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Messenger

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

  • 440 Topics
  • 1,199 Replies
440 Topics
Christine Z
Employee
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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PaulTaylor
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Ulisses TestNew Participant
asked in Messenger
Inbound Phone Calls on Messenger

Hi everyone, Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number? I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access. Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:” Any help? Or am I asking for features that don’t exist?

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Shaq Payne
Intercom Team
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ibrahim123New Participant
asked in Messenger
After identifying user, his previous messages doesn't show up.

We use intercom messenger in our vue app. In out general components(App.vue) in initializing intercom as Intercom({ app_id: process.env.INTERCOM_APP_ID }) then after getting user info from backend i call: boot({ app_id: process.env.INTERCOM_APP_ID, user_id: user.id, name: user.name, }). And finally if user log out i call: shutdown() boot({ app_id: process.env.INTERCOM_APP_ID }) Script works but when user opens messages in tab after logout and then log in, it see his username and everything except for his messages. It doesn’t showing. But if open widget only after log in in shows because i see spinner so there going fetch for messages. If user reload page also works. Problem appears after log out and log in

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Paul D
Intercom Team
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Anthony Miller 2New Participant
asked in Messenger
do you restrict file uploads?

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads? This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots. Thanks in advance.

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Paul Byrne
Intercom Team
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Rob B11New Participant
asked in Messenger
Does Intercom have a desktop app?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone. The browser version is really hit and miss for giving notifications and I keep missing customers. I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac? Thanks in advance for any help! Rob

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Anouck LAMBERTNew Participant
posted in Messenger
Rules to trigger the News tab in Messenger

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C.

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Amin AzimiNew Participant
asked in Messenger
Something's gone wrong (Next JS)

Hello there. I recently added the Intercom SDK to my Next JS web app. The problem is that when a user is not authenticated and opens the chat and then tries to log in. After logging in, they will receive the attached screenshot error when they try to open a new chat or read the old chat. I added logs to the useEffect and correctly sent user data to the Intercom as options. After reloading the page, it works properly. And I have to mention that if I don’t open the chat before logging in and try to log in, it works well. The problem occurs exactly when I open the chat, for example, on the Login page, and then attempt to log in. Here is my Intercom provider, which wrapped `_app.js`: import Intercom, { shutdown } from '@intercom/messenger-js-sdk';import { InitType } from '@intercom/messenger-js-sdk/dist/types';import { isEmpty } from 'lodash';import { ReactNode, useEffect, useMemo } from 'react';import { useSelector } from 'react-redux'; import { selectBusiness, selectUser } from 'features

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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 advance Team Swipe

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Maya Musk
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Custom Your CharmsNew Participant
asked in Messenger
Messenger icon doesn't show in ios safari

hi all, I have implemented intercom into my website, issue is intercom icon or messenger icon doesn’t show if my user uses ios/safari. They report that some of devices is working but most of them doesn’t show so it’s not stable at all for my business.I dont know what I do wrong here.I try to reach out intercom support but it’s bad they just like blaming back to me something like this I think intercom must work for mostly case (I know except for pretty old devices and os). Thank you

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Nathan Sudds
Top Expert ✨
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Ron DulNew Participant
asked in Messenger
How to have clickable phone number in message

Is it possible have insert a “clickable” phone number into a messenger message, so a user on a mobile device can tap the message and call? E.g.When a query cannot be solved by a customer service agent via the chat, the customer service agent may say “Please call us” and insert the phone number into the message. The user, on their phone, would then tap the phone number. In HTML it would look like this: <a href="tel:6031112298"></a> The phone number above should be “clickable” Many thanks.

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Hasan KNew Participant
asked in Messenger
Disable pop-up on reply?

If a user has closed the Messenger pane, I don't want to show it when they receive a reply. I'd like it to show a notification bubble on the launcher and show the pane only when they click on it. I'm unable to find this option in any of the settings.

2238
PaulTaylor
L
lifanActive User
asked in Messenger
Message sent from Intercom shows up differently in Messenger

Hi, when we reply messages from Intercom, all the new lines were removed when it shows up in Messenger. Here is the message we sent: However, here is what it shows up in Messenger: You can see the new lines and numbers are removed. Anybody knows why?

141
Jacques Reynolds
Intercom Team
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twalk2New Participant
asked in Messenger
React Native Broken Images and Articles

React-native: 0.73.6 intercom-react-native: 7.2.1In the messenger we have images that are not displaying and when clicking on an article it will navigate to a blank modal. Any suggestions? missing images display question mark

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mateusz.leszkiewicz
Intercom Team
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Yusuf CelenliNew Participant
asked in Messenger
How to make a "chat now" button on Shopify activate Intercom?

Hey all. We use Shopify + Intercom. We currently already have Intercom integrated and working. We are looking to achieve a simple thing and seem to be getting nowhere. How/where in Shopify do we go to make it so that we can code a button to activate the Intercom messenger to open up? Most websites have buttons like “Chat Now” that would activate their chat widget.

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Elisa Lo IaconoNew Participant
posted in Messenger
pop up message to explain the meaning of each emoji.

I recently created a post (no reply - only ability to react) with emoji reactions. Emojis can be interpreted differently; for example, a thinking face might convey curiosity, interest but also concerns, or doubts.Two hands together in prayer could be interpreted as “pray” but also “please”. Could we implement a small popup message when hovering over emojis to briefly describe what each reaction represents? This way, we’ll ensure that everyone is clear on what each emoji represents and in turn, the data collected (and the reports we obtained) will be more meaningful. Just an idea to see what the community thinks about this?

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mateusz.leszkiewicz
Intercom Team
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mobiusnobanNew Participant
asked in Messenger
I want to integrate a chat interface with Intercom into our project. But ...

Hello, experts in IntercomI want to integrate a chat interface like above with Intercom into our project. But I can’t find solution without integrating chat box into this website.For implementing this chat app with intercom, how to set in Intercom account?Thanks

411
ryan.parker
Intercom Team
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Roland PakNew Participant
asked in Messenger
How to integrate multi-domain into one intercom workspace?

I have 3 projects and 3 domains for each one.I want to integrate these into a single intercom workspace.But thr problem is that when I visit one of my 3 websites, click the intercom button, type some text and click the sending button, the message is displayed not only in the current websites but also displayed in other 2 websites.This is a critical issue for me.I have tried session_id, and other things but it doesn’t work.I’ve developed my sites by using Next.js.How can I handle this?

641
Diogo Silva
Innovator ✨
A
AndyZNew Participant
asked in Messenger
Messager Reply buttons: Get more help

How can I disable or hide the “Get more Help” button?

261
Jacques Reynolds
Intercom Team
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Phuong HUYNHNew Participant
asked in Messenger
Issues with the Intercom Messenger in Vietnam

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https:// [your app ID] .intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom. If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help! Kind regards, Phuong

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thepgbNew Participant
asked in Messenger
Open new chat directly from app without Intercom landing page

Hi, We have a set of common customer support issues in our profile section and on click we would like to launch Intercom and open a new chat with an agent/bot and bypass the Intercom first page showing Inbox, Send Message, etc. We have one engineer who isn’t very experienced with the tool looking at the issue and he thinks it’s not possible. But to me that feels like a basic piece of customisation a customer might require. Any advice is greatly appreciated.

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Ida JNew Participant
asked in Messenger
Email Signatures

Hey, I am curious to know how other companies handle email management. Currently, we are using a third-party app to manage our emails and use intercom for live chats. However, ideally we would want to migrate email support into intercom so that we can save some money. The problem we are facing is that we have multiple inboxes with different signatures for each one. For example, one inbox has a generic signature without specifying agent names, but other inboxes require agent names to be visible. Is this even possible? We’re happy to change our procedures quite a bit to make this work, but email signatures is non negotiable.

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Roland PakNew Participant
asked in Messenger
How to make the intercom draggable?

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it?

631
Emilygav
Intercom Team
A
Alexandre HutsulyakNew Participant
asked in Messenger
Issue with Android and IOS styles using @capacitor-community/intercom

Currently on our company we are trying to implement the intercom messenger on our Ionic Capacitor Angular project, so for that we are using the @capacitor-community/intercom plugin. Issues After clicking on the intercom messenger the wrong styles are being applied for android and ios. Questions Can it be some configuration missing inside intercom dashboard ? Can the plugin be out of date ? Is there an way of fixing this ? Inside our intercom dashboard we have styles for web messenger and for our apps and for some reason in our app projects it keeps going for the web default styles. Notes When creating the styles we ensured that we are using the correct package name (com.companyname.appname) this is what we have inside capacitor config file and config.xml The unexpected behaviour screenshot is what we currently see (web styles). The expected behaviour screenshot is what we want to have (mobile sdk styles). Keys where checked already and ensured that the right ones are being used. Unexpe

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Emilygav
Intercom Team
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User1172New Participant
asked in Messenger
Forcing agents to apply tags before closing conversations

Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

4158
Makayla Paasch
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JordaneNew Participant
asked in Messenger
[Issue] New conversation always shows last workflow

Hello, We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings

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