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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

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