Answered

Hey team,I’m Prakash Hinduja from Geneva, Switzerland (Swiss) looking to integrate a chatbot into our website to improve customer engagement, but I’m not sure about the best approach to get it set up and running smoothly. I’ve done some initial research, but I’d love to hear your thoughts and experiences. Regards Prakash Hinduja Geneva, Switzerland (Swiss)

We've integrated Intercom Messenger into our web application, using JWTs for authenticated users.The backend flow is designed to find or create an Intercom contact for each user. If a contact doesn't exist, it's created with:{  "user_id": "intercomContactId",  "name": "our_user_email",  "email": "our_user_email",  "external_id": "userId_in_our_system"}This data is then included in the JWT sent to the frontend. The problem is that after several frontend reloads, Intercom creates multiple new contacts with the same user information. 

I was trying the List collections endpoint under the Help Centre APIs using PaginationTh Pagination Guide describes List APIs as using cursor based pagination, with the “next” parameter containing the “starting_after” parameter which can be used to fetch the next page of resultsHowever, when I tried the List collections endpoint I got this as the result for the “pages” parameter. The “next” parameter gives a URL, not an object as described in the docs"pages": {    "type": "pages",    "next": "https://api.intercom.io/help_center/collections?per_page=1&page=2",    "page": 1,    "per_page": 1,    "total_pages": 4  }Here are the headers I used for reference:{“Authorization”: “Bearer <token>“,“Accept”: “application/json”,“Intercom-Version” : “2.13”}Since I’m passing the intercom-version I don’t expect this to be an error with the version. Please explain the correct way to use PaginationI see a related issue here. However I’m unsatisfied with the solution provided. In case the API

I’m trying to bring down the number of duplicate emails in Intercom so I can actually use the Hubspot integration. It looks like one of the culprits is the Stripe integration. Many of my duplicates look like this: User 1:email = jane@doe.com user_id = foobar stripe ID = unknownUser 2:email = jane@doe.com user_id = unknown Stripe ID  = abcdefI can manually go through and archive these junk users that Stripe has created, but then my question is:Can I prevent Stripe from doing that in the first place? Can it just wait for the “good” user (one with a user_id) and attach the stripe data to that one? If I archive the stripe-connected user, will Stripe attempt to find and resync with the good user?

I tried to add intercom help center articles as an embed iframe on React. But it's rejected because of CORS issue. Can you add our website, so that we can avoid CORS issue? Or is there any work around?

I’m using the API to create and manage tickets, and seeing some unexpected things in the auto-email-notification subject lines.The steps I’m following:Create a ticket via the API. Type: Tracker Ticket. It properly appears with my title and description. (Notifications skipped). Assign that ticket via the API. (Notifications skipped). Add a comment to the ticket via the API. For this step I’m not setting skip_notifications to true, so a notification does get dispatched.The problem is that the subject line of that notification is: Re: [Company Name] [Assignee Name]: ''The empty single quotes indicate that it should be possible to get something to appear there. I’d love to be able to display the ticket title, or the contents of the comment that caused the notification, or pretty much anything other than ‘’.

We’re using the latest intercom_flutter SDK in our Flutter app, along with FCM integration.When sending a Mobile Push notification via Intercom, tapping the notification causes the app to restart — showing the splash screen — instead of directly opening the app.This happens consistently across Android devices.We haven’t implemented any custom push handling and rely on Intercom’s default behavior.Is there a recommended setup to avoid the app restart? (e.g. launchMode, intent flags, or custom notification handling?)Thanks in advance!

Hello, My Name is Prakash Hinduja (Hinduja Family Switzerland) Can I configure my system (where articles are hosted) to only allow users who authenticate via specific external identity providers (like Google, Okta, Azure AD, etc.) to view certain articles, while restricting access for others?"This is not just about general user logins; it's specifically about how a user logs in. You're asking for a mechanism to differentiate access rights based on the authentication method or the specific identity provider (IdP) used. Hinduja Family Swiss

Hello!  I have put in a lot of work the last couple months to optimize our Intercom Workspace as well as Fin AI. We are seeing great results with our AI optimization (15% increase in resolution rates and a 21% decrease un unaswered questions!). I typically monitor the unassigned inbox to identify conversations that did not get routed through a workflow and then I add logic/configurations to ensure it doesn’t happen again. Everything is flowing as it should, except we continue to get spam/marketing emails to unassigned very consistently. Typically these are not assigned to a team and I just close them out. My question is, how do others handle these types of emails or conversations? Is there a way to do this with Fin but not use our resolutions? I want to maximize our teammate efficiency so I don’t want them to route to a team inbox where they spend time simply closing the conversations.  Any insight or recommendations are appreciated!

Here are the errors:  jetified-intercom-sdk-base-15.10.3-runtime.jar: D8: java.lang.NullPointerException: Cannot invoke "String.length()" because "<parameter1>" is nullWhat I’ve Tried: Checked build.gradle for SDK version compatibility Cleaned and rebuilt project (./gradlew clean && ./gradlew build) Searched through Intercom docs and changelogs Looked at open issues in the GitHub repo My Setup: React Native version: 072 Intercom SDK version: 15.10.3   Gradle: 8.0.1 Questions: Are these methods deprecated or moved to a different namespace? Is there a recommended way to check login state and fetch user attributes in the latest SDK? Should I downgrade to a previous version of the Intercom SDK? Any help is greatly appreciated!

I’ve built a data connector to a 3rd party provider via their API. I’ve created workflows that trigger on ticket type creation and I want to pass data from the ticket into the data connector. The List attribute in the ticket definitions exposes meaningful text for the agent, but the API requires a numeric value (in this case it’s a priority, where we want to present Urgent | High | Medium | Low, but the API expects 1 - 4).I’ve chatted with Intercom Support and they’ve said this isn’t possible at the moment, so leaving it here as a feature request.

*** Terminating app due to uncaught exception 'NSInvalidArgumentException', reason: '*** -[__NSArrayM insertObject:atIndex:]: object cannot be nil'*** First throw call stack:(0   CoreFoundation                      0x00000001804ae0f8 __exceptionPreprocess + 1721   libobjc.A.dylib                     0x0000000180087db4 objc_exception_throw + 562   CoreFoundation                      0x0000000180393044 -[__NSArrayM insertObject:atIndex:] + 12523   Intercom                            0x00000001060eb528 IntercomSDK_saveViewHierarchy + 4969884   Intercom                            0x00000001060eadec IntercomSDK_saveViewHierarchy + 4951365   Foundation                          0x0000000180d54084 -[NSObject(NSKeyValueCoding) setValuesForKeysWithDictionary:] + 1846   Intercom                            0x00000001060eacd4 IntercomSDK_saveViewHierarchy + 4948567   Intercom                            0x00000001060eac78 IntercomSDK_saveViewHierarchy + 4947648   Intercom                           

Hi Team, I am Prakash Hinduja from Geneva, Switzerland, I am consultant and advisor of crypto, renewable energy and gold investment. I'm currently looking into integrating Intercom with our CRM system. I came across the standard integration guide in Intercom’s help center, but I’d really appreciate hearing from anyone who has already done this. Any tips, challenges, or best practices you can share would be super helpful. RegardsPrakash Hinduja Switzerland  

We are encountering crashes on Android devices related to Intercom SDK version 15.9.1. Stack Trace:Failed to build unique file: /storage/emulated/0/DCIM/vr-unit.gif bucket_display_name=DCIM volume_name=external_primary date_modified=null date_expires=null _display_name=vr-unit.gif mime_type=image/gif _data=/storage/emulated/0/DCIM/vr-unit.gif _size=null is_trashed=0 is_pending=0 bucket_id=-2075821635 relative_path=DCIM/ android.content.ContentResolver.update (ContentResolver.java:2318)arrow_rightio.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel.saveImageOnApi29Above (PreviewViewModel.kt:201)io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel.access$saveImageOnApi29Above (PreviewViewModel.kt:35)io.intercom.android.sdk.ui.preview.viewmodel.PreviewViewModel$saveImage$1.invokeSuspend (PreviewViewModel.kt:92)kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith (ContinuationImpl.kt:33) Device : Mostly Google PixelAndroid Version: 11, 12

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