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Answered

Opening articles in messenger doesn't work

  • November 17, 2023
  • 5 replies
  • 591 views
U

Hi,

I’ve got a problem with opening articles in the messenger. You can test this problem on this website: https://community.intercom.com/

  1. Click on an article in the list under “search for help”
  2. The article opens, click on the back icon
  3. Click on another article in the list under “search for help”
  4. The article doesn’t open, the messenger is blank and doesn’t respond

I’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:

 

Best answer by Racheal

 Hey @User1639 Racheal from the support engineer team here👋 

 

After doing some more digging on my end, I see that this is a bug that our engineers have been notified of and are currently looking into. I’m going to forward this conversation into the support team so they can get you added to the issue, that way we can keep you posted on any updates.

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Racheal
Intercom Team
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  • RachealIntercom Team
  • Customer Support Engineer
  • November 21, 2023

 Hey @User1639 Racheal from the support engineer team here👋 

 

After doing some more digging on my end, I see that this is a bug that our engineers have been notified of and are currently looking into. I’m going to forward this conversation into the support team so they can get you added to the issue, that way we can keep you posted on any updates.

U
1 person likes this
  • U
    User1639
K
  • Kasper
  • New Participant
  • November 30, 2023

@Racheal was this bug fixed?
We are keen to expose the notion of consuming help articles through the messenger to users, and making sure all articles we link to in-app opens there and not in a tab would be really useful.

Jacob Cox
Intercom Team
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  • Jacob CoxIntercom Team
  • Sr. Technical Support Engineer
  • January 28, 2024

Sorry for missing your last message @Kasper ! I’m no longer able to replicate this behavior so it seems like that bug has been fixed.

Thanks for writing in about it!

Jacob | Sr. Technical Support Engineer at Intercom
D

@Jacob Cox we can replicate on our end. Articles are appearing blank in messenger.

 

Just having users reach out about it today.

Jacob Cox
Intercom Team
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  • Jacob CoxIntercom Team
  • Sr. Technical Support Engineer
  • February 11, 2024

Hi @David Suckling !

I’m not able to replicate the original issue any more so your situation will probably need a deeper investigation with our Support Team. I’ve gone ahead and sent your message their way. They will reach out to you via the email that you signed up with to discuss your situation in more detail! Be on the look out for their reply!

Jacob | Sr. Technical Support Engineer at Intercom

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