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2188 Topics
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OllieDolanNew Participant
asked in API & Webhooks
Best way to collect Customer Satisfaction?

Hi, Im currently collecting customer satisfaction by querying all the individual conversations and making the calculation myself. It would be nice if there was direct access to pull the customer satisfaction report, but besides that the issue with pulling individual conversations is that if a users account is deleted their conversation is too, preventing me from getting perfectly accurate results. The question is, whats the best way for me to pull customer satisfaction then if i cant rely on pulling individual conversations? 

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Jacob Cox
Intercom Team
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Aleksandr AnosovNew Participant
asked in Mobile SDKs
iOS SDK 16.5.5 crash on startup NSInvalidArgumentException +[ICMBridge startMonitoringCrashes]: unrecognized selector sent to class 0x10748b618

iOS SDK version 16.5.5Crash on startup with the message:NSInvalidArgumentException +[ICMBridge startMonitoringCrashes]: unrecognized selector sent to class 0x10748b618We’re unable to reproduce this issue, but we see in Crashlytics that 2% of our users experience this issue.

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TechNew Participant
asked in Mobile SDKs
Can't send photos in Cordova SDK

My users are reporting that is not possible to send photos. I tried giving all permissions, but still not work. I saw this response:But my question is if Cordova is no longer supported by Intercom. Or how to enable that photopicker in Cordova SDK 

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mateusz.leszkiewicz
Intercom Team
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Filipe FernandesConnector
asked in Mobile SDKs
iOS (React native) Intercom crash, conflict with sentry?

App is crashing on startup with the following error: [ICMBridge startMonitoringCrashes]: unrecognized selector sent to class 0x104edb618I’ve tried, reseting cache etc, it fails even on clean CI builds.RN intercom version: 6.4.0 (latest)I tried manually upgrading the iOS sdk (on the rn podspec) to 16.5.5 but same result.If I downgrade to latest 5.x it works, and no logs are output as expected, so seems to be that Intercom is now using sentry, but it conflicts with the version we use.Please provide the Sentry version used, atleast as a quick fix, or make it a dependency of the native iOS podspec objc[56543]: Class SentrySwiftAsyncIntegration is implemented in both /private/var/containers/Bundle/Application/85C2B49D-90F0-4323-B115-A5533DE1419F/[Redacted].app/Frameworks/Intercom.framework/Intercom (0x104ed7de0) and /private/var/containers/Bundle/Application/85C2B49D-90F0-4323-B115-A5533DE1419F/[Redacted].app/[Redacted] (0x101b45590). One of the two will be used. Which one is undefined.objc

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Cory BActive User
asked in Apps & Integrations
Does the new inbox no longer support markdown when creating via API?

We have an integration that posts private notes. After migrating to the new inbox, the markdown isn't formatting. Does Intercom plan to support markdown, or do we need to switch to HTML?

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User1873New Participant
asked in Mobile SDKs
Loading of Intercom SDK via Swift Package Manager takes very long on CI

Hi everyone, since SPM loads a full mirror of the repository it needs to fetch ~1.5GB of data before a build can start. On a developer machine I don't care to much about that. A lot of it is cached, so its not like I have to pull the repo every time.​BUT:​The loading of the Intercom SDK SPM on our CI takes a very long time, since it needs to pull a fresh repo mirror everytime it runs. By far the most time of any of our packages which we load. And since we pay per minute this really increases our costs. Other SDKs like Stripe (https://github.com/stripe/stripe-ios-spm and Klarna (https://github.com/klarna/klarna-mobile-sdk-spm have created lightweight mirrors of the SDK that just contain the Sources and Binaries in tagged releases. Would this be a something you could consider?​This would save us a lot of time and money during our CI runtime.

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Jacob Cox
Intercom Team
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Alex ZahariaNew Participant
posted in Apps & Integrations
Using custom actions to GET Salesforce data from a Salesforce custom object

Hi! I’ve been trying to use a GET method in a custom action to bring in values in the Intercom People object for an attribute from a Salesforce custom object but can’t seem to find documentation on this. Is there any documentation that I might explore to make this work?Thanks for the help!

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Jacob Cox
Intercom Team
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mbuitNew Participant
asked in Messenger Security
Unlogged users can use intercom functionality with Identity verification turned on

Hi,We have been using Intercom for quite some while and with ID verification turned on, the intercom functionality wont work for users without an account. If the user has an account and logs in it works like a charm (user_hash is set for both IOS and ANDROID and that works without a flaw). When logout again and pressing the chat bubble, the intercom messenger does pop up but said something’s gone wrong and returns this error:[Intercom] ERROR - Tried to fetch composer suggestions but there was a network error (401) - Failed Identity Verification check This also happens when the app starts up and you are not logged in and have not recently logged out.Which is strange as the function used is Intercom.loginUnidentiefiedUser() (if this function is not relevant for ID verification than what is the alternative?)When ID verification is turned off again all functionalities work perfect (both for logged in and unregistered users) "react": "17.0.2","react-native": "0.68.5","@intercom/intercom-rea

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Roman KamyshnikovConnector
asked in Mobile SDKs
Android SDK crash on Android 14

Hi!We’ve started seeing crashed on the Intercom version 15.4.0 on an Android 14 device (SM-S918B). We’re updating to the latest 15.5.0 version of the Intercom SDK, but it’s release notes don’t mention if this is fixed there or not.I’m attaching the exception’s stacktrace below, please let me know if you need any additional information. java.lang.IllegalArgumentException: Targeting U+ (version 34 and above) disallows creating or retrieving a PendingIntent with FLAG_MUTABLE, an implicit Intent within and without FLAG_NO_CREATE and FLAG_ALLOW_UNSAFE_IMPLICIT_INTENT for security reasons. To retrieve an already existing PendingIntent, use FLAG_NO_CREATE, however, to create a new PendingIntent with an implicit Intent use FLAG_IMMUTABLE. at android.os.Parcel.createExceptionOrNull(Parcel.java:3073) at android.os.Parcel.createException(Parcel.java:3053) at android.os.Parcel.readException(Parcel.java:3036) at android.os.Parcel.readException(Parcel.java:2978) at android.app.IActivi

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AugustinNew Participant
asked in Mobile SDKs
[Android] Android Sdk Crash on version 15.6.0 on new feature take a photo

Using latest version of sdk 15.6.0, there is a crash by clicking on the new button Take a photo in the message redaction.The device is on Android 14, here is the stack trace. Fatal Exception: java.lang.SecurityException: Permission Denial: starting Intent { act=android.media.action.IMAGE_CAPTURE flg=0x3 cmp=com.google.android.GoogleCamera/com.android.camera.activity.CaptureActivity clip={text/uri-list hasLabel(0) {U(content)}} (has extras) } from ProcessRecord{31fdd92 30802:com.kiplin.app.staging/u0a483} (pid=30802, uid=10483) with revoked permission android.permission.CAMERA at android.os.Parcel.createExceptionOrNull(Parcel.java:3057) at android.os.Parcel.createException(Parcel.java:3041) at android.os.Parcel.readException(Parcel.java:3024) at android.os.Parcel.readException(Parcel.java:2966) at android.app.IActivityTaskManager$Stub$Proxy.startActivity(IActivityTaskManager.java:2086) at android.app.Instrumentation.execStartActivity(Instrumentation.j

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aykut.aydin
Employee
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Blake WeissmanNew Participant
asked in Reporting
When I try to link another article, it reports "not found"

Hi Intercom team, When I try to link another article, instead of attaching the article (which is in draft mode), Intercom responds back with “not found”.How can I fix this or is it a bug within the system? Thanks,Blake 

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aykut.aydin
Employee
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marcosNew Participant
asked in Mobile SDKs
React Native Initialization / Retrieving API Keys

Hello, is the only current way of initializing Intercom still through the native codes of both Android and IOS?If so, how would you suggest retrieving the API Keys for them? We currently use AWS Secrets Manager but I’m not exactly sure how to retrieve it inside the native codes of Android and IOS or if that would even work.Having another way of initializing Intercom would be great, if not, how would you suggest doing that? Is there a recommended way from the Intercom team?Exposing the API Keys and APP ID doesn’t seem like a good idea

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Intercom Team
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Venkat NarasimhanNew Participant
asked in API & Webhooks
Search ticket by title (Multiple words)

As an example, I want to search for all tickets which have the text “high priority” in the title (The words must appear together in the title)I am unable to figure out how to do this.

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mateusz.leszkiewicz
Intercom Team
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KirillNew Participant
asked in API & Webhooks
API -> Untag multiple contacts

Hello,I’ve been successfully using the Intercom API to tag multiple contacts at once using the /tags endpoint. However, I’m now facing a challenge: I need to remove tags from multiple contacts, but I can’t find a straightforward solution in the documentation.Here’s the snippet I’ve been using to tag contacts:const resp = await fetch( `https://api.intercom.io/tags`, { method: 'POST', headers: { 'Content-Type': 'application/json', 'Intercom-Version': '2.10', Authorization: 'Bearer <YOUR_TOKEN_HERE>' }, body: JSON.stringify({name: 'test', users: [{ id: 'userId1' }, { id: 'userId2' }] }) } );https://developers.intercom.com/docs/references/rest-api/api.intercom.io/Tags/createTag/  Now, I’d like to perform the reverse operation: remove tags from multiple contacts. Is there an equivalent endpoint for this task? I’ve checked the documentation, but it seems that the /contacts/{contact_id}/tags endpoint is not suitable for bulk removal due

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bernice
Expert User ✨
Diana Tripac
Intercom Team
Diana TripacSenior Community Program Manager @Intercom
asked in Post-Event Q&A
Workflow question

Asking on behalf of the user 👉 “One question for my team, we use a workflow-based bot to engage with users when they go to our page; We wanted to be able to have the bot respond to unresponsive customers who drop off the automation rather than just closing out the ticket, specifically if they haven't hit the point where they have responded or our team hasn't stepped in, and has only responded to quick replies. Ideally, we want it where that users can be followed up with automatically if they haven't left that quick reply stage.”

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Dashworks SupportNew Participant
asked in Apps & Integrations
Integration got uninstalled

Hi Team! One of our integrations, Dashworks, (app_package_code dash-bdz0) got uninstalled from the app store for the whole organization and we’re unable to find sufficient logs to investigate how or why this happened. We are the developer of this integration as well. Can you help us investigate into this issue?

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Jacob Cox
Intercom Team
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User1594Connector
asked in Reporting
Reporting with wrong data

When I extracted the data for my January NPS response, none of the files contained the correct data. The file I usually use is "answer_combined" and it only has 1 answer, yet the intercom dashboard shows me 3 comments for the 1-31st January range..Can you fix the problem or provide me with a correct CSV file?You can see the images below that prove what I'm saying. 

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Jacob Cox
Intercom Team
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iliavNew Participant
asked in Mobile SDKs
Android SDK 15.6.0 - Crash in Document Preview: FileNotFoundException Not a whole file

Some of our users are facing this crash in DocumentPreview.OS version: android8.0.0devices_otherModel:Galaxy A5(2017)I think its reasonable to expect some error handling instead of crash, so user knows that file is not supported or is corrupted.

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Jacob Cox
Intercom Team
adrianmejias
adrianmejiasNew Participant
asked in API & Webhooks
Default Behavior for Track Event

Intercom(‘trackEvent’, ‘myevent’).on(‘fired’, function () {  // The event has fired.}).on(‘unscheduled’, function () {  // The event rules met but unable to fire based on schedule.});See example above: Is there a way to track an event not firing based on not being scheduled but meeting the rules? (meeting rules but not in schedule to be fired)The reason being that I’m working with javascript where there would need to be default behavior if the Intercom banner doesn’t show.intercom banner → close banner → redirect to url (no banner) → redirect to url

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Jacob Cox
Intercom Team
Jana
JanaActive User
asked in Reporting
Build a custom report based on my custom data attribute

I’ve been building my own CSAT bot, as suggested in the Help Center. There it saysTo report on your own configured CSAT workflow, make sure to apply a custom data attribute to your quick-reply buttons.This will allow you to use Custom Reports to report on your own configured CSAT, segmenting conversations by ratings and exporting the raw data to calculate your CSAT scores.I am saving the responses to a custom data attribute, but cannot figure out how to set up a custom report that can analyse this data. In the report set-up, there doesn’t seem to be an option for this. Has anyone managed to do that/can tell me how it works? I couldn’t find the answer on the Help Center.

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ChelseaRentPrep
ChelseaRentPrepActive User
asked in Reporting
Schedule Report Feature

Are there plans to eventually include the “schedule a report” function on all reports?

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Employee
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IR Support teamNew Participant
asked in Reporting
Nonclickable Download file button

Hello guys,I cannot download CSV reports from Intercom since yesterday. The Download file button is nonclickable. Support can’t help. They keep suggesting clearing cache and cookies or Incognito mode. All of my colleagues have the same issue. I know it’s not the end of the month but maybe someone tried to download reports already. Is this my account-related or a mass issue? It’s definitely has nothing to do with the browser cause we tried different devices and browsers. Thanks.  

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Nathaniel AkubuoNew Participant
asked in API & Webhooks
Getting 404 when creating a conversation

I’m trying to create a conversation with https://api.intercom.io/conversations REQUST BODY:{    "from": {        "type": "contact",        "user_id": "123456789"    },    "body": "Hello"},HEADER PARAMETERS:Intercom-Version: 2.10Authorization: Bearer <access_token> RESPONSE:{    "type": "error.list",    "request_id": "0002sf5fchfdlt2eus20",    "errors": [        {            "code": "not_found",            "message": "User Not Found"        }    ]} Could I be missing something? 

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bernice
Expert User ✨
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Aly GrindallNew Participant
asked in Apps & Integrations
Is there an option to disconnect Lead syncing from Intercom to Salesforce?

Can I tell Intercom to stop syncing Leads to Salesforce and only sync Contacts? Context is we have a SFDC integration with Calendly. We have Leads being submitted through Calendly then following to SFDC and assigning the applicable Lead Owner. The issue is that Intercom data will override the Calendly > SFDC data and will change the Lead Owner.

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Jacob Cox
Intercom Team
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GiMeoNew Participant
asked in API & Webhooks
Clarification on Conversation ID Handling During Lead-User Profile Merge

Hello Intercom Community,I am currently designing an ETL job to ingest daily customer conversation data from Intercom and have a specific question regarding the merging of lead and user profiles, as documented here: Merge Lead and User Profiles.When a lead profile is merged with a user profile and the lead's conversations are transferred to the user's profile, how is this process implemented in the background regarding the conversation_id and the intercom_id of the transferred conversation? Specifically, are the conversations from the lead profile:Copied as new conversations with new conversation IDs [conversation_id], but now associated with the user's Intercom ID [intercom_id]? Or is the existing conversation (originally under the lead's profile) simply updated to reflect the user's Intercom ID [intercom_id], retaining the original conversation ID [conversation_id]?Understanding this process is important for my ETL design. If conversations are copied as new with new conversation IDs

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Jacob Cox
Intercom Team
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