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Customer Service Transformation Report 2026

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arab2344New Participant

Train Fin

UAE vs Saudi Residency Work & Business

The Gulf region is becoming a hub for professionals, investors, and entrepreneurs seeking new opportunities. Both the UAE and Saudi Arabia offer residency programs that provide legal frameworks for work and business operations. Understanding the diff

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54 minutes ago

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Vicky LabergeNew Participant

Reporting

Help report- ticket

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specif

בן גטניוConnector

Fin + Data Connectors: how to implement SMS OTP before personal data access?

Hi Intercom Support/Community,We want Fin to trigger an OTP verification flow whenever a customer asks for personal information, before Fin is allowed to call our backend and retrieve sensitive data. What we have today (custom SMS OTP via our backend

Kartikeya VishnoiNew Participant

API & Webhooks

Side conversation initiating message not returned in conversation API - only replies are accessible

When retrieving a conversation via the REST API GET /conversations/{id}, the initial message that starts a side conversation is not included in the response. Only subsequent replies appear as part_type: "side_conversation_reply" or part_type: "side_

Amitav SinghNew Participant

Settings, Security & Permissions

anonymous_session

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

Smartwiz SupportNew Participant

Workflows & Automations

Workflow not saving or setting live?

I am seeing a persistent error when trying to save and set live a specific, large inbound workflow in Intercom. Trigger: When customer opens a new conversation in the Messenger for Web, audience = Leads and Users. Symptoms: UI shows: “We couldn

Aidan LeeNew Participant

Mobile SDKs

Survey close button (X) unresponsive on iOS - touch events not registering

SDK Version: Intercom iOS SDK 19.4.1 Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description: The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close bu

epapaNew Participant

Android SDK Survey Crash - Unable to destroy activity {io.intercom.android.sdk.survey.ui.IntercomSurveyActivity}

Hello, I’ve got a crash using the Android SDK but can’t say more than the device details and the stacktrace, which I report here.Hope you know more and got to fix it.Intercom Android SDK: v17.3.0Device: Samsung Galaxy A13 - Android 14Fatal Exception:

William PowellNew Participant

API & Webhooks

Send Message Without conversation being set to "Waiting on Customer" state

We are sending messages using Intercom’s REST API and after completing a task on our platform side, we would like to inform the customer that:“The team will get back to you on this. Our usual reply time is 1 day. You'll get replies here and to email@

Jason DeBrulerNew Participant

Apps & Integrations

Hubspot & Intercom - When does both make sense?

Hi! I’m the CEO of a high ticket, low volume equipment manufacturing company. We use Hubspot for our sales CRM and customer support. The allure was to have all of our data in one place, which also likely reduces costs. But in practice, creating “