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 authenticated
window.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 once the user has been authenticated.
According to the API documentation the widget should fetch messages after an update to the user info.
It looks like we are running into the same issue as described here: https://community.intercom.com/welcome-party-30/conversations-are-not-refetched-after-user-is-updated-9338
The only difference is, that we are authenticating the user via JWT.
Is this a known issue that is being addressed?
Is there a workaround to force the Intercom widget to refresh the conversation history after a user has been authenticated?
Thanks for your help