Answered

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

I want to report an issue we have encountered with the Intercom SDK on Android. When a user attempts to open a password-protected PDF sent by the support team, the application crashes with the following error:Fatal Exception: java.lang.SecurityException: password required or incorrect password       at android.graphics.pdf.PdfRenderer.nativeCreate(PdfRenderer.java)       at android.graphics.pdf.PdfRenderer.<init>(PdfRenderer.java:172)       at io.intercom.android.sdk.ui.preview.ui.PreviewUriKt$loadFilesAsBitmaps$1.invokeSuspend(PreviewUri.kt:269)       at kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith(ContinuationImpl.kt:33)       at kotlinx.coroutines.DispatchedTask.run(DispatchedTask.kt:104)       at androidx.compose.ui.platform.AndroidUiDispatcher.performTrampolineDispatch(AndroidUiDispatcher.android.kt:81)       at androidx.compose.ui.platform.AndroidUiDispatcher.access$setScheduledFrameDispatch$p(AndroidUiDispatcher.android.kt:41)       at androidx.compose.ui

Hey, im currently creating an Chatbot Workflow. My maingoal is to split the current workflow in 2 parts. I want to do this to clean it up a bit.The Workflow asks the User if hes a Customer or a driver and this is where i want to split it. Id like to have one workflow for customers and one for Drivers.Any Ideas on how to implement this?You can see the current Workflow on the attached picture. 

Hi everyone, Is it possible to list all snippets from our system? I would like to list them like I list articles (https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/listarticles) Best regards

Friends! I LOVE the suggestions feature with Fin! I want to try and accomplish something that I feel would be table stakes but not sure how to go about it: I’d like to filter tickets we got last year within a specific date range (our customers are accountants, so for tax season), then I’d like Fin to aggregate and analyze the trends of the tickets and suggest where our content gaps are so that we can fill them preemptively and flatten the curve for the upcoming season. Anyone know how I might go about that?! Best, Malachi

Hi, I am using the REST API to update conversation custom_attributes, and I see the conversation events showing up in the conversation view, however, the conversation attributes in the UI are not getting updated. I attached a screenshot as an example. When I retrieve the conversation from the API, I see that those custom attributes I updated are populated correctly. Has anyone encountered this before?  

Hi there, I'm trying to deploy Fin AI to our chat. We have office hours enabled, but Fin AI doesn't tell the user that wants to escalate to a human about the office hours. We don't have the plan to use workflows, only simple automations.I was wondering if there is anything we can do to let the customer know, if they want to escalate their chat from Fin AI to a human, and if it's after office hours, we set expectations about getting back to them as soon as an agent gets online? Right now it just says “routing to a live agent.” and then the chat sits in the unassigned bucket in Intercom, customer not knowing if anyone would actually respond.I tried putting office hours information in guidance but Fin didn’t use it.  

We are using the Intercom Android SDK in our android app to provide customer support. Specifically, we are presenting the Messages space using the following code in Kotlin:Intercom.client().present(space = IntercomSpace.Messages)We're interested in knowing if there's a callback or event triggered when the user dismisses the Messages space by clicking the back button. Our application has specific action that need to be executed when the user returns to our UI, and it would be extremely useful to have this kind of event available.I noticed that on the iOS SDK, there are IntercomWindowWillHideNotification and IntercomWindowDidHideNotification callbacks for similar functionality. Are these iOS callbacks triggered when the Intercom message space is closed? If so, is there an equivalent on the Android SDK?If such functionality is not currently available for Android, are there plans to introduce this feature in a future update?

My intercom published articles are no longer showing up - I have been with Intercom for a while so am still on the free plan and until recently they could still be accessed by my customers however I am now getting a “Not Found” error on my public page.Is this because I’m on the free plan?I’m not trying to publish new articles, these are articles that were previously published.

I have made a custom GPT, which I am using to create articles for our company, with full html-coding applied. Which we used to create articles in Zendesk. This week we moved to Intercom. I was under the impression that most tools, from this time of day (2025), support html-coding and html-desgining.But now that we have moved to Intercom, what I read online, it is impossible to change the html of the articles within the designer. Which is key for quickly creating and changing articles. Also, Intercom provides very little support for HTML and CSS coding in general. Because of this, we seem to be unable to add (styled) blockquotes with custom colors and lines (appearance). See below.For example, this block underneath to highlight something importantFor example, the FAQ underneath to show additional questions, which can be unfolded by clicking on them. Main concernIf it is possible to create the above or something very similar that would be nice. But this does still not help me out, becaus

Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

A NullPointerException is occurring in the Intercom Android SDK, specifically within the extractErrorString function. The crash happens when the SDK attempts to call getMessage() on a null Throwable object.Stack Trace:Fatal Exception: java.lang.NullPointerException: Attempt to invoke virtual method 'java.lang.String java.lang.Throwable.getMessage()' on a null object referenceat io.intercom.android.sdk.api.ErrorStringExtractorKt.extractErrorString(ErrorStringExtractor.kt:16)...Root Cause Analysis:Upon decompiling the SDK's code, we've identified the root cause in the onResponse method of the setAuthTokens API call.In the onResponse method, when an API response is not successful (!response.isSuccessful()), an ErrorObject is created with a Throwable that is explicitly passed as null.ErrorObject errorObject = new ErrorObject((Throwable)null, response);This ErrorObject is then passed to extractErrorString, which, within its catch block (specifically when parsing the error JSON fails), attem

I'm upgrading to React Native 0.77.2 and using Intercom SDK version @intercom/intercom-react-native 8.5.0. While most features work correctly, the app freezes and crashes on iOS after I open an in-app Intercom message and tap either the close button or interact with a Reaction within the message. Reproduction Steps Launch the app on iOS. Trigger an in-app Intercom message. Tap the "Close" button or interact with a React component rendered within the message. App becomes unresponsive and eventually crashes (ANR).  Relevant Logs (Xcode + Sentry)  Sentry Breadcrumbs show lifecycle events for multiple Intercom-related view controllers: ICMNoteViewController ICMFullScreenInAppViewController ICMInAppHeaderViewController IntercomSDK_ITBBlockListViewController A user touch event was captured: [SentryBreadcrumb] category = touchmessage = closeview = <UIButton frame=(317 4; 44 44)> Multiple slow frame detections logged by SentryFramesTracker: [SentryFramesTrack

Looking for an experienced consultant to help build and optimize Intercom chatbot solutions for customer support automation and lead generation. Need expertise in conversational AI design and Intercom platform integration.Requirements:Experience with Intercom's Resolution Bot and Custom Actions for automated customer interactions Knowledge of conversation flows, intent recognition, and fallback scenarios for complex customer queries Understanding of Intercom's Messenger integration, help desk workflows, and CRM data synchronization Ability to design multilingual chatbots with personalization and user segmentation Familiarity with Intercom's API for custom integrations and third-party tool connectionsRemote work preferred. Please share relevant Intercom chatbot implementation experience and approach to conversational AI optimization.

Hi Everyone, I am Prakash Hinduja, a financial advisor and consultant with roots in India and a home in Geneva, Switzerland. My career is dedicated to helping high-net-worth individuals and business leaders navigate the complexities of global investment and wealth management. Leveraging my strong background in international finance, I provide bespoke strategies that help clients significantly grow their financial holdings. It's because of these results that some of my clients have affectionately nicknamed me the Prakash Hinduja net worth booster.I'm getting repeatedly logged out of Intercom, and it's interrupting my workflow. I've already tried clearing my cache and checking my browser settings. Has anyone else experienced this, and do you have any suggestions on what else I could check?RegardsPrakash Hinduja Geneva, Switzerland (Swiss)  

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives.Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hello, I am trying to find on your support site how a legit 501c3 human rescue nonprofit like me can get free and discounted services.  We just lost our entire communications system so I am truly desperate for help.  I know that you will probably need to see my IRS EIN documents, so since you’re the boss, you tell me what to do please, as soon as your time allows…I also understand now that Intercom has like there own brand of phone service for businesses which is big on my agenda too.  Please tell me how your voice or VOIP service works… Peace  E

I know that you do not currently offer Automated reporting that users can subscribe to other than setting up the dataset exports to send daily.  Do you plan to add subscriptions for REPORTS so that we can receive them to our email?

Hi. We have a crash in our app when pushing a survey to some of our users. We are using version 17.1.0 (latest)This is the crash log → io.intercom.android.sdk.survey.SurveyViewModel.buildContentState (SurveyViewModel.kt:215)io.intercom.android.sdk.survey.SurveyViewModel.access$submitSurvey (SurveyViewModel.kt:83)io.intercom.android.sdk.survey.SurveyViewModel.access$buildContentState (SurveyViewModel.kt:83)io.intercom.android.sdk.survey.SurveyViewModel$submitSurvey$1.invokeSuspend (SurveyViewModel.kt:388)kotlin.coroutines.jvm.internal.BaseContinuationImpl.resumeWith (ContinuationImpl.kt:34)kotlinx.coroutines.DispatchedTask.run (DispatchedTask.kt:100)kotlinx.coroutines.internal.LimitedDispatcher$Worker.run (LimitedDispatcher.java:124)kotlinx.coroutines.scheduling.TaskImpl.run (Tasks.kt:89)kotlinx.coroutines.scheduling.CoroutineScheduler.runSafely (CoroutineScheduler.java:586)kotlinx.coroutines.scheduling.CoroutineScheduler$Worker.executeTask (CoroutineScheduler.kt:820)kotlinx.coroutines.

Hello,My name is Mukesh karkey , I'm trying to integrate Intercom with my application to receive real-time updates for events like new messages or conversation assignments. How can I set up Intercom webhooks, what event types should I listen for, and how can I handle and process the webhook payloads on my server? Any example code or best practices would be greatly appreciated!

Fatal Exception: java.lang.IllegalArgumentExceptionKey "" was already used. If you are using LazyColumn/Row please make sure you provide a unique key for each item. This is the crash, all I can see in firebase is that we have a screen viewed event for “firebase_screen_class: IntercomRootActivity” and then the crash. I’m on 17,1.0

Mukesh Karkey here, I'm looking for advice on how to create highly targeted messages and in-app tours for specific user groups. I understand Intercom's segmentation capabilities, but I want to know about real-world use cases and best practices. Thanks,Karkey

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!Best regards,HBQ

HelloAfter upgrading my app to Expo SDK 53 (React Native 0.79), the iOS build fails when using @intercom/intercom-react-native.Error message:❌  (ios/Tikin/AppDelegate.swift:1:2)> 1 | #import <IntercomModule.h>    |  ^ no macro named 'import'  2 | import Expo  3 | import React  4 | import ReactAppDependencyProvider› 1 error(s), and 3 warning(s)This line appears in the generated AppDelegate.swift:#import <IntercomModule.h>But #import is not valid in Swift files — this causes the build to fail.Environment: Expo SDK: 53 React Native: 0.79 @intercom/intercom-react-native version: [insert version if known] Build: EAS Build for iOS It seems the native module is injecting Objective-C code (#import) into a Swift file. Is there an update or change needed for compatibility with SDK 53 and RN 0.79?