Answered

Can I automate the download of the calculated metrics per conversation file to S3, as shown in the Report Creation section? Just to clarify, I’m referring specifically to the metrics data displayed on the report dashboard—for phone calls, emails, and chats—not the raw conversation data. I’ve already reviewed the document about exporting raw data to S3.

Hi,  So I’ve been working on setting up my account and I’m stuck at this for over a week now.  I’ve got a lead form and these leads are being sent to Intercom, with custom lead data (attributes) such as event date and event type. This is all sent through zapier and Intercom API.  However, when a lead already exists, it’s not updating the lead with these custom attributes. All API work, I get the right 200 response, I do not get duplicated leads and so on. Mapping is all correct and we tested via Postman and via Intercom test enviroment, here it all works, yet sending real data via Zapier to Intercom does not update the lead.  We’ve checked with both support teams and lead data is sending through zapier to Intercom. However Intercom support mentioned they do not receive the body call, while the zapier logs show this is being sent correctly.  What is going wrong here, is this just a bug? I can’t believe no one is using the API on zapier to update lead profiles. I’ve spent 10 hours + ever

Hi Intercom team,I’m Romain from Ringover, a partner working with clients on Intercom integrations. I’d like to submit a feature request regarding the ability to ⭐ update internal notes ⭐ via your API.Currently, instead of updating the original internal note with new content (e.g. an AI-generated call summary), the API creates multiple separate notes for each update. Since Ringover also sends additional after-call events such as updated notes and tags, this results in a cluttered view within the Intercom workspace.Being able to update an existing note via API would significantly improve clarity and user experience for our shared clients.Could you please forward this request to the product team?Thank you for your collaboration.Best regards,Romain 

Hi Team,Is there a way / specific webhook one could use to subscribe to events when a Linear ticket is created from an Intercom conversation? I was unable to identify any specific one - as far as I can tell the only way to check from Intercom side is to loop through the conversation parts looking for the note signifying the connection.Thank you in advance!

I’m wanting to set up different brands so when a client emails a specific email, it assigns to that brand, and it’s that email that is the default email. My issue is, I’m wanting to set role or individual restrictions on who can reply to certain brands. Im not find any help articles or post about this. Is this possible? 

Hi, I had a quick query but can see any answer or similar query. I want my custom answers used only. It seems I may need to activate FIN Ai which is fine, but I dont really need it to resolve my customers queries for me, I would like to know if there is a way to prevent Fin from resolving conversations? 

Hi, When i export intercom conversation data to s3, it is missing the channel data, but the Channel data is missing but the Intercom docs says this should be included (see Available data points - https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data). Please advise. Thanks

Faço posts e banner para todos os usuários da minha plataforma, porém não é feita a entrega, por exemplo, consta que tenho uma estimativa de público de mais de 5000 pessoas e foi enviado para 383, queremos que todos usuários ao abrir acessem o post, isso acontece há meses e queremos ajuda para fazer as entregas.

It appears that the only opportunities for aggregation are Average, Median, Minimum, and Maximum but I want a Sum of all the time spent handling tickets for the last three months. How can I aggregate by Sum instead? How can I either remove the aggregation options so I can see a total sum, or get a full list of all the conversations and all of their handling time so I can sum it myself? Thanks!

Is there a way, perhaps using CSS, to hide the three-dots menu button for downloading the transcript?Thanks you

Hey we have been facing some crashes with the latest android sdk which is 16.1.0Here is the full crash logjava.lang.IllegalArgumentException: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}' at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:0) at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:189) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.TicketInAppNotificationContent(InAppNotificationCard.kt:180) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.InAppNotificationCard(InAppNotificationCard.kt:124) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:75) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:74) at androidx.compose.runtime.internal.ComposableLambdaImpl.invoke(ComposableLambda.kt:0) at a

Noticed an issue with the conversation search API, specifically on boolean fields when coupled with the != operator.For example the below query (even when run from the “Try it” button on the docs page) returns the same exact response as when using the = operator.  POST https://api.intercom.io/conversations/searchBody: {    "query": {        "operator": "AND",        "value": [{      "field": "read",      "operator": "!=",      "value": "true"    }]  }}I tested with different value types (string, boolean), other boolean fields (ex: open), as well as with “false” values. The behavior is the same.Please assist.

Hello everyone, I have been receiving this error when the app initialize on the mobile. @intercom/intercom-react-native is at 8.5.0, which seems to be the latest. iOS version is at 17.2   

Dear Team,I’m Prakash Hinduja from Switzerland, I'm a Consultant and Advisor, I’m exploring ways to sync my website with my social media accounts to streamline content sharing and enhance engagement. As part of this initiative, I would appreciate your suggestions on the most effective methods or tools you’ve used or come across. RegardsPrakash Hinduja Switzerland 

Hi, I have intercom set up on our website through GTM. The messenger is in the bottom and you can interact with it. I have banners working. But… when I go to set up a Beacon (tool tip) or a Post it won’t show up on the page. Any ideas? thanks

Hi All,We’re testing Intercom’s Side Conversations feature on the Advanced plan and ran into a situation we didn’t expect.Here’s what happened: Agent 1 was actively chatting with a client in a conversation. Agent 1 started a side conversation (via email) with Agent 2 to ask for internal help. Agent 2 received the email and replied via their inbox (outside of Intercom). That reply appeared inside the original Intercom conversation (expected) AND was visible to the client (unexpected). A few hours later, the client could no longer see that reply (it seemed to disappear). We were under the impression that replies to Side Conversations via email are kept private and not shared with the customer, so we’re wondering: Is this expected behavior? Was something misconfigured in how we sent the Side Conversation email? How can we ensure these responses never surface to clients again? I’ve attached a screenshot for context. The “test back” was a response from Agent 2 via email. Appreci

Hello,When I query the conversation_tag_history table, I noticed there can be multiple conversation_updated_at values for the same tag_id and conversation_id.Usually the MIN(conversation_updated_at) value is accurate, but I wonder how this can be the case?It happens frequently so I don’t think it’s because someone is removing a tag and adding it again, but I can be mistaken.Thanks in advance!

Hello All,As I continue scaling tiered support, I’m working to improve how we monitor both real-time and historical trends. Specifically, I’m trying to track: Time from conversation start to first assignment (Time in Unassigned) Time from first assignment to reassignment (Time in Tier 1) Time from reassignment to first close (Time in Tier 2) I also want to make sure we’re capturing the entire lifespan of the ticket, including both open and snoozed time.Right now, inbox views are the only way to surface aging tickets—but they aren’t designed for this kind of analysis. They don’t function like reports, and they don’t allow us to layer in the conversation attributes we’ve added, such as product area or difficulty level.That makes it tough to proactively support aging tickets, coach the team in real time, or dig into specific themes during 1:1s—especially when trying to identify which product areas need more targeted coaching.I’d love any ideas on how we can bring better visibility to

Hello everyone; When the iOS app launches, we log in our Intercom user as an undefined user. Later, when the user log in or creates an account with a JWT token and we login them in as an identified user through Intercom, we can't see the undefined user's messages. When we try to send a message, we get an error. I did the SDK integration correctly and the JWT token is working properly. But it's not automatically merging users' messages. How can I solve this problem? SDK Version; 18.8.0iOS: 18.4, 18.5UI Error;Something’s gone wrongCouldn’t load the conversation Intercom Request Error;Path: https://<app-id>-ios.mobile-messenger.intercom.com/messenger/mobile/conversations/215469369303322Code: 404{ "type": "error.list", "request_id": "004gb7n4n158kmpf4qeg", "errors": [ { "code": "not_found", "message": "Resource Not Found" } ]}  ​

We have a webhook subscription setup for our app that is set to trigger for the event conversation.rating.added. An app user is having issues as it’s only triggering for a bot admin that they’ve setup. When other folks on their team receive a rating, those do not trigger a webhook. Is this the expected outcome? The authenticated user has admin permissions, the assumption was that they’d have visibility over the entire organization. 

Hello, we've recently updated our SDK to the latest version (16.0.0) and we've been seeing a few crashes in production related to the in app notification. This seems to happen when showing the Full notification, as there seems to be something missing in the layout that intercom uses internally. We've just bumped to the latest version, but looking at the code, that doesn't seem to solve this particular issue.This is the stack trace we're getting:Fatal Exception: java.lang.NullPointerExceptionParameter specified as non-null is null: method io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView, parameter composeViewio.intercom.android.sdk.m5.notification.InAppNotificationCardKt.addInappNotificationCardToView (InAppNotificationCard.kt:3)io.intercom.android.sdk.overlay.ChatNotification.populateViewsWithData (ChatNotification.java:90)io.intercom.android.sdk.overlay.ChatNotification.display (ChatNotification.java:64)io.intercom.android.sdk.overlay.InAp

Hey! We have started getting this crash recently and switching to the latest sdk(16.1.0) didnt help. Can you please help me with this? Thanks! Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}'Full crash log: java.lang.IllegalArgumentException: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}' at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:0) at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:189) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.TicketInAppNotificationContent(InAppNotificationCard.kt:180) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.InAppNotificationCard(InAppNotificationCard.kt:124) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:75) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.i

Hello guysBy any chance anyone knows what is the HTML code for the Reply / Note box? As far as I am looking they have the exact code in the Inspect section, maybe I am looking at the wrong thing.Thank you   

I'm currently integrating Intercom into my React Native Android Expo app and running into some build issues that I haven't been able to resolve. I’ve followed the official setup guide and installed @intercom/intercom-react-native, but the build fails when running the Android version of the app.Details:React Native version: 0.74.5   Intercom SDK version: @intercom/intercom-react-native@8.3.0"   Java version: Java 17 on M1 Mac   Error message: TypeError: null is not an object (evaluating 'IntercomEventEmitter.UNREAD_COUNT_CHANGE_NOTIFICATION')

Hola comunidad,Estoy integrando Intercom en una app React Native (bare, usando EAS Build, no Expo Go) y tengo el siguiente problema:Uso el método Intercom.getUnreadConversationCount() para mostrar un badge de mensajes no leídos.El usuario está correctamente identificado (userId y email coinciden con los del panel web).Desde el panel web de Intercom, envío mensajes al usuario (tanto desde un agente humano como desde el bot).En el panel web, los mensajes aparecen como “Not seen” para el usuario.Sin embargo, en la app, el método getUnreadConversationCount() siempre retorna 0, incluso después de recibir mensajes nuevos y refrescar el conteo.Ya probé con mensajes automáticos/bot y tampoco se refleja el conteo.No necesito push notifications, solo quiero mostrar el número de mensajes no leídos.Estoy usando la última versión de @intercom/intercom-react-native y la integración nativa está bien (la mensajería funciona).¿Alguien ha tenido este problema?¿Hay alguna limitación conocida en el SDK de