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User1449New Participant
asked in Mobile SDKs
Error when show the Acute Feedback in mobile

I setup and added Acute Feedback on my Intercom project as above image. But in Mobile app that using Android SDK 15.1.6, the Acute Feedback button is invisible.Could you please help me check this problem? How can I fix it? Thank you

171
Eden
Employee
1 year ago
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david meakinActive User
asked in Reporting
Report on tickets in progress

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.

742
D
1 year ago
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Tom DorozenkoNew Participant
asked in Mobile SDKs
React native push notification on iOS simulator.

Do push notification work on a iOS simulator? I have not been able to receive one despite going through at the steps required to setup push notification for  a React Native iOS app. 

1252
Racheal
Intercom Team
1 year ago
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User2554New Participant
asked in Apps & Integrations
Send country, state, and city information to salesforce

Intercom only sends country (example united states) but not city or state (Los Angeles, California information back to salesforce. Is there a reason the integration functions this way? Is this an unfinished intergation?  Intercom What gets pushed to salesforce

643
J
1 year ago
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EngineeringConnector
asked in Mobile SDKs
Persistent iOS SDK 15.1.4 Crashes

We’re seeing a LOT of crashes with iOS SDK as of late and even after upgrading to the latest iOS SDK of 15.1.4Main three for sure are the following areas:IntercomColors.accessibleActionColor.getter IntercomSDK_IntercomNexusSocket resetConnectionTimeout outlined init with copy of (String, Any)Seeing about 100+ of these a week from our users.I can’t attach the logs as the question won’t post if I do. But I have a lot that I can supply.

901
Jacob Cox
Intercom Team
1 year ago
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AeronNew Participant
asked in API & Webhooks
First seen field is populated when a creator is populated by API - nullable?

Previously, User contacts were only created in Intercom when they first logged into our platform. Because of this, we could treat the First Seen field as a reliable indicator of the first time a user actually logged in. Knowing the time between “signed_up_at” (i.e. user provisioning) and “First Seen”(i.e. user login) is very useful. We are making some changes which means we will pre-create users in Intercom via API when their accounts are provisioned. Users created via API have First Seen automatically populated as the time they are created in Intercom. Is there a way to null this field, or otherwise reset/overwrite/etc? I guessed at “first_seen_at” as the field name since it’s not listed in the docs. Anyone else have this issue or solved it a different way?

931
Jacob Cox
Intercom Team
1 year ago
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Raymond LeeNew Participant
asked in Apps & Integrations
How to set up in tag manager to keep track who provided the email address in chat box then pass to GA/Adwords as conversion.

Hi,We are upgraded to GA4 and the site already captures data in GA4, we would like to set up the tag manager to capture the INTERCOM event like someone “provided email address” on the chat will treat as one conversion and would track that in Google Analytic and also pass to Google Adwords as successful conversion.I go through the articles about setting up tag manager in GA4 and am still a bit confused, I only need to keep track of the event of “provided email address”Does anyone have better instructions on this matter?Thanks,  

591
Jacob Cox
Intercom Team
1 year ago
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Tom DorozenkoNew Participant
asked in Mobile SDKs
Push notification React Native Android build failing

I’ve followed the react native android push notification setup (https://developers.intercom.com/installing-intercom/docs/react-native-push-notifications) however I am receiving the following build error when building my app.  android:exported needs to be explicitly specified for element <service#<<my package name>>.MainNotificationService>. Apps targeting Android 12 and higher are required to specify an explicit value for `android:exported` when the corresponding component has an intent filter defined.Has anyone experienced this and what is the fix?

3271
Jacob Cox
Intercom Team
1 year ago
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Jeff H12Connector
asked in Apps & Integrations
Has anyone attempted a more advanced Salesforce integration?

How have you gone about it? We are currently using Salesforce Service Cloud as our primary Support ticketing solution and have tried Intercom's out of the box integration. However, its hard to get chat transcripts to sync properly to the CASE opposed to being a task with a CONTACT. Eventually, we would like to use Intercom as an interface for customers to easily create cases on their own, as an alternative to Custom/Resolution bots and Chat based triage - which right now is very manual (as Cases are created from the Inbox by an Employee). Also, we are looking into building out some webhooks to sync Account based details more easily, as the User centric model doesn't work well for our B2B product. Anyone in the same boat, that may have similar use cases, that have built out a solution? Curious to hear from others.

63814
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1 year ago
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david meakinActive User
asked in Apps & Integrations
JIRA - Intercom connection

Hi i was just trying to connect a jira project to intercom as we have done with some other projects and i got this message :has anyone seen this before and managed to resolve it? i have jira cloud installed and like i mentioned we have done this with other projects in jira. Authentication is already verified.  

792
C
Intercom Team
1 year ago
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Nayla FerreiraNew Participant
asked in Settings, Security & Permissions
Intercom Support - I'm not receiving answer

Hello,Has anyone else noticed that the support replies are taking longer than a business day, or is it just me?I've been trying to deactivate a trial, but I haven't received a response since last week. Additionally, there doesn't seem to be a way to cancel using the platform itself.Could someone provide assistance?Thank you very much,

342
N
1 year ago
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MonishActive User
asked in Apps & Integrations
Unable to sync intercom with salesforce record id/account id

Intercom is telling us that they dont support a sync using salesforce’s default record ID! How does everyone else work around this severe limitation? I cant imagine changing our business processes and adding a new unique field just to get data synced. Adding a new unique field is not a big thing but we would have to change our sales processes to now update a field upon account creation :( 

1134
I
1 year ago
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Team ArboxNew Participant
asked in Reporting
Daily email - Tickets summary

Could you provide me with a daily email summary of my support team tickets count and main topics? 

631
Larissa Alberti
Intercom Team
1 year ago
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SelvamConnector
asked in Intercom Community
Time Zone-Based Routing Issue Impacting Customer Access

Hi,We are currently facing a significant issue related to time zone discrepancies that is affecting customer access to our contact center services.Our contact center is based in Melbourne, with operational hours set from 9:00 AM to 7:00 PM local Melbourne time. However, due to the diverse time zones across Australia, customers from different regions, such as Perth, are encountering difficulties reaching us at suitable times. The time difference between Melbourne and Perth is approximately 2 hours.To enhance customer experience, we urgently need a solution for dynamically routing customer interactions based on their local time and our operational hours. This issue significantly affects our ability to deliver efficient customer service to clients across Australia.Your assistance in addressing this matter promptly is greatly appreciated.

732
S
1 year ago
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User2215New Participant
asked in Apps & Integrations
Where is the authorization header for Intercom's webhooks?

I need to setup the Intercom webhook to an external endpoint. But the external endpoint needs an authorization header. I could not find the HTTP header fields in Intercom's webhook configuration. ​https://www.rfc-editor.org/rfc/rfc6750#section-5 "Don't pass bearer tokens in page URLs: Bearer tokens SHOULD NOT be passed in page URLs (for example, as query string parameters). Instead, bearer tokens SHOULD be passed in HTTP message headers or message bodies for which confidentiality measures are taken. Browsers, web servers, and other software may not adequately secure URLs in the browser history, web server logs, and other data structures. If bearer tokens are passed in page URLs, attackers might be able to steal them from the history data, logs, or other unsecured locations."

3884
K
1 year ago
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Steve ErvinNew Participant
asked in Reporting
Excluding internal users and test accounts

Hi all,What strategies are people using to remove internal users and test accounts from items like performance reports, success metrics etc?Thanks,Steve

2792
Milan
Expert User ✨
1 year ago
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Ofir KachlonNew Participant
asked in Apps & Integrations
Custom Action: Error occurred validating request values Salesforce API

I have custom action to open a case in salesforce. when I’m testing it in setup it works properly, when I’m sending the same values in postman it works properly. but in live chat I’m getting” Error occurred validating request values” Endpoint: https://mydomain.my.salesforce.com/services/data/v57.0/sobjects/Case/Any ideas? 

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Milan
Expert User ✨
1 year ago
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Edusson DevNew Participant
asked in API & Webhooks
Disable the message sound when hide_default_launcher: true

Hello!I hide my Intercom widget on some pages of the app using Intercom('update', {hide_default_launcher: true});.The problem is that the user still hears messages sound even when the chat is hidden.Is there any way to mute the chat?Or any other methods to hide chat completely, including the sound? 

1002
E
1 year ago
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Emil HNew Participant
asked in Settings, Security & Permissions
Better SSO

Curious if anyone’s had good luck with a better SSO implementation & intercom? 

13591
Racheal
Intercom Team
1 year ago
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ValterNew Participant
asked in API & Webhooks
Error "Query body must contain a query hash" when searching conversations

Hi, I’m trying to use a snippet code i got from your developer party, to search conversations between two epochs. The codes runs without a problem on your platform, but when I use it in google scripts I get the response:{"code":"invalid_query","message":"Query body must contain a query hash"} I guess it is related to the JSON payload, though the string seems to be ok.I was able to work with the API without any problem, when I don’t send a body, but I always get the error whenever I include a body.Any clue?  const str = JSON.stringify({ query: { value: [ {field: 'created_at', operator: '>', value: '1690081199'}, {field: 'created_at', operator: '<', value: '1690167601'} ], operator: 'AND' } }); const options = { method: 'POST', headers: { accept: 'application/json', 'content-type': 'application/json', authorization: 'Bearer XXXXXXXXXXXXXXXXXXXXXX' }, body: str }; const response = UrlFetchApp.fetch('ht

1093
V
1 year ago
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VirenNew Participant
asked in Apps & Integrations
iOS - Use of undeclared identifier 'IntercomModule'

Hey, I'm getting the following build error trying to integrate the React Native SDK with iOS builds. Android build works fine. I have tried the both ways (Automatic & Manual) of installation the sdk.Intercom package version : 5.2.0X-Code - 14.2React-Native Version: 0.66.4Node : 14.17.0

7244
V
1 year ago
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Martin Hochenwarter
asked in Mobile SDKs
React Native Intercom.displayMessenger API

After upgrading from an older Intercom React Native version to the latest version (see details below) we’re no longer able to use the Intercom.displayMessenger() API to open the message composer with the logic mentioned in the docs here, which says:Then we’ll ensure the Messenger opens in the best place for each user.For example:If a user has one unread conversation, we open that conversation. If a user has no conversations, we open the composer. If a user has more than one unread conversation, we open the conversations list. If a user has no unread conversations, we open the last screen they were on when they closed it.The docs still mention the Intercom.displayMessenger() API, but according to comments in the code it’s deprecated and will be removed in the future. Currently calling the function seems to simply do the same as the Intercom.present() API. Our customer support team really likes the old Intercom.displayMessenger() UX and messenger display logic and would prefer to keep it

4801
Racheal
Intercom Team
1 year ago
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Mike PauerNew Participant
asked in Apps & Integrations
Identity Verification on both private and public sites

We are looking at adding identity verification to stop user spoofing on our mobile app and private sites. However we also use intercom on our public pages that have no userid or email as there is no logins. How do we handle this to allow conversations to be opened once Identity Verification is on, but there is no user/email to create a hash for?

1231
Racheal
Intercom Team
1 year ago
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express-tomNew Participant
asked in Apps & Integrations
Can not install apps on test environment

Hi, am currently struggling to add the Octopods Omnichannel app  to our test environment. We worked on prod up to the go live and now we set up the test environment but a few other apps also do not have the install now button in the app store. can anyone tell me why or how to install them?

361
Eden
Employee
1 year ago
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ssyam011New Participant
asked in API & Webhooks
Canvas Kt Initiate Screen Issue

We’re trying out the canvas app. When we pass the header and text components, the Canvas is loading correctly in the Inbox.This is the request body: {    "canvas": {        "content": {            "components": [{                "type": "text",                "text": "Create Case in SF",                "style": "header",                "label": "sf create case",                "align": "center"            }, {                "type": "text",                "text": "his is a text component."            }]        }    }}But, when we try to add a button as well, along with the text components, it is showing an error.{    "canvas": {        "content": {            "components": [{                "type": "text",                "text": "Create Case in SF",                "style": "header",                "label": "sf create case",                "align": "center"            }, {                "type": "text",                "text": "his is a text component."            }, {                "ty

283
S
1 year ago
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