Messenger

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

Hello. I can see that you’ve updated the Intercom mobile app, but unfortunately the experience has become noticeably worse.The most frustrating change is that the message input field now only displays a single line while typing. This makes it extremely difficult to review, edit, and proofread longer messages before sending them. For support teams that spend all day communicating with customers, this significantly impacts usability and efficiency.Honestly, this feels like a step backward and goes against basic UI/UX principles. A text input area should expand as users type, especially in a professional communication tool.Please consider bringing back the previous behavior. The old version was much more practical and user-friendly.

When did Intercom disable the functionality for viewing past conversations for the end users?It is a HUGE downgrade for us and for our customers. We depend on them being able to view the previous conversations.

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

When you try to create an audio recording on an iPhone X using Intercom React Native 9.8.1, the buttons to submit the recording disappears.

The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

Hello,We’re experiencing an issue when using showNewMessage with a pre-populated message.After the page and the Intercom widget are initialized, we call showNewMessage. However, if the chat widget has been opened and then closed beforehand, the chat opens without the pre-populated message. In contrast, if the widget has not been opened prior to calling showNewMessage, the message is correctly pre-filled and everything works as expected. Could you please help investigate whether this is a known issue and if there is a recommended workaround or planned fix? Thank you for your support!

It appears that the Apple icon on users’ messages has now been switched to a phone symbol; Android remains the same. Is this a glitch or a permanent change? Just checking, as the Apple symbol was helpful in quickly recognizing the OS of our users. 

Hi, Presuming this is not possible but it doesn’t hurt to ask! We currently have 2 separate websites set up with the same messenger brand, same workflows etc. However, in the near future, we need to change the messenger brand on site A. Once this is done, it means any conversations started on the Site A messenger will not be visible if the customer clicks on to site B mid-converstion, and vice versa. Does anyone know of any way around this? We want the actual messenger experience to be seamless, it’s just the branding that needs to be different.

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

Hi there — I’m wondering if anyone can share best practices for setting expectations in the Messenger that customers are not always in a real-time live chat with a support agent. As many of you probably experience, our agents often help multiple customers at once or may be briefly unavailable. However, some customers assume it’s a live chat and will send repeated messages asking if we’re there if we don’t respond right away. I imagine there must be a good way to set expectations through automated messages or Messenger settings, but I’m not sure where to start. Any suggestions would be greatly appreciated!

Hi intercom supporters,We’re facing an UI issue related to the send button in the chat window. This only happens on iOS 26, and does not not happen on iOS versions below 26. You guys can take a look on the attaching image below. we’re using "@intercom/intercom-react-native": "^8.7.0", we also have tried upgrading to the latest version which is 9.4.0 but it’s not working, the issue is still there.Please help us take a look on this issue and let us know if we can provide you further information. Thank you so much.  

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

Hello all, On behalf of the Access LMS Support team, it would be beneficial to have the following file formats enabled to be used in Attachments on the Intercom Chat window:.mpg, .webm, .webp, .tiff, .docx, .txt, .rtf, .pptx, .ppt This is to ensure our clients will be able to share materials that demonstrate a specific area of the system, in order to facilitate a better and faster service to them.Thank you all in advance!

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.

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?

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 explicitly, I don’t know that t

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,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 to load the conversations is done exactly once, after opening the Intercom widget for the first time, and is not repeated