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I own an iOS application that supports Teacher - student lessons. So I need a 1:1 chat where the student can be connected directly with the teacher and the teacher will only see their open chats with students that have started conversations with them. I did some quick prototyping on iOS and I see I can pretty easily set it up where the student can open up a global message queue (Messages Space) but how can I limit their scope to a particular conversation? Is that available in the iOS SDK or will I have to reach for some admin routes? 

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. 

Hello everyone,I’m Darshan Hiranandani, working on an application that has thousands of users, and I need to regularly create and update these users in Intercom, at least once a week. The problem is that the current Contacts API doesn't fully support bulk updates and comes with some significant limitations:It requires my app to track whether a contact already exists before performing a POST or PUT request. The API rate limits are very restrictive, especially for medium-sized user bases (166 requests per 10 seconds). It also requires storing the Intercom ID for updates, which isn’t ideal since my app uses an external ID for users. Additionally, the manual import process requires mapping each attribute, which is cumbersome and prone to errors.Given these constraints, I’m looking for a better approach or solution to enable bulk creation and updating of users in Intercom. Has anyone worked around these issues or found a better solution for handling bulk user operations?Would love to hear y

Hi there! We’re using the JavaScript implementation for web as followed on the docs, and we have some users reporting that they are either seeing a semi-colon added on the upper-right corner of the screen, or a full side panel that’s being injected when the “Need help?” badge is being shown. Please see the attached photos for a visual reference.Is this a bug that you are already on track or have a fix for? We’ve tried trying this to a simple page without any components, but it doesn’t seem to fix the issue. Any intel on this would be very helpful. Thanks!  

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 the Help Centre.

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! :)

Hi all, I am working on a feature attempting to automate the creation of few contacts in our workspace by hitting the post endpoint for `{intercom_api_url}/contacts`.My current data body looks like:{ email: providerData.providerEmail, name: providerData.providerName, phone: providerData.providerPhoneNumber, // These custom attributes throw an error in intercom when added. custom_attributes: { Is_provider: true, // provider_start_date: new Date().toDateString(), }, }Although the Is_provider custom attribute exists in the test workspace, my call keeps throwing me a 400 error with Bad Request.Please help with understanding why this is happening and if possible a potential fix. This would allow us to onboard a lot more contacts very quickly.

I know the default survey uses emojis with hover-over text labels, but it seems like our customers might not be understanding the difference between each rating (see attached image). It’s starting to impact our metrics a bit.I’d really like to keep using Intercom’s native CSAT tool for reporting and widgets, but I’m wondering: Is there any way to customize the default emoji options (e.g., swap them out or show the text labels instead)? Or do we know if there’s already a product request or feature idea out there for that? Also related question, is it possible to tweak how CSAT is calculated in our instance? For example, could we have “OK” responses count as positive? A lot of our users are parents or older family members, and based on some past examples, “OK” seems to represent a satisfied response rather than a neutral or negative one.

When I checked the Japanese inquiries in Fin AI's Performance, I found that all the content is displayed in English even though customers wrote in Japanese. Can you change it to as it was written?Also, could you add a feature to filter and select only Japanese customers?When I search in Japanese in the content from Knowledge, the relevant items do not appear in the results. As my customers use only Japanese, I would really appreciate if you could solve this issue. Thank you.

I am currently setting up the Fin AI Agent. I have a question regarding the "Talk to a human" flow.When a user triggers the handoff to a human agent, how are the notifications handled for the assignee (or the team inbox)? Does the assignee receive an immediate email notification? Is it purely an in-app notification/browser push? I want to ensure that when the AI hands the conversation over, our support team is alerted immediately, even if they aren't staring at the Intercom dashboard.Thanks in advance!

Today we noticed an issue with Fin failing to respond to tickets. There have been no changes to the workflow but for whatever reason it just hasn’t responded to queries. We noticed the increase in FRT and drop in involvement but looking back we are almost certain this has happened before. It appears to be intermittent and no real obvious answer but curious if anyone else has experienced this and how you resolved. 

Using the existing Intercom integration with Jira, I find it to be lacking in functionality.For example, a support agent reports on an issue and the agent raises a customer ticket or a tracker ticket. This action triggers an automation process that creates a bug in Jira.The important link between any support platform and Jira, is the AffectsVersion and fixVersion.I need the support agent to report in Intercom on the Affected Version, which should map to the Affects Version field in Jira.In return, once the development team assigns a fix version to the bug, I require the fixVersion field in Jira to map to a Fix Version field in the Customer or Tracker ticket.Such field doesn’t exist, so I have to create it… but I see no way to map the fixVersion Jira field to any field in Intercom tickets.Appreciate any insights on this matter - or how any of you communicate the Affects Version and Fix Version between your development work to support tickets? 

On the intercom landing page, we have some pinned articles. If you open the pinned article, and try to tap the "X" button, it will not close the article. However, swiping down will still allow you to close that article. This behavior only occurs on iOS - it does not occur on Android.Some notes:If you go from the landing page and select the "Help" to go to the collection of articles (rather than the pinned article on the landing page), then those articles CAN be closed via the "X" button. This behavior occurred on the latest react native SDK version, 19.1.2 We checked and found we had to regress to 19.0.3 to resolve the problem - however we cannot use this older version, otherwise we will lose the iOS 26 changes.

Hi Community, I’m successfully sending WhatsApp template through Series, but no conversation is being created in Outbound. Can you assist if I’m doing anything wrong?

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

Hi, im trying to send a message when a client does not answer to a bot. I´m sending a few options in buttons when the conversation starts, and I would like for the bot to identify if the customer hasn´t responded in 30 minutes and send them a “Are you still there?” message, then wait other 30 minutes and close the conversation if there still hasn´t been answered. Is something like this possible? Fin tells me you can´t send automatic messages if the client hasn´t responded to a conversation with the bot.

Hi,I am trying to use Custom Objects to show the orders of a users that message us, either through email or whatsapp. I created the custom object Order with the relevant attributes. I then created an external reference in People and Conversations, referencing Order via a one to many relationship. Then I created a webhook that triggers when a conversation is created or a reply is given. The webhook calls a service that posts to /custom_object_instances/OrderWe post an external_id and custom_attributes according to https://developers.intercom.com/docs/references/rest-api/api.intercom.io/custom-object-instances/createcustomobjectinstances -d '{ "external_id": "123", "external_created_at": 1392036272, "external_updated_at": 1392036272, "custom_attributes": { "order_number": "ORDER-12345", "total_amount": 99.99 }Now the documentation does not say anything about how to link the Order to People.Fin says, you need to put a customer property inside custom_attributes, fi

We are new integrating Intercom with our systems. Right now having problems with location object... Where can i get some list of valid (countries, regions, cities) in order to map correcctly?

Hi everyone 👋We’re building a Canvas App Sheet for a live Intercom Messenger integration. Our goal is to let logged-in users view and update profile data — specifically values like First Name, Last Name, Primary Chapter, and SpotMe_Id — all of which are being passed into Intercom via a custom embed snippet.✅ These custom attributes show correctly on the user profile inside Intercom.🚫 But when the Canvas App loads via /sheet, the contact.custom_attributes payload does not include these fields (we checked with full logging of req.body). We tried accessing them via: jsconst contact = req.body.contact || req.body.context?.contact || {}; const attrs = contact.custom_attributes || {}; Even though we can see the correct attributes in Intercom, attrs only contains empty/default values like Member, or Global.We’ve verified: intercomSettings in the embed includes the attributes (they appear in the user profile) We’re using open_mode: "conversation" in our Canvas App button App is launched

We’re looking for a way to mass import our knowledge base articles from Zoho Desk into Intercom. What’s the best way to accomplish this? 

Hello everyone, I encountered a strange issue while testing user flows for a mobile video editor, similar to the capcut apk tools I've been using. sometimes it takes a long time for the Intercom widget to appear when the app loads larger media files, or it appears after everything else has finished loading.Has anyone else observed that Intercom behaves strangely when handling large files or a lot of ui changes? Is there a better way to queue events to ensure smooth operation, or do you think this is just a performance hiccup? I'd be interested in learning how others have dealt with it.

Issues:Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done.    There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuting another area   Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing.    No export buttons anywhere   There is a table where they give percentages of conversations, but you can not click open any of these to see where they are stemming from- again, also no export option located.   ​​​​​​​ 

We’re Intercom customers and we need to build a variation of the checklist on our own page, not inside the Messenger widget. I assumed the most obvious solution would be to consume an API that returns these checklists, similar to how it works with articles. Do we have anything like that? I couldn’t find it in the documentation.This is very important for us!

We are experiencing an issue with the Intercom Android Mobile SDK. The issue is that the in-app message notifications appear underneath the navigation bar at the bottom of the screen, as opposed to sitting directly above the navigation icons.Our app currently uses the SDK version 17.1.1 – however we have been able to reproduce the issue even on the latest version of the SDK (17.3.0). The release notes for 17.2.0 indicate the issue was resolved.  Upon further investigation, it appears the issue stems from the fact our app still uses AppCompatActivity as our base Activity, instead of ComponentActivity which is what the sample app uses. I tested this theory but switching the ComponentActivity to an AppCompatActivity in the sample app and the bug was surfaced there as well. As it would not be trivial for us to switch our base Activity to ComponentActivity, I'm wondering if there are any further solutions currently being worked on for the next release of the Intercom SDK that would resolve

I want to embed an interactive demo into our Help Articles from another platform. Can I do that? The code is: <div style="position: relative; padding-bottom: 56.25%; width: 100%; height: 0;">    <iframe      src="https://tashi.storylane.io/demo/swdjjjrzseopquot;      allowfullscreen      style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"    >    </iframe>   </div>