Answered

Hi Intercom Support Team,We're currently experiencing an issue with the Intercom chat widget in our React Native application built with Expo. While most functionalities are working seamlessly, our iOS users are unable to upload photos taken directly with the camera through the chat interface (specifically the camera option within the chat buttons).Here are the details of our setup:Platform: iOSExpo Version: 52.0.29React Native Version: 0.76.6Intercom React Native SDK Version: @intercom/intercom-react-native 8.1.0 and tested with 8.2.0New Architecture: DisabledWe've ensured that the necessary permissions are set as per your documentation:"NSCameraUsageDescription": "This app uses the camera to scan payment cards and take photos for support messaging." Despite upgrading to @intercom/intercom-react-native version 8.2.0, the issue persists. Our customers can access other features without any problems, but the inability to use the camera for uploading photos is causing some confusion.Our qu

We’re experiencing a slow launch time in our SwiftUI app, about 35% of the slow launch time is caused by Intercom initialization.  The stack trace indicates that multiple functions within the Intercom SDK, especially the initialization processes involving IMCCrashHandler, IMCConfig, HomeConfig, and HomeHeader, are contributing significantly to app launch latency. The UIKitCore and CoreImage components (like UIGraphicsImageRenderer and CIImage) invoked through ICAssets.backgroundImageViewWith also add processing overhead, which may impact the performance during launch.Here is the full stack trace given by XCodes tools:dyld start1. App.main() - SwiftUI2. AppDelegate.application(_:didFinishLaunchingWithOptions:) - SwiftUI3. IMCCrashHandler swizzleDidFinishLaunchingWithOptions - Intercom └ IMCCrashHandler sharedConfig - Intercom4. IntercomSDK_SentrySDK startWithConfigureOptions - Intercom5. IMCCrashHandler configureTags - Intercom6. IMCConfig sharedConfig - Intercom7. IMCConfig configFr

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

Hi,We have been using Intercom for our customer support for several months now and we are exploring AI automation solutions. Initially, we built workflows to handle basic support tickets, but we quickly found this approach to be unsustainable, as it became burdensome to maintain and scale.We also tried Intercom Fin, which we found to be an improvement over workflows. However, it is quite expensive, occasionally provides incorrect answers, and struggles with more complex tickets. With Fin charging $1 per resolution and our support agents resolving tickets at about $0.66 each, we decided to explore alternative solutions.I was tasked with identifying a viable option, so I’ve reviewed nearly all the apps listed under the Automation category in the Intercom App Store.There are approximately 140 apps in the Automation category, and we focused on identifying those that can automatically respond to customer messages. From this list, we found over 20 apps that either offer or claim to offer thi

React-native: 0.73.6 intercom-react-native: 7.2.1In the messenger we have images that are not displaying and when clicking on an article it will navigate to a blank modal. Any suggestions?missing images display question mark 

Hello,We have integrated Intercom Identity for both web and mobile (React Native). However, when performing the "Check the Installation" verification, our domain is not marked as verified, even though we are sending the user_hash generated from our backend based on the user's email.We suspect that the issue might be related to our handling of guest users. In our web application, we allow guest users, and in these cases, we do not send the user_hash. Could this be the reason why our domain is not being verified?We would appreciate any guidance on how to properly handle this scenario.Thank you!

Context:We are experiencing data pollution caused by Intercom’s handling of user-company associations. Our setup includes:All companies and users are created via API. The Intercom widget is used in our app, on our marketing website, and on our login page. Users are identified via an identify call upon login. Qualification questions are asked to visitors/leads through the widget.Problem:When a visitor answers qualification questions and subsequently logs in, Intercom automatically links the company from the qualification process to the user. This results in users being assigned to multiple companies, despite only having one company in our system.Impact:Incorrect company assignments, leading to broken rules and misrouted CS workflows. Erroneous email triggers, such as onboarding or setup emails for "new" companies that were not actually created by us. Reporting issue, etc. Expected Behavior:Intercom should not assign a company to an identified user based on prior qualification responses.

Hi all, I’m new here and trying to improve the FIN AI resolution rate. However, I would like to understand why the extracted data is always shows 0% or not higher than 2% if FIN AI Resolution rate is filtered with "Team currently assigned" but shows 27% for FIN AI Resolution rate of the company We do have our CS team across countries using Intercom chat. As the extracted data, there are two resolution rates that we’re looking at1.) FIN AI resolution rate of company as a whole2.) FIN AI resolution rate with filtered “Team currently assigned” each countries’ CS team However, the data extracted are always different. For an example, latest company FIN AI resolution rate is 27% but if I filtered the FIN AI resolution rate with “Team currently assigned” and see data of CS team in each countries. The data always show as 0% and never higher than 2% Would anyone have an explanation about this please that why it is different? I’ve read about the definition in Intercom but still unsure if my thou

Hi everyone,Recently my customers required that the Conversation ID were added to the conversation title/subject.I manage my workspace with python, so i went to the API Documentation to see whats possible but it’ is not clear if is there a way to change the title of the conversation. Is there a way to do it via PUT?I noticed that i can do it via screen now, so i wonder it is possible via api too. We trade a lot of different conversations with the same customer, so them are starting to get a little confused at their default inbox (ex.: Outlook). They question theirselves: What ID this email is from?As i mentioned before, i manage all conversations with python via API, so i want to:> When new conversation arrives (i can get it via custom_atributtes)> > Get the id generated> > >  Update the conversation by adding this ID to the title/subjectMy tries with the documentation where not sucessfull. Can someone help me with this?Best Regards,Pedro.

Hey! We updated our Intercom Android SDK and noticed that since version 15.5.1 (the one that uses Media3, Release notes), our minifyReleaseWithR8 Gradle task fails. In 15.5.0 it still worked. The error output is:Missing classes detected while running R8. missing_rules.txt contains this:# Please add these rules to your existing keep rules in order to suppress warnings.# This is generated automatically by the Android Gradle plugin.-dontwarn com.google.android.exoplayer2.ExoPlayerLibraryInfo-dontwarn com.google.android.exoplayer2.ParserException-dontwarn com.google.android.exoplayer2.decoder.DecoderException-dontwarn com.google.android.exoplayer2.extractor.ExtractorInput-dontwarn com.google.android.exoplayer2.extractor.FlacStreamMetadata-dontwarn com.google.android.exoplayer2.extractor.SeekMap$SeekPoints-dontwarn com.google.android.exoplayer2.extractor.SeekPoint-dontwarn com.google.android.exoplayer2.util.LibraryLoader-dontwarn com.google.android.exoplayer2.util.Util We use the newest med

Hey all. We use Shopify + Intercom. We currently already have Intercom integrated and working.We are looking to achieve a simple thing and seem to be getting nowhere. How/where in Shopify do we go to make it so that we can code a button to activate the Intercom messenger to open up?Most websites have buttons like “Chat Now” that would activate their chat widget.

I'm experiencing an issue when using the Intercom API to search for tickets. When I try to search for a title that contains spaces, the API does not return the expected results. For example: The query below returns the ticket correctly: { "query": { "field": "title", "operator": "~", "value": "Atraso" } } However, when I add a space after "Atraso", no results are returned: { "query": { "field": "title", "operator": "~", "value": "Atraso " } } I have already tried the following approaches without success: Using regular expressions with \b Encoding the space as %20 Using the exact match operator "=" Expected result :[ { "type": "ticket.list", "pages": { "type": "pages", "page": 1, "per_page": 20, "total_pages": 1 }, "total_count": 1, "tickets": [ { "type": "ticket", "id": "9", "ticket_id": "3", "ticket_attributes": { "_default_title_": "Atraso na criação de atividades no Pipedrive", "_default_description_": "Solicitação de análise urgente de atraso na criação de atividades no Pipedr

I’ve created a workflow that have reply buttons and its working well on browser but not on mobile app.Same goes with simple automations Did I miss something? Is there some steps I have to do first?

I want to compare different versions of a workflow to see which one performs better in terms of engagement and conversions (Read More). Does Intercom offer built-in A/B testing for workflows, or is there a recommended workaround to test different variations effectively? Any insights would be appreciated!    

I want to check if Intercom blog https://www.intercom.com/blog/ posts a new article via RSS.However, I can’t find the URL.Is there RSS feed in Intercom blog? 

Hello fellow intercom warriors 👋, I’m posting a question here, as maybe someone in the group has worked around it and faced a similar issue. (I also escalated to Intercom support to see if they could help.)Our pre-fin scenario was a decision tree from the start with Reply buttons. We are moving to Fin.The scenario is simple: when a customer opens messenger, we greet them with a message, ask them to type their question, and let fin answer before escalating. This simple to the point set-up works fine for the web. As soon as I add Android or iOS to the Channel settings of this workflow:I get an error , "At least one reply button is required on first path for mobile apps." This means I unnecessarily have to introduce a button-press actions, such as a reply here, to facilitate the messenger widget on the mobile. Is there any workaround for this?  

Hello! Is there anyway to answer get facebook/insta comments in an inbox? I already did messages, but so far, I cannot find a clear solution for comments. Thanks in advance

I want to be able to distinguish between mentions on conversations that have been resolved vs. conversations on tickets that are unresolved. Using the “unread” view doesn’t help me a lot because I want to be able to view and come back to mentions on open tickets (esp. given that tickets can’t be assigned to multiple people). I guess mentions on closed tickets will be visible on the “read” view forever?

I works on integration with Intercom over REST API. I have created a lead user and conversation for it. I have passed an avatar for lead, but on https://app.intercom.com/ it’s not visible: Here a curl for create lead: ```curl --location 'https://api.intercom.io/contacts' \--header 'Content-Type: application/json' \--header 'Intercom-Version: 2.12' \--header 'Authorization: Bearer ***' \--data '{    "name": "Test Lead Avatar",    "avatar": "https://fastly.picsum.photos/id/418/512/512.jpg?hmac=eK3iVeAGyCa3aW5_Zznt99ZNkWRVZ9mYzrbH1duQoFg",    "role": "lead"}'``` And for conversation: ```curl --location 'https://api.intercom.io/conversations' \--header 'Content-Type: application/json' \--header 'Intercom-Version: 2.10' \--header 'Authorization: Bearer ***' \--data '{    "from": {        "type": "lead",        "id": "ABCD"    },    "subject": "Test Lead Avatar",    "body": "Test Lead Avatar"}'``` What is interesting, when I create contact with role: `user`, the avatar image displays correct

¿Cómo puedo incluir un Typeform al final de una conversación de manera automática?

iOS crashed randomly (18.5 version of SDK).Stacktrace: Thread 25 name:Thread 25 name:Thread 25 Crashed:0   libsystem_kernel.dylib            0x00000001e3b572d4 __pthread_kill + 8 (:-1)1   libsystem_pthread.dylib           0x000000021d08d59c pthread_kill + 268 (pthread.c:1721)2   libsystem_c.dylib                 0x000000019a2a0b08 abort + 128 (abort.c:122)3   libsystem_malloc.dylib            0x00000001a2a54b74 malloc_vreport + 896 (malloc_printf.c:251)4   libsystem_malloc.dylib            0x00000001a2a7dc00 malloc_zone_error + 100 (malloc_printf.c:319)5   libsystem_malloc.dylib            0x00000001a2a72c30 nanov2_guard_corruption_detected + 44 (nanov2_malloc.c:2496)6   libsystem_malloc.dylib            0x00000001a2a53c6c nanov2_allocate_outlined + 460 (nanov2_malloc.c:2989)7   libsystem_malloc.dylib            0x00000001a2a53a18 nanov2_calloc_type + 568 (nanov2_malloc.c:1247)8   libobjc.A.dylib                   0x000000018f9a8b04 class_createInstance + 72 (objc-runtime-new.mm:9183)9

Hello,I am using Intercom API in a GCP cloud run to do several things, especially updating a user.Sometimes it works, but sometimes I get an 401 error: “token_not_found”, and I checked multiple times with logs: I am always sending the access token and it’s the right one. “intercom_user_id” is also the right one.I also checked multiple times my server and logic, and there’s no error.Here are some request ids where this error happened: 0003sad4ua316ingi1l0, 000an1qat9nc63bsg160, 0021017ivsn8tt93ipd0.Here is the call in python:url = f"https://api.intercom.io/contacts/{intercom_user_id}"headers = { "Authorization": f"Bearer {settings.INTERCOM_ACCESS_TOKEN}", "Intercom-Version": "2.12", "Content-Type": "application/json",}update_dict = intercom_profile.model_dump()try: response = await httpx_client.put(url=url, headers=headers, json=update_dict) if response.status_code != 200: log.info(response.json()) log.info(f"INTERCOM_ACCESS_TOKEN: {settings.INTERCOM_A

We'd like to have NPS attributed to user/contact records in Hubspot, and I'm not seeing how it can be done. I am wondering if the NPS score is or can be attributed to an Intercom user so that we an maybe sync it to Hubspot with the Hubspot Data Sync plugin. Any thoughts, input or help here is much appreciated. 

We are facing a critical issue with email notifications sent to end users who contact the our support team via email channel. The automated outbound email notifications are not working properly, causing severe disruptions.Issue Details:In some cases, no notification is sent to users upon ticket submission. In other cases, there is a 24-hour delay in sending the "Ticket Submitted" notification. Occasionally, there is a 20-minute delay, and rarely do users receive real-time notifications. We are planning to roll out the Intercom ticket management system to our customers. However, due to this critical issue, we cannot proceed with the launch until it is fully resolved.We have already followed up with multiple Intercom support team members over the past 2-3 days, but responses have been delayed or absent. If this continues, we will have to reconsider our choice of ticket management tool.We need an urgent update on the root cause of this issue and the ETA for a permanent fix. This is breaki

I’ve looked at help articles and other questions like this, but can’t find a solution. Every image that I upload into a product tour post comes up with an error (see attached image).I tried reducing the file size to 281px minus the line height of my text (per this article) and that didn’t help either. Any solutions for this yet? Is anyone else out there experiencing or not experiencing this? Would love your help/feedback!