Why am I having issues with the Intercom Messenger in Vietnam?

Question

We implemented the Intercom Messenger in our web site. We love it and it works very well with my customers in US (also in my laptop when I was in San Francisco).when I go to Vietnam, I and my team can't use it anymore. It shows loading forever.And I saw this error in chrome devtoolsDo anyone know this issue? Please give us some advices.

Eric Fitz · Accepted Answer

Hey @everfit​&#128075; We have seen that some Internet Service Providers in Vietnam are not connecting to Intercom, causing connection and latency issues for our customers.Unfortunately, this isn’t something that can be fixed on our side, as the problem is due to the specific ISP setup, but you can implement a workaround to resolve the issue.The workaround is to add the following attribute to the Messenger settings in the Javascript code that is calling the messenger:api_base: 'https://[your app ID].intercom-messenger.com'Important: in the app ID part above, you'll need to add the app ID of your workspace.Further information on setting Messenger settings are here: https://developers.intercom.com/installing-intercom/docs/configuration.Let me know if this helps!

Thanh · Answer

I followed the guide, the chat box appear, but it does not work as expected, seems that the websocket connection could not etablished (due to hostname blocked somewhere)Please see attached screenshoot in Chatbox & Operator side.Thanks

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