Issue: Intercom showNewMessages fails on first call, works only from second time | Community
Skip to main content

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

Hey there ​@HBQ, Emily here from Support Engineering at Intercom 👋🏼

 

I had a look on our side and I found there is currently an open issue regarding the behaviour you have described. 

 

Good news is that this bug has already been reported to our engineering team so it’s already on their radar to fix! 

 

While it is already on the team's radar to fix, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.

 

Hope this helps shed some light on your problem!

Terms & ConditionsAccessibility statement