Answered

In app chat installation- identity verification

Forum|Forum|6 months ago
May 28, 2025
3 replies
117 views

Mor Cohen
New Participant

Hello,

I’m trying to install the in app chat to my SaaS product.

We send both email and user id, but the user id is the only thing intercom is taking.

Here’s the initiation code:

window.Intercom?.('boot', { api_base: 'https://api-iam.intercom.io', app_id: 'lv2etfg0', name: email, email, user_id: userId user_hash: intercomIdentityVerification?.userIdHash });

Ideally I would like to get also the email address, since just the user id doesn’t help me recognize who is the user.

Please assist!

Best answer by Mor Cohen

Thanks for your answer.

At the end the issue was that I didn’t allow customers to edit the field of “email” and this is why it didn’t work.

I changed it and now it gets the email properly.

Thanks!

+7

Jacques Reynolds
Intercom Team
Forum|Forum|6 months ago
May 29, 2025

Hey @Mor Cohen 👋 Jacques here from Intercom Support. I hope all is well today!

You aren’t passing the email property correctly. You’d need to pass this data as key value pairs. Change your code to below:

window.Intercom?.('boot', { api_base: 'https://api-iam.intercom.io', app_id: 'lv2etfg0', name: name, email: email, user_id: userId, user_hash: intercomIdentityVerification?.userIdHash });

You can pass the email value alongside the email key and it should get picked up!

Hope this helps :)

Jacques Reynolds