Issue: showNewMessage not working after Intercom widget has been opened | Community
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Issue: showNewMessage not working after Intercom widget has been opened

  • April 7, 2026
  • 1 reply
  • 37 views
S

Hello,

We’re experiencing an issue when using showNewMessage with a pre-populated message.

After the page and the Intercom widget are initialized, we call showNewMessage. However, if the chat widget has been opened and then closed beforehand, the chat opens without the pre-populated message. In contrast, if the widget has not been opened prior to calling showNewMessage, the message is correctly pre-filled and everything works as expected.

 

Could you please help investigate whether this is a known issue and if there is a recommended workaround or planned fix?

 

Thank you for your support!

Best answer by Karla T

Hi ​@Simas Skubutis 👋 Karla here from the community team here! 

Thanks for flagging this. What you’re seeing is a known issue with pre-populated messages in the Messenger.

 

It can happen when the Messenger has already been opened and there’s an existing draft (even an empty one), which can override the pre-filled text the first time it loads.

 

Our product team is aware of this and already working on a fix so that pre-populated messages behave as expected for new conversations. I’ll keep an eye on this and update you as soon as that’s rolled out.

In the meantime, a workaround is to avoid opening the Messenger before triggering the pre-populated message, or to clear any existing draft before calling it.

1 reply

Karla T
Intercom Team
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  • Karla TIntercom Team
  • Intercom Team
  • Answer
  • April 12, 2026

Hi ​@Simas Skubutis 👋 Karla here from the community team here! 

Thanks for flagging this. What you’re seeing is a known issue with pre-populated messages in the Messenger.

 

It can happen when the Messenger has already been opened and there’s an existing draft (even an empty one), which can override the pre-filled text the first time it loads.

 

Our product team is aware of this and already working on a fix so that pre-populated messages behave as expected for new conversations. I’ll keep an eye on this and update you as soon as that’s rolled out.

In the meantime, a workaround is to avoid opening the Messenger before triggering the pre-populated message, or to clear any existing draft before calling it.

Karla T | Leading Community at Intercom
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