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Hi! In my report, I have "Median response time" Chart (Response time, Reply sent at, Median aggregation)I want to calculate the same metric via Intercom API. In the conversations schema, I found statistics.median_time_to_reply attribute. However, the results I'm getting while using this attribute is different from the chart, like +20 minutes. Can you please suggest what can be wrong here? Are there any other ways to calculate this via Intercom API?

We’d like to goal our agents on email first response times - but measuring the time from when a case is first assigned to the agent and when they respond, rather than from when the customer first emailed and the agent responded.Example:  A customer emails us.  2 hours pass before an agent is assigned the case.  The agent then responds an hour later.  For measuring the agent’s performance, we’d want to capture the 1 hour difference between assignment and the agent’s first response to the customer, rather than the 3 hours between when the customer first reached out and the agent first responded back.Basically, we want to goal our agents based on what’s in their control.  We are also tracking the overall First Response Time because at the end of the day that’s the customer’s experience- but we’re treating this as a team level metric influenced by things like staffing levels, product issues and the like - many things outside of an individual agent’s control.Is this possible?  How would we

Hi,I need to give search options functionalty inside dropdown component using Canvas Kit in inbox appI have 300+ single select option in dropdown so it is very deficult to find option when change the option from the dropdown list, So I have to integrate kind of search functionality.     

Hi,We're encountering an issue with the  Intercom for Jira and Intercom intergration, where conversations are being incorrectly moved to the "Unassigned" inbox. This happens after an agent creates a Jira ticket, connects it to a conversation and then snoozes the conversation. Initially, these conversations are correctly assigned to a specific inbox. However, upon unsnoozing, they revert to "Unassigned" instead of their original inbox. This only happens when there is a Jira-ticket in the conversation.The typical flow is as follows: a customer interacts with our chatbot, the conversation is then routed to an appropriate inbox, an agent responds and subsequently creates a Jira ticket, and finally snoozes the conversation. The problem arises when the conversation is unsnoozed and does not return to its initially assigned inbox.Could anyone suggest a solution to this problem?

I’m new to Intercom and I’m setting up my first Custom Actions. The app that I use the most is called Simplero so it is my top priority for getting set up.It uses Basic authentication (ref https://github.com/Simplero/Simplero-API?tab=readme-ov-file#authentication) and I’ve set up an authentication text token (ref https://www.intercom.com/help/en/articles/6615543-setting-up-custom-actions-authentication#h_7c58d5179f) in Intercom: In the Token value box, I pasted my API key. The API key that I have works. I’ve tested it in other apps (i.e. Pipedream) and it works just fine. I’ve also tried generating new API keys and I’ve tried 3 different ones. All of them return the following error: 401 Unauthorized{"error":"Bad API key"}The setup appears so simple, I can’t imagine what I might be doing wrong. So I tried setting up another Authentication Token for a different app I also use, and that one works fine, although it’s a Bearer token not Basic. So I’m not completely a newbie, but I’m by no m

Only my “Test workspace” crashes, the production one works fine.The code I’m calling is the following when opening the Help Center:Intercom.present(Space.helpCenter)--The uncaught exception that is being thrown is:Terminating app due to uncaught exception 'NSUnknownKeyException', reason: '[<IntercomSDKPrivate.ErrorViewController ...> setValue:forUndefinedKey:]: this class is not key value coding-compliant for the key closeImageView.'Which often means the `ErrorViewController.xib `(or storyboard?) had a property set in a XIB which longer exists in ErrorViewController.--The expected behaviour is that if an error needs to display (because I’m using a test workspace) that the error shows rather than the app crashing.

Has anyone successfully integrated Split.io with Intercom? One use case would be to drive segmentation via split as it’s how we soft launch new features. If Intercom doesn’t find the UI component to point at, it tends to just point at anything.

When I use the sample on the iOS platform, this error will be reported. How can I solve this problem 

Hello! I’m exploring the options to do outbound campaigns in Intercom using SMS and WhatsApp. Anyone facing the same problem?Basically I’m taking a look at some of the Apps within the Intercom App Store, but not sure about which solution could be the best. 

While integrating and testing SDK, I’ve got this error:Error Domain=IntercomSDKErrorDomain Code=403 "ERROR - [HTTP 403] - Your workspace is hosted in Europe but you connected to United States" UserInfo={NSLocalizedDescription=ERROR - [HTTP 403] - Your workspace is hosted in Europe but you connected to United States}The reason is clear for me but not so clear how to fix it.How exactly my team can help to resolve this issue? 

My current understanding of webhooks in Intercom is when we specify them in our app, they get enabled for the workspace upon install. However, we offer a two-week trial and after this point, we'd like to silence webhooks from workspaces that are not customers / dormant. I understand we can reply to a webhook with an HTTP 410 and the Intercom will disable them for us. However, how do we re-enable them if a customer subsequently subscribes? Does the customer have to go through the install flow again? Given webhooks are no longer part of the API, I assume we can't do it on our side.

Hi, I would like to know if there is within your api services which allows to open a workflow after a click event. We need to be able to open a workflow after a click without the need to make the connection with Customer clicks to website element and open a new conversation. This is thinking of a mobile application.Thanks! https://www.intercom.com/help/en/articles/2785347-customer-clicks-a-website-element

I am using react native and I am using the following code: Intercom.updateUser({  email: userInfo.email ?? '',  userId: userInfo.id,  name: (userInfo && userInfo.first_name) ?? '',  phone: userInfo.phones[0].number,  avatar: 'https://www.w3schools.com/howto/img_avatar.png',  custom_attributes: {     date_of_birth: userInfo.dob ?? '',     user_connected_from: App'  }}) EVERYTHING, absolutely everything works, except the avatar attribute, could you please tell me how to make that image be my client's profile picture here in the red circle? Thank you.

Hi,I use this sdk: https://github.com/intercom/intercom-ios-spversion: 16.2.1The issue - The SDK is leaking data!It seam like on each time I open a chat with a representative, the entire content is being downloaded, including images shared in that conversation. EACH TIME. So if I open a chat with image it will download the full size of the image.Close the window, reopen it again - the full image is downloaded again. This is problematic- we had a user that complain his cellular data plan was exhausted in matter of days.I've verified it by using Proxyman tool - sniffing the network and seeing it.I tried also a different app in my phone to see if it happens to them as well. It does (Wolt app).I’ve asked a support representative in private and his response was:“… I can confirm that's the expected behaviour for images in conversations. And at the moment, we don't have any alternatives to cache those images to optimise network data ...”Does anyone else exprience it?Does it make sense this is

Hi all,Could you please share your apps with integrated Intercom mobile SDK?I want to test user flow - how user reaches messenger in apps, how does it look like, and so forth.Would be great if you send screenshots, or if you share you mobile apps names - I will download and test it on my ownThank you  

Hi Intercom,Our team has been using the Slack Convert app (app_package_code=slack-by-intercom) installed five years ago, and we have used it to notify 'User created' and 'All conversation activity.' We are now trying to migrate all of our services to another Slack workspace, and it seems that Slack Convert is no longer available to be installed.There is an alternative Slack app (app_package_code=slack-for-intercom) that I was able to set up to notify when a customer or team member sends any messages via automations. However, it seems it does not have a 'User created' equivalent Is there any way I can send 'User created' events to Slack directly via Intercom? Thanks  

We have Enabled Push Messaging being set to True or Unknown correctly when a user creates an account and opts in to notifications (True) or skips it (Unknown). However, if a user turn off notifications via their phone settings (not via the app) Enabled Push Messaging is not updated. How is this supposed to work?

Hey all! hope you’re having a wonderful day! I’m currently trying to integrate Paypal notifications (specifically Dispute chargebacks notifications) to be received in my Intercom inbox. There are ways to do this (through API or Webhooks in Zapier) but I was wondering if there’s another way or documentation to quickly set this up and start receiving these kind of notification in Intercom. Is it possible? Thank you!

Cannot find an article to explain the real difference between these two and which one is the most accurate to report on volumes. Additionally, the totals do not add up under the Team Performance Tab to either of the above for total conversations. Any help is appreciated.

Hello Intercom team,We are experiencing the following crash after updating to the latest Intercom SDK version 15.1.5.It happened on production on 3 users (for now), all of them on iOS 16 but on different devices.Are you aware of this crash / do you know where it can come from ?Thank you in advance,Have a good dayLogs coming from Firebase:1/2Crashed: com.apple.main-thread0 Intercom 0x2ab028 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 11445481 Intercom 0x2aae18 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 11440202 Intercom 0x2a9098 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 11364683 Intercom 0x2a9e14 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 11399204 CoreFoundation 0x37590 __CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBSERVER__ + 1485 CoreFoundation 0xdb828 ___CFXRegistrationPost_block_invoke + 8

Hey I want to export Intercom data(mostly Conversations data) to powerbi. I have tried Skyvia, airbyte,zapier. etc. None of them third party apps are working. Can you please help me?

Dear Intercom Devs,After a new Intercom 15.0.2 SDK release, we have updated it on our end and released a new version of our app last week. Unfortunately, we started getting a new crashes from Intercom on Firebase. Here are the details of them.Crashed: nexus.reachability0  libobjc.A.dylib                0x3a7c objc_retain + 161  libobjc.A.dylib                0x3a7c objc_retain_x0 + 162  Intercom                       0x5d424 -[IntercomSDK_IntercomNexusSocket resetSocket] + 186763  Intercom                       0x5d4a0 -[IntercomSDK_IntercomNexusSocket reconnect] + 188004  Intercom                       0x5a5e0 -[IntercomSDK_IntercomNexusConnection reconnectSockets] + 68325  Network                        0x7f2e5c __nw_path_necp_update_evaluator_block_invoke + 4566  libdispatch.dylib              0x2320 _dispatch_call_block_and_release + 327  libdispatch.dylib              0x3eac _dispatch_client_callout + 208  libdispatch.dylib              0xb534 _dispatch_lane_serial_drain + 6689  l

We are using @intercom/intercom-react-native@4.0.1. The stack trace a user is running into is below. Can you let me know what the minimum version we need to upgrade to?java.lang.NullPointerException: Attempt to invoke virtual method 'java.lang.String io.intercom.android.sdk.models.CustomizationColorsModel.getBackgroundColor()' on a null object reference at io.intercom.android.sdk.views.TextAttributeView.updateSubmitButtonColor(TextAttributeView.java:122) at io.intercom.android.sdk.views.holder.AttributeCollectorViewHolder.addAttributeView(AttributeCollectorViewHolder.java:115) at io.intercom.android.sdk.views.holder.AttributeCollectorViewHolder.renderAttributes(AttributeCollectorViewHolder.java:80) at io.intercom.android.sdk.views.holder.AttributeCollectorViewHolder.bind(AttributeCollectorViewHolder.java:57) at io.intercom.android.sdk.conversation.ConversationPartAdapter.onBindViewHolder(ConversationPartAdapter.java:234) at androidx.recyclerview.widget.RecyclerView$Ad

We are syncing User data from Segment to Intercom via Identify calls.We want to update company name for User from Segment to Intercom.When we Identify call for updating Company name in user. we can see that fields are passed to Intercom from Segment, but when we see Qualification Section in User details. Company Name is not updated. but when we export user details, latest company name is shown in Excel file.

There's one other thread I can see on this topic that hasn't been touched since Feb 2021. Hopefully the 'answer' has changed. I'd like to sync Tier 3 tickets with Azure DevOps (aka Azure Boards). I'd love for the integration to work like GitHub's, or better yet, like Jira's. A little time searching online shows that merge.dev has connectors for both Intercom and Azure DevOps, and with its native support for a Ticket entity, seems to have bi-directional syncing. https://merge.dev/integrations/intercom. We could use their free license level to do this, I imagine. Would prefer something direct and native from Intercom or this community. Thanks!