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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?

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.

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!

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

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

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

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 

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

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.

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

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.”

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?

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. 

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.

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

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.

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

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.  

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? 

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.

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

Our app uses intercom Andorid sdk and intercom Android sdk uses setDomStorageEnabled(true) that is reported as a security concern for our app.The DOM storage control is set to true, which allows the application to store page elements that could include user sensitive information. Setting the DOM Storage value to false will prevents local storage from being used. The setDomStorageEnabled flag found to be TRUE in the following class io.intercom.android.sdk.sheets.SheetWebViewPresenter We are using the version 12.3.0 of Android sdk in our app, could you please let us know if this behavior has changed in any of the recent versions of the sdk or if setDOMStorage is still enabled  in intercom sdk what kind of data is stored in local storage?   

Hi everyone, I am trying to do some in-depth analysis of my team’s capacity by looking at historical volume data. The challenge I am facing is that each support agent on the team can have up to 4 chats going at a time, so it’s not as easy as taking the total number of chats and multiplying by the average resolution time—I need to somehow represent in the math the possibility of multiple chats overlapping. Has anyone ever tackled this type of analysis before? How did you approach it? Thanks!

I'm trying to integrate the SDK's with our react native app that uses expo. The only comment about it on this forum is to try this Expo Config Plugin. I've followed the directions like so:I have Expo SDK 45.I Installed expo-cli@4.4.4I Installed @intercom/intercom-react-native@3.0.4 I followed this article which explained how to get my keys and run it in the app with this import. import Intercom from '@intercom/intercom-react-native';  But I get this error: TypeError: null is not an object (evaluating 'IntercomEventEmitter.UNREAD_COUNT_CHANGE_NOTIFICATION') I searched this error and found a discussion where the only person who said they could get things to work ended up ejecting expo. This is something we are unwilling to do. If we cant get this to work we cant use intercom.  Do I have to eject expo to get this to work?With this package installed, how do I access and initialize intercom?

I am looking information to integrate our app (built under expo) with Intercom. I really appreciate any information or documentation