Messenger

Hello all, On behalf of the Access LMS Support team, it would be beneficial to have the following file formats enabled to be used in Attachments on the Intercom Chat window:.mpg, .webm, .webp, .tiff, .docx, .txt, .rtf, .pptx, .ppt This is to ensure our clients will be able to share materials that demonstrate a specific area of the system, in order to facilitate a better and faster service to them.Thank you all in advance!

How to get conversation id in iOS SDK?

We recently started using JWT for authn/AuthZ.There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to have more control over the amount of time the API is accessible.

I am triggering an article in the Messenger, using the showArticle method. The article is pulled up within the Messenger - but aticle-to-article links from that original article open in a new window (outside of my app).  How do I keep the new articles showing in the Messenger so that the user isn’t directed out of the app?For additional clarity I am not linking to outside content, only other articles in Intercom.

Hi team, We have an issue with Bluecore users as they are getting the popup opened every time, no matter they close it. This behavior was first reported on Sept 30th It seems to be affecting users that have “Tasks” on their help menu No matter they close it, it reopens everytime they navigate to another page in the site or open a click to a new page in the site. While this is not impacting functionality, it is becoming a frustrating customer experience.Can you please take a look?

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explicitly, I don’t know that t

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?

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 authenticatedwindow.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

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!Best regards,HBQ

Hello,We have a react-native/expo app and are having issues opening any help center articles shared to users via the intercom messenger on our app. The same exact article works without any issues when sent to the same user but opened on Intercom messenger running on our web app instead.Any help would be much appreciated. Best regards,Tiago Cruz  

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

​@Nathan Sudds Are the office hours from yesterday recorded with the Q and A I can share with my coworker? TIA, Melissa Speed

Our website is a SPA (Single Page Application). Is it possible to install the Intercom Messenger for a SPA with Google Tag Manager? If this is possible, how can I do this.And if not, if I install the messenger with the Code Snippet. Can I still track Intercom events with Google Tag Manager and Analytics, or do I need to completely change this setup?

periodically i see this error on the bottom of my page Error: Minified React error #185; visit https://reactjs.org/docs/error-decoder.html?invariant=185 for the full message or use the non-minified dev environment for full errors and additional helpful warnings. at au (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:324482) at Object.enqueueSetState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:291102) at y.setState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:395212) at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js:178:69929) at Sl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322483) at kl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322169) at wl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:321713) at https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333376 at xu (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333878) at fu (https://js.intercomcdn.

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it? 

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.intercomMessengerAppId) {    if (user?.customerServiceIntegratorId) {      // for logged in user

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