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2186 Topics
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User1376New Participant
asked in Reporting
How do I see the number of emails replied that triggered a conversation rating?

I am currently able to see the total responses to conversation ratings triggered but I am unable to see the total conversation rating sent for a particular period.  I would like to use this to determine the response rate to conversation ratings triggered when agents reply to emails. Can anyone assist me?

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Racheal
Intercom Team
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Eoin WNew Participant
asked in API & Webhooks
I am using the Java SDK to update Intercom from my Java application. However I note that the Java SDK only supports v 1.3 of the intercom API. Is anybody using this SDK? Should I just use the REST API instead?

I am using the Java SDK to update Intercom from my Java application. However I note that the Java SDK only supports v 1.3 of the intercom API. Is anybody using this SDK? Should I just use the REST API instead?

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A
Employee
Oseas
Employee
OseasEmployee
asked in Customer FAQ
How to see conversation events in the New Inbox?

I used to see logs between messages in conversations such as "You snoozed the conversation until tomorrow", but since I switched to the New Inbox I can't see them anymore.

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Oseas
Employee
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CalendlyNew Participant
asked in Apps & Integrations
Canvas does not render in the Inbox on Submit Response to the Submit Request originating from the Messenger

Hello,Our app responds to Submit Request originating from the Messenger with a Canvas to render. Prior to migration to the new Inbox, our Canvas was then rendered in both the Messenger and the Inbox. Now it only ever renders in the Messenger.Is this a bug or a feature? or am I missing something? :)

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Daniel M15
Employee
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AugustoNew Participant
asked in Mobile SDKs
Issue with iOS integration and carousels.

When we sent a carousel from the website, we noticed that, if the iOS app is in foreground, the carousel is received (it is ticked as "sent" on Intercom's website), but it's never displayed to the user. But, if the app is killed, or in background, while the carousel is being set live, then, upon opening the app and logging the user to Intercom, the carousel is displayed correctly. We tried both with "IntercomAutoIntegratePushNotifications" set to YES, and setting it to NO, adding the following code to the AppDelegate, both to the function "didReceive", and the function "willPresent": let userInfo = response.notification.request.content.userInfo if (Intercom.isIntercomPushNotification(userInfo)) { Intercom.handlePushNotification(userInfo) } 

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Daniel M15
Employee
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DustyNew Participant
asked in API & Webhooks
Can I send a button message by API reference?

Have any way to send a button like demo bot sent:​​

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User1370New Participant
asked in Reporting
How to Access Conversations in/via First Response Time Report (More Granular View)

Greetings,I cannot see an option to access the conversations which cost us our SLA, when it comes to high First Response Times I just see the time stamp on the chart.Pinpointing the conversation seems like a very cumbersome task, is there any way we could have that in our reports? Best,Saman

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Employee
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Employee
Lisa B11Employee
asked in Customer FAQ
Is the new SMS feature available in my County?

Is the new SMS feature available in my County?

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Diana Tripac
Intercom Team
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SheeryNew Participant
asked in Mobile SDKs
Exceptions reported by firebase in android sdk

Hi , We have integrated android sdk for intercom in our Flutter app having version 12.3.0. There are few exceptions/ANR that is reported on firebase which I would like to highlight. Can you guy please look into it and let us know the resolution for the same. The screenshots for this are also attached with this. Do let me know if there is anything else required to fix this.   Here are the exceptions and its stack trace:- 1. IntercomPushManager.java line 51 main (runnable): tid=1 systid=24170 #00 pc 0x458f1c libart.so #01 pc 0x6f98a8 libart.so #02 pc 0x701380 libart.so #03 pc 0x3b38c0 libart.so #04 pc 0x34a314 libart.so #05 pc 0x28b45c libart.so #06 pc 0x28a630 libart.so #07 pc 0x28a630 libart.so #08 pc 0x364b88 libart.so #09 pc 0x677bb0 libart.so     at java.lang.Class.classForName(Class.java)    at java.lang.Class.forName(Class.java:454)    at java.lang.Class.forName(Class.java:379)    at io.intercom.android.sdk.IntercomPushManager.getFcmServiceClass(IntercomPushManager.java:51)    at

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Employee
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vu45New Participant
asked in Apps & Integrations
Why is my Messenger ping timing out?

I cannot integrate to my web site.POST https://api-iam.intercom.io/messenger/web/pingnet::ERR_TIMED_OUT I did flow the integration to my web page but I got the error and dont know why.Im sure that I check all steps, copy script from the dashboard(included the app_id)...This took me a very long time. please help.Im using trial plan.

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CS M11New Participant
asked in API & Webhooks
Can you use gradle 7.2 for intercom-react-native?

For the intercom/intercom-react-native package found here (sorry, link button not working): https://github.com/intercom/intercom-react-native It says to use gradle 4.0.1 in the docs here:https://developers.intercom.com/installing-intercom/docs/react-native-installation/p> Does that mean that is the minimum version needed, or it has to be that version specifically? If specific, are there any plans to expand this to work with gradle 7.2? We use React Native 0.67.4 and it requires gradle 7.2. Also, can I suggest an "Issues" area on github? I think developers would really appreciate that. Thank you!

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Alex B14New Participant
asked in Settings, Security & Permissions
How to force teammates to enable 2fa?

Hi,I have enabled "Require teammates to set up two-factor authentication (2FA)" - but it doesn't seem that Intercom "forces" teammates to enable this. Is there anything I can do to force them?

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Daniel M15
Employee
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MarkoNew Participant
asked in API & Webhooks
Conversation model - updated at field. Is it updated whenever a new conversation part gets appended to a conversation? Conversation part hard limit.

Does the "updated_at" field of a conversation gets updated whenever there is a new conversation part added to that conversation. I'd like to write a script which would query all conversations, check their "updated_at" fields and compare them to their previous values and if the values differ, the conclusion would be that a new conversation part was written for that conversation. Is this assumption valid? Then I would retrieve the parts only for the "updated" conversations.  Also a follow up to the question would be in relation to the hard limit set by retrieving conversation parts (500 max). How often is this limit reached? Is there a way to bypass this?

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Employee
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MalithNew Participant
asked in API & Webhooks
Company's created_at is always unknown

I wanted to get the date of a company first created and for some reason all of the companies' `created_at` date is set to unknown. According to docs its handled by Intercom: https://developers.intercom.com/intercom-api-reference/reference#company-model So I started passing down an UNIX timestamp to `remote_created_at` and instead of `remote_created_at` `created_at` started working. I tested 3 times with and without `remote_created_at` and I can confirm that `created_at` was only working when I passed a timestamp to `remote_created_at`.  Can someone help me to understand what's going on here? Thanks! Update: I fetched company data using the API and noticed that `created_at` timestamp is in-fact present on the company data. Its just not properly appearing on the Intercom company dashboard? And if I set `remote_created_at` then only the `created_at` will show up but not `remote_created_at`. This is weird behavior :S

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Gabrielle D11New Participant
asked in API & Webhooks
Android build error: packages do not exist

I am migrating from tinycreative/react-native-intercom to intercom/intercom-react-native(3.0.5). I'm not using push notifications. The app builds in Xcode but is failing in Android. Below is a screen shot of the errors. When I go to the first one in the code, the full name is io.intercom.android.sdk.helpcenter.api.HelpCenterArticleSearchResult, but the error is cutting off at "api". It is the same for the rest. Why would it do that? I looked diligently online and couldn't find anyone with a similar problem. It seems weird that it is in node_modules. Anyone with a hunch as to why this might happen?

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Greg HNew Participant
asked in API & Webhooks
Why is my contact (user) avatar showing null on update?

Hi, I'm using the API v2.5 to update a contact as per the docs: https://developers.intercom.com/intercom-api-reference/reference/update-contact/p> This works fine, but for some reason, when I try to update the contact's "avatar" field I've run into this weird issue: If I update with this URL it works fine: "https://img.icons8.com/material/344/user-male-circle--v1.pngquot;. But if I update with this URL, the update succeeds but the avatar field is set to null: "http://res.cloudinary.com/paind/image/upload/v1658396160/user-avatars/zyzlejwogq0oua4nmgwu.jpgquot; If I try a few different URLs, it seems that all my "res.cloudinary.com" URL strings result in your API setting a null value. My user avatars are hosted on Cloudinary, so this is a problem. I can't see why this is the case! Are you validating more than just string data type? String length? Excluding Cloudinary URLs for some reason? Please help! You should be able to recreate using a tes

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Sylvain GNew Participant
asked in Reporting
Number of conversations / messages per user / custmer

Hello, I do not find the solution neither in report or API so I ask the question.I would like to extract (interrface, csv or api) the number of conversations per user & customer but also the number of messages par user / customer The idea is to be able to report and take decision according to those statistic. Thanks for any help on this. Sylvain

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Daniel M15
Employee
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TimurConnector
asked in API & Webhooks
How can I create a Contact with `utm_*` labels via API v2.5?

How can I create a Contact with `utm_*` labels via API v2.5?

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Ankit JNew Participant
asked in API & Webhooks
External id is not being saved in create contact api. How to make it work?

We are trying to create a contact with the role user, but on sending `external_id` in request, it's not getting returned in the response. Also it doesn't show up in the properties of the created contact in the dashboard. And using the search api with that `external_id` returns no results. Anything we might be doing wrong or some setting we have enable? Here's the request and response object:{ "role": "user", "external_id": "27", "email": "wash@serenity.io", "unsubscribed_from_emails": false, "custom_attributes": { "conversion_score": 0.98, "age_bucket": "0-14" } }{ "type": "contact", "id": "62b55ddacc687ae385777d76", "user_id": "f4e6fa26-a66f-44ad-a9c8-48aae2428a5d", "anonymous": true, "email": "wash@serenity.io",

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Brandon T12New Participant
asked in Apps & Integrations
Canvas Kit App button is clickable by teammates if app button is url type. Is there a way to prevent this?

I am working on making a canvas kit app. In experimenting with button types, I have found that the url button types are clickable both by the chat user and the teammate responding to the chat. Compare this to an app with a submit button, which is greyed out on the teammate side and is not clickable. Is there a way to prevent a url type button from being clicked by the teammate? (In our use case, we want the url button to be a feedback survey, but we only want the chat user to be able to access the button, not the teammate). Alternatively, is there a way to redirect to a url from a submit type button? I experimented a little with having the server respond to the submit webhook with a redirect status (such as 301 or 307) but this has not worked. Thanks in advance for any help or workarounds. Image: chat on the right shows the teammate view, where the url button is clickable and the submit button is greyed out. 

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Employee
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MarkoNew Participant
asked in API & Webhooks
Whats the difference between messages and conversations?

Getting inconsistent responses using the unstable API version for the export endpoints. I also can't seem to parse the gzip response using any python library? What I am aiming towards is retrieving the chats between clients and admins up to 6 years in the past per client for compliance reasons. Is that possible?

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Employee
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User1349Connector
asked in Reporting
Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign

Hi, we noticed customers use *** intercom-mail.com to send direct messages to our team while they are OOO. It seems that this impact our FRT because those conversations are handled the following day. Do you have any workaround? We cannot use reassign mode

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Daniel M15
Employee
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ZakActive User
asked in API & Webhooks
Count of Conversations with a tag + Zapier Use

Hi there! I'm a noob when it comes to API stuff, so just still trying to figure it all out.I'm attempting to setup a Zapier hook to pull a total number of conversations with a particular tag on them. Wondering if this is possible? I can see by this https://developers.intercom.com/intercom-api-reference/reference/conversation-counts I'm able to get the total count of conversations, but it doesn't specify if I'm able to also add a filter by tag. For some context that may or not be helpful, for customers that are affected by a bug we'll assign them the relevant bug tag. We can filter by this in reports, but if I can do it as an API call then I can get it into our Notion page which would be super handy. Finally, (and very optionally since it's probably not that related to Intercom lol) any basic advice on how I could implement an API call into Zapier? I tried to set one up and got a bit befuddled when it wanted tokens and auth stuff that I wasn't very famili

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Saurabh ANew Participant
asked in Intercom Community
Salesforce to Intercom Contact/Account sync

I have setup the Salesforce Intercom app integration. However I am not able to understand why the integration is not syncing the following

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Daniel M15
Employee
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User1344New Participant
asked in API & Webhooks
Is there a way to retrieve only a conversation part from the API without retrieving the full conversation?

I know I can get the entire conversation which contains a list of all the conversation parts but that's overkill for my needs. I have a workflow automation tool that needs to check whether a particular conversation part has already been redacted and would like to get right to that data.

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Employee
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