Popular Topics

We’re hoping to gain insight into how other customers are forecasting handle time, particularly when using Intercom data. We've noticed discrepancies in the handle time metrics reported by Intercom that don’t align with the structure of our operations.Typically, I export the raw data and filter out outliers manually. However, we continue to see a significant number of conversations with unusually long handle times that lack a clear explanation. This inconsistency makes it difficult to trust the accuracy of the reports.We’re looking for a better approach—either a clearer understanding of how Intercom calculates handle time behind the scenes, or alternative methods for forecasting handle time more reliably using Intercom data.Thank you in advance for any guidance or shared experiences!

Hi,I am trying to use Custom Objects to show the orders of a users that message us, either through email or whatsapp. I created the custom object Order with the relevant attributes. I then created an external reference in People and Conversations, referencing Order via a one to many relationship. Then I created a webhook that triggers when a conversation is created or a reply is given. The webhook calls a service that posts to /custom_object_instances/OrderWe post an external_id and custom_attributes according to https://developers.intercom.com/docs/references/rest-api/api.intercom.io/custom-object-instances/createcustomobjectinstances -d '{ "external_id": "123", "external_created_at": 1392036272, "external_updated_at": 1392036272

Hi everyone 👋We’re building a Canvas App Sheet for a live Intercom Messenger integration. Our goal is to let logged-in users view and update profile data — specifically values like First Name, Last Name, Primary Chapter, and SpotMe_Id — all of which are being passed into Intercom via a custom embed snippet.✅ These custom attributes show correctly on the user profile inside Intercom.🚫 But when the Canvas App loads via /sheet, the contact.custom_attributes payload does not include these fields (we checked with full logging of req.body). We tried accessing them via: jsconst contact = req.body.contact || req.body.context?.contact || {}; const attrs = contact.custom_attributes || {}; Even though we can see the correct attributes in Intercom, attrs only contains empty/default values

We’re looking for a way to mass import our knowledge base articles from Zoho Desk into Intercom. What’s the best way to accomplish this? 

Hello everyone, I encountered a strange issue while testing user flows for a mobile video editor, similar to the capcut apk tools I've been using. sometimes it takes a long time for the Intercom widget to appear when the app loads larger media files, or it appears after everything else has finished loading.Has anyone else observed that Intercom behaves strangely when handling large files or a lot of ui changes? Is there a better way to queue events to ensure smooth operation, or do you think this is just a performance hiccup? I'd be interested in learning how others have dealt with it.

We’re Intercom customers and we need to build a variation of the checklist on our own page, not inside the Messenger widget. I assumed the most obvious solution would be to consume an API that returns these checklists, similar to how it works with articles. Do we have anything like that? I couldn’t find it in the documentation.This is very important for us!

We are experiencing an issue with the Intercom Android Mobile SDK. The issue is that the in-app message notifications appear underneath the navigation bar at the bottom of the screen, as opposed to sitting directly above the navigation icons.Our app currently uses the SDK version 17.1.1 – however we have been able to reproduce the issue even on the latest version of the SDK (17.3.0). The release notes for 17.2.0 indicate the issue was resolved.  Upon further investigation, it appears the issue stems from the fact our app still uses AppCompatActivity as our base

Hello!Has anyone run into this error when using the Intercom Expo plugin (@intercom/intercom-react-native@9.1.1) with an app.config.ts setup?PluginError: Package "@intercom/intercom-react-native" does not contain a valid config plugin.Learn more: https://docs.expo.dev/guides/config-plugins/#creating-a-pluginUnexpected token 'typeof'SyntaxError: Unexpected token 'typeof' at compileSourceTextModule (node:internal/modules/esm/utils:344:16) at ModuleLoader.moduleStrategy (node:internal/modules/esm/translators:105:18) at ModuleLoader.#translate (node:internal/modules/esm/loader:534:12)Not sure if this is an issue with the way the plugin is authored or how Expo expects config plugins to behave in a .ts setup.Would appreciate any insight or workarounds others may have found!

Hello there!I’m looking for a to conduct quality assurance on the back-office ticket submission process and track the responsible parties for each ticket. Is there a way to generate a report that captures that info? Currently, we have a boolean attribute that we can toggle, however, we can’t filter through it by the person who submitted it. Any help is greatly appreciated! 

Hi!We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox: It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.Any help would be so appreciated! Thanks

Scribe tutorial videos are very helpful for customers.  We would like to embed in Intercom using iframe.  Is this something product is considering, or may have already implemented?

We’re unable to safely download the Intercom iOS SDK to build with our application using Swift Package Manager. Adding the Intercom Package to our project on a clean SPM cache returns the following error:checksum of downloaded artifact of binary target 'Intercom' (83f26a63832df968d0279ecdd03d8e5039ebf9bb91a9e0b1783cf184101c5a82) does not match checksum specified by the manifest (b87d95eabe645523f417b9051c20151ca7720c93116b163435c2ce1e87aa65ac)fatalError There is a ‘patch’ raised by someone on a fork of the project, but as this is not an official fix by Intercom we do not consider this a safe approach to include your SDKThis looks very similar to an issue on your forum that was raised (and fixed) last year: 

👋 Hi everyone! Karla here from the Technical Support Engineering team. Today, we’re diving into how to use Custom Actions and Custom Objects to reference People data — the kind of data that sticks with your users across multiple conversations. We’ll walk through setting up a Prescription Tracker workflow — a simple example that shows how to store and display data for each user inside Intercom Messenger. Let’s start with the why. Imagine you’re tracking prescriptions for your customers. If a user chats today about Tylenol, you’d want that stored on their profile. Then, if they return next week about Ibuprofen, that data should build on top of their record — not replace it. That’s what People data does: it acts like a long-term memory for your users. Each conv

 Issue DescriptionWe're experiencing signal handler conflicts between Firebase Crashlytics and Intercom SDK in our app. During app initialization, we see multiple warnings in the console:[Crashlytics] The signal SIGABRT has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGBUS has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGFPE has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGILL has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSEGV has a non-Crashlytics handler (IntercomSDK_sentrycrashcm_signal_getAPI). This will interfere with reporting.[Crashlytics] The signal SIGSYS has a non-Cra

GET https://js.intercomcdn.com/vendor-modern.1ffdfa4a.js net::ERR_SSL_PROTOCOL_ERROR GET https://js.intercomcdn.com/frame-modern.f3182eef.js net::ERR_SSL_PROTOCOL_ERRORPlease let us know if you need more details

Hi, We are looking to make our Help Center articles mostly limited to just users. We have SSO setup with Entra/Azure and that works fine for access to the backend. Is there a way to leverage Microsoft for access to the Help Center articles so only users that are part of that group can access the articles as well?Thank you!  

Hi Intercom Team,After updating our app to Intercom iOS SDK 19.3.2, several developers on our team have encountered issues where Swift methods (e.g. loginUser(with:), logout(), etc.) are no longer properly inferred or recognized by the compiler.Details Integration: Swift Package Manager (official intercom-ios-sp repo) Project Type: Pure Swift (no Objective-C bridging) Issue:  Xcode only exposes the Objective-C versions of the APIs (e.g. loginUserWithUserAttributes:success:failure:). Error Messages: “Cannot infer type of function call” “No exact matches in call to function 'loginUser'” Troubleshooting Tried Cleared DerivedData and SPM caches

When updating to io.intercom.android:intercom-sdk version 17.2.0If R8/Proguard is enabled the following error occurs on the build:Missing class lombok.Generated (referenced from: io.ably.lib.network.HttpBody io.ably.lib.network.HttpResponse$HttpResponseBuilder.body and 94 other contexts) This does not happen on version 17.1.1  It looks like maybe something changed in the build but didn’t include a rule in it’s consumer-rules.pro?  gemini says: -dontwarn lombok.** may fix it?

I’m working on an email reply automation tool using the Intercom REST API. I’m trying to retrieve the email history — the quoted text that appears collapsed behind the three dots (“…”) when a customer replies to an outbound email we’ve sent them. Three dots for expanding email historyFrom inspecting the network traffic, I can see that this data is retrieved via a private Ember API endpoint:curl 'https://app.intercom.com/ember/inbox/email_history?metadata_id=XXXXXXXXX&app_id=yyyyyyy Is there an equivalent method in the public REST API to access this email history or quoted content?I’ve already tried GET /conversations/{conversation_id}, but the response only includes the conversation parts - it doesn’t contain the quoted email thread

Hi Intercom team, we receive several errors after trying to login a user with attributes using react-native sdk.We check if the user is logged in before making a Intercom.loginUserWithUserAttributes call.A short stack-trace for the error we receive: code: 102,domain: io.intercom.ios.error.network,message: Error in loginUserWithUserAttributes,name: Error,NSLocalizedDescription: HTTP Error: 400 bad requestWe send email and userId to the method call, like this: Intercom.loginUserWithUserAttributes({ email, userId }) Could you help us understand why we still get an error, I’ve run a console.log for both email and userId and both seem legit.

We are trying to use official @intercom/messenger-js-sdk with our react app.https://www.npmjs.com/package/@intercom/messenger-js-sdkWe are calling Intercom instance in our App component Intercom({ app_id: ..., });and then updating user info when user data is available using following functions:import { boot, shutdown, update } from "@intercom/messenger-js-sdk"; when there is no user data we are calling boot with only id,boot({    "app_id": "...",})and if there is user data, we are passing required properties to boot functionboot({    "app_id": "...",    "user_id": "...",    "name": "...",    "email": "...@......",    "created_at": ....,}) 

Hi,I’ve found an issue with the in-app message preview on Android where the actual message content is not visible, I assume because the text color matches the background color.You can see this issue replicated in your expo-example app from https://github.com/intercom/intercom-react-native/tree/main/examples/expo-example in the screenshot below.I can’t find anything obvious on the Native Android app settings that is causing this issue, so perhaps there is a styling issue in the Intercom SDK?Thanks for your help  

Hey! I’m facing an issue with intercom-sdk version 17.2.0.The in-app message doesn’t display any message text when it’s a new message in an existing conversation. I’ve attached a Layout Inspector screenshot for more details.Compose version in the app: composeBom = "2025.09.01"  At the same time, if you start a new conversation from the Intercom web interface, the very first message is visible in the app — but from the second message onward, it disappears again.

I am using Intercom.presentMessageComposer(initialMessage) to show Intercom with a pre-filled message in my React Native app like this:await Intercom.presentMessageComposer(‘An initial message.’);I’m using this version: "@intercom/intercom-react-native": "^9.3.2"This launches the Intercom messenger on iOS with pre-filled message.On Android, this launches the Intercom messenger but there’s no pre-filled message. Also the message input is not visible on Android.Is this an expected behavior on Android or is it a bug?

We are experiencing a critical issue with Intercom integration in our web application.After a user logs in without a full page reload, the Intercom widget appears and lists existing conversations. However:- Existing conversations cannot be opened- Creating a new message often fails- Network tab shows intermittent 403 Forbidden errors with the message: “App suspended”- - Specifically on requests to: POST /messenger/web/conversations/:idIf the user reloads the page after login, everything works as expected:- Conversations open normally- New messages are sent successfullyContext:- We are using the react-use-intercom package for frontend integration.- The app performs a soft reboot after login (without reloading the browser tab). Call shutdown and boot with intercomUserJwt then- When I had this issue it was always because the app_id passed was 'undefined'