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2191 Topics
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Shagun BhardwajNew Participant
asked in API & Webhooks
Location / TimeZone of Conversations

I am exporting conversations data from intercom to an external database. I want to filter out conversations based on either Location or Timezone,  I have seen that on intercom UI, when I go to Reports → Customer Support → Export, I have the option to filter out conversation data by selecting Country. I have also explored two other ways to export data ie., by specifying S3 export bucket or by calling intercom APIs directly. In both ways, however I am not seeing any field related to Country or Location or Timezone.How do I filter out API data or s3 export data based on location, like I am able to do via the UI Reports option? 

2061
Jacob Cox
Intercom Team
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Eric BryanNew Participant
asked in Apps & Integrations
Escape quotation in custom actions

When setting up a custom action, I am unable to properly escape quotation characters in the request body. In my particular case I am trying to include some html in the body, which in order to be proper json format needs to have the quotations escaped.For example, I’ll attempt to have this body:{"type": "admin","message_type": "comment","body": "<a href=\"https://google.com\">Rupa</a>","admin_id": 5384099}But when I click next, and then come back to the body, the editor has replaced it with {"type": "admin","message_type": "comment","body": "<a href="\"https://google.com\"">Rupa</a>","admin_id": 5384099}Similarly, if I use single quotes, those get replaced with normal double quotes. Or if I leave the quotes out, they are added.So clearly, the editor is trying to add quotes to the html to ‘correct’ it, but in effect is making it impossible to actually write correct json.Is there a way to get around this, or turn this feature off? Seems poorly thought thro

1231
Jacob Cox
Intercom Team
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gever2297New Participant
asked in API & Webhooks
Contacts resource search bad request

there is a problem executing query on contacts resource search, there is no problem with version, I’ve checked them few times, contacts resource seach gives me “Bad Request”any solution what can be a problem ?I’m using php sdk for intercom, project is written in laravel. everything is working fine on version 1.0, REST api calls are working fine when I’m defining intercom api version manually.

712
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Product and UX TeamNew Participant
asked in Mobile SDKs
Enable Intercom for another Mobile app of the same Organisation

Can we use two different android/iOS apps with different bundle ids/application id in a single workspace? will this support the feature of push notification?

2471
Daniel M15
Employee
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Atul KNew Participant
asked in Customer FAQ
How to manage attributes for multiple products ? 

Our company offers multiple product SKU's and allow a customer to be on multiple trial or paid plans at the same time.How to manage attributes for multiple products ? E.g. Signup for product A vs Signup for product BWe are looking for recommended standard practice.

1241
Daniel M15
Employee
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knapweed1New Participant
asked in Mobile SDKs
Intercom Android SDK - crash Bitmap.createBitmap java.lang.IllegalArgumentException - width and height must be > 0

We have issue on Android. Intercom version = "14.0.5".Do you know about this bug? Is it fixed on new versions? Fatal Exception: java.lang.IllegalArgumentException: width and height must be > 0 at android.graphics.Bitmap.createBitmap(Bitmap.java:1257) at androidx.compose.ui.graphics.Api26Bitmap$$InternalSyntheticApiModelOutline$1$0d1481f8454719621a2b84122f73df767334f4ade3647b3247b2f70e57c1b7e1$0.m(Api26Bitmap.java) at androidx.compose.ui.graphics.Api26Bitmap.createBitmap-x__-hDU$ui_graphics_release(AndroidImageBitmap.android.kt:198) at androidx.compose.ui.graphics.AndroidImageBitmap_androidKt.ActualImageBitmap-x__-hDU(AndroidImageBitmap.android.kt:44) at androidx.compose.ui.graphics.ImageBitmapKt.ImageBitmap-x__-hDU(ImageBitmap.kt:255) at androidx.compose.ui.graphics.ImageBitmapKt.ImageBitmap-x__-hDU$default(ImageBitmap.kt:249) at androidx.compose.foundation.BorderKt.drawGenericBorder(Border.kt:474) at androidx.compose.foundation.Border

3831
Daniel M15
Employee
Adrian Love
Adrian LoveNew Participant
asked in Settings, Security & Permissions
'Lead email identification' toggled on. Not enough to prevent lead duplicates across devices?

hey folks 👋I have this option set in the security settings, with the understanding that it will add identifiers to leads when they click-through on emails.But! Today I’ve encountered a case where an existing lead ended up with a duplicate record when they clicked-through an email on a different device than the one they initially used to open / interact with that email. Am I wrong in my understanding that this setting should serve as a fallback when a lead lands on our site via an email on a different device/without the initial/last cookie for reference?NB - The page views logged on the duplicate lead show that the URL parameters from the email click were passed-through, so it’s not a case this lead was using a browser setting / extension to strip the tracking IDs.TIA!Adrian

1002
Adrian Love
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BISONNew Participant
asked in Apps & Integrations
Can you push Traffic Source (Google Analytics channel, medium, campaign, etc.) to Pipedrive CRM?

Hi. Is there any way to see source of traffic in the Intercom? Can you import these data from Google Analytics? (I am not able to add UTM codes for organic traffic and it is not practical to tag all URLs). Our sales team can create a person/deal in Pipedrive straight from Intercom which is great, but I would also want to push traffic source if possible.

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User1417New Participant
asked in Intercom Community
How to Track Visitor Pages and Use the Data in Intercom

Hello everyone,I'm wondering if there's a way to capture a visitor's current page as an attribute in Intercom. Specifically, I'd like to be able to track which pages a visitor has visited on our website, and use that information to personalize their messaging experience.I know that Intercom tracks pageviews by default, but I'm not sure if there's a way to capture the specific URL of the page a visitor is currently on. Ideally, I'd like to be able to use this information in custom data attributes or segments.Has anyone figured out a way to do this? I've tried looking through the Intercom API documentation and support articles, but haven't been able to find a clear answer.Any insights or advice would be much appreciated. Thank you!🙏

17821
Oseas
Employee
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User1417New Participant
asked in API & Webhooks
Strategies for Fetching Massive Amounts of Data from Intercom via API

Hello everyone,I'm working on a project that requires exporting/fetching millions of records from Intercom using the API. I've tried using the existing endpoints for exporting data, such as /users or /companies, but the response time is extremely slow and it times out before all the data can be retrieved.I've also looked into the pagination and rate limits set by the API, but I'm still having trouble exporting large amounts of data efficiently. Ideally, I'd like to be able to fetch the data in bulk and avoid hitting the rate limits.Has anyone else encountered this issue and found a solution for exporting large amounts of data from Intercom via the API? Are there any best practices or third-party tools that can be used for this purpose?I'd appreciate any insights or advice on how to handle this. Thank you!🙏

1641
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Innovator ✨
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Rodney ZNew Participant
asked in API & Webhooks
Update Company Attribute with Custom Action

As the title says, is it possible to update a Company Attribute with a Custom Action?I tried below, but I'm not sure how to get the unique identifier for the company.  

1141
Racheal
Intercom Team
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WioletaNew Participant
asked in Apps & Integrations
I lose access to whatsapp, how to refresh access

how to refresh access to whatsapp

271
Racheal
Intercom Team
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StuartNew Participant
asked in Settings, Security & Permissions
Limiting access of team members to Outbound, Articles and Operator?

Hello Intercom Community! The (relative) recent updates to team’s and teammates’ allow us workspace managers to set permissions very cleanly, and it is a great way to restrict certain teammates from accessing inboxes, customer data, or change settings. However, this is not the case for the menus ‘Outbound’, ‘Articles’ and ‘Operator’, where any one in the workspace can access these menus and apply changes to many of the things available there (live messages, bots, etc.).Is there any one to prevent any access at all to these pages? Just like with the menu ‘reports’, in which when one doesn’t have permissions to access it, they are prevented from even loading it altogether. Thank you 😊 

1021
Racheal
Intercom Team
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Lisa B13New Participant
asked in Customer FAQ
Is Dark mode available with the Next Generation Inbox?

Is Dark mode available with the Next Generation Inbox?

8183
Dana
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Tom H13New Participant
asked in Settings, Security & Permissions
Blocking personal email addresses from becoming leads

Hey all, We’re seeing a lot of personal email addresses coming in as leads via intercom. I wondered if there’s a way to do one of the following:​​​​​​Request/accept business email addresses​ only (blocking personal altogether) Route personal email addresses down a different conversation path (so we don’t apply lead attributes and assign to sales) Any other creative solution that prevents people with personal email addresses becoming leads via the messenger and custom bots becoming leadsBest wishes Tom

3981
Daniel M15
Employee
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Chelsea WNew Participant
asked in Apps & Integrations
Intercom and Slack: Can you use notes to trigger a message in a Slack Channel

Hey everyone,  In a chat, is there a way to use the internal notes function to create a message in a specific slack channel? For example, say a chat comes in about a specific product question. Can the support rep use the internal note feature to create a new post in the slack channel, 'product-questions?' Thanks!

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Joseph S.
Super User ✨
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Mo HoqNew Participant
asked in Customer FAQ
OpenAI Data Sharing

I’d love to hear from other Support teams that are using GPT (Fin, AI Assist, etc.) on how they are obtaining consent from their customers about passing their data to OpenAI. 

5092
Milan
Top Expert ✨
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User2463New Participant
asked in Apps & Integrations
Connecting the Ticket Feature with JIRA

Does anyone know if it’s possible to connect the Intercom Ticket feature with a JIRA integration? I think this would be a very powerful solution. 

1891
Oseas
Employee
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Александр ШубинNew Participant
asked in API & Webhooks
Missing ratelimit in headers

Hello, Intercom 🤗There are cases when no information regarding ratelimit is returned in response headers. Is there an explanation or can it be considered a bug?Here is an example of such a response ⬇️[date] => Mon, 06 Mar 2023 10:08:33 GMT    [content-type] => application/json; charset=utf-8    [status] => 200 OK    [vary] => Accept,Accept-Encoding    [x-intercom-version] => 7fc0c384b3b84daca9bd5e3f87f3e6bb3e3338d9    [x-request-id] => 00400fvdf2njmt9srsjg It can happen from time to time, without any clear pattern. Also it can happen with any of API calls.

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Racheal
Intercom Team
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LloydNew Participant
asked in Reporting
Report on response time for custom actions inside of outbound bots

we have a custom action that creates customer leads in Dynamics 365. I am trying to understand how long it takes from the moment a customer triggers the custom action to a successful response from the API endpoint we have created.  I also understand that there is some kind of hardcoded timeout for custom actions in Intercom - I need to know the following three things -  1) how do I access logs/reports in the intercom platform for specific custom actions? 2) how long is the hardcoded timeout limit for a custom action in Intercom? 3) where does intercom store metrics on timeout errors or other issues with custom actions? there is nothing in the help articles I can find about this.  I find that these questions to intercom take a few days to a week to get answers to, so asking here and via the intercom help chat in case anyone else has figured this out already.

2492
N
M
MorenoNew Participant
asked in Mobile SDKs
Intercom SDK crashing on Android

We are getting this crash on Android devices constantly. Attempt to invoke virtual method 'java.lang.String io.intercom.android.sdk.models.CustomizationColorsModel.getBackgroundColor()' on a null object reference This is the only piece of the stack trace that we get.

1992
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UserOpenDogNew Participant
asked in API & Webhooks
Typescript definition for the webhook payloads

Are there Typescript definitions somewhere of the webhook payloads? Thank you!

1633
Racheal
Intercom Team
J
Jinal.pNew Participant
asked in Messenger Security
Tried to update user but there was a network error (401) - Failed Identity Verification check

I am using intercom iOS sdk using pod install and every time I launch intercom screen I got this Tried to update user but there was a network error (401) - Failed Identity Verification check error. Earlier it was working now it is not working. Same user email using in intercom of another iOS application then it is working. 

5171
Daniel M15
Employee
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Colton PetiprinNew Participant
asked in Apps & Integrations
Best Intercom tool to use to return a date based on a user inputted serial number in the messenger dialog flow?

I am trying to figure out the best way to return a date based on a serial number the user would input in the messenger. I have a JSON array file and python file. The python file opens the array converts to a dictionary then passes the dictionary and serial number to a function that returns a date as a JSON string. The serial number right now I have defined locally but will eventually need to retrieve from the chatbot user.{"Laptop_refresh_date": [  {    "Key": "ALL-FAKEKEY",    "Serial Number": "SOMESERIALNUM",    "Replacement Date": "Jan/31/25"}(there are a couple hundred more )I don’t really care to map the attributes to chatbot user objects. It can just produce the output when the user needs.I have an Amazon Web Service S3 bucket with these two files as S3 objects so that I could retrieve the data with custom actions since S3 provides an HTTPS object URL that is required from custom actions. Here are some ideas I had for completing this task:Have a custom action that “PUTS” the user

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Daniel M15
Employee
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Innovator ✨
Adam WInnovator
asked in Reporting
How are you measuring team responsiveness across regions?

So, I've been on a bit of a journey over the past couple of months, trying to understand why some weird and whacky results were coming out of our different teams, specifically around Response Times and First Response Times.  TL; DR: We need to find a way to parse out the times for each regional team that accounts for their responsiveness within their assigned, core hours. Any ideas?  ---------------------------------------------------------------For those interested, the background is below: Our default Office Hours were set up to cover these times (in AEST):Monday 08:30-23:59Tuesday-Friday 00:00-23:59Saturday 00:00-11:00  In addition, each regional team (APAC, AMER, EMEA) also had local hours that covered roughly 09:00-17:00 Mon-Fri. However, when we took a deep dive into the data, we were seeing big outliers where the FRT and RT would be way off. Luckily a few of these were unique enough that we could filter and see that essentially, unless the contact came in outside of the defa

1734
Jana
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