Skip to main content

Hello Intercom Support Team,

I hope this message finds you well.

We have successfully integrated the Intercom SDK into both our Android and iOS apps, and everything has been working properly for the most part. However, we've encountered some client issues specifically with the Android app regarding Mobile Carousels.

Issue Details:

  • We have set up Mobile Carousels as a series in the Intercom dashboard.
  • These carousels are triggered from the server-side as expected.
  • When a carousel pops up on the mobile app, it blocks the app's UI rendering and prevents API calls from executing, which impacts the overall user experience negatively.

Environment Details:

  • Platform: Android
  • Intercom SDK Version: 15.9.1
  • Trigger Method: Server-side

Impact:
This behavior creates delays and interruptions in the app’s functionality, leading to poor user experience for our clients.

Expected Behavior:
When the carousel is displayed, it should not block the app's UI rendering or API calls.

Request for Assistance:
Could you please help us resolve this issue? We’d appreciate any guidance on how to ensure the carousel integrates seamlessly without affecting the app's performance.

Please let me know if you require additional details or logs to assist in troubleshooting.

Thank you for your support!

Hey Shaq from the Support Engineering team here at Intercom! 🙂

 

It doesn’t look like we’ve identified any current widespread issues that would cause Mobile Carousels to freeze on Android. I also did not see any notes calling out a fix for this in our most recent Android SDK release here (5.11.2).

 

There’s a chance that updating to the latest Android version resolves this for your team. But I went ahead and created a ticket on your behalf so my team can take a closer look at this with you and make sure it gets resolved. We’ll be in touch shortly.  

 

Thanks! 

Reply


Terms & ConditionsCookie settings