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We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

When updating to io.intercom.android:intercom-sdk version 17.2.0If R8/Proguard is enabled the following error occurs on the build:Missing class lombok.Generated (referenced from: io.ably.lib.network.HttpBody io.ably.lib.network.HttpResponse$HttpResponseBuilder.body and 94 other contexts) This does not happen on version 17.1.1  It looks like maybe something changed in the build but didn’t include a rule in it’s consumer-rules.pro?  gemini says: -dontwarn lombok.** may fix it?

Hello Intercom Community,I'm encountering a persistent issue with retrieving and listening for unread conversation counts in my React Native application using the Intercom SDK. Neither Intercom.getUnreadConversationCount() nor the IntercomUnreadConversationCountDidChangeNotification event listener seems to be working as expected.Goal: My objective is to display the current unread message count from Intercom within my app's UI (outside of the Intercom messenger itself).Expected Behavior: When new messages arrive in Intercom conversations, the IntercomUnreadConversationCountDidChangeNotification listener should fire with the updated count. Intercom.getUnreadConversationCount() should return the correct number of unread conversations at the time of the call. Actual Behavior: Intercom.getUnreadConversationCount() consistently returns 0 (or null/undefined, please specify) even when there are clearly unread messages visible when I manually open the Intercom messenger. The Intercom.addEve

We’re presenting Intercom articles with Intercom.presentContent(content) . Everything was working well in version 8.8.0 but after bumping to 9.x, the close button at the top article header is broken in iOS and doesn’t respond to taps. The only way to close the article is to drag the overlay down (which is something that might not be obvious for every user). It is working correctly on Android.

Our product uses NextJS 13.4.9 and we are trying to integrate intercom messenger. In our _app.js we are using the useEffect below to check if the user is logged in or not (guest). What’s happening is that when he is a guest everything works well. When he logs in and opens the launcher for the first time it shows the message “Something’s gone wrong”. After a refresh everything works. We have seen other related topics and they don’t work in our case. We have also used shutdown in login/logout and nothing works. Something worth mentioning is that after the login when the user clicks the launcher the Intercom’s localStorage is cleared and the intercom-session-[id] cookie as well. After a refresh all works well. Now we don’t know if this is the cause. import { Intercom, shutdown } from '@intercom/messenger-js-sdk'; useEffect(() => {  if (process.env.hasIntercomMessenger && process.env.intercomMessengerAppId) {    if (user?.customerServiceIntegratorId) {      // for logged in user

There is a bug in Intercom's contact field timestamp display. After a day, the timestamp field switches to a "relative" format (e.g., '3 days ago'). When attempting to view or extract the absolute date after this period, some fields revert to displaying the Unix Epoch—January 1, 1970—instead of the correct timestamp  

Hello,I’ve been planning to make a customer portal and wanted to make it a PWA. I would like to be able to use Intercom push notifications on the PWA but from all the documentation I can find it seems like push notifications are only possible using the mobile SDK.I was wondering if there is a way to have push notifications without using the mobile SDK.

Are chat messages/Posts sent by email automatically or do you need to also create an email with that same information?

Hey friends, unsurprisingly enough - after reaching out to our clients for some feedback, Fin is their favorite education tool that we have - which we love! That being said, I’m trying to get MORE source documentation into Fin to reference and suggest - specifically, our University Courses (hosted in Northpass/Gainsight) - what’s the best way to go about this, so that it indexes correctly and really does become more helpful!? 

Hi, I’ve been having a helluva time trying to get JWT verification working with `@intercom/intercom-react-native`.For context, we have JWT working with our website, and the API secret is enabled for all platforms. We’re reusing the same endpoint we use for web to get the JWT for mobile.Our mobile app is built with:expo: @53.0.23 @intercom/intercom-react-native: 9.1.2 react-native: 0.79.5I have been testing the app in development mode, with `expo run:ios`.So far, I’ve been able to get Intercom working if JWT is not enforced. But once I activate “Enforce Messenger Security” in the Security Settings, Intercom views start returning “Something’s gone wrong” with a reload button. Here’s our JWT code:// Verified that `intercomToken` is valid, in Intercom’s online JWT decoder// // Token payload looks like:// {// "user_id": 3, // << Does this need to be a string?// "email": "person@place.com",// "name": "John Smith",// "exp": 1759892398// }await Intercom.setUserJwt(intercomToken

We use Fin AI to handle conversations. What we want to do is when Fin AI routes to a human, it gets put in the unassigned conversations bucket and we want to get notified when that happens. Is there anything specific we can use?I did notice intercom has desktop notifications, but that really depends on our user’s alert settings as well. We originally used a workflow to message a slack channel for all new conversations and replies. However I can’t find any webhooks that trigger when a conversation is moved into unsassigned. 

We’re using the Javascript API client to create a conversation programmatically when users sign up to our app.We’d like all messages of the conversation to each go through SMS. Is that possible, provided that the SMS channel is set up correctly in Intercom?I’m not seeing any way to specify a channel in the `intercom.conversations.create` method, or even in `intercom.messages.create`.Is this a dead end?Thanks!

Hello support!When fetching a conversation using GET conversations/{id} or POST /conversations/search, the statistics fields are all null. I’m using version 2.10 but tried with 2.14 as well and it doesn’t work either. This is the object I receive  "statistics": {      "type": "conversation_statistics",      "time_to_assignment": null,      "time_to_admin_reply": null,      "time_to_first_close": null,      "time_to_last_close": null,      "median_time_to_reply": null,      "first_contact_reply_at": null,      "first_assignment_at": null,      "first_admin_reply_at": null,      "first_close_at": null,      "last_assignment_at": null,      "last_assignment_admin_reply_at": null,      "last_contact_reply_at": null,      "last_admin_reply_at": null,      "last_close_at": null,      "last_closed_by_id": null,      "count_reopens": 0,      "count_assignments": 0,      "count_conversation_parts": 7    }  My close is to know when was last time a conversation was closed and intended to use stat

SDK version 19.2.0 has broken the close button on our carousels, and it's still broken on 19.2.1It would be good if we could update our SDK version for Intercom because Intercom have also fixed UI issues on iOS 26 (new iOS version) :(

There are multiple ways of sending a ticket form to a conversation as described here:https://www.intercom.com/help/en/articles/8300310-ticket-form-optionsIs there a way to send a ticket form to a conversation through the REST API?TIA

Looking at the implementation of intercom for IOS, the creator seems to leave the API key in the front end. Does this mean that this API key is fine if exposed to the end user? I don’t seem to see another way to obscure it, as keeping the key on the backend doesn’t seem like an option if I want to use intercom’s package.import Intercomlet INTERCOM_APP_ID = "<#YOUR APP ID#>"let INTERCOM_API_KEY = "<#YOUR API KEY#>"class SceneDelegate: UIResponder, UIWindowSceneDelegate { 

Hi everyone,I’m Hamza. I’ve been in B2B SaaS frontline support for 4 years, mostly on Intercom. I’m a big fan of Fin AI and want to learn how different teams are setting it up and putting it to use.I’m also open to L1 customer support specialist roles, so if your team is hiring I’d be glad to connect.—Hamza

I’m returning to Intercom after a long break, and I could use some advice from folks who’ve set up recent workflows.It looks like every customer interaction starts as a Conversation. And if it takes longer to resolve or needs extra structure, it can be turned into a Ticket. That all makes sense.But I’m trying to set things up in a way that keeps reporting clean and consistent.My goals:I want to capture the same core metadata for every interaction (things like feature area, source, etc.) I don’t want to double-count anything when pulling metrics I want to avoid having agents fill in fields twice, or inconsistently across conversations and ticketsMy questions:Do you only use tickets for escalations, or convert everything? Can you safely report on Conversations only, and still get reliable counts and resolution metrics? Are you adding custom fields to Conversations for universal stuff, and using ticket-only fields for more complex cases?Trying to figure out how to avoid having my metrics

Hi,Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.Is this possible? If so, could someone show me how? 😄

We are trying to use official @intercom/messenger-js-sdk with our react app.https://www.npmjs.com/package/@intercom/messenger-js-sdkWe are calling Intercom instance in our App component Intercom({ app_id: ..., });and then updating user info when user data is available using following functions:import { boot, shutdown, update } from "@intercom/messenger-js-sdk"; when there is no user data we are calling boot with only id,boot({    "app_id": "...",})and if there is user data, we are passing required properties to boot functionboot({    "app_id": "...",    "user_id": "...",    "name": "...",    "email": "...@......",    "created_at": ....,}) It seems that when calling with boot({ "app_id": "..."}), user data is not cleared and in chat we continue to receive messages as if user is still logged in.Once boot() is called with user data, can it be rebooted with no data (for example, in scenario if user is logged out from our app and we want new chat instance without user data)? Also, if t

Hello, We are currently using Intercom in our Expo React Native app for customer service messaging. We have previously been using Expo SDK 53 and React Native 0.79.5 with the react native intercom package 9.0.3 and all has been working well.However upgrading Intercom to 9.1.0 or higher is causing some very weird issues for us.Our app streams HLS video where the HLS playlist contains 10s chunks of video which is presented to the user as one long continuous clip. When scrubbing forward in the clip further than what’s been buffered the stream will obviously need to buffer. Our player is using the expo-video package, but we’ve tried with other packages as well such as react-native-video. Now to the issue; Intercom 9.1.0 and higher causes the app to crash when scrubbing forward quickly in the video stream, this problem is only present there and when downgrading Intercom to 9.0.3 it’s working fine again and I can scrub and pause/forward/rewind with no problem and the app is not crashing. I c

I’ve learned from Intercom’s documentation that CX scores are calculated using three signals: Customer sentiment, Resolution status, and Service quality.When I want to understand why a conversation has a certain CX score, the single blended number doesn’t always give enough detail. For example, was it customer sentiment that drove the score down, or did resolution status carry more weight?Is there a way to see the score for each of the three signals individually, rather than just the overall CX score? Having visibility into the individual components would really help in analyzing conversations more deeply and understanding what’s driving the overall CX score.

I’m trying to integrate Intercom push notifications into my React Native app built with Expo (using a custom dev client). I’m using @intercom/intercom-react-native (latest version) and JWT authentication.I can successfully:Generate a valid JWT (confirmed via jwt.io) with user_id and email. Log in the user in Intercom with matching userId and email. Verify that Intercom.isUserLoggedIn() returns true. Fetch the logged-in user attributes from Intercom, which match the JWT payload.Here’s the code I’m using to set up push notifications: export const setupIntercomPushNotifications = async (): Promise<boolean> => {  try {    const { status: existingStatus } = await Notifications.getPermissionsAsync();    let finalStatus = existingStatus;    if (existingStatus !== "granted") {      const { status } = await Notifications.requestPermissionsAsync();      finalStatus = status;    }    if (finalStatus !== "granted") {      console.log("❌ Push notification permissions not granted");      re

We have setup intercom as our helpdesk for our Shopify ecommerce business. Customers who are logged in to their shopify account are getting excellent replies from FIN, with order information etc. But when a customer chats to FIN and they are not logged in, they only get generic knowledge center information. What is the best workflow / solution to make sure Visitors log into shopify before chatting?Can FIN prompt the user to log in at the start of a visitor chat? Can FIN authenticate the user just with the email / order number? We’re also looking for someone to review our whole setup and offer some improvements, please get in touch if you can help us out. Thanks! Scott 

Hi,Push notification handling does not work at all on Android + Expo - When opening a push notification from either a terminated, or backgrounded app, the message does not open in Intercom, as it does on iOS, and as is expected.This issue can be replicated in your ‘expo-example’ at https://github.com/intercom/intercom-react-native/tree/main/examples/expo-exampleI have tested using the Expo SDK version in the your `expo-example`, and using the latest Expo version. I have also attempted to fix this issue with some native Android code as suggested by ‘Fin’:In MainNotificationService.javapackage com.example; // Replace with your package import com.google.firebase.messaging.FirebaseMessagingService; import com.google.firebase.messaging.RemoteMessage; import com.intercom.reactnative.IntercomModule;public class MainNotificationService extends FirebaseMessagingService {     @Override     public void onNewToken(String refreshedToken) {         IntercomModule.sendTokenToIntercom(getApplication()