, I have the ability to define the subscription name, in my case, for example, 'Starter - social media' (I sent an example in the screenshot). But I'm uncer

I am trying to find a “standard” out-of-the-box data model provided by Intercom for: Users/Contacts Accounts/Companies I have inherited an Intercom instance with a ton of custom fields.  I need to know what the “standard” fields are in the data model so I can clean up the custom ones! Thanks

I wish we could rate apps in Intercom’s app store. I have some feedback from Userfeed. It’s not being actively worked on and getting a hold of anyone on the Userfeed team is impossible. Now it seems one of the core features I use is broken. I am definitely looking for an alternative now. Any suggestions?

We use the Outlook Calendar app for leads to book demos. There has been issues over the last few months where sometimes it will work (show availability for the sales team on a round-robin basis) and other times, it will not work (show that there is no availability). There has always been availability across the team, we’ve checked that everyone has the right settings, availability and that our calendars are still connected but we still have the issue. I’ve tested in incognito mode, on a different device, on a different browser and sometimes it works, sometimes it doesn’t. Has anyone else had this issue and managed to fix it permanently? 

Intercom only sends country (example united states) but not city or state (Los Angeles, California information back to salesforce. Is there a reason the integration functions this way? Is this an unfinished intergation?  Intercom What gets pushed to salesforce

Hi,We are upgraded to GA4 and the site already captures data in GA4, we would like to set up the tag manager to capture the INTERCOM event like someone “provided email address” on the chat will treat as one conversion and would track that in Google Analytic and also pass to Google Adwords as successful conversion.I go through the articles about setting up tag manager in GA4 and am still a bit confused, I only need to keep track of the event of “provided email address”Does anyone have better instructions on this matter?Thanks,  

Hi i was just trying to connect a jira project to intercom as we have done with some other projects and i got this message :has anyone seen this before and managed to resolve it? i have jira cloud installed and like i mentioned we have done this with other projects in jira. Authentication is already verified.  

Intercom is telling us that they dont support a sync using salesforce’s default record ID! How does everyone else work around this severe limitation? I cant imagine changing our business processes and adding a new unique field just to get data synced. Adding a new unique field is not a big thing but we would have to change our sales processes to now update a field upon account creation :(