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Get more out of Intercom using our API and webhooks

  • 552 Topics
  • 1,268 Replies
552 Topics
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Achaias HaycockNew Participant
posted in API & Webhooks
Python SHA-1 webhook verification

I want to make this post as I have spent the last day trying to understand why the X-Hub-Signature being sent in the header wasn’t matching the the HMAC signature that I was getting when converting the JSON body and Client Secret from the request.If you are using Python, MAKE SURE YOU USE SEPARATORS IN THE JSON DUMP BEFORE ENCODING. Here is the method that worked for me: def authenticate_intercom_request(self,x_hub_sig): json_string = json.dumps(self.body, separators=(',', ':')) hashed = hmac.new(self.secret.encode('utf-8'), json_string.encode('utf-8'), sha1) return hmac.compare_digest(hashed.hexdigest(), x_hub_sig[5:])Python by default will add chars in the body that will alter the returned value from Intercom, and without the separators listed above it will always fail. 

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Ilana Guilfoyle
Ilana GuilfoyleNew Participant
asked in API & Webhooks
Create custom Intercom event with series triggered webhook

Our team uses Amplitude for product engagement reporting and historically we have been pretty light in including Intercom engagement data. As our team begins to launch more complex campaigns in Intercom, the use of Intercom tags for Amplitude analysis feels limited, especially when trying to measure events over time. My question is: Is it possible to create a custom event by posting to an Intercom endpoint with a series triggered webhook?As a super simple example: An Intercom series has a step where an email is sent to users. Rather than tag the user when an email is sent, can I create a custom Intercom event using a webhook? Adding and removing tags as steps in a series seems inefficient to me if we are trying to track reoccurring events over time.Thanks!

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Steeve Cayla
Innovator ✨
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robin.nguyenNew Participant
asked in API & Webhooks
Have webhooks been updated to fetch contact status in subscription type?

Has the webhook been updated to retrieve the subscription status of contacts?I need to sync my application with the subscription preferences expressed by users.Currently, I’m using the user.unsubscribed webhook to track when users unsubscribe via SMS. However, the product team has requested that I also sync contacts who had previously been automatically unsubscribed during the period when unsubscribe tracking wasn’t yet in place.

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Emilygav
Intercom Team
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Luis Camacho IIINew Participant
asked in API & Webhooks
Sending an email with a confirmation link that recipients can click on

I’ve got a C# Blazor application that calls Intercom endpoints via api. When a new user signs up for my app, I want to send them a simple email with a link to a url. The email is a registration confirmation email. When they click the url in the email, they’re confirmed.I tried doing this by sending a POST to the intercom `/messages` endpoint with my own custom email body. It triggers the email just fine, but the url gets transformed incorrectly.I also tried sending the email via Intercom’s Outbound emails, but I can’t figure out how to trigger this email and include the confirmation url in with the payload.I’m also wondering if either of these paths is the right one. Please let me know :)

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Ryan Parker
Intercom Team
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Dev AcctsNew Participant
asked in API & Webhooks
Using the Article API for callout blocks and collapsible sections

Here are the HTML tags and CSS that intercom’s API supports for Articles - https://developers.intercom.com/docs/guides/help-center/supported-htmlI don’t see callout blocks and collapsible sections which are supported in Intercom’s editor. When I use the API to update my articles (update article endpoint), even if I send the exact CSS that intercom uses for the callout blocks and collapsible sections, it strips them out as those are not on the allowed list. These articles then get published without the callout blocks that were present earlier. How can I preserve callout blocks and collapsible sections? It is a major limitation towards using the API. 

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Emilygav
Intercom Team
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Dániel UrbánNew Participant
asked in API & Webhooks
What is the schema of the "conversation.user.replied" webhook notification item?

I found the Webhook Topics article (https://developers.intercom.com/docs/references/webhooks/webhook-models) but cannot find the schema of specific notification item types. I’m specifically looking for conversation.user.replied.

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Joseph S.
Expert User ✨
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SmockNew Participant
asked in API & Webhooks
Getting "User Not Found" error when creating a contact

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.

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Intercom Team
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Female InvestNew Participant
asked in API & Webhooks
Working with Intercom conversation data

Hi, We’re currently modelling our Intercom data. In the modelling process, I can’t find the answer to the following:How do we determine whether a conversation was started through the Intercom Chat on our web application or our mobile application? How do we determine whether a conversation was started and/or resolved by the automation workflow (self-service)?The source_type and first_contact_reply_type only indicate whether the conversation was started through 1) email, 2) conversation, 3) instagram. Hoping you help guide us to finding the necessary data.

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Intercom Team
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John SeoNew Participant
asked in API & Webhooks
User attributes missing in Intercom (Name and Email) for recently created users

Hi, I need your help with user data not showing correctly in Intercom.We are initializing Intercom with name, user_id, email, and user_hash.Everything works fine for most users, but starting from 3 weeks ago, new users only show user_id, and name and email are missing on their profiles.At first, we suspected it might be an issue on our end. However, we’re also sending the exact same user data to Pendo, and it’s working perfectly there — all fields are showing as expected.Could you help us check if there were any changes on Intercom's side, or suggest what else we can verify to resolve this?Thanks!

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Ryan Parker
Intercom Team
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User1382New Participant
asked in API & Webhooks
Health Check: Why do we receive so view checks.

Hello everyone, our app (Coview) implemented the health check. Based on the following description from the documentation, we assumed that we would receive at least one call for each of the installations of our app each day: This will happen at least once a day for each workspace where the app is installed. With this information, we expect you to discover if the app is in a healthy state for this workspace and respond to the request telling us whether it's healthy, unhealthy, or you don't currently know.However, according to our logs we just a handful of checks each day although we have a few hundred installations. Do we misunderstand something here?

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prmichaelNew Participant
asked in API & Webhooks
Users Scroll API Endpoint Working

I’m curious if there is a known issue with the Users Scroll API? The Company one works just fine, but the users one returns that it is not a valid resource.I found a github incident from 2018 where something similar happened and I’m wondering if something similar is at play again. I notice that the users scroll documentation page doesn’t have a Try It option like Companies does, which leads me to believe it may be a known issue that the endpoint doesn’t actually work.Current Documentation: https://developers.intercom.com/docs/references/1.3/rest-api/users/iterating-over-all-users

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Joseph S.
Expert User ✨
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Antal KissNew Participant
asked in API & Webhooks
`Sometimes getting "User Not Found" (404) error when sending events however user was created years ago

Hi there,we’ve recently added events tracking and it was noticed that we get ad hock "User Not Found" error however user exists years. Request we send:{  "event_name": "post_autopublished",  "created_at": 1731959712,  "user_id": "..."} Response we received:{  "type": "error.list",  "request_id": "0045a0lc51qku6vpphg0",  "errors": [    {      "code": "not_found",      "message": "User Not Found"    }  ]} Retrying the API call can work but would be great to know what causes the issue. Any help would be appriciated. Best,Antal

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Emilygav
Intercom Team
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Alexandra PActive User
asked in API & Webhooks
The session_count attribute is missing from the Contact object

It seems that in v2 when the User and Lead models have been merged into Contacts, the session_count attribute has been removed from the response.  The Company object displays the session_count information so I'm wondering if there's a specific reason why the user session_count has been removed or if it's just a slip?

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Emilygav
Intercom Team
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Claus NNew Participant
asked in API & Webhooks
Is there any way to set the language_override attribute on a Contact?

The Contacts model have an attribute called language_override, but when I try to set it when creating a new Contact, or to update it on an existing Contact the attribute seems to be ignored. Docs also doesn't mention it for those operations, so I guess that is as-designed. Is there any way I can change it?

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Dev AcctsNew Participant
asked in API & Webhooks
Fetching articles from a specific help center using API

I’m fetching articles from Intercom using the API. In the case where multiple help centers are present, how do I fetch the articles from only a specific help center and not all articles? Alternatively, I am also open to fetching all articles but filtering them on the basis of help center. How can I do this using the API?

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Joseph S.
Expert User ✨
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Cody IddingsNew Participant
asked in API & Webhooks
New line being added to article after paragraph when updating via API

When I pull down an example line in the body via API I get something like this:\n<p class=\"no-margin\"></p>\n<p class=\"no-margin\"><b>Can I add in other activities?</b></p>\n<p class=\"no-margin\">Not at this time. If this is a feature you would like, please send us a message.</p>When I push that back up, it adds a new line to below the bolded text. This is also happening above lists as well, but only when it’s below a <p> class.The output looks like this:<b>Can I add in other activities?<b/>Not at this time. If this is a feature you would like, please send us a message.Where the intended output should be<b>Can I add in other activities?</b>Not at this time. If this is a feature you would like, please send us a message.Is this a bug? Is there a way around this?

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Kulpreet AlaghNew Participant
asked in API & Webhooks
CORS error

Hi, We have been using Intercom without any issue. But recently we have started getting following error after the user has logged into our platform. Access to XMLHttpRequest at ‘https://api-iam.intercom.io/messenger/web/embedded/content’ from origin ‘https://portal.product.com’ has been blocked by CORS policy: No ‘Access-Control-Allow-Origin’ header is present on the requested resource. When the page is refreshed, the error disappears and status code changes to 200 OK but the user data is not updated in Intercom.What’s the possible solution to this issue?

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richard-govwellNew Participant
asked in API & Webhooks
Intercom API for reporting

Hi there I am hoping to create some dashboards based off of our product’s intercom data that surfaces insights about # of tickets created and average conversation rating.  High level mockup of the dashboard: Diving into the intercom API, it looks like the only way to get aggregate data is by calling the search APIs and checking the total_count property.  This is un-ideal in the case of average satisfaction score where I would need to query 5 times for each satisfaction score value per data bucket.  If I have a time series with 12 month buckets, that would mean I would have to query Intercom 70 times per dashboard render.  Is there a better alternative to accomplish this?  I saw reference of a reporting feature coming to the API at some point: Also, what is intercom’s data retention policy?  Can I expect to be able to retrieve all of our intercom data or is there a cut-off?

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mateusz.leszkiewicz
Intercom Team
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Ethan PatrickNew Participant
posted in API & Webhooks
Ability to Trigger Reusable Workflows via REST API?

Having the ability to trigger a reusable workflow via API would be really helpful for making workflow/bot conversations more dynamic. A specific use case I’m working on right now is serving CSAT in conversations where customers interact only with a bot (no team member assigned).  Unresponsive triggers only happen with human to human conversations. If a customer goes unresponsive while talking to the bot, the conversation is considered abandoned, not closed. My thought was to use Zapier to trigger closed conversations and filter by convos NOT assigned to a team member, however I have no way of serving CSAT in that conversation via the API. I played around with starting workflows using this non-documented endpoint:curl --request POST \  --url https://app.intercom.io/ember/inbox/workflows/start \  --header 'Accept: application/json' \  --header 'Authorization: Bearer REDACTED \  --header 'Content-Type: application/json' \  --header 'X-Csrf-Token: REDACTED' \  --cookie _intercom_session=RE

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matt-inkindNew Participant
asked in API & Webhooks
Can't update contact location via API

Can’t seem to get any contact location data to stick in my requests. What am I doing wrong here? Note that the request does not fail with any sort of validation error but the values do not get updated.For example, here’s the body on an update: {"signed_up_at":1753192392,"external_id":5668,"location":{"type":"location","country":"United States","country_code":"US","city":"San Diego"}}And the response body I get:{"type"=>"contact", "id"=>"redacted", "workspace_id"=>"redacted", "external_id"=>"5668", "role"=>"user", "email"=>"redacted", "phone"=>nil, "name"=>"redacted", "avatar"=>nil, "owner_id"=>nil, "social_profiles"=>{"type"=>"list", "data"=>[]}, "has_hard_bounced"=>false, "marked_email_as_spam"=>false, "unsubscribed_from_emails"=>false, "created_at"=>1753796921, "updated_at"=>1753797193, "signed_up_at"=>1753192392, "last_seen_at"=>nil, "last_replied_at"=>nil, "last_contacted_at"=>nil, "last_email_opened_at"=>nil, "la

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Ian LNew Participant
posted in API & Webhooks
Migrating Zendesk Tickets to Intercom

Hey there!We’re about to run a script on our side this week to migrate our historical Zendesk Ticket data to Intercom.Has anyone in the community had experience doing this?Curious to know how you prevent email notifications from going out to customers, and if its possible to backdate the conversations when you are creating them.Cheers,Ian

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User34
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Alpha testNew Participant
posted in API & Webhooks
How to Suspend or Delete an Admin — Clarification on Parameters

We would like to understand how to suspend or delete an admin within our Intercom setup. Specifically: What are the steps for suspending or deleting an admin? What parameters or conditions can be used to identify these actions? Can we use has_inbox_seat for this purpose? If not, please explain why it cannot be used or if there's an alternative. Additionally, once an admin is suspended or deleted, we would like to: Fetch that updated status or Have that event trigger a webhook so we can sync the admin's status on our side in real time. Please confirm if this is possible and share the best approach to implement it.Looking forward to your guidance on this.

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Emilygav
Intercom Team
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Alpha testNew Participant
asked in API & Webhooks
How to Suspend or Delete an Admin — Clarification on Parameters

We would like to understand how to suspend or delete an admin within our Intercom setup. Specifically: What are the steps for suspending or deleting an admin? What parameters or conditions can be used to identify these actions? Can we use has_inbox_seat for this purpose? If not, please explain why it cannot be used or if there's an alternative. Additionally, once an admin is suspended or deleted, we would like to: Fetch that updated status or Have that event trigger a webhook so we can sync the admin's status on our side in real time. Please confirm if this is possible and share the best approach to implement it.Looking forward to your guidance on this.

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Jacques Reynolds
Intercom Team
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Егор РудаковNew Participant
asked in API & Webhooks
showNewMessage not working until Intercom widget is opened

I use the @intercom/messenger-js-sdk in react appshowNewMessage does not insert prePopulatedContent if the intercom chat has not been opened yetshowMessages also doesn't work.showNewMessage just opens a new chat on the first call, then it starts inserting prePopulatedContent. For testing, I'm using a constant as a prePopulatedContent. However, if you open the Intercom widget, the prePopulatedContent is inserted the first time. Versions:"@intercom/messenger-js-sdk": "^0.0.14","react": "18.3.1",

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Jacques Reynolds
Intercom Team
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MineshNew Participant
asked in API & Webhooks
Can I send Banner messages through the API?

I would like to automate banner messages sent to users. Are there any plans to expose this in the API? My Requirement: When we do an application release, we want to display 3 banners in order:Tell everyone that is logged in that there is about to be a release in X minutesTell everyone that a release is in progressTell everyone that a release is done We are using the user interface to do this, but it is quite a manual process which we would like to streamline using the API.

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