Messenger

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

  • 387 Topics
  • 1,053 Replies

387 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
6 months ago
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AlexisMNew Participant
asked in Messenger

Android unreadConversationCountListener not working after a login

Hello,I’m implementing your SDK on an Android app and I’m facing an issue regarding the unreadConversationCountListener method.After a login, if my user doesn’t have any unread message and I send him a new one from the admin dashboard, the listener receive nothing.For it to work, I need to close and reopen the app but if I logout and login again, the same issue appear.If there is already a message unread when I login, the listener is working and directly send me the correct amount.I tried to move the listener in different places, before the login, after it, at the creation of the app, … but nothing change.I didn’t found directly this issue because it appears only after my pipeline build the app and send it to my Firebase App Distribution.I thought that was because of proguard but I put the rules found in your documentation.Let me know if you need more informations.Thank you

1
aykut.aydin
1 day ago
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Yuval BitonNew Participant
asked in Messenger

Reopen closed tickets limitations

Dear Community,I would like to inquire if it's possible to adjust our system settings to allow clients to reopen a closed conversation within a six-hour window. Currently, the system permits reopening only with day-long intervals, which is too prolonged for our needs. Post the six-hour period, clients should be required to initiate a new conversation to address distinct issues, ensuring each matter is appropriately tracked.Thank you for your assistance!Best regards,Yuval.

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1 day ago
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Boris RalicNew Participant
asked in Messenger

Help desk for Multiple products

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

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2 days ago
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Portal SupportNew Participant
asked in Messenger

How to implement CSP with Intercom?

We need to add a Content Security Policy to our application that adheres to the following requirements:include a 'default-src' directive to act as a fallback for other resource types when their policy definitions are absent set explicit CSP 'script-src' and 'style-src' directives, without the use of wildcard domains not utilize any 'unsafe'- prefixed directives.Reading through this article in Intercom Help, i think point#2 above can be addressed (but please confirm), and also advise if points #1 and #3 can work with Intercom (e.g. can we avoid using the 'unsafe-inline'?)

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Jacob Cox
4 days ago
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IbroNew Participant
asked in Messenger

forward email

Is there a method for forwarding an email from Outlook to Intercom? Despite my attempts and following the FAQ, I have not been successful

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Jacob Cox
5 days ago
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FazalNew Participant
asked in Messenger

Need Help with Adding Bottom and Side Space in Messenger

Hi everyone, I've been tinkering with the messenger settings, specifically trying to add some space at the bottom and sides, but I've hit a bit of a roadblock. I've tried fiddling with the code and exploring the Intercom web settings, but so far, no luck.Interestingly, I've managed to switch the messenger's side from left to right and vice versa successfully, both through code and the web settings. However, adding space seems to be a bit trickier.Just to give you a bit of context, I'm working with the react-use-intercom package.Any insights or guidance on how to achieve this would be greatly appreciated!Thanks in advance for your help.

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Larissa
15 days ago
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Kieran WittNew Participant
asked in Messenger

Issues triggering workflows in an SPA using GTM

I have intercom messenger installed in my SPA using GTM. In various places in the product I have buttons with the key value pair data-testid="get-help". The issue I’m having is that when the site loads one button with the above data-testid is visible and clicking it triggers the messenger as required. See first image below, help button on the left triggers a workflow in the messenger (all fake data btw). I then have the following, which shows when a user clicks a different button and in this space we have another help button (see top left of the green space). This button again has data-testid="get-help" and operates in the exact same way as the other help button but when clicking it, it doesn’t trigger the workflow in the messenger.  I don’t understand why it’s not triggering the workflow and how to resolve this. Any help/guidance appreciated. 

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15 days ago
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Alessandro CarranoNew Participant
asked in Messenger

Manage companies from messenger

Hi, We have the messenger installed on our website and we now need to 1) create the companies available in our product 2) associated the users to each company.I know that both points are possible via the intercom API but I was wondering if these two steps can be achieved directly by passing the company_id and name (for 1) and some sort of link in the payload sent by the messenger like we do for the user_data:user_data{"email":"myemail@google.com","user_id":"github|blabla","user_hash":"d5c0534625a6ec7ad75bc5b2a9f231b1febb226ff37bde15df3e6693c0130677"}it’s probably not the most secure way but I was wondering if it’s something that can be done instead of doing all this back-end side  thank you

2
A
17 days ago
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Muhamed ZeemaNew Participant
asked in Messenger

Not possible to submit files via chat

Hey Team, so we integrated Intercom into our apps, we rely on React Native V0.72.9 and we @intercom/intercom-react-native v5.3.1and we did already select Camera, Media, Files, GIFs on the Attachements in conversations settings for our apps. but still when starting conversation we can only see Gifs and Images only. do we miss something here ? thank you

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Jacob Cox
18 days 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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J
23 days ago
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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

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mateusz.leszkiewicz
30 days ago
A
Alex Diacre UpstartNew Participant
asked in Messenger

Phone transfer during call to external #

I didn’t see a section for phone so posting here. We have a need to transfer a call to another phone number for another business unit.  Use case: call comes in call answered realize it is for other business unit who do not use Intercom need to transfer to that phone numberWe don’t see a way to do this.I can transfer a call in a workflow, before it gets to the agent.Anyone solved this?Zendesk supports this. 

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1 month ago
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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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1 month ago
Michael Nortei
Michael NorteiActive User
asked in Messenger

Unable to launch Intercom on Firefox 122.0.1 (64-bit)

Anyone experiencing this? I’m able to replicate internally after a customer brought this up. Possibly related to the last updated as they have no issues on Chrome.Verified the following:No browser extensions or plugins are being used No plugins (other than the standard present) Cleared cache/cookies Tried in Private browsing mode No errors in the browser console or network tab (ctrl + shift + i)Any info would be appreciated. Thanks!Michael

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bernice
1 month ago
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Rachel ShifflettNew Participant
asked in Messenger

Reset Canvas App to starting point

I followed the example for how to create a Messenger Canvas App, and I got it to work. The problem is that it creates a button. After pressing that button, it displays some text. I cannot figure out how to reset the program to go back to the button so that I can begin making and testing my own changes to the program. The only way I’ve been able to do it is to change browsers, but there are only so many of those. I’ve tried deleting cookies and the cache, changing the APIs, resetting the project. I’m getting desperate here.  The example code is completely changing what is on the canvas:app.post("/submit", (request, response) => {  const body = request.body;  response.send({    canvas: {      content: {        components: [          { type: "text", text: "Someone just clicked something!", style: "header", align: "center" },        ],      },    },  });});I can’t try changing anything, because nothing happens at this point.

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Jacob Cox
2 months ago
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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

1
aykut.aydin
2 months ago
Alex M16
Alex M16New Participant
asked in Messenger

Are there any plans for conversation data points to have data dependency from other data points?

In Salesforce, there are ways to create Categories and multiple sub catergories to these data points. So lets say you have two categories: Category 1 and 2.  In Category 1, you have the option to choose from X amount of options. When you choose one option, it will show specific data points to choose from in Category 2. The reason we are looking for this is to have more consistent data chosen in Intercom while also offering more data to choose from. We would love to have more specific data chosen in drop down lists but don't want to add too much to them right now as it just becomes too much to choose from.  Just curious if there's been any demand for this.

5
A
2 months ago
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User1639New Participant
asked in Messenger

Opening articles in messenger doesn't work

Hi,I’ve got a problem with opening articles in the messenger. You can test this problem on this website: https://community.intercom.com/Click on an article in the list under “search for help” The article opens, click on the back icon Click on another article in the list under “search for help” The article doesn’t open, the messenger is blank and doesn’t respondI’ve also got the same problem with opening articles with window.Intercom(“showArticle”, 12345), sometimes the messenger doesn’t open the article and is blank and doesn’t respond. I think this might be the same problem.Step 1:Step 2:Step 3:Step 4: 

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Jacob Cox
2 months ago
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Kurtis MeyerNew Participant
asked in Messenger

Spam Conversations from Messenger on Public Website

Hi All, Hoping someone can help or provide some direction as how to prevent SPAM bots starting conversations on our Intercom Messenger on our Public Website.We have the Intercom Messenger on our Public facing website (Visitors/Leads) https://freshtrack.comWhen someone starts a conversation they need to provide Name, Email and Contact Number (which they do). However, the conversation is SPAM.  The email and phone number are fake and the message is generally “How do I register?”  or most recently “Where may I find a food bank” or similar.   The phone set to USA number.The volume of these messages is increasing and we want to prevent them as it is causing issues when our marketing automation runs and the emails just bounce back. Sometimes we get replies with exactly the same original conversation message  “How do I register”, “How can I book a appointment” etc. Is there a {I’m, Human} tool for Messenger when it is public facing?  Or dose anyone have any other ideas?Thank you all in advanc

1
bernice
2 months ago
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coinedOne technologiesNew Participant
asked in Messenger

How to Open Recent Chat Instead of New Conversation in Intercom

Currently, in our android app is configured such that whenever a user clicks on the Intercom button, it initiates a new conversation.This setup, although functional, is not ideal for our users who often return to continue previous discussions. How can we modify this so that clicking the Intercom button opens the most recent conversation with that user instead of starting a new one every time.

2
Jacob Cox
2 months 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 

5
Jacob Cox
2 months ago
A
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?  

7
D
2 months ago
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Erica MNew Participant
asked in Messenger

Open messenger directly to a Collection of articles?

Hi there, I'm hoping to find a way in my web app to insert a link that could open the Messenger directly to a specific Collection of help articles. We're hoping to draw attention to a category of resources without forcing the user to open a new tab. Does anyone know if this is possible? Thanks!

3
Jacob Cox
2 months ago
J
Jonathan LuNew Participant
asked in Messenger

Issue with using onUnreadCountChange API method for Badging with a customer launcher

We have created a custom launcher for our web application to access the Intercom Messenger. We are implementing our own custom badging as well and using the onUnreadCountChange Javascript API method. However, when testing the badging functionality, the count seems to be inaccurate. For example, if an user has only one active conversation and our agent sends them 4 messages, is the expected return value from unreadCount supposed to be 4? From what we observed, if an user has multiple active conversations, then the unreadCount will then be 2.We are expecting and would like the unread count to be the total number of unread messages for a customer’s conversation(s). However, it seems as if the unread count is only associated with the number of unread conversations instead.Could you help clarify this, thanks! Best,Jonathan

1
C
3 months ago
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