Messenger

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package. 

Is it possible to configure the Switch from Messenger to WhatsApp functionality so that, depending on the brand the customer is interacting with, they are offered a different WhatsApp number? Or is this something that might be available in the future? 

I would like my outgoing emails inside the active correspondence to be sent not from the personal intercom addresses for each agent or personal email address, but from one general email address. For example, inside the conversation, there are 3 agents participating. A, B and C. I would like all the messages to be sent not from 3 different addresses but from one company address. Like support@mail.com . On my workspace end I should still be able to distinguish the messages that were sent by agents A, B, C. Is it possible?

Our product uses NextJS 13.4.9 and we are trying to integrate intercom messenger. In our _app.js we are using the useEffect below to check if the user is logged in or not (guest). What’s happening is that when he is a guest everything works well. When he logs in and opens the launcher for the first time it shows the message “Something’s gone wrong”. After a refresh everything works. We have seen other related topics and they don’t work in our case. We have also used shutdown in login/logout and nothing works. Something worth mentioning is that after the login when the user clicks the launcher the Intercom’s localStorage is cleared and the intercom-session-[id] cookie as well. After a refresh all works well. Now we don’t know if this is the cause. import { Intercom, shutdown } from '@intercom/messenger-js-sdk'; useEffect(() => {  if (process.env.hasIntercomMessenger && process.env.interc

Are chat messages/Posts sent by email automatically or do you need to also create an email with that same information?

We use Fin AI to handle conversations. What we want to do is when Fin AI routes to a human, it gets put in the unassigned conversations bucket and we want to get notified when that happens. Is there anything specific we can use?I did notice intercom has desktop notifications, but that really depends on our user’s alert settings as well. We originally used a workflow to message a slack channel for all new conversations and replies. However I can’t find any webhooks that trigger when a conversation is moved into unsassigned. 

Hey guys!I did setup a flow called “Convert trial users into paying customers” it looks fine but I want to have the following: See my welcome message & preview buttons on the bottom right corner right away before people click on the chat window itself to open it, How to do this? When i open a chat, i’m in an empty conversation, i need to click “Back” and open the conversation with AI agent to make it work. How do i make it chat with AI agent right away? Can i sync Intercom with HubSpot to send automated emails & submit forms?

Hi Intercom team,We’re experiencing a React crash that appears to originate inside the Intercom Messenger widget. The error is: Error: Minified React error #185Stack trace points into this script:at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js)at https://js.intercomcdn.com/vendor-modern.50137b6e.jsCould you confirm if this is a known issue?Thanks, Markus

My company is developing its own conversational AI feature. Our tool will be trained on the data that our users have in our product and help them answer questions about it or do analysis on it.We are now working on how we will have two chat tools co-exist in our product. Aside from making it clear to users which tool to use for which type of question, we’re working on a real estate problem. We can use the available launcher location setting to move the launcher to the left, to make room for our first party tool on the right. Though because the information density in our product is loaded to the left, we would rather have the launcher be pinned to the left edge of our chat tool. So two chat tools lined up next to each other on the right. It is not clear from the documentation about the custom launcher that we can accomplish this. 

When we link a back-office ticket to an open conversation that we are working on, it does not automatically assign that ticket to the user who created it and is in charge of completion. This often leads to the ticket being left “unassigned” which poses a lot of issues and then manual clean up for our team. It would be ideal for the back-office ticket to auto-assign the user who created it to avoid it becoming unassigned and then us having to clean up the unassigned folder often.

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

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

Hi,I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed.In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours.  We are paying a lot of money for a service not working as announced and with no assistance. On our

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it? 

After I complete the information to sign-up for a new account I am redirected to a “403 Forbidden: Workspace Suspended” page. 

Hi everyone,We’re currently facing an issue where the Intercom Messenger is not loading as expected in our application. This seems to affect desktop , and we haven’t been able to identify a consistent cause yet. We’ve already checked for any custom CSS or JS conflicts, but the problem persists. Tried installing using multiple methods .We came across a few older threads with similar concerns, but no concrete solutions were shared. If anyone has faced this recently or has any insights on possible fixes or workarounds, we’d truly appreciate your input.Thanks in advance for your help and support!Best,Hitesh

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

We're experiencing an issue where some users are unable to access the chat on mobile.We're using the Flutter SDK in our app. We've already verified that the affected users are correctly registered in our database, and the ID information is being passed properly. Interestingly, the chat is working fine for other users.How can we resolve this issue?  

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! 

We have Intercom installed in our web-based app but lately 20% of our users are experiencing issues with being unable to close the chat - there is no 'x' or down arrow appearing in their window. Even if it shows the down arrow, clicking it will not close the chat. The only way to get it working again is by refreshing the page.Has anyone else encountered this problem and found a permanent fix?

Dear community. I'm opening this thread to have the following checked. I want to use the conversations ids as protocols ids, and I want to pass this id automatically whenever the end-user opens a new chat with my team. I have set a custom bot (from new conversations) and I tried to find the conversation id on the following list:  But I wasn't able to find this option. Could someone give me a workaround for this? Whenever my end-user opens a new conversation, I need to pass this id automatically Your help is much appreciated. Thank you very much!Kind regards,Rodrigo.

We've integrated Intercom Messenger into our web application, using JWTs for authenticated users.The backend flow is designed to find or create an Intercom contact for each user. If a contact doesn't exist, it's created with:{  "user_id": "intercomContactId",  "name": "our_user_email",  "email": "our_user_email",  "external_id": "userId_in_our_system"}This data is then included in the JWT sent to the frontend. The problem is that after several frontend reloads, Intercom creates multiple new contacts with the same user information. 

Is there a way, perhaps using CSS, to hide the three-dots menu button for downloading the transcript?Thanks you