Intercom Product Area

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

Hi everyone,When support volume suddenly spikes, I’ve noticed it becomes harder to keep response times consistent, even with automation and routing in place. Conversations pile up quickly, and it’s not always clear which steps should be handled automatically versus manually.This came up in a discussion where someone mentioned structuring execution logic outside the main tool, like deltaexector.com, which made me think more broadly about handling load and prioritization. How do you usually manage high-volume periods without sacrificing response quality or burning out the team?Do you lean more on automation, temporary rules, or external helpers to keep things moving smoothly? Would love to hear what’s worked for others.

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

Hello,We have a react-native/expo app and are having issues opening any help center articles shared to users via the intercom messenger on our app. The same exact article works without any issues when sent to the same user but opened on Intercom messenger running on our web app instead.Any help would be much appreciated. Best regards,Tiago Cruz  

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

I'm syncing documentation from Notion to Intercom and I’m looking for a better way to handle internal and public articles.Current workflow: All documentation is written in Notion. I use Intercom’s native Notion sync, but it only creates internal articles. I then use Make.com to read those internal articles via Intercom APIs and create/update public articles with the same title and body. I'd like to also copy the tags from the internal articles, but I can't find a way to access them through the API. My questions: Is it possible to retrieve the tags assigned to internal articles via the API or any other method? Is there a better or more official way to convert internal articles

To be able to still export the covnersation that has been merged with.Currently, there’s no button above once you merged the conversation.

Hi, I want to know how to write bold text as an user that messaging with the company?Tried to do markup syntax but nothing works, the only thing that seems to be working is <br> tag which breaks a line, is it possible at all to write bold text as an user?

a lot of inbound emails come in to my support mailboxes with multiply people on the email and I would like us to send out the CSAT email to all people in the conversation.

Hello Intercom Product Team,I am requesting the addition of a simple, native feature within the standard visual message composer (for Posts, Tours, and Surveys) that allows for a horizontal layout.The Problem:Currently, users are restricted to a vertical-only stacking of components (image/icon *above* text). This limitation significantly hinders the ability to create visually appealing, professional, and compact UI elements such as icon-based feature lists, modern notification styles, or simple image-text pairings.Horizontal layouts are standard in modern UI design for clarity and aesthetics.Relying on the complex Canvas Kit for a basic layout change is a high barrier for non-developer marketing and success teams.**Attached is a Figma design of a standard Pop up I would like to create on Intercom Having this ability would be a significant improvement for all users who want more control over their message design without

Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work. 

Hello, I am currently working on a project wherein we want to add a note whenever a customer starts a conversation. The note will contain a URL based off the conversation ID. So if a customer creates conversation 1234, we will leave a note example.com/whatever/1234.It does not appear that the workflow “add a note” action allows me to populate the note with the value {{conversation.id}}.Is this something that would be possible to add support for? The only workaround I can think of is to create a custom action which POSTs the conversation ID to some API endpoint which responds with the ID, store the ID as a custom attribute, and then use that custom attribute in the note. This is less than straightforward and seems more difficult than simply referencing the ID directly from the “add a note” action.Is this something that Intercom can support?

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

Hi,We have included Intercom for messaging on our single-page-application. The widget is visible before and after login, so users can contact us from every page.We boot the Intercom widget with the app_id parameter, before the user is authenticatedwindow.Intercom('boot', { app_id: APP_ID })After the user has logged in on our site, we update the session with window.Intercom(‘update’, {   intercom_user_jwt: <jwt>,   name: <user name>})If the user has not touched the Intercom widget before login, everything works fine. The conversation history is loaded, once the user opens Intercom.If the user opened the Intercom widget before login (or started a new conversation in ‘visitor’ state), the conversation history is NOT loaded after authentication. To see the conversation history, the entire page must be reloaded.Browser development tools show, that the request

Related to the Critical Vulnerabilities in Next.js and React (CVE-2025-55182), we have identified that our Help Center hosted by Intercom is affected. Please patch as stated in the article as soon as possible since this is an urgent matter!

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on th

We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do!  Thanks! :)

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explici