Hello! 😊We noticed that upon pressing a Sad emoji on a Help Center article, we are asking people to Send us a message. This seems to only available on iOS, and not on Android. Regardless, we really need it disabled.We have already disabled the “automatically start a message”, but we also need the manual way out :) How can we do this? Thank you!

Hi @Nigel-Paxton!I took a look at your team’s iOS app and it looks like it pre-dates the fix that my teammate, Cam, mentioned. I would recommend updating your react-native SDK to the most recent version (currently that’s version 6.2.0).Before you do that, you’ll also want to check and make sure that you have your Messenger Settings set up so that it doesn’t open a conversation when a customer provides an unhappy CSAT rating. You’ll want to make sure the option is toggled offhere!👇🏼

Hi @Ruxandra-- I’m Cam from the Intercom Support team!Could you check and confirm what Intercom iOS SDK version is being used in your iOS App?There was a bug identified previously with behaviours similar to what you’ve described - a fix for this was released from iOS SDK v15.1.4 onwards, so if you’re running anything prior to this I’d highly recommend updating the SDK version being used (ideally to our most recently released iOS SDK v.16.3.1)

How can we disable the "send us a message" in the Help Centre articles?

How can we disable the "send us a message" in the Help Centre articles? | Community

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded