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Hi! We would like to send a short summer message as a chat bot message, on top, of the ordinary that we have today. how do i add that to our bot?

Hi Support,We are investigating an issue with our Salesforce integration where data is not persisting for new users, specifically regarding a race condition between the Salesforce Sync and the JS SDK boot method.Our Setup: Integration: Official Salesforce App. Matching Logic: We currently match on Email. User Creation: Users are created via the JS SDK (Intercom('boot')) when they first log into our portal. The Scenario: Time T1: A Contact is updated in Salesforce. A mapped custom field (salesforce_resource_access) is populated. Time T1 + 5 min: The Salesforce Integration triggers a sync. Note: At this moment, no User exists in Intercom with this email address. Time T2 (Days later): The user logs into our web portal. Time T2 + 1 sec: We call Intercom('boot', { email: ... }). The user is created in Intercom. The Issue:When the user is created via the JS SDK at Time T2, the salesforce_resource_access field is blank. The data synced at Time T1 is lost.Our Questions: "Create N

We are a SaaS environment where FIN supports two separate products that are able to be connected to one another.  We are working with audience content targeting and other documentation flows and guidance to ensure the proper resources and content are sourced for the correct inquiries.  We’ve also had issues where changes were implemented before we were able to ALL sourced content updated, and instruction was given that couldn’t be followed. Has anyone come up with a way to track conversations that specifically are giving information the customer is unable to follow?Current Idea going over this afternoon is to make an attribute, and have the key words and things often asked include “its not there” “i’m unable to do that” “that is missing for me” and other example statements we’ve seen in chat, and have that be a specific attribute used in an escalation guidance, and get those customers to reps to verify their environment. But would also then be able to get reporting on that guidance bei

If I enable Automatically close unresponsive conversations using rules, will it trigger a survey?

Hi, is there an option to export certain articles from our intercom article help center?kind regards

I have a real problem because on mobile devices, my app displays a bottom navigation/tab bar. As you can see in the picture attached, the standard mobile layout that you impose means that the messenger obscures the mobile menu:  Even if I adjust the bottom spacing to say, 60px, it has no effect on mobile devices.This is a real annoyance and I can't immediately think of a way to solve it. Surely other customers have experienced this issue before?

Hi! Based on the article about formatting articles, https://www.intercom.com/help/en/articles/4103903-formatting-and-exporting-your-articles-with-the-articles-api, there doesn’t seem to be a way to POST an article through the API that has callouts. For instance: Any ideas on how this might be possible? Thanks!Scot

The Companies List API has a limit of 10000 companies. Does the Retrieve API have the same limits?In other words, can I call https://api.intercom.io/companies?page=<page>&per_page=50 and paginate over more than 10000 companies?

I’m trying to pull a list of the most recently updated articles in Intercom. In all of the documentation it says that the data is by default coming in as descending of Updated At. However, from my limited knowledge and use of Zapier and Postman’s AI bots, it seems the data is coming in with a sort of Created Date and not Updated Date. Anyone else notice this?Thanks

how do i manually edit users and leads? i need to edit “company” this is what i see when i click on “edit” button  

Hi. Creating a new topic as the existing ones about this are quite old.I’m new to Intercom (used HubSpot before). My customer support team used to receive all messages on MS Teams. I see that Intercom doesn’t have an out-of-the box integration with Teams. Is there any 3rd party solution for this or has anyone achieved this in a relatively simple way?Thanks!

Hi Guys,Please is there a workflow I can implement if there is a spike in interaction that I am notified?

Hi community, I'm trying to set up Fin to provide different responses to different audiences using audience-targeted Snippets, but Fin is completely ignoring them and not using them at all. What I've configured:• Created specific Audiences based on user attributes • Created Snippets with different content for each audience• Assigned the appropriate Audience to each Snippet using Audience Targeting• Verified that users match the correct Audience criteriaThe problem:Fin is NOT accessing the audience-specific Snippets at all - it completely ignores them and uses general content or other articles instead. Even when the Snippet is perfectly relevant to the question and targeted to the correct audience, Fin doesn't use it.Context:We're a fintech company with complex financial products. It's critical for us to have a SCALABLE solution that ensures Fin provides accurate, segment-specific information to the audiences we've pre-defined. Providing incorrect or generic information could lead to co

Hi!  I’v reported to my CS something strange that are happening by addind SLA’s. I don’t know if i’v not understanded how to set, or if its a bug or if there are another configuration on intercom that are impacting on my SLA’s.I need some help to set SLA’s, someone can help me on this thread?   Basically i’vd set a resolution SLA by 10 days, considering a office hours to 8am to 8pm and the resultig when i set this sla to a ticket is crazyest 30 days. This is one of example, theres anothers kinds of things that i dont understand.  Fin’s haven’t helped me, i’vd make the same thing he told me but the result is different that what i need.

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 to load the conversations is done exactly once, after opening the Intercom widget for the first time, and is not repeated

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.

I want to report an issue we have encountered with the Intercom SDK on Android. When a user attempts to open a password-protected PDF sent by the support team, the application crashes with the following error:Fatal Exception: java.lang.SecurityException: password required or incorrect password       at android.graphics.pdf.PdfRenderer.nativeCreate(PdfRenderer.java)       at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172)       at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)       at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)       at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41)       at androidx.compose.ui

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?

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 resorting to custom code.Thank you for considering this enhancement

In order to know, which languages are available in Intercom I am used to going toThe list: https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/article#path=translated_contentAnd by extracting the translated_content[language] I get a list of all the language codes possible. I am using this to validate our internal list of languages we use! But what if Intercom ever adds a new language? Is there an endpoint I could use to fetch the available languages?

Earlier, under Fin AI Agent → Train → Content, there was a Custom Answers tab within Content Sources, where I had added several custom answers.I no longer see the Custom Answers option in this section.Could you please clarify: How can I access the custom answers that were previously added? Are these existing custom answers still being used to train the AI agent? What is the current process for adding new custom answers?

I'm looking to integrate an external service that delivers automated Instagram likes after specific user actions on my website. For example, after a user completes an onboarding message or reaches a goal in a Series flow, I’d like Intercom to trigger a webhook call to an external URL like this one.Is it possible to set up this kind of automation using Intercom’s webhooks or custom actions within the Series builder? Any guidance on setting up payloads, security, or best practices would be much appreciated.

Hey everyone,I’ve been reading a bit about how search engines are evolving, and I’m curious — how much does actual user engagement (like time on page, clicks, bounce rate) affect rankings these days?I’m not asking about tools or backlinks, just wondering if engagement metrics are becoming more of a signal for SEO than traditional methods. Would love to hear what others think or if anyone’s seen changes from this.Thanks!

When fetching conversations via the Conversations API (GET /conversations/{id}), I’ve noticed a difference between WhatsApp images and WhatsApp audio messages. Image messages include full attachments data (URL, content_type, filesize, etc.). Audio messages, however, show attachments: [], even though the Intercom Inbox UI displays an audio clip. The only extra field is external_id with a WhatsApp wamid, but no file URL or metadata. Example audio part:{ "part_type": "comment", "body": "<p>Sent an audio clip</p>", "attachments": [], "external_id": "whatsapp:wamid...." } How can this be resolved?