Product Q&amp;A

How to implement automated CSAT with both Intercom and Hubspot?

Julie DenecheauNew Participant

Support Operations

Hi everyone,I work in Customer Care, and my clients reach out via email, inbox, calls, video calls, or Intercom. All interactions are logged in HubSpot. I’d like to send an automated CSAT survey after each support interaction.I’ve seen the CSAT feature in Intercom, which is great for sending instant surveys to clients. However, I also need a way to send surveys to clients who contact me through channels outside of Intercom and I want to be able to track data in one place for my KPIs.Has anyone done this before? Is there an integration we can set up to make it work across all channels?

Bruno MartinsNew Participant

Inbox

Customized CSAT

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

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Cristi ConstantinNew Participant

[Android][Intercom SDK - 15.9.0] PdfRender crash

I want to report an issue we have encountered with the Intercom SDK on Android. When a user attempts to open a password-protected PDF sent by the support team, the application crashes with the following error:Fatal Exception: java.lang.SecurityException: password required or incorrect password at android.graphics.pdf.PdfRenderer.nativeCreate(PdfRenderer.java) at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172) at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269) at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33) at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104) at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81) at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41) at androidx.compose.ui

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Ask the Intercom Team about Fin

aestandanteNew Participant

Fin AI Agent to have "Prevent customers from rating after a given period of time"

Hi team!Could we have the same option for Fin AI Agent to have “Prevent customers from rating after a given period of time” same as below?This the current one for Fin AI Agent: Thank you!

1 day ago

Julie DenecheauNew Participant

Support Operations

How to implement automated CSAT with both Intercom and Hubspot?

Cristi ConstantinNew Participant

[Android][Intercom SDK - 15.9.0] PdfRender crash

1507

berg_deeNew Participant

iOS SDK 19.2.0 / intercom-react-native 9.1.0 causes weird app crashes

Hello, We are currently using Intercom in our Expo React Native app for customer service messaging. We have previously been using Expo SDK 53 and React Native 0.79.5 with the react native intercom package 9.0.3 and all has been working well.However upgrading Intercom to 9.1.0 or higher is causing some very weird issues for us.Our app streams HLS video where the HLS playlist contains 10s chunks of video which is presented to the user as one long continuous clip. When scrubbing forward in the clip further than what’s been buffered the stream will obviously need to buffer. Our player is using the expo-video package, but we’ve tried with other packages as well such as react-native-video. Now to the issue; Intercom 9.1.0 and higher causes the app to crash when scrubbing forward quickly in the video stream, this problem is only present there and when downgrading Intercom to 9.0.3 it’s working fine again and I can scrub and pause/forward/rewind with no problem and the app is not crashing. I c

4 days ago

Thomas AguilarNew Participant

API & Webhooks

Conversation custom_attributes not being updated in UI from API requests

Hi, I am using the REST API to update conversation custom_attributes, and I see the conversation events showing up in the conversation view, however, the conversation attributes in the UI are not getting updated. I attached a screenshot as an example. When I retrieve the conversation from the API, I see that those custom attributes I updated are populated correctly. Has anyone encountered this before?

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4 days ago

prakashhinduja25New Participant

Workflows & Automations

Prakash Hinduja (Geneva) How can I ensure a workflow only triggers one time for each conversation?

Hi I am Prakash Hinduja, a visionary in financial strategy, born in Amritsar, India, and currently resides in Geneva, Switzerland (Swiss). I’m trying to set up a workflow in Intercom and want to make sure it only triggers once per conversation, not multiple times. If anyone have any suggestion please share with me.

5 days ago

JaminNew Participant

The app freezes and crashes on iOS after opening an in-app message and swiping left to right to dismiss the UI

I'm using React Native 0.78.3 and using Intercom SDK version @intercom/intercom-react-native 8.6.0. While most features work correctly, the app freezes and crashes on iOS after I open an in-app Intercom message and swipe left to right (from the left edge of the device) to close the Intercom UI View. Reproduction Steps Launch the app on iOS. Trigger an in-app Intercom message. Try to swipe left to right (from the left edge of the device) to close the Intercom UI View. App becomes unresponsive and eventually crashes. We’ve tried on other apps that are using the Intercom SDK and see that the issue is happening. The issue was fixed in @intercom/intercom-react-native 7.2.1 https://github.com/intercom/intercom-react-native/releases/tag/7.2.1 but it happens again on later versions. Updated I’ve tried to upgrade to the latest version of @intercom/intercom-react-native 9.1.1 and the issue frozen whole app does not happen anymore but all the buttons in the intercom window are still frozen

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Lance BlackNew Participant

Reporting

Reporting Identifiers

https://www.intercom.com/help/en/articles/5652381-conversational-support-report#h_c98526bc52Self Serve, Human & Proactive Support. I am familiar with conversation ID’s, what are the other identifiers that make up Self Serve, Human & Proactive Support. What differentiates them in the data? I can’t seem to find a list of identifiers that would feed into those reports.

qwert123New Participant

Intercom iOS push: "Failed to register a device token -identity verification is not setup correctly" when using Expo + @intercom/intercom-react-native

I’m trying to integrate Intercom push notifications into my React Native app built with Expo (using a custom dev client). I’m using @intercom/intercom-react-native (latest version) and JWT authentication.I can successfully:Generate a valid JWT (confirmed via jwt.io) with user_id and email. Log in the user in Intercom with matching userId and email. Verify that Intercom.isUserLoggedIn() returns true. Fetch the logged-in user attributes from Intercom, which match the JWT payload.Here’s the code I’m using to set up push notifications: export const setupIntercomPushNotifications = async (): Promise<boolean> => { try { const { status: existingStatus } = await Notifications.getPermissionsAsync(); let finalStatus = existingStatus; if (existingStatus !== "granted") { const { status } = await Notifications.requestPermissionsAsync(); finalStatus = status; } if (finalStatus !== "granted") { console.log("❌ Push notification permissions not granted"); re

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Connecting our custom MCP server to help Fin answer questions

Bailey SchrammNew Participant

Connect with Fin Users

We are a SaaS company, and have deployed Fin to only half of our user base (which has been very successful to date). We have yet to deploy to the other half (mostly enterprise users) because they each have very unique account settings/configurations. The general content on our help center that supports Fin does not account for each of these unique instances, and would provide incorrect/misleading answers for these users.It would not be scalable/manageable to generate unique content/tagging for each account with their unique settings, so we were excited about the possibility to connect Fin to our custom MCP server to gather contextualized information for users on common queries and answer accordingly. (Discussed here: https://www.intercom.com/help/en/articles/11461635-powering-fin-with-your-external-tools-using-mcp-connectors)However, we can’t find a ton of information on connecting to a custom MCP server rather than using one of the templated options (Stripe, Shopify, Linear). The abov

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