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All of sudden today our native Android crash started crashing whenever a user tried to access Intercom. This was the crash:java.lang.ClassNotFoundException - org.msgpack.core.buffer.MessageBufferUThe crash only happened with builds obfuscated by ProGuard. The crash still happened even after adding the keep rules according to the documentation:-keep class io.intercom.android.** { *; }-keep class com.intercom.** { *; } We solved the crash by adding the following to our proguard-rules.pro file: -keep class org.msgpack.** { *; }I have a couple of questions:Why did the crash start happening all of a sudden? Why is it not mentioned in the documentation that we need to keep org.msgpack classes unobfuscated? How can we be sure to prevent similar crashes from happening ever again? Thank you

Hi Intercom Support/Community,We want Fin to trigger an OTP verification flow whenever a customer asks for personal information, before Fin is allowed to call our backend and retrieve sensitive data. What we have today (custom SMS OTP via our backend): Data Connector – Generate OTP: calls our backend, and the user receives a code via SMS. Data Connector – Verify OTP: Fin should ask the user for the code, send it to our backend for verification, and then our backend returns a token. After verification, we want Fin to use that token to access backend information via subsequent calls We tried implementing this via Fin Tasks, but it’s not working well for us.Question: What is the most effective/supported way in Intercom to implement this flow end-to-end (SMS OTP + verification + then allow sensitive Data Connector calls)?

When retrieving a conversation via the REST API  GET /conversations/{id}, the initial message that starts a side conversation is not included in the response. Only subsequent replies appear as part_type: "side_conversation_reply" or part_type: "side_conversation_started" as a conversation_part under the  conversation_parts section.Observed behavior: The originating message (e.g., "Hi team, please answer clients query below...") sent by an admin to start the side conversation is completely missing. This message doesn’t appears neither in the api response nor in the main conversation thread in the intercom website, but when we click View side conversation in the main conversation thread in intercom, we can view all the side conversations opened in a separate dialog box.We want to ingest all side conversations related to a conversationId, Is there any endpoint provided by intercom to ingest them? or any other possible way?

Hello, I’ve got a crash using the Android SDK but can’t say more than the device details and the stacktrace, which I report here.Hope you know more and got to fix it.Intercom Android SDK: v17.3.0Device: Samsung Galaxy A13 - Android 14Fatal Exception: java.lang.RuntimeException: Unable to destroy activity {myapppackagename/io.intercom.android.sdk.survey.ui.IntercomSurveyActivity}: java.lang.IllegalArgumentException: Detected multithreaded access to SnapshotStateObserver: previousThreadId=1163), currentThread={id=2, name=main}. Note that observation on multiple threads in layout/draw is not supported. Make sure your measure/layout/draw for each Owner (AndroidComposeView) is executed on the same thread. at android.app.ActivityThread.performDestroyActivity(ActivityThread.java:6149) at android.app.ActivityThread.handleDestroyActivity(ActivityThread.java:6181) at android.app.servertransaction.DestroyActivityItem.execute(DestroyActivityItem.java:47) at android.app.serv

Hi, if there’s a need for a Ops, Customer Support Specialist, I’m available and would love to connect.

Hello, I wanted to report a crash that we have in our application.I don’t know when it happens but it seems to be caused when the SDK try to download an attachment and the file isn’t available.Stacktrace: Fatal Exception: java.io.FileNotFoundException: https://xxx-support.intercom-attachments.eu/i/o/file.pdf at com.android.okhttp.internal.huc.HttpURLConnectionImpl.getInputStream(HttpURLConnectionImpl.java:255) at com.android.okhttp.internal.huc.DelegatingHttpsURLConnection.getInputStream(DelegatingHttpsURLConnection.java:211) at com.android.okhttp.internal.huc.HttpsURLConnectionImpl.getInputStream(HttpsURLConnectionImpl.java:30) at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1$1.invokeSuspend(PreviewUri.kt:252) at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:34) at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:100) at kotlinx.coroutines.internal.LimitedDispatcher$Worker.r

I already use Intercom and build up 1 help center site, now i want create new community like community site of Intercom for customer ask something about my product. Can i do that?

Hey everyone! Saw some posts on here about a community and forums feature for Intercom so thought this might help some people out.We built this feature as an Intercom partner at Turf. The integration allows you to very easily add community forums directly inside your Intercom Messenger so your users/customers can create community forum posts directly inside the Intercom messenger widget on your website and in your application/product.Essentially allows you to build an entire community that lives inside your Intercom Messenger widget. If it could be of value to some of you, here’s the link to the integration in the Intercom app marketplace (we have an official partner integration live): https://www.intercom.com/app-store/?app_package_code=access-community&search=turfWould love to get all your feedback and thoughts on possible improvements!!! Thanks a million 😁  

We use Intercom for chat & articles. Will a forum feature (like Interconnected) become available to us to purchase as well? (BTW - I did search, but couldn't find similar topics, so I apologize if this has been asked a gazillion times already). Paul

Hi,I’ve found an issue with the in-app message preview on Android where the actual message content is not visible, I assume because the text color matches the background color.You can see this issue replicated in your expo-example app from https://github.com/intercom/intercom-react-native/tree/main/examples/expo-example in the screenshot below.I can’t find anything obvious on the Native Android app settings that is causing this issue, so perhaps there is a styling issue in the Intercom SDK?Thanks for your help  

Hi. We have a crash in our app when pushing a survey to some of our users. We are using version 17.1.0 (latest)This is the crash log → io.intercom.android.sdk.survey.SurveyViewModel.buildContentState (SurveyViewModel.kt:215)io.intercom.android.sdk.survey.SurveyViewModel.access$submitSurvey (SurveyViewModel.kt:83)io.intercom.android.sdk.survey.SurveyViewModel.access$buildContentState (SurveyViewModel.kt:83)io.intercom.android.sdk.survey.SurveyViewModel$submitSurvey$1.invokeSuspend (SurveyViewModel.kt:388)kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith (ContinuationImpl.kt:34)kotlinx.coroutines.DispatchedTask.run (DispatchedTask.kt:100)kotlinx.coroutines.internal.LimitedDispatcher$Worker.run (LimitedDispatcher.java:124)kotlinx.coroutines.scheduling.TaskImpl.run (Tasks.kt:89)kotlinx.coroutines.scheduling.CoroutineScheduler.runSafely (CoroutineScheduler.java:586)kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.executeTask (CoroutineScheduler.kt:820)kotlinx.coroutines.

Hi there! We’ve recently recieved reports from our support team that carousels aren’t displaying within the app. In our android code, we initialize intercom, and then if we are authenticated, we call loginIdentifiedUser after. This logic has been unchagned for a while and had worked for well over a year. Through debugging we have found that adding an artifical delay (9 seconds) between initialize and loginIdentifiedUser results in the carousesl to show again. Without the delay, login completes successfully (the callback returns a success), but the carousels don’t show.Is this expected behavior, or something on our end? Guidance would be greatly appreciated here  We’re using version 17.4.0 of intercom. 

We are using @intercom/intercom-react-native v9.4.0 with Expo.When we send mobile push notifications, we can track:    •    How many users received the push    •    Which users opened it (tap on the push)  However, we also use POST messages, and inside those POST we include deeplinks to redirect users to specific screens in the app.Here’s the issue:    •    We can track how many users opened the POST message    •    But we cannot track link interactions inside the POST    •    The “Clicked” metric is always empty, even when users tap the deeplinkIs there any workaround or recommended approach to track when users tap deeplinks or links inside POST messages?   

How can I search a ticket using the ticket_id with the rest API? It looks like we can only search with id, not ticket_id.

Hi Intercom Team,We are currently integrating the Intercom SDK into our application and have encountered the following three issues that are affecting the user experience:1. Partial Language Update via updateUser Issue: When calling Intercom.updateUser({ languageOverride: Language }) to switch the UI language, the change is inconsistent. Sometimes only a portion of the Intercom UI updates, while other elements remain in the previous language.     Workaround: A full and correct language switch only occurs after calling Intercom.logout() and re-initializing, which is not ideal for user experience. Expected Behavior: The entire Intercom UI should refresh to the target language immediately upon calling updateUser. 2. Android: Messages Not Appearing After Sending Issue: On Android devices, when a user sends a message, the message bubble occasionally fails to appear in the chat interface immediately. Details: The user has to exit the conversation screen and re-enter the chat to see the

We’re presenting Intercom articles with Intercom.presentContent(content) . Everything was working well in version 8.8.0 but after bumping to 9.x, the close button at the top article header is broken in iOS and doesn’t respond to taps. The only way to close the article is to drag the overlay down (which is something that might not be obvious for every user). It is working correctly on Android.

Hey! I’m facing an issue with intercom-sdk version 17.2.0.The in-app message doesn’t display any message text when it’s a new message in an existing conversation. I’ve attached a Layout Inspector screenshot for more details.Compose version in the app: composeBom = "2025.09.01"  At the same time, if you start a new conversation from the Intercom web interface, the very first message is visible in the app — but from the second message onward, it disappears again. 

Hello there! I am having some issues to understand how to assign the Conversation Rating to an agent. Context: I am using Fivetran connector to load the data on our Data Warehouse and from conversation_history table I am grabbing the column conversation_rating_teammate_id to link the owner of the rating with the corresponding admin/agent. Issue: We want to attribute the rating of each conversation to an agent using the same logic Intercom is using in the UI where the last agent who respond get the credit but for some conversations the last message author ID from conversation_part_history is not the same as the conversation_rating_teammate_id. Can someone explain me how this attribution logic works?Thanks!

Hi, we tried to integrate the voice transcription feature in our iOS application but we encountered an issue with the SDK. We have a HTTP Error: 401 unauthorized, with message “Tried to transcribe audio but there was a network error”All other features (message, document, photos) work correctly and our Android version succeed to use voice transcription.We check this list and seems ok in our side : Verify iOS preprod Identity Verification secret in Intercom dashboard (Security Settings → Identity Verification → iOS → Preprod) Ensure backend generates ios_user_hash with correct iOS preprod secret Upgrade Intercom SDK to latest version both apps Add NSSpeechRecognitionUsageDescription permission in Info.plist files Ensure setUserHash is called before any other Intercom methodI extract the intercom log : [Intercom] Push Notifications Handler: AUTO[Intercom] INFO - Checking if user identity matches existing identity.[Intercom] INFO - User identity matches existing identity.[Intercom] INFO -

I am using Intercom.presentMessageComposer(initialMessage) to show Intercom with a pre-filled message in my React Native app like this:await Intercom.presentMessageComposer(‘An initial message.’);I’m using this version: "@intercom/intercom-react-native": "^9.3.2"This launches the Intercom messenger on iOS with pre-filled message.On Android, this launches the Intercom messenger but there’s no pre-filled message. Also the message input is not visible on Android.Is this an expected behavior on Android or is it a bug?

I added some custom attributes like lead_id and lead_email.I tried to send those under custom_attributes or directly. Both failed. intercom.boot({ ...additionalSettings, .lead_id: visitorId, lead_email: email,}); intercom.boot({ ...additionalSettings, custom_attributes: {lead_id: visitorId, lead_email: email},});I expect to see those in contact.merged or contact.user.created or contact.user.updated Webhooks but could not.

We use Hubspot as our CRM and we have integrated it with Intercom in order to sync our customer data. In Hubspot it appears that the sync is on, but our customers are not being synced into Intercom as users. Any tips for getting this set up? Thanks!

Hello community, I am responsible for a project that requires a technical expert. I am seeking out a qualified professional to assist with implementation efforts. We are looking for a developer with technical proficiency in the Intercom SDK. This is for a defined scope of work to support a critical business function. The project has defined deliverables and milestones. I welcome all inquiries and recommendations.

Hello there! Has anyone here any suggestions for an app to integrate on top of Intercom to give our customers possibility to have anice list overview of their chat/conversation/ticket history, and where they can search in theit conversation history, etc.?