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Hello,I’ve been planning to make a customer portal and wanted to make it a PWA. I would like to be able to use Intercom push notifications on the PWA but from all the documentation I can find it seems like push notifications are only possible using the mobile SDK.I was wondering if there is a way to have push notifications without using the mobile SDK.

Hey friends, unsurprisingly enough - after reaching out to our clients for some feedback, Fin is their favorite education tool that we have - which we love! That being said, I’m trying to get MORE source documentation into Fin to reference and suggest - specifically, our University Courses (hosted in Northpass/Gainsight) - what’s the best way to go about this, so that it indexes correctly and really does become more helpful!? 

Hi, I’ve been having a helluva time trying to get JWT verification working with `@intercom/intercom-react-native`.For context, we have JWT working with our website, and the API secret is enabled for all platforms. We’re reusing the same endpoint we use for web to get the JWT for mobile.Our mobile app is built with:expo: @53.0.23 @intercom/intercom-react-native: 9.1.2 react-native: 0.79.5I have been testing the app in development mode, with `expo run:ios`.So far, I’ve been able to get Intercom working if JWT is not enforced. But once I activate “Enforce Messenger Security” in the Security Settings, Intercom views start returning “Something’s gone wrong” with a reload button. Here’s our JWT code:// Verified that `intercomToken` is valid, in Intercom’s online JWT decoder// // Token payload looks like:// {// "user_id": 3, // << Does this need to be a string?// "email": "person@place.com",// "name": "John Smith",// "exp": 1759892398// }await Intercom.setUserJwt(intercomToken

Hello support!When fetching a conversation using GET conversations/{id} or POST /conversations/search, the statistics fields are all null. I’m using version 2.10 but tried with 2.14 as well and it doesn’t work either. This is the object I receive  "statistics": {      "type": "conversation_statistics",      "time_to_assignment": null,      "time_to_admin_reply": null,      "time_to_first_close": null,      "time_to_last_close": null,      "median_time_to_reply": null,      "first_contact_reply_at": null,      "first_assignment_at": null,      "first_admin_reply_at": null,      "first_close_at": null,      "last_assignment_at": null,      "last_assignment_admin_reply_at": null,      "last_contact_reply_at": null,      "last_admin_reply_at": null,      "last_close_at": null,      "last_closed_by_id": null,      "count_reopens": 0,      "count_assignments": 0,      "count_conversation_parts": 7    }  My close is to know when was last time a conversation was closed and intended to use stat

SDK version 19.2.0 has broken the close button on our carousels, and it's still broken on 19.2.1It would be good if we could update our SDK version for Intercom because Intercom have also fixed UI issues on iOS 26 (new iOS version) :(

There are multiple ways of sending a ticket form to a conversation as described here:https://www.intercom.com/help/en/articles/8300310-ticket-form-optionsIs there a way to send a ticket form to a conversation through the REST API?TIA

Looking at the implementation of intercom for IOS, the creator seems to leave the API key in the front end. Does this mean that this API key is fine if exposed to the end user? I don’t seem to see another way to obscure it, as keeping the key on the backend doesn’t seem like an option if I want to use intercom’s package.import Intercomlet INTERCOM_APP_ID = "<#YOUR APP ID#>"let INTERCOM_API_KEY = "<#YOUR API KEY#>"class SceneDelegate: UIResponder, UIWindowSceneDelegate { 

I’m returning to Intercom after a long break, and I could use some advice from folks who’ve set up recent workflows.It looks like every customer interaction starts as a Conversation. And if it takes longer to resolve or needs extra structure, it can be turned into a Ticket. That all makes sense.But I’m trying to set things up in a way that keeps reporting clean and consistent.My goals:I want to capture the same core metadata for every interaction (things like feature area, source, etc.) I don’t want to double-count anything when pulling metrics I want to avoid having agents fill in fields twice, or inconsistently across conversations and ticketsMy questions:Do you only use tickets for escalations, or convert everything? Can you safely report on Conversations only, and still get reliable counts and resolution metrics? Are you adding custom fields to Conversations for universal stuff, and using ticket-only fields for more complex cases?Trying to figure out how to avoid having my metrics

I’m trying to integrate Intercom push notifications into my React Native app built with Expo (using a custom dev client). I’m using @intercom/intercom-react-native (latest version) and JWT authentication.I can successfully:Generate a valid JWT (confirmed via jwt.io) with user_id and email. Log in the user in Intercom with matching userId and email. Verify that Intercom.isUserLoggedIn() returns true. Fetch the logged-in user attributes from Intercom, which match the JWT payload.Here’s the code I’m using to set up push notifications: export const setupIntercomPushNotifications = async (): Promise<boolean> => {  try {    const { status: existingStatus } = await Notifications.getPermissionsAsync();    let finalStatus = existingStatus;    if (existingStatus !== "granted") {      const { status } = await Notifications.requestPermissionsAsync();      finalStatus = status;    }    if (finalStatus !== "granted") {      console.log("❌ Push notification permissions not granted");      re

Hi,Push notification handling does not work at all on Android + Expo - When opening a push notification from either a terminated, or backgrounded app, the message does not open in Intercom, as it does on iOS, and as is expected.This issue can be replicated in your ‘expo-example’ at https://github.com/intercom/intercom-react-native/tree/main/examples/expo-exampleI have tested using the Expo SDK version in the your `expo-example`, and using the latest Expo version. I have also attempted to fix this issue with some native Android code as suggested by ‘Fin’:In MainNotificationService.javapackage com.example; // Replace with your package import com.google.firebase.messaging.FirebaseMessagingService; import com.google.firebase.messaging.RemoteMessage; import com.intercom.reactnative.IntercomModule;public class MainNotificationService extends FirebaseMessagingService {     @Override     public void onNewToken(String refreshedToken) {         IntercomModule.sendTokenToIntercom(getApplication()

Hello everyone,I'm trying to understand how the total_count value is calculated for the ListConversations and Search Conversations endpoints, as I'm observing some unexpected behavior.When I use the ListConversations endpoint, the total_count seems stable and returns a very high number (around 7 million). However, when I use the Search Conversations endpoint with filters, the total_count is significantly lower and seems unreliable.Here are my specific questions and observations: I added a filter to search for all conversations before today's date, but the result was much smaller (from 7M to around 350k). If I try an earlier date, it returns the same result. Is it possible that the Search endpoint only returns a limited dataset of the entire content? Is the Search endpoint reliable for calculating total_count? For example, when I use the following query to search for conversations within a specific date range: JSON   { "query": { "operator": "AND", "value": [ { "fie

I already added all the CNAME and TXT record to my DNS server. However, the outbound.intercom is the only one did not get authenticated and i have already wait more than 48 hours for it.It is because i am in the dev environment? 

I'm using React Native 0.78.3 and using Intercom SDK version @intercom/intercom-react-native 8.6.0. While most features work correctly, the app freezes and crashes on iOS after I open an in-app Intercom message and swipe left to right (from the left edge of the device) to close the Intercom UI View. Reproduction Steps Launch the app on iOS. Trigger an in-app Intercom message. Try to swipe left to right (from the left edge of the device) to close the Intercom UI View. App becomes unresponsive and eventually crashes. We’ve tried on other apps that are using the Intercom SDK and see that the issue is happening. The issue was fixed in @intercom/intercom-react-native 7.2.1 https://github.com/intercom/intercom-react-native/releases/tag/7.2.1 but it happens again on later versions.  Updated I’ve tried to upgrade to the latest version of @intercom/intercom-react-native 9.1.1 and the issue frozen whole app does not happen anymore but all the buttons in the intercom window are still frozen

https://www.intercom.com/help/en/articles/5652381-conversational-support-report#h_c98526bc52Self Serve, Human & Proactive Support.  I am familiar with conversation ID’s, what are the other identifiers that make up Self Serve, Human & Proactive Support.   What differentiates them in the data?  I can’t seem to find a list of identifiers that would feed into those reports.

Unable to complete payment for enable ( add team member ) module on my workspace, getting something when wrong. i have attached the activity status change with time log and right now getting alert watning screens shot as well for better understanding. looking forward to kind support, as blocked for now to perform / test features testing into our system. Thanks in advance for your kind support.   

I am working on a SwiftUI iOS app.  Building with the latest SDK (Xcode 15.4) to run on iOS 16 and above. We set our App’s accent color using the Global Accent Color Name build setting.  As soon as I include the Intercom Package via SPM our accent color is changed to the default blue.  Why is Intercom changing the accent color?

I am using @intercom/messenger-js-sdk for show Intercom button on my website.  Recently, this sdk tries to GET nexus-websocket-b.intercom.io, then 404 returned.Could you check it out? FYI. I can see this errors on this view too. 

We are developing an AI agent platform, my question is: is it possible to integrate intercom MCP to my platform, or does the current intercom MCP only support to use in the desktop client like Cursor, VSCode etc? I asked because I tried using the registration endpoint from https://mcp.intercom.com/.well-known/oauth-authorization-server and was unable to register my domain, but can register successfully with localhost domain, localhost domain mainly uses in the desktop client like Cursor, VSCode. Thank you. 

Hi, I am using the REST API to update conversation custom_attributes, and I see the conversation events showing up in the conversation view, however, the conversation attributes in the UI are not getting updated. I attached a screenshot as an example. When I retrieve the conversation from the API, I see that those custom attributes I updated are populated correctly. Has anyone encountered this before?  

We are using the Intercom Android SDK in our android app to provide customer support. Specifically, we are presenting the Messages space using the following code in Kotlin:Intercom.client().present(space = IntercomSpace.Messages)We're interested in knowing if there's a callback or event triggered when the user dismisses the Messages space by clicking the back button. Our application has specific action that need to be executed when the user returns to our UI, and it would be extremely useful to have this kind of event available.I noticed that on the iOS SDK, there are IntercomWindowWillHideNotification and IntercomWindowDidHideNotification callbacks for similar functionality. Are these iOS callbacks triggered when the Intercom message space is closed? If so, is there an equivalent on the Android SDK?If such functionality is not currently available for Android, are there plans to introduce this feature in a future update?

A NullPointerException is occurring in the Intercom Android SDK, specifically within the extractErrorString function. The crash happens when the SDK attempts to call getMessage() on a null Throwable object.Stack Trace:Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'java.lang.String java.lang.Throwable.getMessage()' on a null object referenceat io.intercom.android.sdk.api.ErrorStringExtractorKt.extractErrorString(ErrorStringExtractor.kt:16)...Root Cause Analysis:Upon decompiling the SDK's code, we've identified the root cause in the onResponse method of the setAuthTokens API call.In the onResponse method, when an API response is not successful (!response.isSuccessful()), an ErrorObject is created with a Throwable that is explicitly passed as null.ErrorObject errorObject = new ErrorObject((Throwable)null, response);This ErrorObject is then passed to extractErrorString, which, within its catch block (specifically when parsing the error JSON fails), attem

I'm upgrading to React Native 0.77.2 and using Intercom SDK version @intercom/intercom-react-native 8.5.0. While most features work correctly, the app freezes and crashes on iOS after I open an in-app Intercom message and tap either the close button or interact with a Reaction within the message. Reproduction Steps Launch the app on iOS. Trigger an in-app Intercom message. Tap the "Close" button or interact with a React component rendered within the message. App becomes unresponsive and eventually crashes (ANR).  Relevant Logs (Xcode + Sentry)  Sentry Breadcrumbs show lifecycle events for multiple Intercom-related view controllers: ICMNoteViewController ICMFullScreenInAppViewController ICMInAppHeaderViewController IntercomSDK_ITBBlockListViewController A user touch event was captured: [SentryBreadcrumb] category = touchmessage = closeview = <UIButton frame=(317 4; 44 44)> Multiple slow frame detections logged by SentryFramesTracker: [SentryFramesTrack

I know that you do not currently offer Automated reporting that users can subscribe to other than setting up the dataset exports to send daily.  Do you plan to add subscriptions for REPORTS so that we can receive them to our email?

Fatal Exception: java.lang.IllegalArgumentExceptionKey "" was already used. If you are using LazyColumn/Row please make sure you provide a unique key for each item. This is the crash, all I can see in firebase is that we have a screen viewed event for “firebase_screen_class: IntercomRootActivity” and then the crash. I’m on 17,1.0

HelloAfter upgrading my app to Expo SDK 53 (React Native 0.79), the iOS build fails when using @intercom/intercom-react-native.Error message:❌  (ios/Tikin/AppDelegate.swift:1:2)> 1 | #import <IntercomModule.h>    |  ^ no macro named 'import'  2 | import Expo  3 | import React  4 | import ReactAppDependencyProvider› 1 error(s), and 3 warning(s)This line appears in the generated AppDelegate.swift:#import <IntercomModule.h>But #import is not valid in Swift files — this causes the build to fail.Environment: Expo SDK: 53 React Native: 0.79 @intercom/intercom-react-native version: [insert version if known] Build: EAS Build for iOS It seems the native module is injecting Objective-C code (#import) into a Swift file. Is there an update or change needed for compatibility with SDK 53 and RN 0.79?