Intercom Product Area

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?

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!"

Hey everyone, hope you’re doing well!I’ve been experimenting with integrating more interactive elements and fun widgets into my intercom inbox and help center pages to make the experience more engaging, but I’ve run into some rendering and performance quirks. It reminded me of a thread I saw about interactive word puzzle embeds and layout behavior in web pages (for example, something like playful UI content here, where content sometimes loads slowly or misaligns depending on container size.So I’m curious — when you embed interactive content in Intercom messages or articles, have you noticed load delays, alignment issues, or inconsistent behavior on mobile vs desktop? Could these be caused by how intercom’s HTML sandbox handles scripts or css, or is it more related to the embed itself? Any tips on testing and diagnosing before rolling out to users?Thanks in advance for

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.

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

a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

Hello Intercom Product Team,I am requesting the addition of a simple, native feature within the standard visual message composer (for Posts, Tours, and Surveys) that allows for a horizontal layout.The Problem:Currently, users are restricted to a vertical-only stacking of components (image/icon *above* text). This limitation significantly hinders the ability to create visually appealing, professional, and compact UI elements such as icon-based feature lists, modern notification styles, or simple image-text pairings.Horizontal layouts are standard in modern UI design for clarity and aesthetics.Relying on the complex Canvas Kit for a basic layout change is a high barrier for non-developer marketing and success teams.**Attached is a Figma design of a standard Pop up I would like to create on Intercom Having this ability would be a significant improvement for all users who want more control over their message design without

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

Hello,We have a react-native/expo app and are having issues opening any help center articles shared to users via the intercom messenger on our app. The same exact article works without any issues when sent to the same user but opened on Intercom messenger running on our web app instead.Any help would be much appreciated. Best regards,Tiago Cruz  

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

I'm syncing documentation from Notion to Intercom and I’m looking for a better way to handle internal and public articles.Current workflow: All documentation is written in Notion. I use Intercom’s native Notion sync, but it only creates internal articles. I then use Make.com to read those internal articles via Intercom APIs and create/update public articles with the same title and body. I'd like to also copy the tags from the internal articles, but I can't find a way to access them through the API. My questions: Is it possible to retrieve the tags assigned to internal articles via the API or any other method? Is there a better or more official way to convert internal articles

Hi, I want to know how to write bold text as an user that messaging with the company?Tried to do markup syntax but nothing works, the only thing that seems to be working is <br> tag which breaks a line, is it possible at all to write bold text as an user?

Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work.