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2212 Topics
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Victor AndréeNew Participant
asked in API & Webhooks
Update custom object references through REST API v2.13

The v2.13 REST API introduces support for creating, updating, and reading custom object instances. But, the documentation does not say anything about updating references – either on those instances themselves, or references to custom objects as custom attributes on people.Without the ability to associate custom objects with contacts or conversations, the API doesn’t seem very useful.I’ve tried to pass contact IDs and external IDs, and objects with an “id” key with no success, both as arrays and as simple attributes. Based on how the contacts/{id}/companies endpoint works, I’d probably expect the following to work:POST /custom_object_instancesContent-Type: application/json{"external_id": "123", "custom_attributes": {"Owner":{"id":"6602eae0ca854b5e2a01f503"}}And if the attribute support multiple people, it should support an array. Supporting objects, instead of just the ID, would allow you to support identifying references with both Intercom’s ID and external ID, so that’d be nice.I’ll n

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Jonathan Juarez RuizNew Participant
asked in Mobile SDKs
App is crashing (android SDK)

Hello,We have successfully integrated your Android SDK (version 15.16.0) into our application. However, we are currently seeing a significant number of crashes reported in Firebase. Unfortunately, we haven’t been able to reproduce the issue on our side so far.Could you please help us investigate this further? Let us know if you need any additional information or logs to assist in the debugging process.Thank you in advance for your support.This is the crash:          Fatal Exception: java.lang.NullPointerException:       at androidx.compose.ui.platform.AndroidComposeView.<init>(AndroidComposeView.android.kt:788)       at androidx.compose.ui.platform.Wrapper_androidKt.setContent(Wrapper.android.kt:77)       at androidx.compose.ui.platform.AbstractComposeView.ensureCompositionCreated(ComposeView.android.kt:258)       at androidx.compose.ui.platform.AbstractComposeView.onAttachedToWindow(ComposeView.android.kt:290)       at android.view.View.dispatchAttachedToWindow(View.java:22479) 

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IreneNew Participant
asked in Apps & Integrations
Looker Studio & Intercom

Hi, Is there an Intercom integration with Looker Studio? I’ve seen an older post in which people seemed to run into issues with the API documentation. I wonder if there have been any updates or if there is an easier way now to integrate both. Thanks.

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Paul Byrne
Intercom Team
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Andrew Shapiro-ZyskNew Participant
asked in Reporting
Reply Conversation Parts

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

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Oleh StasulaNew Participant
asked in Mobile SDKs
macOS SDK

Are there any plans to have macOS SDK in the near future? Specifically I want to use it for embedding the help center inside the app.

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Matias TebeleConnector
asked in Mobile SDKs
Build error on Android using React Native

Please help. I cannot build a release apk/aab, I’m getting the following error: > Task :app:compileReleaseKotlin FAILEDe: Incompatible classes were found in dependencies. Remove them from the classpath or use '-Xskip-metadata-version-check' to suppress errorse: file:///Users/builder/.gradle/caches/transforms-4/a23eb7edad52ffdf2e2ff09828f4ac13/transformed/jetified-intercom-sdk-base-15.15.1-api.jar!/META-INF/intercom-sdk-base_release.kotlin_moduleModule was compiled with an incompatible version of Kotlin. The binary version of its metadata is 2.1.0, expected version is 1.9.0.Classes that weren't resolved: > com.google.common.util.concurrent.ListenableFuture I’m using the latest version of the library (8.3.0), and my build.gradle is: buildToolsVersion = "35.0.0"minSdkVersion = 23compileSdkVersion = 35targetSdkVersion = 35ndkVersion = "26.1.10909125"kotlinVersion = "1.9.22" 

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mateusz.leszkiewicz
Intercom Team
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Gil GoldenbergNew Participant
asked in Mobile SDKs
iOS SDK Crash when sending photo

Hi - We exprience a crash in the latest version of the iOS SDK version 18.6.3 The way to reproduce the crash:1. Open Intercom in the app, start a new chat (or existing one).2. In the conversation choose to add a photo (from library or from camera)3. Before choosing to send - take the internet off (by turning on airplane mode)4. Add the photo5. Tap the ! to try again - but take no action.6. Restore the internet by disable airplane mode7. Wait for Intercom to restore the connection and send the image automatically and after the image is shown as sent (not grayed out) - Tap Try again8. crash!Reproduced 100% of the times. ScreenReco...3-39_1.MP4   

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mateusz.leszkiewicz
Intercom Team
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Bounce EngineeringNew Participant
asked in API & Webhooks
Semicolon/side panel showing up after the "Need help?" badge

Hi there! We’re using the JavaScript implementation for web as followed on the docs, and we have some users reporting that they are either seeing a semi-colon added on the upper-right corner of the screen, or a full side panel that’s being injected when the “Need help?” badge is being shown. Please see the attached photos for a visual reference.Is this a bug that you are already on track or have a fix for? We’ve tried trying this to a simple page without any components, but it doesn’t seem to fix the issue. Any intel on this would be very helpful. Thanks!  

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mateusz.leszkiewicz
Intercom Team
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Cristi ConstantinNew Participant
asked in Mobile SDKs
[Android][Intercom SDK - 15.9.0] PdfRender crash

I want to report an issue we have encountered with the Intercom SDK on Android. When a user attempts to open a password-protected PDF sent by the support team, the application crashes with the following error:Fatal Exception: java.lang.SecurityException: password required or incorrect password       at android.graphics.pdf.PdfRenderer.nativeCreate(PdfRenderer.java)       at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172)       at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)       at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)       at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41)       at androidx.compose.ui

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mateusz.leszkiewicz
Intercom Team
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Somnath MandhareNew Participant
asked in Mobile SDKs
[iOS Native] When App is closed and push notification is clicked, the chat/post does not open in the app.

We are facing following issue in our iOS Native app:When the app is closed and the user clicks on the Intercom’s Push Notification, the app opens up but the chat/post opens momentarily and closes. This only happens when the app is closed and notification is clicked, it works fine if the app is in the background/active state.In our case when the app is opened via Push Notification in the app's closed state, main view get refreshed after data fetching.I have done all the Push Notification configuration as per the doc: https://developers.intercom.com/installing-intercom/ios/push-notificationsWe are using iOS SDK Intercom version: 17.1.2 Similar kind of issue was resolved by our Android Team by using Intercom.client().handlePushMessage() . However, such a method does not exist in the iOS Intercom SDK.

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mateusz.leszkiewicz
Intercom Team
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aaron_minnowNew Participant
asked in Reporting
Where to report accessibility issues?

We are using this browser extension to test for accessibility issues on our website.https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extensionIt reports several issues with intercom.Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful. 

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mateusz.leszkiewicz
Intercom Team
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Aaron ByromNew Participant
asked in API & Webhooks
Image upload with Rest API

Hey there, I’m finding it difficult to understand the rest API docs around file uploads. I would love to have a user fill out a form, and attach an image, and this would be submitted by the API to create a ticket. I see that the “File” type is supported in the tickets, however I’m finding difficulty in figuring out what Intercom wants as a file.  Is there any more documentation that you could point me towards? Or could you provide a quick example of what an image upload would look like with the API?  Thanks, Aaron. 

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Eduardo LNew Participant
asked in API & Webhooks
"WhatsApp Number" attribute

I'm creating a user in the api and filling in the phone field. I Want fill a field "WhatsApp Number" How I do that?  there is nothing in the documentation

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Beth LaverackNew Participant
asked in Reporting
Best practise for tracking tickets relating to a feature launch?

Hello!We’re about to launch a new feature at my company and I want to track how much support this generates.As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.Does anyone have any recommendations?Thanks!

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Jacques Reynolds
Intercom Team
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Viacheslav kolisnichenkoNew Participant
asked in Apps & Integrations
Opening a chat when clicking on a push message

I encountered a problem with opening a chat with a conversation when clicking on a push, when clicking it just opens the application implementation 'io.intercom.android:intercom-sdk:15.11.5' private final IntercomPushClient intercomPushClient = new IntercomPushClient(); @Override public void onMessageReceived(RemoteMessage remoteMessage) { Map<String, String> message = remoteMessage.getData(); if (intercomPushClient.isIntercomPush(message)) { intercomPushClient.handlePush(getApplication(), message); }  @Override protected void onResume() { super.onResume(); checkPendingDeepLink(); Intercom.client().handlePushMessage();  @Override protected void onNewIntent(Intent intent) { super.onNewIntent(intent); setIntent(intent);..... Bundle bundle = getIntent().getExtras(); if (bundle != null) { String link = bundle.getString("link"); if (link != null) {

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Jacques Reynolds
Intercom Team
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HolNew Participant
asked in Reporting
How to easily tag & remove conversations that were never progressed to be handled?

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this?  Thanks in advance! 

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Jacques Reynolds
Intercom Team
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Ploy TeansuwanNew Participant
asked in Reporting
How-to extract data of Inbox: Dashboard Teammates?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

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Jacques Reynolds
Intercom Team
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lifanActive User
asked in API & Webhooks
Search ticket with ticket_id in the rest API

How can I search a ticket using the ticket_id with the rest API? It looks like we can only search with id, not ticket_id.

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Ivan KorovkinNew Participant
asked in Apps & Integrations
Clarification on User Matching for CoBrowse Sessions in Intercom

Hello We're currently facing an issue where CoBrowse sessions are not available in Intercom unless the user is logged in to our site.According to CoBrowse support, the SDK should be initialized as soon as the website loads, regardless of the user's authentication status.They mentioned:“The issue could be that the CoBrowse SDK is only being started when your users log in. Would you be able to check that with your Dev team? I see no reason for it not to be started before the user authentication happens as the agent and user will still be matched through Intercom.”In our implementation, the CoBrowse SDK is initialized for all users, not just those who are logged in.We suspect the issue may be related to how users are matched between Intercom and CoBrowse. When a user logs in, we pass their email to both Intercom and CoBrowse, which seems to enable session matching. However, for guest users (not logged in), no email is available, and as a result, the session is not linked between the platf

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AxelNew Participant
asked in Mobile SDKs
Expo 50 With Official Plugin Realtime Chat Not Working

Hi there,I've just installed the latest version of the Expo plugin (6.8.1). Everything is mostly working, but there are some issues. I've noticed problems with push notifications, and I'm unsure if they are related to the following:1. We're unable to retrieve the unread message count correctly. The listener isn't working, and even when the app is open, new messages aren't being fetched.2. In chat, replies from an "agent" aren't showing up in real-time. To see new messages, we have to close and reopen the conversation, which disrupts the chat experience.Any advice on these issues would be appreciated.Thank you

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mateusz.leszkiewicz
Intercom Team
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Nikos KleidisNew Participant
asked in Mobile SDKs
Expo - Push notifications not working

Hello,We are currently migrating our react-native app to Expo and we are facing some issues with Intercom push notifications.We are using:"@intercom/intercom-react-native": "8.1.0","expo": "52.0.28",And in app.config.ts, this is our intercom setup:'@intercom/intercom-react-native',{ appId: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_APP_ID, androidApiKey: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_ANDROID_API_KEY, iosApiKey: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_IOS_API_KEY}We have followed the rest of the setup mentioned on github.It seems that the chat works when we open it from the app. The user can send and receive messages as expected.The problem is that the push notifications don’t seem to work at all. We don’t receive any notification when the app is on the background or closed.Could you please advice on what we can check? Thank you,Nikos

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mateusz.leszkiewicz
Intercom Team
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PodporaNew Participant
asked in API & Webhooks
Discrepancy in Pagination Format for /companies/list Endpoint

Hi, I am currently using the OpenAPI specification provided in your YAML file to generate an API client for the /companies/list endpoint. According to the YAML, pagination is implemented via a "pages" object, which includes a "next" property defined as a starting_after_paging object. This object is expected to contain properties like per_page and starting_after.However, the actual API response returns the "next" property as a plain URL string, for example:"pages": { "type": "pages", "next": "https://api.intercom.io/companies/list?page=2&per_page=1&order=desc", "page": 1, "per_page": 1, "total_pages": 223},"total_count": 223I have verified that this behavior is consistent even when using the API testing tool provided at https://developers.intercom.com/docs/references/rest-api/api.intercom.io/companies/listallcompaniesCould you please clarify whether this is a known issue or an intentional change in the API implementation that has not yet been reflected in the YAML documenta

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Paul Byrne
Intercom Team
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Telnyx SalesNew Participant
asked in Apps & Integrations
Floating banner scheduling

Hi, I would like to set up a floating banner in our portal between certain time frame and I would like to show it to all users 2 times. how can I do that? I could set it up as ‘’send every time the person matches until dismissed’’  between certain time but I do not want to send more than 2 times

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Conor
Innovator ✨
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Nick GoodwinNew Participant
asked in Apps & Integrations
How to connect eBay/Amazon?

I know there is no native integration to use intercom to respond to Amazon or eBay messages, but is there any third party addon that enables this?

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Nathan Sudds
Top Expert ✨
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Rasmus Wedel-Heinen AndersenNew Participant
asked in API & Webhooks
Fowarding Files via API

Hey!We are creating tickets for some chats and sending the ticket attributes to an external tool using POST API requests. I’m able to forward all attributes except for any files added to the ticket, as the file attribute isn’t saved like the others.Is there a way to include links to the files in my API call through the Action Builder? I see that the files are stored like this, so I would just need a way to include this in the call. https://downloads.intercomcdn.com/i/o/qwum5ehb/1430332547/0a18547e88a0534a2b11dc66de1c/About+-+Wolt+%28Germany%29.pdf?expires=1742396400&signature=71937dcca587c48f45395961771de4a294247409d94427ef8a309fcc0f603793&req=dSQkFsp9n4RbXvMU3HP0gCfl8Ixw9B04fnL9Av84zX8P2bzVoXE%3D%0A

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