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Messenger

Intercom's fully customizable Messenger, providing customers with in-context engagement.

  • 411 Topics
  • 1,118 Replies
411 Topics
Christine Z
Christine ZEmployee
posted in Messenger
Feedback Needed! Customizing the Start Conversation Button in the Messenger

Hi everyone 👋 Soon you’ll be able to change the phrase used in the start conversation button on the Messenger Home screen via a drop down of options. We’d love to get your feedback on if these choices resonate and if you have suggestions you’d like to add. Right now we’re considering Send us a message, Ask a question, Chat with us, Talk to us, Contact us, and Start a conversation.    Just let me know in a comment below! PS - this first iteration won’t support a free text input, just a selection of pre-canned options.  Thanks, Christine 

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Christine Z
11 months ago
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Thahmina IslamNew Participant
asked in Messenger
Is there any way to add other labels on the Away tab?

Hi there, is there any other way to add different labels on the Away tab?  

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3 days ago
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AndroidClear2452New Participant
asked in Messenger
App crashing when user is uploading a photo from gallery.

Both Pixel and Samsung devices running Android 14 and Intercom version 15.10.2  is crashing when a user uploading an image from their gallery. java.lang.NoSuchMethodError: No static method HorizontalPager-xYaah8o(Landroidx/compose/foundation/pager/PagerState;Landroidx/compose/ui/Modifier;Landroidx/compose/foundation/layout/PaddingValues;Landroidx/compose/foundation/pager/PageSize;IFLandroidx/compose/ui/Alignment$Vertical;Landroidx/compose/foundation/gestures/snapping/SnapFlingBehavior;ZZLkotlin/jvm/functions/Function1;Landroidx/compose/ui/input/nestedscroll/NestedScrollConnection;Lkotlin/jvm/functions/Function4;Landroidx/compose/runtime/Composer;III)V in class Landroidx/compose/foundation/pager/PagerKt; or its super classes (declaration of 'androidx.compose.foundation.pager.PagerKt' appears in /data/app/~~5oQf0q09nhBxwSb5oyFQEQ==/com.thecut.mobile.android.thecut.development-nGGPu-u6faKf_lbwt0ub3w==/base.apk)at io.intercom.android.sdk.ui.preview.ui.PreviewRootScreenKt$PreviewRootScreen$

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A
5 days ago
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Nicholas MillardNew Participant
asked in Messenger
Intercom chat "Couldn't send" error when any user tries to upload or paste an image

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.  

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9 days ago
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Tom LarsenNew Participant
asked in Messenger
Intercom("showArticle") doesn't show article, possible race condition

 I’m using `Intercom(“showArticle”, articleId)` to show article content inside the Intercom widget. Under certain circumstances, after calling `Intercom(‘showArticle’,  articleId)`, instead of seeing the expected article, I instead get a “broken” version of the home screen. In particular, The bottom navigation tabs are missing The help article links are inactive (clicking them does nothing) My best theory so far is that there’s a race condition in the widget between loading the home screen content and the article content. My evidence to support this theory isThe “broken” home state opens in the article frame (wide container, no navigation tabs) This state only (or exceedingly often) happens when calling `showArticle` before the messenger has been opened during the session. In that case, I believe `showArticle` is first loading/rendering the homescreen, increasing the likelihood of a race condition.  I can eliminate the bug by changing my article link onclick to `Intercom('show'); setTi

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mateusz.leszkiewicz
10 days ago
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James K12New Participant
asked in Messenger
Can I limit the number of conversations a user has open in a Mobile app?

We use Intercom in one of our apps to allow users to contact our Operations team. We currently have an issue where users open multiple conversations with the Operations team and the Operations team then need to try and follow multiple threads in order to resolve issues. This adds extra work for the operations team and delays the resolution of issues. Is there a way of limiting the number of conversations a single user can have open at one time to one?

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11 days ago
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ColleenNew Participant
asked in Messenger
Accessibility Issues - Screen Readers - Color/Contrast

We were told that Intercom was accessible for screen readers, but in testing them, we are getting errors. In addition, the colors Intercom sets for hover states and some of the text do not have the appropriate color/contrast, and I don't know how to force those colors. there are only two colors I can change in the Intercom settings, but there are many more color combinations that need to be fixed. I tried by doing it in CSS, but the edits are not sticking. We are going live in a few days with a new site and this is throwing a wrench into everything. Help!!

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mateusz.leszkiewicz
16 days ago
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rajNew Participant
asked in Messenger
Posts appear to be burried under messages, not automatically popping up

When I post something it used to show up automatically to the users. Now i see that it is getting queued up as messages and the user need to go to the message queue and click on that new message for the post to show up on the portal. Is this something changed in intercom, that changed its behavior? our portal users do not click on messages that often and am afraid they will miss the posts we publish for them. Did someone else see this behavior?

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17 days ago
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devrNew Participant
asked in Messenger
When App is closed and push notification is clicked,intercom is not working

intercom is not working after i open the app through the intercom notification in ios.please let us know anyone have solve these issueeeeee…… 😐😐i am currently using the intercom version :- 17.1.1 

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Jacques Reynolds
1 month ago
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Alex Diacre UpstartNew Participant
asked in Messenger
Launch Messenger from URL for mobile

Has anyone done this and have a reference to use as a starting point? We want to launch messenger from a URL for our field employees so they can have easy access to a mobile app so they can start conversations and file tickets.The current way isLog in to our app (which is not mobile optimized) Find the launcher widget/buble Open Messenger - it opens full screen on mobile which is really niceI’d love to just have a link / bookmark that launches Messenger in a fullscreen mobile

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mateusz.leszkiewicz
1 month ago
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Tom FranklinNew Participant
asked in Messenger
Facebook Messenger Ads and Intercom

I am looking at integrating our intercom account with Facebook so we can run Messenger ads and our sales agents can respond in real time. I am wondering if there is a way to filter the messages so only the Messenger ad messages are sent to intercom?Thanks,Tom

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mateusz.leszkiewicz
1 month ago
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Phil PNew Participant
asked in Messenger
Identity verification for web fails for new users only

I set up identity verification for web about a year ago and it has been working fine until recently when I noticed that for new users the initial ping request fails with the following error:{ "type": "error.list", "request_id": "00008k...", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]}My application sends email address only and generates a user_hash HMAC against the email only. I have verified that the new users are sending the correct email and user_hash HMAC using the hash checker tool in the admin web console. What’s odd is that older users pass validation and the ping request succeeds while newer users fail (same code path). I’ve compared the request/response for successful and failing users and I don’t see any difference. I’ve also tried a variety of new email addresses in case there is some email validation I’m unaware of but all new user emails consistently fail. Has anyone else experienced this?

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1 month ago
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DaviNew Participant
asked in Messenger
Messenger cookies problem. User data being exchanged

Guys, we have the following problem in the chat integration: We are a SaaS e-commerce platform, so we want to use chat for non-logged-in users (leads) and users logged into your store dashboard (users). For logged in users we are sending the account data to Intercom (email, telephone, name, company name). The problem is a cookie that intercom stores in the user's browser and is stored for a few days. We have merchants with more than one account on our platform and when they enter both accounts the data is exchanged within the intercom. The name of account A goes to account B, in the company of account A a user is created with the data of company B. How can we solve this problem?

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1 month ago
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MonNew Participant
asked in Messenger
TypeError: Cannot read properties of undefined (reading 'readAt')

We’re encountering a TypeError in the Intercom script at https://js.intercomcdn.com, specifically:TypeError: Cannot read properties of undefined (reading 'readAt') This issue affects some users intermittently. Can you please investigate or advise on a fix?

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Jacques Reynolds
1 month ago
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Roshan GhojoghiNew Participant
asked in Messenger
Issue with Svelte-kit and Intercom messenger

Hello Intercom Team,I’m facing an issue with loading the Intercom messenger in my SvelteKit web app. Sometimes, the messenger in both the local environment and the deployed environment gives an error and it does not showing up, also in firefox it does not work at all: Uncaught TypeError: Cannot read properties of undefined (reading 'parentNode') at s (index.YkDx8vIC.js:2:4217)layout.svelte: (run only in client side) <script lang="ts"> import '../app.css'; import '../fonts.css'; import { Toaster } from '$lib/components/ui/sonner'; import { onMount } from 'svelte'; import { browser } from '$app/environment'; onMount(async () => { if (browser) { const { Intercom } = await import('@intercom/messenger-js-sdk'); Intercom({ app_id: 'XXXX' }); } });</script>Additionally, I tested it in a normal server-client setup, and it also gives the same error.How can I fix the issue?

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1 month ago
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Liam McGradyNew Participant
asked in Messenger
Prevent workflow message from sending multiple times

I’ve set up a workflow to send an automated message to users when they use keywords related to pricing. I only want the message to send one time in the conversation. If the user responds then the price message is sent again. How can I change this?

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bernice
1 month ago
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Lisa CowgillNew Participant
asked in Messenger
How do I stop an inline banner hiding the article title when opened in the Messenger?

When an article is opened in the Messenger and there is an inline banner at the top of the browser, the banner partially hides the article title (see attached image). How can I stop this from happening? ing?

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1 month ago
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Martin PugeNew Participant
asked in Messenger
Intercom messenger: Is it possible to check if the widget is already booted?

I’m currently integrating the intercom messenger widget in a SPA written with React (tsx files).The application is currently executing window.intercom(“boot”, window.intercomSettings) whenever url changes.Is there some clever way to check if the messenger widget is already booted as I don’t want to reboot the intercom widget every time a user navigates around in my application but instead call window.intercom(“update”, window.intercomSettings).

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A
2 months ago
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Mael PELHATENew Participant
asked in Messenger
Modify bot message for question with no answer

Hello everybody, Where I can modify the automatic message of a bot that say (in french) : "Sorry, as a bot I can't find an answer to this question." Many thanks,

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mateusz.leszkiewicz
2 months ago
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Sam WalkerNew Participant
asked in Messenger
Intercom2 not a function error with messenger sdk

EDIT: I’m silly and missed the most obvious thing. Turns out the import is different for Remix apps.import should be this:import {Intercom} from '@intercom/messenger-js-sdk';I’m embedding the an Intercom messenger onto a Remix (react) app. Just following along with the installation instructions it states that I should place this snippet in the client side code of the Component. I’ve done this so far, the snippet looking like this:import Intercom from '@intercom/messenger-js-sdk'; export default function Home() {        Intercom({            app_id: 'app-id-here',            user_id: …,            name: …,            email: …,            created_at: …        });         return(        <h1>Test Component</h1>    )}However, when this component is rendered on the page, it causes this error to be thrown:TypeError: Intercom2 is not a functionI cant seem to find a reason for this besides something from the Intercom function not working correctlyAny advice would be helpful. Thank y

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mateusz.leszkiewicz
2 months ago
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User2097New Participant
asked in Messenger
Is there a way to disable the user-side preview of new messages in the Messenger?

Hello! Hope you're all doing great. As stated above, my question is: is there a way to disable the Messenger showing a preview of new messages in a small, borderless box? I'd like to stick only to the red bubble that indicates a new message and nothing else, if possible. Thanks!

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2 months ago
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sheeshwhoNew Participant
asked in Messenger
Send requests for conversation ratings over email when conversation is generated via API

Hi! We have a custom app/API-driven flow where customers chat with us over Slack/Teams and where our agents respond to them over Intercom. When our agents have completed a ticket, we’d like to request the customer to rate the conversation over email.Is this possible?

1
bernice
2 months ago
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sanhthuNew Participant
asked in Messenger
Accessibility Issues: Custom Description of Launcher switch?

HelloWe are currently working on making our website accessible and defining it according to WCAG standards, we are aiming for the AA standard.We use Intercom on our website and only the Fin chatbot function. We have the following problem there.The screen readers read out ‘Open Intercom message service’ or ‘Close Intercom message service’ in the launcher, i.e. the attribute is stored. The responsible certification organisation has now informed us that this is not self-explanatory enough. Is there a way to adapt this text to our needs? We would like to store something like ‘Open chatbot’ / ‘Close chatbot’ so that it is really clear what is behind the switch. Any help is greatly appreciated!Thank you!S. 

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2 months ago
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Jon A12Connector
asked in Messenger
suggested articles - can i pin certain articles based on the page i'm no in my platform? Also, can i pin videos too?

suggested articles - can i pin certain articles based on the page i'm no in my platform? Also, can i pin videos too?

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2 months ago
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rajabdeenActive User
asked in Messenger
How to increase timeout value?

When i call submit webhook url, it takes time for good reasons (It does some other API calls), i get following error. How to increase the timeout value of the submit webhook? {"support_url":null,"error_code":"third_party_server_timeout","message":"Third party server timed out when making request"}

6
D
3 months ago
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