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How do I activate scheduled downloads to S3 for the following phone call metrics? Or can someone provide the formula to calculate call duration, call queue time, call talk time, and call answer time using the Fields gather from the conversation part API?

If we click to “Help” and select one of articles, we see in navigation bar only cross button on Android and if we click on it intercom will close. Also if we click to system back button on article screen intercom also will close. For example on iOS we have two navigation buttons on article screen, back button and close button.Is it possible to change the behavior for the cross button on Android so that it returns back to the article selection or add a back button like on iOS? 

Hello everyone, I’m Prakash Hinduja, a financial strategist based in Geneva, Switzerland. With a deep passion for the latest technologies and their potential to transform industries, I’m excited to join this group. I look forward to exchanging insights, learning from fellow members, and exploring how emerging tech can be harnessed to drive forward-thinking financial strategies. RegardsPrakash Hinduja Geneva, Switzerland 

Hello,We started to see a new crash in our production app since bumping the Android SDK to version 16.0.0. We've tried bumping it to 16.1.0 but still see this issue. It seems there's something missing in the layout of one of the in-app notification types which is causing this crash.Would you be able to take a look into this, please? Fatal Exception: java.lang.NullPointerException: Parameter specified as non-null is null: method io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView, parameter composeView at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView(InAppNotificationCard.kt:3) at io.intercom.android.sdk.overlay.ChatNotification.populateViewsWithData(ChatNotification.java:90) at io.intercom.android.sdk.overlay.ChatNotification.display(ChatNotification.java:64) at io.intercom.android.sdk.overlay.InAppNotificationPresenter.addNewNotifications(InAppNotificationPresen

Hey guys,I'm looking for a tool that will make it easier for me to collect, input and categorize user feedback. Currently I'm working with a dumb spreadsheet that is way too big to get useful insights out of.Do you know any tools or features that could help me?

Hi Intercom Developers,  I would like to report an issue of the Intercom notification on Android platform. The issue here is when the user receives the notification, it’s showing not only the new message but also the other past messages. Our app expect it to only show the new message. Could you guys please help take a look at this issue? Thank you so much.Here is our implementation, we’re using react native 0.76.5 and @intercom/intercom-react-native: ^8.1.0Please let me know if I can help you guys provide any further information

Release Date: 03-06-2025 📱 New Feature: Conversational Fin We’re making conversations more natural and reducing the need for escalations. More human, less rigid: We’ve removed quick reply buttons so Fin can respond fluidly—no decision trees, just natural conversation. Sources, now inline: Fin now includes source links directly in replies, so customers can verify info at a glance.

Hello!This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.But how do people tend to do this?Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?I’m uncertain atm the best approach within intercom.

I've been using AnalyticsForIntercom for months. Now they are down for several weeks. I only see 502 bad Gateway after a login attempt. Does anyone know what's going on? Can't even cancel my account there. And their customer support is not responding for days. Thanks

Hey everyone,I’m trying to set up a data pipeline between Intercom and Snowflake to get a complete view of customer interactions. The goal is to store and analyze support conversations, user activity, and response times alongside other customer data we already have in Snowflake.Right now, we’re manually exporting data, but it’s not scalable. Ideally, we’d like an automated integration that:Regularly syncs Intercom conversations and user attributes with Snowflake. Allows us to join Intercom data with sales and product usage metrics. Doesn’t require constant engineering maintenance.I know Intercom has an API, but building a custom pipeline seems like a big lift. Has anyone set up something similar? What tools or approaches worked best for you?

Hello,I’d like to create a custom data connector. In my business, we sell coding programs with different session dates, and I want users to be able to check upcoming sessions from our database.To retrieve the relevant sessions, I need to collect a few details from the user:- Program of interest- Format- Campus (we have up to 25 campuses)For the campus selection, I don’t want users to type manually — I’d like to display a list of available campuses they can simply click on.Is this possible with a data connector? I see that Fin supports data inputs like text, number, decimal, and boolean — but is there a way to present a list of options (e.g. dropdown or buttons) for users to choose from?Thanks in advance!

I have a problem where I’m using expo-splash-screen to show a splash screen while I do loading tasks before presenting the application. The problem is that when the app receives a push notification from Intercom and we open the app from that notification Intercom presents the chat UI before the splash screen has been dismissed and the app UI has been shown. I imagine this is happening because `intercom-ios` does the handling of its push notifications internally and has not knowledge of whether the app is “ready” or not. How can we fix this?

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

Hi everyone,I’m Ajay Hinduja from Geneva, Switzerland, can I use Intercom to manage and send email newsletters to my users?I’m considering using Intercom not just for support and messaging, but also for regular newsletters and updates. I'd really appreciate your suggestions or insights. RegardsAjay Hinduja Geneva, Switzerland

Hi! Evaluating Intercom now as a potential replacement for my previous support system. Setup has been great so far! However, I do see one potential showstopper in the Android SDK. When receiving a push notification it is possible to open the intercom messages directly from the notification, and then have a permanent “chat bubble” on the home screen. We are a very small team with a large userbase, and can’t have a direct line to support available on users home screens. Is there a way to disable this? I do want users to get notified when there is a new message, and it could be fine to open the messenger directly. However, to show a permanent chat bubble on the home screen is not something I am comfortable with. Can you disable this in some way?

Hi everyone,I'm Dario Schiraldi, CEO of Travel Works, based in Dubai. I’m currently exploring ways to enhance our travel platform with more dynamic features, and I'm looking into integrating APIs for flights, hotels, car rentals, and possibly experiences.I’d love to hear about your experiences—what worked, what didn’t, and any tips you can share. RegardsDario Schiraldi  

Are there any scripts available to migrate CDAs Tags Companies Contacts (Leads + Users) Events & Event Metadata and Articles from US to EU?

Hi. This is on both Android (1.16.0) and iOS (18.7.2). When I start a conversation with the AI chatbot and use one of our predefined quick replies I need to wait until the textfield appears and then send a new text message or send a GIF before the AI reacts to the first quick replie I sent. This feels like a bug in the implementation and of course the chat should start right away if the user uses the quick replie feature, 

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

We are utilising the 6.0.2 version of the capacitor-community/intercom package, which is using a 12.x version of the Intercom Android SDK internally.What seems to be happening is that when the plugin registers it is making an initial call to Intercom (probably for the reasons outlined in this thread: Our JS implementation code does not do anything until the user logs in. At which point we call `setUserHash` and `registerIdentifiedUser` respectively. We then have a button that launches the intercom bubble (displayMessenger).On a fresh install an Android 15 this works fine. We can login, click the button and intercom launches. On Android 16 it doesn’t. If you exit the app and restart it works fine from that point onwards.When monitoring the logs on the Android 16 device, with a release build, we get this error immediately upon app launch, before the user has a chance to interact (or even grant permissions for things like push notifications):Failed to register or update user: {"type":"err

Hi everyone, I’m a WFM employee assigned to a new client who’s using Intercom, and it’s my first time to use it. I am looking into building a payroll report, currently they pay the employees just based on how long they are logged in which I can easily find the report in intercom (Adherence Report), however, they wanted to change it and reference it with their schedules. The only way to do it is to use the Login/Logout report of each employee which shows what exact time an employee logged in/out. I can’t seem to find the report in intercom. Is there anyone here who happen to find that report and if you can share where in intercom can I get it?

Hi,It appears that the Intercom CDN links synced to Zendesk via the ticket integration have a short expiration period of under an hour. After expiration it is not possible to view the images in Zendesk directly.Is there a setting in Intercom to extend the expiration or is it possible to remove the expiration?Thanks!

This is specifically for the followup camera request (“<app> does not have access to your camera”) after declining the first camera request. From Apple:Guideline 5.1.1 - Legal - Privacy - Data Collection and StorageThe app encourages or directs users to allow the app to access the camera. Specifically, the app directs the user to grant permission in the following way(s):- A custom message asks users to reconsider their decision after they deny the permission request.Permission requests give users control of their personal information. It is important to respect their decision about how their data is used.Next StepsTo resolve this issue, please revise the permission request process in the app to not ask the user to reconsider denying permission.

Hello,It seems that the @intercom/intercom-react-native is not compatible with Expo SDK 53. it fails to build with the following error:> 1 | #import <IntercomModule.h> | ^ no macro named 'import' 2 | import Expo 3 | import FirebaseCore 4 | import ReactAre there any plans to support it?

Is there a way to automatically trigger a Slack notification whenever a new lead is captured in Intercom? I want my team to get instant alerts in a specific Slack channel whenever a lead submits a form or starts a conversation (Read More). Are there any built-in integrations or recommended workflows to achieve this?