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2188 Topics
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Tereza ZaloniNew Participant
asked in API & Webhooks
Data Accessibility Challenges: Custom Object Attributes

Hello everyone,Our team, operating within the travel industry, heavily rely on API calls to extract valuable insights from our database (e.g. departure dates, company codes, destinations etc.) wihin Intercom workflows. We then save this information as custom object attributes.This setup was designed to facilitate detailed data analysis of our workload while saving our team time by automating the input process for each request.However, to our surprise, custom object attributes are not accessible through search, reporting, or exporting functions within Intercom. As a result, despite the data residing in Intercom, our team still needs to manually input it into conversation and people data to make it available for reporting and exports.Recognizing the significance of this time-consuming process, we're actively seeking a solution to automate it.Is it feasible to complete conversation and people attributes via an API call (bypassing reference option), or are there alternative workarounds to

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mateusz.leszkiewicz
Intercom Team
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Mitali SaxenaNew Participant
asked in Apps & Integrations
Date and File Picker in Canvas Kit

Hi there,This is just to inquire about the support of date picker and uploading attachment in a custom application build using Canvas Kit.-Mitali

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mateusz.leszkiewicz
Intercom Team
Brian B11
Intercom Team
Brian B11Intercom Team
posted in Mobile SDKs
iOS SDK Release 17.1.0

Release Date: 16-05-2024 🐛 Bug Fixes * Fixes a layout issue with the Powered by Intercom link. Note This release contains some beta features.

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Brian B11
Intercom Team
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Tereza ZaloniNew Participant
posted in API & Webhooks
Data Accessibility Challenges: Custom Object Attributes

Hello everyone,Our team, operating within the travel industry, heavily rely on API calls to extract valuable insights from our database (e.g. departure dates, company codes, destinations etc.) wihin Intercom workflows. We then save this information as custom object attributes.This setup was designed to facilitate detailed data analysis of our workload while saving our team time by automating the input process for each request.However, to our surprise, custom object attributes are not accessible through search, reporting, or exporting functions within Intercom. As a result, despite the data residing in Intercom, our team still needs to manually input it into conversation and people data to make it available for reporting and exports.Recognizing the significance of this time-consuming process, we're actively seeking a solution to automate it.Is it feasible to complete conversation and people attributes via an API call (bypassing reference option), or are there alternative workarounds to

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Tereza ZaloniNew Participant
posted in API & Webhooks
Data Accessibility Challenges: Custom Object Attributes

Hello everyone,Our team, operating within the travel industry, heavily rely on API calls to extract valuable insights from our database (e.g. departure dates, company codes, destinations etc.) wihin Intercom workflows. We then save this information as custom object attributes.This setup was designed to facilitate detailed data analysis of our workload while saving our team time by automating the input process for each request.However, to our surprise, custom object attributes are not accessible through search, reporting, or exporting functions within Intercom. As a result, despite the data residing in Intercom, our team still needs to manually input it into conversation and people data to make it available for reporting and exports.Recognizing the significance of this time-consuming process, we're actively seeking a solution to automate it.Is it feasible to complete conversation and people attributes via an API call (bypassing reference option), or are there alternative workarounds to

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camille le lan-tosonNew Participant
asked in Mobile SDKs
RN 6.0.1 Crash

Hello our monitoring is reporting some crash errors on lastest RN package version 6.0.1:NSInternalInconsistencyException: Attempted to reload item identifier that does not exist in the snapshot: IntercomSDKPrivate.ConversationCollectionViewCellType.message(<ICMConversationPart: 0x10a8747b0>)iOS 16.6.1Will this be fixed in upcoming versions?

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Heather PConnector
asked in Reporting
Difference between "Team replied to" and "team currently assigned"?

I can’t find this in Intercom’s help center so figured I’d post here before reaching out to support. Does anyone know what the difference between “Team replied to” and “team currently assigned” is in the Conversation report? Screenshot below. 

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bernice
Expert User ✨
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Lisa B13New Participant
asked in Customer FAQ
How do you define "Last Seen"?

How do you define "Last Seen"?

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Brian B11
Intercom Team
Brian B11Intercom Team
posted in Mobile SDKs
iOS SDK Release 17.0.4

Release Date: 10-05-2024 🐛 Bug Fixes Fixed a crash that was affecting a small subset of users. ([ICMDataManager resetPresenceTimer]) Fixed some memory issues. Fixed some minor UI glitches. Fixed a crash that users were experiencing. ([ICMUserIdentity isEqual:])

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Brian B11
Intercom Team
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NrollNew Participant
asked in Apps & Integrations
Messenger not appearing on website. Error: The App ID in your code snippet has not been set.

Help please. I tried all the troubleshooting steps to make the messenger appear on our website’s contact page. But I always get the error: “The App ID in your code snippet has not been set. Launcher is disabled in settings or current page does not match display conditions.”It’s weird because the App ID is already in the script. Any way how to solve this?This is for website visitors without logins. I copied the code snippet for “website visitors without logins” from this page: https://app.intercom.com/a/apps/pkf1yel7/settings/installation-new over to the Webflow page before the </body> tag. Now I don’t know what else to do.

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jahanzaibNew Participant
asked in Customer FAQ
Intercom::ResourceNotFound Exception: Resource Not FounD

@Nathan Sudds @Milan anyone can help  me regarding this issue:  first of all I created the lead on the intercom just like that:lead = @intercom.contacts.create(args)it successfully created the lead on the intercom and after that I want to update the lead on the intercom just like lead = find_lead(my_args[:lead_id])company_name = registration_info.company_name || ""company_website = registration_info.company_url || "" lead.name = registration_info.full_name.to_slead.custom_attributes = {"Company Name": company_name, "Company Website": company_website }@intercom.contacts.save(lead)and I got the lead id but when I am going to execute this line @intercom.contacts.save(lead)it gives me this error:@intercom.contacts.save(lead)| *** Intercom::ResourceNotFound Exception: Resource Not Foundalthough I get the lead through postman using the lead id and I got the lead but this shows Resource not found.please help me to fixed it.Regards

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Milan
Top Expert ✨
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Ömer Gökçe TümerNew Participant
asked in API & Webhooks
Getting event when receiving proactive support message

Hello,we are trying to implement a custom launcher that uses intercom’s launcher inside of it as one of our options. Everything went smoothly until we saw that our proactive support messages were showing without our launcher noticing. We couldn’t find any event to get triggered in our code when the user receives a proactive support message. Is there any way of achieving this? we tried with the “onShow” event but that one only triggers when the intercom launcher is opened manually and not through a proactive support message.Thanks in advance!

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mateusz.leszkiewicz
Intercom Team
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Alejandro NarmonaConnector
asked in API & Webhooks
Workflow is not triggered when creating Messages/Conversations through the API

Hi All, I’ve a contact form on the web, and in Intercom we created a Email workflow, if some email is send to a email address we trigger the email workflow. So, I need to trigger that workflow when I POST  a Conversation o Message, with message_type = email. I’ve tried POST conversations, POST message, also set the from and to with valid contacts/users, the message/conversation is created but the workflow is not triggered. Any ideas?

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HalilNew Participant
asked in Settings, Security & Permissions
Personal data sent to third parties

 We've got penetration test results from a security team. Any solution to this security leak?

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ttbsrNew Participant
asked in Apps & Integrations
Integration with an external API

I am trying to integrate with an external API (ExtAPI) so that an agent can use an Inbox app to create data in it when in a conversation.The agent has a login (username/password) in the ExtAPI. There is a login endpoint in the ExtAPI that returns a token and id for them. The agent may occasionally need to re-login.I can’t work out how to allow the agent to be able to login into the ExtAPI and store the token and id in their session so that it will be passed in conversation details to the Inbox App. I presume I’ll need to create a login form but don’t know where to set/call this in Intercom.Any advice would be appreciated. 

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mateusz.leszkiewicz
Intercom Team
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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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Jacob Cox
Intercom Team
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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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Jacob Cox
Intercom Team
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Johan ONew Participant
asked in API & Webhooks
How do I trigger events on company level

Hi, I'm a little new to intercom but would like to work wtih it in a very technical automated way. We would like to be able to insert events that happen on the company level, and then trigger some emails / notifications to specific types of users (eg has ADMIN label) based on that event happening.  So for example:  Company onboards in our own system with a number of usersWe create the company entity in intercomWe create the user entities in intercom and associate them with the companyWe throw an event to intercom that the company "has_been_onboarded"Intercom rules pick up the event and send emails only to ADMIN users that welcomes them to our service So here the event is on the company level, but it should trigger an email to specific types of users within the company. Is this possible? A few quick tips & pointers would be really appreciated! /Johan

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Fabian DittrichNew Participant
asked in API & Webhooks
https://api.intercom.io/companies/list not working

Hi,  Using the “/companies” with scroll parameters works without problems. Somehow though I need a way to read companies starting with the most recently added, and it seems “companies/list” is the only way to do that.  No matter how I query “companies/list”, no matter what parameters I set for page, per_page and  order I always get this same error:{"type"=>"error.list", "request_id"=>"003kmpu8u10s0f0dgeb0", "errors"=>[{"code"=>"company_not_found", "message"=>"Company Not Found"}]} Can you advise?

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mateusz.leszkiewicz
Intercom Team
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thisisntjonNew Participant
asked in API & Webhooks
Help Setting Up SMS Alerts for VIP Calls Using Intercom

Hello,I’m trying to set up an SMS alert system in Intercom for when a VIP customer calls in. The plan is to use the phone workflow to trigger an API call, which then triggers an event. This event should prompt an SMS to be sent to a specific segment of our team.I've been attempting to use "Last contacted" for the created_at field and "Contact ID" for user_id in my API setup, but I keep encountering JSON format errors. If anyone has experience with setting up similar workflows or can offer insights into what might be going wrong, I'd greatly appreciate your help. Also, if there's a different approach that could achieve the same outcome, I’m open to suggestions!Thanks in advance for your assistance!

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mateusz.leszkiewicz
Intercom Team
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Eduardo MNew Participant
asked in Apps & Integrations
Configure an Oauth App's Canvas Kit Messenger Webhook URL dynamically

We have created an intercom Oauth app (Statuspal.io) and is working well so far, but we have now introduced a new region of servers (EU) which have a different domain statuspal.eu instead of statuspal.io, however in the Intercom app settings (Canvas Kit > Messenger) it only allows for one flow of URLs, where we already have statuspal.io. Is there a way to add a new flow of URLs (statuspal.eu)? or perhaps make the domain dynamic so to write the URLs like "{host}/api/v1/intercom/initialize"? Or should we just create a new Intercom app altogether, this one seems weird to me, as we'd have multiple apps listed in the store differing only on which region they are for.

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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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Jacob Cox
Intercom Team
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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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Jacob Cox
Intercom Team
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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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Jacob Cox
Intercom Team
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AdrielNew Participant
asked in Mobile SDKs
io.intercom.android.sdk.survey.block.AttachmentBlockKt.VideoAttachmentBlock

io.intercom.android.sdk.survey.block.AttachmentBlockKt.VideoAttachmentBlockThis strange error apeared to a single user 3 times on my app, i wonder what could it beMy app runs in Flutter, android version, The SDK version is intercom_flutter: ^8.0.3here the error stack:Fatal Exception: java.lang.NoSuchMethodError: No virtual method at(Ljava/lang/Object;I)Lt/q0$a; in class Lt/q0$b; or its super classes (declaration of 't.q0$b' appears in base.apk)       at androidx.compose.material3.ProgressIndicatorKt$CircularProgressIndicator$endAngle$1.invoke(ProgressIndicator.kt:16)       at androidx.compose.material3.ProgressIndicatorKt$CircularProgressIndicator$endAngle$1.invoke(ProgressIndicator.kt:2)       at androidx.compose.animation.core.AnimationSpecKt.keyframes(AnimationSpec.kt:7)       at androidx.compose.material3.ProgressIndicatorKt.CircularProgressIndicator-LxG7B9w(ProgressIndicator.kt:448)       at io.intercom.android.sdk.survey.block.AttachmentBlockKt.VideoAttachmentBlock(:513)       at

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Jacob Cox
Intercom Team
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