Be able to reset "seen"

  • 13 July 2023
  • 2 replies

Sometimes I need to log into a user’s account to debug an issue. When I do that, it marks all messages sent to them as “seen”, since the messages pop up on the screen immediately. This is an issue because then when they log into the app, they won’t notice that they have a new message. It seems like it would be better if a message gets marked as seen when the user opens the messenger and goes to that conversation. Is there a way to change this behavior so I’m not accidentally marking my users’ messages as seen for them? Thanks!


Best answer by Racheal 18 July 2023, 03:52

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Userlevel 4

Hey @Lucas Barnes Racheal from the support engineer team here👋 


We have a similar workflow in our own support team and we handle it by booting the Messenger conditionally. So your team will need to write a script to detect that a teammate is logged in and not a customer, then they can shutdown the Messenger using the Intercom(‘shutdown’); method. For example:


if (user is teammate) {



else {



Ah, that makes sense. Thanks!