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Hello everyone,I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the available time to handle the ticket pro

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Hello, Intercom community. I would like to build the following flow:For the conversations on the specific team, once the dialogue has been closed wait for T amount of time. If after that time the conversation was never moved to another state - send native CSAT module. If during the T waiting period the conversation moves to another state, the waiting period resets.After the customer rates the conversation, send the customer a message based on the rating that was set for the conversation. Still cannot figure out how to do it with the native rating request from. Maybe you guys have some advice

Hey! I’m facing an issue with intercom-sdk version 17.2.0.The in-app message doesn’t display any message text when it’s a new message in an existing conversation. I’ve attached a Layout Inspector screenshot for more details.Compose version in the app: composeBom = "2025.09.01"  At the same time, if you start a new conversation from the Intercom web interface, the very first message is visible in the app — but from the second message onward, it disappears again. 

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check and do audits this that way. 

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xcode, terminate the App (on Simulator, not on Xcode), send a message to my test user, wait the push notification, receive it, tap on it but when i tap on it, Intercom Messenger does not opens the modal chat, it keeps me on my WorkListView (WorkList is a subview of RootView, that appears after SplashViews finish animation and transit to WorkListView).I have already made installation (API Key, API ID and Push Notifications are enabled on Settings > Channel > Messenger > Install > Install for Mobiles), Apple Developer is already configured, when i open the Messenger on my App, i can send and receive messages. When App is open but in background i am able to receive and wake the app in the correct modal Intercom window chat, but only t

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

Please help, previously there was no problem. But now the image sent from the webhook does not include the complete url.

Hello Support, We have run into a recurring issue where customer company names are not being auto-filled in the drop-down box at the top of tickets, despite the ticket having a “Company details” association in the side menu. It seems like the problem is Intercom automatically associating our own company with the ticket, causing two values to appear in the company drop-down box, meaning none of them get selected by default. Is this expected behavior, and is there a solution / workaround to prevent this from happening? 

I was wondering if there’s a timeline or expected timeframe at least to when can we expect intercom’s MCP to expand outside the US hosted servers? 

Hello,We noticed a UI issue in the Intercom chat screen (Messenger) when using iOS 26 with the Liquid Glass design.When tapping the attachment button in the message input area, the popup with attachment sources appears (Camera, Photo and Video Library, Add file). However, there are a couple of visual issues: The popup is sometimes partially overlapped by the keyboard. The "Photo and Video Library" button occasionally appears without its rounded background, unlike the other buttons. Environment iOS: 26+ Intercom iOS SDK: 19.5.3 (latest) Screen: Intercom chat (Messenger)  

Hi Intercom team, we receive several errors after trying to login a user with attributes using react-native sdk.We check if the user is logged in before making a Intercom.loginUserWithUserAttributes call.A short stack-trace for the error we receive: code: 102,domain: io.intercom.ios.error.network,message: Error in loginUserWithUserAttributes,name: Error,NSLocalizedDescription: HTTP Error: 400 bad requestWe send email and userId to the method call, like this: Intercom.loginUserWithUserAttributes({ email, userId }) Could you help us understand why we still get an error, I’ve run a console.log for both email and userId and both seem legit.

Hello - I want to connect FIN AI to my status page that is hosted on Atlassian. For this im using, I plan on using the Procedures feature and create a new connector.I need to make an API connection to a specific endpoint from Atlassian - does anyone has any recommendation on which endpoint I could use from Atlassian? Does anyone has the same setup. Any guidance is much appreciated. Thanks

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included. 

Hello, I’m experiencing a problem where the Intercom chat does not open when a user taps on a push notification on iOS. I have implemented the Intercom React Native plugin as per the documentation, and the messaging functionality works perfectly. Notifications are received correctly, but tapping on them does not open the chat as expected. Environment Details: • Platform: iOS• React Native Version: 0.74• Intercom React Native Plugin Version: 8.1.0 Problem Description: • The Intercom messenger is fully integrated into my app, and users can send and receive messages without any issues.• Push notifications from Intercom are successfully delivered to the device.• According to the documentation, tapping on a push notification should automatically open the relevant chat within the app. However, this is not happening on iOS.• When I tap on a push notification while the app is closed, the app opens but does not display the chat. Instead, it remains on the previous screen or the home screen.• I

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay) We haven’t changed anything with our Zendesk Messaging widget authentication (JWT) Example code was reviewed and found to be functioning correctly per Fin and Zendesk SupportHas anyone else faced this issue and found a resolution? The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. Thanks!

I’m following the below document to set up a custom domain for our help centres but am unable to do so given HTTPS (manual setup) appears to not support our domain’s Cloudflare SSL mode (full strict). HTTPS (quick setup) is not available for our existing account1 - Does HTTPS (quick setup) support full strict SSL via Cloudflare?2 - Are we able to have HTTPS (quick setup) enabled for our account retroactively?https://developers.intercom.com/docs/guides/help-center/custom-domainsCheers Russ

Hello,We integrate with Intercom using webhooks. When an admin replies to a conversation, we receive the reply via the conversation.admin.replied webhook event.When AI Inbox Translations is enabled, we continue to receive the original replies through the webhook, but we’re unable to receive the translated versions of those messages.Could you please advise on how translations can be accessed via the API or webhooks? 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

  SDK Version: Intercom iOS SDK 19.4.1  Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description:  The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close button and must complete the survey to proceed. Swiping down to dismiss still works.  Steps to Reproduce:  1. Initialize Intercom with valid credentials  2. Trigger an Intercom Survey (programmatically via presentContent:surveyWithId: or via auto-targeting)  3. Attempt to tap the close button (X) on the survey modal  4. Observe that the tap is ignored and the survey remains open  Expected Behavior:  The survey should close immediately when the close button is tapped.  Actual Behavior:  The close button does not respond to touch events. No console errors are logged.  Additional Context:  - This issue does not occur on Android - only iOS  - Swiping down to dismiss the survey still works  - No error logs appear in the console when tapping the bu

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

Hello community,I'm experiencing an issue when trying to update the phone field in the user profile using the React Native SDK from Intercom.When I send the user data through the SDK method, all other fields are updated correctly, except for the phone field, which remains empty and is not saved.I have reviewed the documentation and understand that the phone number must be in E.164 format, and I am sending it in the correct format. However, the field still does not update.To rule out implementation errors, I tested the same update using the Intercom REST API, and in that case, the phone field is updated correctly using the exact same data.However, when I attempt to update the phone field using the React Native SDK, the value is not saved at all.Has anyone experienced this behavior or knows if I might be missing something?Could this be a limitation or a bug in the SDK? If I try to update the phone field using the React Native SDK with the provided method, it does not get updated. 

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can this be resolved in order to improve accessibility of articles? Thank you! 

Increase Guidance Limit From 100 to 150 or more… Hello Team, we have reached 100 Fin guidance limit in total for Chat/Email and Voice. Can you separate this limiter instead? I mean...Like 100 for Voice and 100 for non-voice?Of can you just increase the limit to 150 if it’s easier to configure?  We are adding more features to as we go along the way. So, our other work space will surely reach the limit pretty soon. 

There has a crash happened when opening preview for an uploading file in conversation, this only happened on vivo V1963A.  I'm using the latest version 17.4.2, and the crash still occurs. This was the crash: java.lang.RuntimeException: Failure delivering result ResultInfo{who=null, request=xxx, result=-1, data=Intent { (has extras) }} to activity {xxx/io.intercom.android.sdk.m5.IntercomRootActivity}: android.database.CursorIndexOutOfBoundsException: Index 0 requested, with a size of 0 The crash only happened on vivo V1963A with a specific path. Open the directory from the top left, select file manager, then documents, and then select any file, the crash will then occur. Thank you