Intercom Product Area

I currently have a custom workflow where when a conversation is set to Closed that a CSAT survey is sent out.  No problem here.Now I want to instead send out that CSAT survey when a teammate changes the ticket state to Closed. In creating a workflow for this, I have a “If teammate changes the state of a ticket” trigger in there first, but I only want the path to execute if the ticket state becomes Closed.  I tried putting an Apply Rules element into the path, and a rule where the condition is ‘Ticket state is Closed’, but the ‘Ask for Conversation Rating’ action is not available, and the rule requires an action.Can I just add any action, then add the CSAT step, and have the workflow send out the CSAT only when the ticket state is changed to Closed by a teammate?  Or is there a different way this workflow needs to be set up? 

Hello support, We are running into a recurring issue where intercom occasionally drops attachments. We are able to download the attachment only by going to the actual email that’s sent, but not through the intercom app itself. See attached screenshot. The file in this example was 1mb in size. We appreciate any help you can provide.  

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How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

 Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could jump in, but in practice each teammate already has a high ticket load, so constant handovers are not realistic.What’s the best practice workflow for this in Intercom?

Hi intercom supporters,We’re facing an UI issue related to the send button in the chat window. This only happens on iOS 26, and does not not happen on iOS versions below 26. You guys can take a look on the attaching image below. we’re using "@intercom/intercom-react-native": "^8.7.0", we also have tried upgrading to the latest version which is 9.4.0 but it’s not working, the issue is still there.Please help us take a look on this issue and let us know if we can provide you further information. Thank you so much.  

Hi guys, I’m wondering if agents can send our customers a calendar feature for them to book a onboarding call but something that’s built in Intercom rather than a external calendar app, I haven’t seen it yet, is there such a feature already?Thank you in advance 

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.” It is especially limiting if you add screenshots, or have a long reply to review before sending to a customer.It would be more helpful if you could do a pop-out window for composing an email reply to a thread, thanks.

There’s a ‘Give Feedback’ button above and a ‘Feedback’ button to the right. Why 2? 

When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?We only receive this:Thanks in advance.

I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in intercom, I would like to get the same using the API.Now the problem I am facing is that I can only get myself and FIN rather than access to all the other agents working in the organization. Can you please guide me in what I might be doing wrong.HEADERS = {"Authorization": f"Bearer {BEARER_TOKEN}","Accept": "application/json","Intercom-Version": "2.14"} # -------------------------------# FETCH ALL ADMINS# -------------------------------url = "https://api.intercom.io/admins" response = requests.get(url, headers=HEADERS)response.raise_for_status() # Will raise an error if request fails admins_data = response.json()

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is the workflow that we are aiming at: When we need to ping someone from the team for a quick question, start side conversation and set message to selected Slack channel (this part is covered) Then find a way to easily keep track of this conversation (or any conversation that as a side conversation) within Intercom, like using Views or something similar. (This is not done!)I figured it could be done using Views filters (like when we filter conversations that have tickets, etc.), but I failed to get it working. Any thoughts, tips or tricks?

Hi there, I am starting with a very simply implementation. We are only using Facebook through socials to start (no web or mobile implementation.) We have a workflow that I want to run whenever someone opens a new conversation with us. I don’t want it to run the workflow for that person again until we close the conversation. Our workflow asks some basic questions and then assigns the conversation to me. I want to them communicate manually with the lead and then once I am done I want to close the conversation, and the next time they message us they get the workflow again.Thank you!

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

I have spent some days trying to set up a product tour for our coursebuilder and it is working in very inconsistent ways. In our coursebuilder, the user is guided through a step-by-step process of specifying a target audience, uploading documents etc. If I use a single product tour for all the steps across pages, this does not work as elements are displayed too early, before the page in question is accessed. I found a workaround by setting up multiple product tours but they can disable each other, even when I specify a different start URL. Sometimes it works, sometimes not.Another problem is that essentially the product tour Preview function does not work with our coursebuilder, and neither does the link feature if I enable “use tour everywhere”. My only option to test the product tour is to assign it to my account and two other admin accounts. I then log into three different accounts once a day to have one runthrough each. If one part of the tour is not displayed, I have to

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included. 

I am currently handling one of my client's projects where I have to engage with the audience and customers of 3 different cities in the USA. It is more commonly about medical consultations, So I am looking for a platform where I can engage my client’s customers according to their location and plan their consultations according to customers’ location.Should I go for it or not? Will I be able to engage customers according to their locations? Is there any plan of Intercom that can sound beneficial for this specific business?

How can I set up the Product Tour where it only happens on 1 page?I’ve set up the Product Tour where it should only appear on a specific URL, however, in the preview, I noticed it starts in other pages even after I finish the entire tour or skip it from the previous page. It seems to start with every new page I navigate to.  

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

I can create a tracker ticket and link user raised conversations. Can add a note that I can then copy down to all linked conversations.How could I add a comment on the tracker (parent) that actually creates that same note as an email in all the linked conversations?  

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

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

We’re trying to use the CSV filtering feature in the outbound chat to match phone numbers with our audience. But the process (tagging) takes way too long, 1+ hour for just 1 user, and still shows 0 people in the tags list. On the other hand, using the name as the matching attribute took only ~3min for the same user. I don’t think this is a format issue because the CSV file was created in notepad not Excel (which uses scientific notations). The Phone attribute is a text.