Messenger

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

  • 351 Topics
  • 964 Replies

351 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
16 days ago
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Nicole WoodringNew Participant
asked in Messenger

CSAT options

Hello, I am looking to change the options of the CSAT ratings.  Specifically, the current CSAT options gives the visitor 5 faces to choose from when rating how their service was.  Is there a way to choose just a ‘Thumbs Up’ and a ‘Thumbs Down’ option when asking the visitor to rate the messenger conversation?Thanks!!

2
P
20 hours ago
C
cnguyenNew Participant
asked in Messenger

Return unread conversation not true in Android

I have a trouble when using addUnreadConversationCountListener in Android platform. It is not returning the same value inside Intercom home screen.I have created a new chat conversation automation workflow, then i back to previous screen → a unread message coming but the number of unread conversation is not increasing.

2
Diana Tripac
20 hours ago
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ēllu teamNew Participant
asked in Messenger

Why am I seeing Messenger launcher in Spanish if my phone and app is set in English?

Hello!I have my phone and therefore my app set in English. However, when I open the Messenger Launcher I can see the content in Spanish (our default language). Checked our Messenger and omnichannel settings for Mobile SDK and I am not given many options to configure languages based on rules. How can make the Messenger Launcher display in the right language based on app´s preferences?Thank you!  

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Ē
20 hours ago
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Greg HNew Participant
asked in Messenger

Is there a way to adjust the position of the messenger on mobile devices?

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?

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petergray
9 days ago
R
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?

1
Larissa Alberti
9 days ago
S
Shanif
asked in Messenger

Is it possible to open the messenger after a user clicks a button, but have a specific article from the help center already loaded in?

I would like to have the ability to have a few simple question mark icons available on my site, when clicked, they would load specific articles from our help center within the messenger window. The goal is to deep link specific articles in the messenger. I've seen other chat bots provide this functionality but haven't found a way to do this with Intercom (happy to use the JavaScript API if needed). Thanks!

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9 days ago
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Ashley C12New Participant
asked in Messenger

Is it possible to delete or hide old messages sent to customers in their message center?

When we were first setting up Intercom we had 2 people testing out features such as sending a welcome message to all customers and someone else testing the message feature by sending a test message to all customers. Now, when a customer opens the intercom message center they see a bunch of fake messages or old welcome messages, and they don't go away. This is on EVERY customer and I didn't realize it until I took over intercom.  What if our customers use Intercom a lot? Will they just have a loooong list of conversations here?  

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G
12 days ago
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User718
asked in Messenger

Unable to send messages via the intercom messenger on Shopify store.

The messenger application loads and sometimes it doesn't. After loading, if I try send a message it fails and loads back the intercom home screen and is unable to open the past chats.  Saw that the POST conversation API is getting a 404 error. Please do help as this is happening in my production shopify store.

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Z
14 days ago
M
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).

1
Nathan Sudds
Super User
30 days ago
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SeongHoon RyuNew Participant
asked in Messenger

Unnecessary wrapping of the welcome message due to scrollbar in Messenger

In Messenger setting page.  In production. I want to show a two line welcome message. In settings page, it seems great. But, in production, it show me unnecessary scrollbar and it make unnecessary word break.  I wonder if this is intentional or a bug and would love to see it fixed. If it is intentional, it would be nice to have the option to make the scrollbar thinner, or to adjust the font size of the welcome message.  안녕하세요 👋도움이 필요하신가요?

3
Jacob Cox
1 month ago
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Shani CohenNew Participant
asked in Messenger

How to trigger push message by a button click?

I want to send an auto message to the user after he clicks on the “get help” button.I didn't find a way to trigger a custom event like a button click.thank you

5
Larissa Alberti
1 month ago
L
LennardNew Participant
asked in Messenger

Any way to let customers close conversations on their own?

Hello there,We’re quite new to Intercom and offer technical support for our users.In some cases, users don’t need any further help and simply don’t reply on conversations anymore. Is there a way besides setting up specific rules or bots to give users the opportunity to close conversations within the messenger / conversation-overview?Thanks in advance!

1
Joseph S.
1 month ago
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VictoriaNew Participant
asked in Messenger

Flutter unread message stream returns null

Hello, I noticed that sometimes getUnreadStream return null even have unread message. Is it possible to solve this?

1
Eden
1 month ago
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Sarka ValkovaNew Participant
asked in Messenger

Content showcase App: How to add COVER IMAGE URL

I am struggling to figure it out how to upload Image to Content Showcase App. https://prnt.sc/DHD5PXVy1ntvI do not see any intercom asset library where I can add my image and then upload it as a link. Any solution? :) thanks a lot.

1
Shauna
1 month ago
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Sarah WuNew Participant
posted in Messenger

Users unable to close messenger chat

We have Intercom installed in our web-based app but lately 20% of our users are experiencing issues with being unable to close the chat - there is no 'x' or down arrow appearing in their window. Even if it shows the down arrow, clicking it will not close the chat. The only way to get it working again is by refreshing the page.Has anyone else encountered this problem and found a permanent fix?

2
S
1 month ago
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bourhaoutaNew Participant
asked in Messenger

Intercom Error: 'Uncaught TypeError: Cannot read properties of null (reading 'document')'

I’m getting an error for identified users with `user_hash`, using the javascript APIThe Intercom.booted is true, but I can’t show it even with Intercom(‘show’) from the console, other events like shutdown throws this error which breaks other parts of our code is this a known issue? or is there a debug mode or something that can help me figure out the cause of the issue, it used to work just fine and it works perfectly for visitors 

2
B
1 month ago
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Jonathan LuNew Participant
asked in Messenger

Browser Tab not showing the "Operator says..." behavior when receiving a new message for custom chat launcher

I am using a custom chat launcher in my web application. I noticed that the default launcher provided by Intercom flashed the “Operator says...” in the browser tab whenever there is a new unread message. After switching over to the our custom chat launcher, that behavior does not occur anymore. Is this feature only available to work on the default launcher or is there a way to get it to work with the custom launcher.For more context, I am using the Intercom('onUnreadCountChange') function to update the badging on my custom launcher. Thanks

1
C
1 month ago
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Inter C12New Participant
asked in Messenger

How do I install the Messenger within a Chrome extension?

Can I install the Intercom Messenger within a Chrome extension?

5
Eric Fitz
1 month ago
D
doig-mmConnector
asked in Messenger

How to customise the "Talk to a person" button

Is there a setting where we can customise the "Talk to a person" button?Or add a message after this button appears?[also asked on this thread]

3
Jennifer K
1 month ago
T
Team SwipeNew Participant
asked in Messenger

Is there anyway we can change the way intercom opens?

Hello Intercom Community, We recently started using Intercom for our company Swipe. Can we change the location of the icon and its appearance? Thanks in advanceTeam Swipe

2
T
1 month ago
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SelvamNew Participant
asked in Messenger

Incorrect Teammate Avatars Displayed in Intercom Messenger

Hi,I'm facing an issue with the teammate avatars in the Intercom messenger.Scenario: We have multiple chatbots for different domains, each managed by different teams with their respective teammates. However, I've noticed that the teammate avatars displayed in the Intercom messenger for my domains are not matching the correct team members. It seems to be picking avatars randomly, and I'm unable to identify the logic behind it.As this creates confusion for our users, I would like to understand how the teammate avatars are being selected and displayed in the messenger. Is there a way to ensure that the correct avatars are shown based on the respective teams and chatbots?Your prompt assistance in resolving this matter is highly appreciated.

2
S
1 month ago
A
albertngNew Participant
asked in Messenger

How do I keep a User in the same message forever with a specific Admin?

Currently, the Intercom messenger sorts the messages by thread. After a period of inactivity, the conversation would auto-close, and any new interaction would start a new conversation or thread.Is it possible to keep the current conversation “open” forever, even when the user abandons a workflow or closes the messenger? (Similar to the experience on a whatsapp or FB messenger, conversations are threaded by Recipient)We want it to be easy for our Users (and Visitors) to refer back to their chat history, without having to search multiple chats.Thanks!

1
Jacob Cox
1 month ago
P
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?

2
P
2 months ago
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Hayder JeburNew Participant
asked in Messenger

Identity Verification for web

Hello there,I want to enable identity verification  for a web application my questions are:1-After generating a hash on a server-side, is there a secure way you suggest to send that hash to a client-side? Also, Is it fine JavaScript access to the hash in the client-side?2- How would I test identity verification in DEV environment before implement it in PROD?Thank you!!

2
E
2 months ago
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