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2039 Topics
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Dmitry SNew Participant
asked in Apps & Integrations
Can I install the Messenger within Salesforce Lightning Community?

Hi Everyone, if there are any possibilities to embed a javascript intercom chat widget in Salesforce Lightning Community. All my attempts to do this faced that widget script blocking by the Salesforce Locker Service. Although it is indicated that Salesforce is fully supported by Intercom Perhaps there is any best practice or documentation describing how to embed a script in Salesforce Lightning.

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HolgerConnector
asked in Apps & Integrations
Running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel

Hi all :-) Is there anybody out there who is running Intercom next to Microsoft Dynamics 365 Customer Voice or OmniChannel? Thanks in advance ;-)

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Steve StormoenNew Participant
asked in Customer FAQ
Error message when uploading image to Knowledge article: "There was an error uploading your file"

I’m a technical writer, new to Intercom and exploring its knowledge capabilities. I’m unable to upload new images or copy & paste images to my Knowledge articles — instead, I receive the error message “There was an error uploading your file” (and a prompt to try again, which doesn’t change anything). Can I get help resolving this issue? Thank you! Here’s an example:

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Tom Dyl-BothierNew Participant
asked in API & Webhooks
Add ticket rating events to webhooks

We currently face a limitation in tracking ticket ratings timestamps. While conversation ratings are provided through webhook events, ticket ratings are not, forcing us to use the ticket closing date as a fallback. This creates inaccurate data when tickets are rated after their closure. This appears to be an oversight as this functionality is already available for conversations This limitation affects our ability to: Accurately track CSAT metrics over time Report precise customer satisfaction data Maintain data integrity when tickets are reopened Provide reliable analytics to our customer service teams We propose adding new webhook events for ticket ratings, similar to the existing conversation rating events. These events should include the same information as the conversation_rating_event. This also means we need a ticket_rating_updated_event when a ticket rating is modified. This would enable: Accurate CSAT reporting by actual rating date Better tracking of customer feedback patterns

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Emilygav
Intercom Team
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Charles FoxNew Participant
asked in Reporting
Customer Reporting on Series (Email, Banners, etc)

Problem Statement: We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information: The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom. The Ask: Would it be possible to create a dat

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User779New Participant
asked in API & Webhooks
How can I resolve CSP (Content Security Policy) issues with Intercom?

Trying to use intercom URL in iFrame, facing the error which says "ancestor violates the following Content Security Policy directive: "frame-ancestors 'self' " Need a solution to overcome this issue. Kindly help us to resolve this

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Mai DevelopmentNew Participant
asked in Mobile SDKs
Intercom React Native unread message count not updated

Hi, We are developing a React Native app with Intercom integration using the https://www.npmjs.com/package/@intercom/intercom-react-native package. We want to get the unread message count for a user to show a notification when the app is open and the user receives a new Intercom message.We have tried using the addEventListener with IntercomEvents.IntercomUnreadCountDidChange but the passed in callback does not get invoked when new messages are received. We also tried calling the getUnreadConversationCount method and that returns the initial count of messages when our app starts and the user is logged in into Intercom, but subsequent calls always returns the initial value event when new messages are received in Intercom. Calling logout and login again in Intercom and then calling getUnreadConversationCount returns an updated count, so it looks like a bug in your code, or are we doing something wrong on our end? Thank you,Mikael Amborn

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Jacques Reynolds
Intercom Team
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erickreutzNew Participant
asked in Mobile SDKs
Opening React Native app from Intercom push notification presents Intercom chat UI before the app is "ready"

I have a problem where I’m using expo-splash-screen to show a splash screen while I do loading tasks before presenting the application. The problem is that when the app receives a push notification from Intercom and we open the app from that notification Intercom presents the chat UI before the splash screen has been dismissed and the app UI has been shown. I imagine this is happening because `intercom-ios` does the handling of its push notifications internally and has not knowledge of whether the app is “ready” or not. How can we fix this?

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Jacques Reynolds
Intercom Team
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yd-theraNew Participant
asked in Mobile SDKs
UI Issue with Close Button in Intercom SDK on Android 15

We are currently working on our upcoming release to the Google Play Store, ensuring compatibility with Android 15. As part of this effort, we have recently updated our app to use the latest version of the Intercom SDK (15.9.1).During our testing phase, we encountered an issue specific to devices running Android 15. The problem pertains to the UI when attaching a video or image in the Intercom messenger.The "X" close button overlaps with the status bar, making it difficult to close the attachment preview.This behavior is observed only on Android 15 and seems related to the new edge-to-edge enforcement introduced in this version of Android. Here are the steps to reproduce the issue: 1. Open the Intercom messenger in our app. 2. Click on the attachment icon and choose Gallery. 3. Select an image or video. 4. Observe that the close ("X") button overlaps with the status bar, making it difficult to close the preview. You can view a screen shot of the issue here: Intercom UI Issue android 15

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mateusz.leszkiewicz
Intercom Team
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BlairNew Participant
asked in Reporting
Is there a workaround to be able to export Reports?

Does anyone have a solid work around to export reports, including all the charts, as they appear in Intercom? I'd like to share these with internal stakeholders who don't have access to Intercom. Currently, only function is to download the underline data or screenshot the report 😅 - where is I really just want to send the report to stakeholders.

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Brian B11
Intercom Team
Brian B11Intercom Team
posted in Mobile SDKs
iOS SDK Release 18.4.0

Release Date: 15-01-2025 🚀 Enhancements Added support for Fin for Platforms. Special notice view now supports links. Note This release contains some beta features.

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Brian B11
Intercom Team
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Glen CocoNew Participant
asked in API & Webhooks
API v2.11 update conversation with custom attributes not working? are your docs up to date?

I’m referencing this documentation: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/updateconversation I’ve created a custom attribute on conversations called original_post_id (see below) And i’ve been successfully able to PUT https://api.intercom.io/conversations/{id} (200 response code) with the intention of updating the conversation with a custom attribute value: Yet the response shows that no custom attribute with original_post_id, which i’d expect to see populated with the value in my PUT request. I only see one custom attribute, which is ‘Copilot used’. Is the latest intercom API docs up to date? or does updating custom attributes on conversations not work yet?

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mateusz.leszkiewicz
Intercom Team
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Gaby CabreraNew Participant
asked in Reporting
SLA hit rate based on % of conversations where all SLAs were met

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report. Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%. From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

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mateusz.leszkiewicz
Intercom Team
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harryjohnnyNew Participant
asked in Apps & Integrations
How can I manage and link multiple workflows together?

How can I effectively manage and link multiple workflows in Intercom to ensure seamless automation? I’m looking for guidance on organizing interconnected workflows (Read More), setting up triggers between them, and maintaining clarity while avoiding errors. Any best practices or tips for optimizing linked workflows would be greatly appreciated.

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Nur Nahid
Super User ✨
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Nick PottleNew Participant
asked in Reporting
Data about users reaching out through intercom?

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

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Nur Nahid
Super User ✨
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Shraddha ANew Participant
asked in API & Webhooks
Can we get list of all articles in a collection using the REST API?

Can we get list of all articles in a collection using the REST API?

4076
Shaq Payne
Intercom Team
Patrīcija
PatrīcijaNew Participant
posted in Settings, Security & Permissions
Personalized Notifications for CS Teams in Intercom

Hi everyone, Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider. However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments. I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

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Shaq Payne
Intercom Team
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darshanhiranandaniNew Participant
asked in API & Webhooks
Darshan Hiranandani : Tagging Users in Notes via Intercom API - Is It Possible?

Hi everyone, I’m Darshan Hiranandani, I’ve been using the Intercom interface to create notes, and I noticed that I can tag teammates in those notes. However, I’m wondering if it’s possible to do the same when creating notes through the Intercom API. Has anyone had experience with this or know if tagging users is supported when creating notes via the API? Any insights or guidance would be really helpful! Thanks in advance! Regards Darshan Hiranandani

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Shaq Payne
Intercom Team
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Anna S12Connector
asked in Reporting
The EXPORT FUNCTION in the NEW INTERFACE does not work correctly!!!

Hi, there’s an error when exporting tags in the new interface. When will it be fixed? https://www.loom.com/share/0074fbbe98c143dfb9eca4d4e38b5d56

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Brian B11
Intercom Team
Brian B11Intercom Team
posted in Mobile SDKs
iOS SDK Release 18.3.0

Release Date: 09-01-2025 🚀 Enhancements Added privacy policy to conversation screen. Updated icons in the more menu when you launch directly into a conversation. Updates to the Powered By Intercom view in conversations. 🐛 Bug Fixes Fixes issue around tapping on a message in a conversation to display timestamps. Fixes accessibility issue with icon colour in special notice view. Fixes an issue that could cause the typing indicator to continue displaying after a message was received. Note This release contains some beta features.

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Brian B11
Intercom Team
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Maksym ShamraiNew Participant
asked in API & Webhooks
How to parse multiple words in one API request?

I have created a Python code with using API requests to fetching conversations by different words.However, when I try finding two words that contain in the conversations, it will not response me with any emails. Code here: import requestsimport csv # Replace with your Intercom access tokenaccess_token = 'PUT-YOUR-API-HERE' # URL for searching conversationsurl = "https://api.intercom.io/conversations/search" # Headers for authenticationheaders = { "Intercom-Version": "2.11", "Authorization": f"Bearer {access_token}", "Accept": "application/json", "Content-Type": "application/json"} data = { "query": { "operator": "AND", "value": [ { "field": "source.body", "operator": "~", "value": "two words" } ] }, "pagination": { "per_page": 150 }} # Function to retrieve all pagesdef fetch_all_conversations(): conversations = [] next_page_data = data # Initial data for the first request while next_page_data: response = requests.post(url, headers=headers, json=next_page_data) if response.status_code =

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robin.nguyenNew Participant
asked in API & Webhooks
Help to get the content from content_stat.sms webhook

Hi there, I'm attempting to obtain the content message of outbound messages using the content_stat.sms webhook. However, the data received only includes the content_title. Could you please guide me on how to retrieve the full content message of outbound messages through the API or webhook? Thank you.

161
Jacques Reynolds
Intercom Team
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Milind DixitNew Participant
asked in API & Webhooks
Getting User Not Found when reading conversations

I am getting user not found while trying to get all conversations. Trying to execute it through Postman and passing authorization bearer as well. URL - https://api.intercom.io/conversations 'Authorization': 'Bearer <ACCESS_TOKEN> 'Content-Type': 'application/json', Postman response - { "type": "error.list", "request_id": "003rmrddranpjr8ds4lg", "errors": [ { "code": "not_found", "message": "User Not Found" } ]}

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Jacques Reynolds
Intercom Team
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Lars RemesNew Participant
asked in API & Webhooks
404 not found when creating a contact

We are using PHP api client to add contacts to intercom. Occasionally then requests fail with 404 not found error which is weird since we are creating a new contact. $contact = $intercom->contacts->create($data); Http\Client\Common\Exception\ClientErrorException: Not Found We are adding and updating contacts all the time. In the last week we have had ~10 of these so the actual number of failed calls in relatively low but still were annoying. Any ideas what is causing this or how to fix this?

161
Jacques Reynolds
Intercom Team
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Beth LaverackNew Participant
asked in Reporting
How do people proactively analyse conversations and identify trends?

Hello! This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot. However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc. But how do people tend to do this? Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations? I’m uncertain atm the best approach within intercom.

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Miles
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