Intercom Product Area

Hi everyone,I’ve been experimenting with task automation on android and came across an app I found, delta executor for android.The challenge I’m facing is that some automated actions either fail silently or behave inconsistently across different android versions. For example, tasks that run perfectly on one device sometimes crash or don’t trigger at all on another. I’m trying to figure out whether this is related to app permissions, background restrictions, or compatibility with certain android builds.Has anyone else run into similar problems when using third-party automation tools on Android? Are there best practices for debugging or ensuring these apps behave consistently across devices? I’d love to hear what solutions or workarounds people have used.Thanks in advance for any insights!

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.  

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?

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 

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!

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

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?  

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.

Ive noticed that my macros will sometimes be available for use and sometimes not. nots sure why this is as the settings allow for it to be used as new conversation, replying and notes. 

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’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

We have customers using different spellings, typos, etc .of words while searching for content in our help centre and not finding our content as a result. How can I add common alternatives to word in an article or the backend, to ensure our customers always find what they’re looking for even if they are using different language to us? This is not related to SEO but and solutions welcome.E.g : a customer searching for a Wi-Fi connectivity article types in wifi and nothing comes up. or a customer types in TRV (thermostatic radiator valve) and nothing comes up because we use ‘Smart Radiator Thermostat’.

It would be nice to have forum like capabilities. (Like zendesk.com/gather)

Our Help Center home page is https://help.ziflow.com/en/p> The meta description tag is empty: 

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? 

How to get conversation id in iOS SDK?

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?