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Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable.  We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery.  Thanks!Ronald Hill, Customer Support AgentZipline International 855-947-5163

Hey there, I’m finding it difficult to understand the rest API docs around file uploads. I would love to have a user fill out a form, and attach an image, and this would be submitted by the API to create a ticket. I see that the “File” type is supported in the tickets, however I’m finding difficulty in figuring out what Intercom wants as a file.  Is there any more documentation that you could point me towards? Or could you provide a quick example of what an image upload would look like with the API?  Thanks, Aaron. 

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.”I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

I'm creating a user in the api and filling in the phone field. I Want fill a field "WhatsApp Number" How I do that?  there is nothing in the documentation

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

Hello!We’re about to launch a new feature at my company and I want to track how much support this generates.As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.Does anyone have any recommendations?Thanks!

I encountered a problem with opening a chat with a conversation when clicking on a push, when clicking it just opens the application implementation 'io.intercom.android:intercom-sdk:15.11.5' private final IntercomPushClient intercomPushClient = new IntercomPushClient(); @Override public void onMessageReceived(RemoteMessage remoteMessage) { Map<String, String> message = remoteMessage.getData(); if (intercomPushClient.isIntercomPush(message)) { intercomPushClient.handlePush(getApplication(), message); }  @Override protected void onResume() { super.onResume(); checkPendingDeepLink(); Intercom.client().handlePushMessage();  @Override protected void onNewIntent(Intent intent) { super.onNewIntent(intent); setIntent(intent);..... Bundle bundle = getIntent().getExtras(); if (bundle != null) { String link = bundle.getString("link"); if (link != null) {

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this?  Thanks in advance! 

Does anyone know a way to get Intercom survey data pushed to Domo on a daily basis (potentially using the json connector)?

Hello! I have questions regarding the Inbox Dashboard - Teammates data Following data inside the Dashboard, understand that data will be automatically refreshed every 60sThe workload data also will be auto refreshed every 60s too? Since they will auto refreshes every 60s, would like to know is there anyway we can see/extract the data especially for “Workload” on monthly basis please? As checked, there are no selections to create a report for Workload. Or are there any metrics in report that can imply the same? We try to see the numbers so we can know exactly about workload and performance of each agents. If there are any others ways to set report and which metrics that works, your further suggestions would be also helpful for our team🙏 Thank you very much! Ploy

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

I would like the possibility to add custom fonts to the article library as it currently doesn't feel like it's part of our brand. This can be done via Google Fonts or Adobe Fonts for example. I know that Google Fonts is something that Hubspot offers.

How can I search a ticket using the ticket_id with the rest API? It looks like we can only search with id, not ticket_id.

Hello We're currently facing an issue where CoBrowse sessions are not available in Intercom unless the user is logged in to our site.According to CoBrowse support, the SDK should be initialized as soon as the website loads, regardless of the user's authentication status.They mentioned:“The issue could be that the CoBrowse SDK is only being started when your users log in. Would you be able to check that with your Dev team? I see no reason for it not to be started before the user authentication happens as the agent and user will still be matched through Intercom.”In our implementation, the CoBrowse SDK is initialized for all users, not just those who are logged in.We suspect the issue may be related to how users are matched between Intercom and CoBrowse. When a user logs in, we pass their email to both Intercom and CoBrowse, which seems to enable session matching. However, for guest users (not logged in), no email is available, and as a result, the session is not linked between the platf

I have a product tour which encourages users to click 'Create a Tag'. Once the user clicks 'Create a Tag' a Bootstrap modal pops us with the next step. After the user creates a tag, a second tour tells the user how to delete or edit the tag.  If a user goes to the page and immediately clicks 'Create a Tag', before the tour appeared, then the tour appears with popup modal, which looks weird. If a user creates a tag and then quickly creates a second tag, the second tour appears when the modal is open. This is very confusing for the user.  And idea how to prevent the tour from appearing if the user clicks on a modal or scrolls pass the location of the tour? See the screenshots.

How to achieve this? Could someone kindly help or divert me to an article/video I can refer to. Please do help me out, thank you!

Hello, I would like to create a workflow to: 1-When a new email message comes, assigns it to a specific inbox , let’s call it A2-When the message is responded to the customer, it will assign to another inbox, let’s call it B3-If the customer replies back, it will be assigned again to inbox A, and it will repeat the 2nd step, and so on.

I am using intercom version 15.15.0 but most of the time it crash with the 2 different types of error .please find error logs below  java.lang.IllegalArgumentException: no paragraph (layoutCache=ParagraphLayoutCache(paragraph=null, lastDensity=InlineDensity(density=2.8125, fontScale=1.0)), textSubstitution=null)                                                                                                        at androidx.compose.foundation.text.modifiers.TextStringSimpleNode.draw(TextStringSimpleNode.kt:418)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.drawDirect-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:110)                                                                                                        at androidx.compose.ui.node.LayoutNodeDrawScope.draw-eZhPAX0$ui_release(LayoutNodeDrawScope.kt:89)                                                                       

Hi, The feature of "Fix grammar & spelling" is handy, however, when the selected sentence is incomplete (not ended correctly), it does add the missing word and/or punctuation marks to the end of that sentence (Expected); but, it also prefixes the missing word/punctuation to the top of the text!!!Example: It changes"I can assist you in this"to"matterI can assist you in this matter."

Hi there,I've just installed the latest version of the Expo plugin (6.8.1). Everything is mostly working, but there are some issues. I've noticed problems with push notifications, and I'm unsure if they are related to the following:1. We're unable to retrieve the unread message count correctly. The listener isn't working, and even when the app is open, new messages aren't being fetched.2. In chat, replies from an "agent" aren't showing up in real-time. To see new messages, we have to close and reopen the conversation, which disrupts the chat experience.Any advice on these issues would be appreciated.Thank you

We are calling loginUnidentifiedUser() when user open the app without user login and if user logged in, then  calling Intercom.loginUserWithUserAttributes({ userId: userId, })but we are getting Error - Error in loginUserWithUserAttributes 

Hello,We are currently migrating our react-native app to Expo and we are facing some issues with Intercom push notifications.We are using:"@intercom/intercom-react-native": "8.1.0","expo": "52.0.28",And in app.config.ts, this is our intercom setup:'@intercom/intercom-react-native',{ appId: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_APP_ID, androidApiKey: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_ANDROID_API_KEY, iosApiKey: process.env.EXPO_PUBLIC_SECRETS_INTERCOM_IOS_API_KEY}We have followed the rest of the setup mentioned on github.It seems that the chat works when we open it from the app. The user can send and receive messages as expected.The problem is that the push notifications don’t seem to work at all. We don’t receive any notification when the app is on the background or closed.Could you please advice on what we can check? Thank you,Nikos

Hello I have been experiencing an issue where some of my Intercom messages get stuck in the “Sending” status and don’t get delivered to the recipient. This seems to happen randomly some messages go through instantly; while others just stay pending indefinitely. Refreshing the page doesn’t help & I’ve already checked my internet connection.🙂I have tried logging out and back in, clearing the cache, and even testing on a different browser, but the problem persists.  🤔I’m wondering if this could be a temporary server issue / something related to message queue handling. Has anyone else faced this? Are there any troubleshooting steps I might be missing?🤔Checked https://community.intercom.com/conversations-9/Alteryx Training guide related to this and found it quite informative. Would love to hear if others have encountered this and found a fix. Also, is there a way to manually retry sending stuck messages instead of rewriting them? Any insights would be appreciated!  Thank you !!🙂

Is there some way to upload a CSV of user IDs instead of having to manually enter each one into the 'who will receive this' bit? I want to send an email to 50 or so people.

Hi,I cannot see the The Multilingual Workflows feature to activate it on my workflow like this article mentioned:  The AI Inbox Translations is enabledbut I don’t have the other button :  Any advice? Ideas? Thank you,