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When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold.  The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response.  I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response.  Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user.  However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series.  Has anyone come across anything simila

I have a problem where I’m using expo-splash-screen to show a splash screen while I do loading tasks before presenting the application. The problem is that when the app receives a push notification from Intercom and we open the app from that notification Intercom presents the chat UI before the splash screen has been dismissed and the app UI has been shown. I imagine this is happening because `intercom-ios` does the handling of its push notifications internally and has not knowledge of whether the app is “ready” or not. How can we fix this?

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

Hi everyone,I’m Ajay Hinduja from Geneva, Switzerland, can I use Intercom to manage and send email newsletters to my users?I’m considering using Intercom not just for support and messaging, but also for regular newsletters and updates. I'd really appreciate your suggestions or insights. RegardsAjay Hinduja Geneva, Switzerland

Hi guys,I know that conditional attributes for conversations are available, but what about tickets? can i set conditional attributes for them?  Thank you

Hi!I want to design a system where any employee can ask Fin questions and get answers based on our internal resources and customers can ask questions and get answers based on what’s in our help center. One idea was creating two help centers (one for employees and one for users) but looks like Fin can only be trained on one help center. Anyone have success with creating a system that uses Fin trained on two different knowledge bases to answer questions? Or other general thoughts about how to go about this? We use confluence for our internal resources and have a help center that we directly edit for customer questions. Also don’t want to add every single employee as an intercom user 

Hi! Evaluating Intercom now as a potential replacement for my previous support system. Setup has been great so far! However, I do see one potential showstopper in the Android SDK. When receiving a push notification it is possible to open the intercom messages directly from the notification, and then have a permanent “chat bubble” on the home screen. We are a very small team with a large userbase, and can’t have a direct line to support available on users home screens. Is there a way to disable this? I do want users to get notified when there is a new message, and it could be fine to open the messenger directly. However, to show a permanent chat bubble on the home screen is not something I am comfortable with. Can you disable this in some way?

Hi everyone,I'm Dario Schiraldi, CEO of Travel Works, based in Dubai. I’m currently exploring ways to enhance our travel platform with more dynamic features, and I'm looking into integrating APIs for flights, hotels, car rentals, and possibly experiences.I’d love to hear about your experiences—what worked, what didn’t, and any tips you can share. RegardsDario Schiraldi  

From time to time, agents cannot log-in and see different errors:Developer login page instead of regular one Or error “You’re running old version of the Intercom web app...” (hard clear of cache and cookies works from 3-4 attempt)Does anyone else encounters such behavior, or are we the only lucky one? :) What helped you with that?For the context, it happens with several people at once, different devices, different IP, location. The browser is updated, no internet connection issues. We’re using EU Data Hosting, btw

Hi Intercom community, I am wondering if there are keyboard shortcuts for the Help Center formatting features like the note callout, embed videos, dividers, bulleted lists, and so on. The keyboard shortcuts for standard formatting features (Ctrl + B on Windows for bolding text) seem to work. However, I am not seeing any evidence that these shortcut keys exist for the Intercom-specific features.If it has not been implemented, hotkeys would be a really nifty tool that would improve quality of life and productivity!

Are there any scripts available to migrate CDAs Tags Companies Contacts (Leads + Users) Events & Event Metadata and Articles from US to EU?

Hi. This is on both Android (1.16.0) and iOS (18.7.2). When I start a conversation with the AI chatbot and use one of our predefined quick replies I need to wait until the textfield appears and then send a new text message or send a GIF before the AI reacts to the first quick replie I sent. This feels like a bug in the implementation and of course the chat should start right away if the user uses the quick replie feature, 

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

Please someone help me out about this community

loginIdentifiedUser / loginUnidentifiedUser works properly on app launch. The issue is when you carry out these actions in sequence -  loginIdentifiedUser, logOut and loginUnidentifiedUser, I get this UI error with console error errorCode: 0, errorMessage: The operation couldn’t be completed. (Network request succeeded but the response was ignored error 0.)  

We are utilising the 6.0.2 version of the capacitor-community/intercom package, which is using a 12.x version of the Intercom Android SDK internally.What seems to be happening is that when the plugin registers it is making an initial call to Intercom (probably for the reasons outlined in this thread: Our JS implementation code does not do anything until the user logs in. At which point we call `setUserHash` and `registerIdentifiedUser` respectively. We then have a button that launches the intercom bubble (displayMessenger).On a fresh install an Android 15 this works fine. We can login, click the button and intercom launches. On Android 16 it doesn’t. If you exit the app and restart it works fine from that point onwards.When monitoring the logs on the Android 16 device, with a release build, we get this error immediately upon app launch, before the user has a chance to interact (or even grant permissions for things like push notifications):Failed to register or update user: {"type":"err

Hi everyone, I’m a WFM employee assigned to a new client who’s using Intercom, and it’s my first time to use it. I am looking into building a payroll report, currently they pay the employees just based on how long they are logged in which I can easily find the report in intercom (Adherence Report), however, they wanted to change it and reference it with their schedules. The only way to do it is to use the Login/Logout report of each employee which shows what exact time an employee logged in/out. I can’t seem to find the report in intercom. Is there anyone here who happen to find that report and if you can share where in intercom can I get it?

We’re using react-native and the SDK version 8.5.0 on iOS 15+When our app boots, the user is logged out, so we run `Intercom.loginUnidentifiedUser()`The user then clicks Chat and we present intercom via `Intercom.present();`We then have a workflow/setting enabled for intercom to ask for the users email address (they’re not logged in)But when the input appears, you cannot click on it, if you do, it just toggles the timestamp on the input.  No matter how often we try click it, it doesn't work, we’ve tried on simulator, on device - multiple devices of diferent models and non of them work. Please advise.

I'm currently trying to set up an outbound template that includes the following dynamic data from every colleague of mine:(full) NameJob titlePicture Last year I talked to the Intercom support about this, but it was too much work back then. Now I want to try it again. The last tip about it I got from support was to use something like this:{{message.author.first_name}} from {{app.name}} and also use the variable for fetching the pictures: <img src="https://www.example.com/avatars/{{ message.author.first_name }}.png" height="40" width="40" class="avatar" alt="intercomavatar"> My first tries today weren't really successful, any other tips for me?

We can choose which attributes are shown (or hidden) but how can we re-order the list? For example, we might want the first 3 items to be:  phoneconnection countjob title but display a lot more than this below. At the moment we need to scroll to find these higher value fields in a longer list. We'd rather see them at the top.  

Hi,It appears that the Intercom CDN links synced to Zendesk via the ticket integration have a short expiration period of under an hour. After expiration it is not possible to view the images in Zendesk directly.Is there a setting in Intercom to extend the expiration or is it possible to remove the expiration?Thanks!

I'm trying to get to know about you intercom. Please be nice to me. Thanks 

We use Docusaurus for all our documentation and would like to centralize onboarding by embedding Intercom checklists and product tours directly into our docs.Our engineering team also built a custom search bot that scans our Docusaurus portal, but its button overlaps with the Intercom Messenger since both use similar placement and styling. To resolve this, we’re exploring two options: Embed Intercom content (like checklists and product tours) directly in Docusaurus pages, without relying on the Messenger or Help Center. Integrate our custom search bot into the Intercom Messenger via API, so we can unify both experiences in a single UI element. Are either of these approaches supported? Or is there another recommended way to host or display Intercom-created content outside of the default Help Center and Messenger?Thanks!

This is specifically for the followup camera request (“<app> does not have access to your camera”) after declining the first camera request. From Apple:Guideline 5.1.1 - Legal - Privacy - Data Collection and StorageThe app encourages or directs users to allow the app to access the camera. Specifically, the app directs the user to grant permission in the following way(s):- A custom message asks users to reconsider their decision after they deny the permission request.Permission requests give users control of their personal information. It is important to respect their decision about how their data is used.Next StepsTo resolve this issue, please revise the permission request process in the app to not ask the user to reconsider denying permission.