Intercom Product Area

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side? 

We’re facing the same ANR issue from intercom with the later version (it’s blocking at the function onCreate on main thread), could you guys please help us take a look at this one?One thing to notice is it mainly happens on Android 14. We’re using "@intercom/intercom-react-native": "^8.3.0" and intercom android SDK: “15.14.0 “ Please let me know if I can provide any further information. Thank you.

Hi, We are experiencing duplicates creation on intercom for the same userIds and emails, the example is below:I think that the problem is on SDK side or/and API calls to Intercom.For example, to update existing user we do a post request to search by email intercom id and update that contact, but it looks like sometimes (event if a user exists on Intercom ) by some reason we are not always getting intercom id back and then the script creates "a new contact"  (or it is something within SDK). The issue is that it is not a new contact and it should not work like that. Eventually these duplicated users go to "onboarding" series, but they are old and should not get any onboarding emails..What could be the issue and solve it? Maybe it is about API/SDK update?... Best,Anastasia

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

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?

HelloWhen I audit my help center site with custom domain, I am getting too much 403 errors.I guessed it was robots.txt issues.But I couldn’t edit robots.txt in my help site in intercom.How can I edit robots.txt? or how can I fix these 403 issues?Please help me.Thanks.

Currently if an update is commented on a back office ticket, you need to manually scroll all the way to the bottom to see the update. It would be nice to sort the conversation by newest to oldest, rather than how it currently sorts by oldest to newest. Sometimes a back office ticket goes on for days, weeks or months. Leading to sometimes need to scroll for 15 seconds to get to the bottom of the conversation to see what new updates were posted.

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail.  However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads.BRChristian

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

Have anyone successfully created a custom subpath for the Help Center?I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...   

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it? 

We have a workflow that will ask the conversation participant for a CSAT rating after a team member closes it or resolves a ticket. You can see in the workflow below, we will pass to a reusable workflow if either:a conversation rating request is false or if a CSAT rating was not requested for any agent. However, this creates a problem because Intercom does not send a CSAT rating request when there are multiple participants. Thus, users receive the message asking for a rating, but not the actual CSAT rating request. This is also confusing, because we’re sending a message that is asking for feedback, but not actually sending the CSAT rating request. We recently had an issue where a user in a conversation with multiple participants kept replying to the message which kept opening up the conversation and delivering the automated message. Our team would manually close the conversation, but the user kept replying to the automated message which opening the conversation back up again. This happ

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

I would love an integration between Intercom Knowledge and Bynder Webdam. This would mean Fin could search PDFs published in Webdam and use these to provide meaningful answers. An integration would save me having to manually upload PDF documents into Intercom each time I publish something (a lot of duplicated effort). I see that there is already an option to synch info to Knowledge from Box so it seems it would be possible. 

After I complete the information to sign-up for a new account I am redirected to a “403 Forbidden: Workspace Suspended” page. 

Does anyone use a third-party tool to monitor link health in your help articles and flag broken/404 errors?I tried Docs Fresh but haven’t been able to get in touch with them about pricing. Curious if there are other tools you’ve had success with.Thank you!

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how?Also, is anyone exporting info via API to calculate things like views per article? Best, Malachi

Hi everyone,We’re currently facing an issue where the Intercom Messenger is not loading as expected in our application. This seems to affect desktop , and we haven’t been able to identify a consistent cause yet. We’ve already checked for any custom CSS or JS conflicts, but the problem persists. Tried installing using multiple methods .We came across a few older threads with similar concerns, but no concrete solutions were shared. If anyone has faced this recently or has any insights on possible fixes or workarounds, we’d truly appreciate your input.Thanks in advance for your help and support!Best,Hitesh

We use unique, one-time use invite links for our service. Can we pass these links to a triggered email in Intercom via API?

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems goodBut when we test it, it’s not there. 

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger.