Intercom Product Area

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? 

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?

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 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?