Intercom Product Area

Hi Intercom Community,We have around 900–950 items under Knowledge → Content → Articles in our Intercom workspace. They’re essentially snippets. We need to export all of them with title + body/content (CSV or JSON is fine). What’s the best way to do this at scale?  Is the correct approach to use the Articles API (list all articles + retrieve each article to get the title and body fields)?  If yes, any tips for handling export of this volume (pagination/rate limits), or is there a supported bulk-export option? 

We recently started using JWT for authn/AuthZ.There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to have more control over the amount of time the API is accessible.

I am triggering an article in the Messenger, using the showArticle method. The article is pulled up within the Messenger - but aticle-to-article links from that original article open in a new window (outside of my app).  How do I keep the new articles showing in the Messenger so that the user isn’t directed out of the app?For additional clarity I am not linking to outside content, only other articles in Intercom.

Via Jira for Tickets, is it not possible to sync Intercom ticket status to Jira item status (Intercom → Jira)?I know you can do Jira → Intercom. I just assumed in the Intercom Workflow editor you’d be able to wire up the same going the other direction, but I’m only seeing 2 actions that can be performed in Jira? Create Issue and Create Comment? 

Hi team, We have an issue with Bluecore users as they are getting the popup opened every time, no matter they close it. This behavior was first reported on Sept 30th It seems to be affecting users that have “Tasks” on their help menu No matter they close it, it reopens everytime they navigate to another page in the site or open a click to a new page in the site. While this is not impacting functionality, it is becoming a frustrating customer experience.Can you please take a look?

I am seeing a persistent error when trying to save and set live a specific, large inbound workflow in Intercom.​ Trigger: When customer opens a new conversation in the Messenger for Web, audience = Leads and Users.​ Symptoms: UI shows: “We couldn't set this workflow live. Send us a message and we'll do our best to help out.” at the top of the builder.​ Network tab shows the PUT request to /ember/matching_system/rulesets/{id} returning 502 Bad Gateway (nginx) when saving/setting live this workflow.​ The ruleset payload shows an ID, links, etc., but predicate_group, client_predicate_group, and default_predicate_group are empty arrays.​ Troubleshooting already done No red paths or visib

Related to the Critical Vulnerabilities in Next.js and React (CVE-2025-55182), we have identified that our Help Center hosted by Intercom is affected. Please patch as stated in the article as soon as possible since this is an urgent matter!

I’m working with Intercom tooltips and want to show or hide them conditionally from my web UI.I have a toggle button in my frontend that allows users to manually turn tooltips on or off. Based on this toggle, I want to control the visibility of Intercom tooltips.What I’ve done so far: In Intercom, I configured the tooltip rule as: learn_mode == true On the frontend, when the toggle button is clicked, I call: Intercom('update', { learn_mode: true }); // or false The goal is: learn_mode = true → show tooltips learn_mode = false → hide tooltips Issue:The Intercom('update') call does not seem to trigger the tooltip. The tooltip does not appear or disappear as expected when toggling

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.   

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

Hey team! Renee here - lead CSM at Storylane 👋Resurfacing this request since it continues to come up regularly with our Storylane customers.Intercom help center articles currently don’t support embedded images, HTML, or iframes, which makes it difficult for teams to automate or streamline self-serve education. As a result, teams are forced to rely on workarounds like links, GIFs, or video uploads instead of keeping richer, interactive content directly in articles.This remains a blocker for onboarding, feature education, and support deflection, and it’s coming up across dozens of teams (40+ have flagged this to us directly) - not just edge cases.We also noticed the recent Supademo ↔ Intercom integration, which shows that deeper interactive content experiences are possible within the Intercom ecosystem. Many of our customers are asking for similar flexibility directly within Articles.Would love to know if broader sup

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explici

Hello,I have a data connector whose purpose is to find a custom object by its id. And it can return NULL if it finds nothing.I would like to branch a workflow depending on whether or not the data connector was successfull in finding the custom object, and it’s not very clear how I can achieve that.I tried to use the “branch” step with a condition saying that one of the (mandatory) fields of the custom object is “any value” or “is unknown” but that didn’t work. The branch step is behaving like the custom object is always there, even when my endpoint returned NULL. I think the data connector is creating an instance of the custom object in all scenarios.What could be the proper way to do that?

How to get conversation id in iOS SDK?

I'm looking for best practices, specific triggers, and action ideas to bring back users who haven’t interacted with our product in a while. checkout Should I focus on email campaigns, in-app messages, or a mix of both? Any examples of successful re-engagement workflows would be greatly appreciated!"

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

Hi, is there an option to export certain articles from our intercom article help center?kind regards

I have a real problem because on mobile devices, my app displays a bottom navigation/tab bar. As you can see in the picture attached, the standard mobile layout that you impose means that the messenger obscures the mobile menu:  Even if I adjust the bottom spacing to say, 60px, it has no effect on mobile devices.This is a real annoyance and I can't immediately think of a way to solve it. Surely other customers have experienced this issue before?

Hi! Based on the article about formatting articles, https://www.intercom.com/help/en/articles/4103903-formatting-and-exporting-your-articles-with-the-articles-api, there doesn’t seem to be a way to POST an article through the API that has callouts. For instance: Any ideas on how this might be possible? Thanks!Scot

To be able to still export the covnersation that has been merged with.Currently, there’s no button above once you merged the conversation.

Hey, we have a React Native app that uses Intercom via RN package. I can’t seem to press the top right X button to close the survey when viewing the survey from a customer demo account. Any ideas? Thanks!

how do i manually edit users and leads? i need to edit “company” this is what i see when i click on “edit” button  

Hi Guys,Please is there a workflow I can implement if there is a spike in interaction that I am notified?

Hi,We have included Intercom for messaging on our single-page-application. The widget is visible before and after login, so users can contact us from every page.We boot the Intercom widget with the app_id parameter, before the user is authenticatedwindow.Intercom('boot', { app_id: APP_ID })After the user has logged in on our site, we update the session with window.Intercom(‘update’, {   intercom_user_jwt: <jwt>,   name: <user name>})If the user has not touched the Intercom widget before login, everything works fine. The conversation history is loaded, once the user opens Intercom.If the user opened the Intercom widget before login (or started a new conversation in ‘visitor’ state), the conversation history is NOT loaded after authentication. To see the conversation history, the entire page must be reloaded.Browser development tools show, that the request