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1663 Topics

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Tereza ZaloniNew Participant
asked in Reporting

Calculate active AHT

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

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8 hours ago
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Oladimeji OgunyoyeNew Participant
asked in Apps & Integrations

Microsoft Teams connectivity

Hello, I vaguely remember an Intercom connector being available for Microsoft Teams, but this no longer seems to be case. Has this been removed?The connector allowed us to receive Teams notifications whenever a new conversation was started on Intercom.The alternative approach would be to use a Webhook, but Intercom’s webhook payload seemingly does not conform to Microsoft’s expectations: https://learn.microsoft.com/en-us/microsoftteams/platform/task-modules-and-cards/cards/cards-reference#connector-card-for-microsoft-365-groupsIs my view of this correct? Thanks,Dimeji

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17 hours ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get id of lead merged to user

The REST API has a method for merging contacts from lead to user. It works pretty simple:```curl -i -X POST https://api.intercom.io/contacts/merge \  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \  -H 'Content-Type: application/json' \  -H 'Intercom-Version: 2.10' \  -d '{ "from": "LEAD_ID", "into": "USED_ID" }'```Also, lead can be merged to user in the Intercom app. When lead is merged, our integration listen for webhook with topic `contact.merged`. This webhook has an information to what contact the lead was merged, but has a missing part from what lead: ```{ "type": "notification_event", "app_id": "abcdee", "data": { "type": "notification_event_data", "item": { "type": "contact", "id": "USER_ID", "workspace_id": "abcdee", "...": "..." } }, "links": {}, "topic": "contact.merged", "delivery_status": "pending", "delivery_attempts": 1, "delivered_at": 0, "first_sent_at": 1713533523, "created_at": 1713533523, "self": null}``` May you add lea

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19 hours ago
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VitaSokolovaNew Participant
asked in Mobile SDKs

Attaching photos from camera is broken in 15.8.2

We tried updating io.intercom.android:intercom-sdk from 15.6.3 to 15.8.2 and noticed that attaching photos from camera directly is broken (permission was given). On version 15.6.3 it works as expected. 

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19 hours ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get information about Article in message?

When admin replies with an article, webhook does not contain details about it. May we have a link to article in webhooks? 

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19 hours ago
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Maryse MONTIGNENew Participant
asked in Apps & Integrations

Link customer list between intercom & meta

Hi,I would like to link directly the Intercom’s customer list from to meta business manager to update automatically the customer audience.How is it possible ?Sincerely

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21 hours ago
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Aleksandra MakówkaNew Participant
asked in Settings, Security & Permissions

Limiting teammember to a specific inbox

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

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1 day ago
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Mario GuevaraNew Participant
asked in Apps & Integrations

Facebook/instagram comments?

Hello! Is there anyway to answer get facebook/insta comments in an inbox? I already did messages, but so far, I cannot find a clear solution for comments. Thanks in advance

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1 day ago
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kmchucNew Participant
asked in API & Webhooks

Unable to POST Contact using email

I’m currently trying to POST a Contact with just an email, and am currently being met with a 400 error:Request body:{"name": "Kim Chuc", "email": "email@gmail.com"}Response body:{ "type": "error.list", "request_id": "0004n8c4t4e6a3olv82g", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]} Based on the docs, email is the only required field to POST a Contact and I’ve double checked to make sure the email doesn’t already exist: Has anyone ever come across this issue before? 

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1 day ago
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Oliver StenningNew Participant
asked in Mobile SDKs

Message input field sometimes doesn't appear in chat on iOS

When opening the Intercom messenger to send messages, after tapping the initial prompt and being asked to type a question, sometimes the text input field for the message does not appear, and there is no way for the user to type. We’ve had reports of this happening from users and have videos of it happening, but have not been able to replicate this behaviour on the simulator. We’re encountering this issue on version 17.0.0

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1 day ago
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Tom WagnerNew Participant
asked in Mobile SDKs

In SwiftUI App where can I call Intercom.setAPIKey?

The documentation and sample app show Intercom.setAPIKey being called from a Scene delegate.  I would prefer not to configure that for my SwiftUI App if I don’t have to.  In addition, we normally do not compile keys like this into our App, instead preferring to fetch them from the server.Are there any restrictions on when I call Intercom.setAPIKey? Does it have to be called on the main thread? Do I have to call setAPIKey from the Scene delegate?  Can I wait to call it until after the user has logged in and communicated with our server to fetch the API key as long as I don’t call any other Intercom calls before that? Thanks,Tom 

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bernice
1 day ago
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devtoolNew Participant
asked in Mobile SDKs

React Native Android Crash When Using Version 7.0.1

Hello,I am using react native 0.72.6 and I followed your documentation. When I start the application on Android, the app directly crashes.React Native: 0.72.6Intercom: 7.0.1Error log;04-17 20:41:03.757 16506 16565 E AndroidRuntime: FATAL EXCEPTION: WM.task-104-17 20:41:03.757 16506 16565 E AndroidRuntime: Process: com.xx.xx, PID: 1650604-17 20:41:03.757 16506 16565 E AndroidRuntime: java.lang.NoSuchFieldError: No instance field mDelegate of type Landroid/database/sqlite/SQLiteStatement; in class Landroidx/sqlite/db/framework/FrameworkSQLiteStatement; or its superclasses (declaration of 'androidx.sqlite.db.framework.FrameworkSQLiteStatement' appears in /data/app/~~-CoVl2828_OGDZn2i-axfA==/com.xx.xx-4SqgA3KMc2bMy==/base.apk!classes6.dex)04-17 20:41:03.757 16506 16565 E AndroidRuntime:     at androidx.sqlite.db.framework.FrameworkSQLiteStatement.executeUpdateDelete(Unknown Source:0)04-17 20:41:03.757 16506 16565 E AndroidRuntime:     at androidx.work.impl.model.WorkProgressDao_Impl.delete

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7 days ago
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kironetNew Participant
asked in Mobile SDKs

iOS: Memory leaks after installing Intercom

Hello,I started getting memory leaks printed from Instruments after installing Intercom(17.0.2). Double checked by uninstalling(got 0 after uninstalling).The package was installed using SPM.  

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2 days ago
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Meirav Nachmanovitch LazarNew Participant
asked in Apps & Integrations

iOS SDK 17.0.1: Intercom Launcher Doesn't Show

Hello,I am encountering an issue with Intercom SDK version 17.0.1. The icon inside the launcher is not displaying properly; instead, there is just a white rectangle. This problem was not present in version 16 of the SDK.(Attach image)Category: Support OperationTAGS: App & Integrations, Mobile SDK 

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bernice
2 days ago
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joshmohrerNew Participant
asked in Mobile SDKs

Could not determine the dependencies of task ':intercom_intercom-react-native:compileDebugJavaWithJavac'.

I’ve recently become unable to successfully build for Android with Intercom SDK I’m using "@intercom/intercom-react-native": "^7.0.1",and have configured my app.json / expo properly with  ["@intercom/intercom-react-native",{"appId": "lxxxxxxxxp","androidApiKey": "anxxxxxxxxxxxxxxxx196","iosApiKey": "ioxxxxxxxxxxxxxxxxx29f","intercomRegion": "US","isPushNotificationsEnabledIOS": "true" // I know this is currently unsupported though I did set up my code to push native tokens to intercom as I assume itll get there soon.}],FAILURE: Build failed with an exception.* What went wrong:Could not determine the dependencies of task ':intercom_intercom-react-native:compileDebugJavaWithJavac'.> Could not resolve all dependencies for configuration ':intercom_intercom-react-native:debugCompileClasspath'.   > Problems reading data from Binary store in /Users/joshuamohrer/.gradle/.tmp/gradle11368370330674472490.bin offset 1490991 exists? true* Try:> Run with --stacktrace option to get the stack

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Jacob Cox
3 days ago
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Nate StoffelsNew Participant
asked in Apps & Integrations

Retool within Intercom

Is there any plans for Retool to be an available app on Intercom? This is one of my org’s main analytics platforms

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Jacob Cox
3 days ago
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cagriyilmazNew Participant
asked in Mobile SDKs

[Android] "Latest Message" and "Start Conversation" Sections Missing in Turkish Language

In Android SDK version 15.7.1, the "Recent Message" and "Start Conversation" sections fail to appear on the Home Page when the device's language is set to Turkish.Screenshots are attached, taken on the same device, demonstrating the issue by only changing the language setting.Could anyone help us identify the potential cause of this problem or suggest any solutions? Any advice or insights would be greatly appreciated. 

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Jacob Cox
3 days ago
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cagriyilmazNew Participant
asked in Mobile SDKs

[Android] Issue with Taking and Sending Photos in Messenger After Updating Android SDK to 15.8.x

I'm seeking assistance with a problem we've encountered after updating our application to Android SDK version 15.8.x. Previously, under SDK version 15.7.1, users were able to take photos and send them as attachments without any issues. However, following the upgrade to SDK 15.8.x, the functionality to take and send photos as attachments no longer works. This issue has been observed across devices running Android Version 14.Could anyone help us identify the potential cause of this problem or suggest any solutions? Any advice or insights would be greatly appreciated.

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Jacob Cox
3 days ago
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Hallow DevelopersNew Participant
asked in Mobile SDKs

Missing required reason for accessing file timestamp in iOS SDK privacy manifest?

When submitting our app to App Store Connect I am still receiving some warnings about missing required reasons. Using the binary-based scanner script located here I am seeing the following:Used symbols in binary ./Debug.app/Frameworks/Intercom.framework/Intercom: NSFileCreationDate, NSFileModificationDate, NSFileSystemFreeSize, NSFileSystemSize, NSURLContentModificationDateKey, NSURLCreationDateKey, NSUserDefaults, statLooking at the Intercom PrivacyInfo.xcprivacy as of version 17.0.0 I see entries for UserDefaults and SystemBootTime, but not FileTimestamp even though the script shows there are references within the framework to NSFileCreationDate, NSFileModificationDate, NSURLContentModificationDateKey, NSURLCreationDateKey and stat.Is this something you are aware of? Do you intend to add the appropriate reason to your privacy manifest?Thanks!

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Jacob Cox
3 days ago
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ElonMusk228New Participant
asked in API & Webhooks

Getting 403 error from specific IP

Hi! When I use a specific IP address, all my POST requests to the api (https://api-iam.intercom.io/messenger/web/ping) return a 403 error. However, this does not apply to other ip addresses. Is it possible that my ip address is blocked?

3
Jacob Cox
4 days ago
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Kayla TreeseNew Participant
asked in Apps & Integrations

Calendly Integration

I previously used the Calendly integration in my website’s automation but it has not been working for several weeks now, when someone visits the site and tries to book a meeting with a member of our team it just displays a block with an error message. Is the integration broken and does Intercom plan on fixing it?

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5 days ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

Does access token obtained with OAuth has expiration date?

Our application uses OAuth to get user’s access token. We noticed that after a while tokes are revoked and API calls fails with unauthorized errors. An example:```json{  "type": "error.list",  "request_id": "0003hg8qe7evlq01dqcg",  "errors": [{ "code": "unauthorized", "message": "Access Token Invalid" }]}```May I ask if access tokens obtained through OAuth have expiration date? If there a way to debug why token is invalid now?

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Andrii Fedyk
5 days ago
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Doug WehmeierNew Participant
asked in API & Webhooks

Impossible to update archived contacts?

I’m running into a problem when attempting to sync contacts from our platform.  Currently I’m doing the following:Call the contacts/search endpoint, searching by email address If Contact is found, update it If Contact is not found, attempt to create itI’m occasionally getting the following error on step #3:An archived contact matching those details already exists with id=123456 I cannot search for Contact 123456 in the UI.  If I attempt to GET the Contact through the API, I get an error “User Not Found”.I cannot blindly update the Contact because I don’t know their Intercom ID, and that’s the only way to call an update that I can find.So how do I locate and update these archived records?

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aykut.aydin
7 days ago
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Gina MaynardNew Participant
asked in Apps & Integrations

Using Scribe in Intercom?

Has anyone ever successfully integrated a Scribe (scribehow.com) into an Intercom knowledge article?  I can use HTML but I’d rather it have the look and feel of an embed snippet.

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aykut.aydin
7 days ago
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User1594New Participant
asked in Reporting

The exel report for my android intercom flow doesn't show some information about the user

The Exel report for my intercom flow on android doesn't show some information about the user, such as the user's name and email address, this is happening every month.Could you please provide me with this information? 

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aykut.aydin
7 days ago
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