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Hi Intercom Community,I need help understanding a couple of things about  "Next Response Time" (NRT): How is NRT calculated? Is it based on each customer message and team response after the initial reply, and how does Intercom determine if it's "hit" or "missed"? Can I calculate NRT from the API? I don't see specific fields in the conversation object for NRT. Is there a way to derive it from available data (like time_to_admin_reply or median_time_to_reply)? Any insights on tracking NRT via the API or understanding the SLA logic would be greatly appreciated!Thanks,

 We're experiencing an issue with the Help Center search functionality in our embedded Intercom Messenger. The search works correctly when accessing the Help Center directly or Help tab in the messenger, but it's not returning any results when used within the chat. Please check the attached video.Here are the key details:Setup: Next.js application hosted on Google Cloud Run Using Cloudflare as our CDN Intercom Messenger embedded in our app (react-use-intercom) Article search is prompted in chat with automation Custom domain is mapped to help center Issue: Help Center search returns no results when used in the embedded Messenger The same search works fine when accessing the Help Center directly Troubleshooting steps taken: Verified Intercom integration settings Checked Cloudflare configuration for query string and cookie forwarding Reviewed Google Cloud Run settings Inspected network requests in browser dev tools Disabled custom domain for help center Switched help center in

We are seeing an increase of conversations that are not tagged, but i cannot see to find any reason to why this keeps happening. Nor do i have insight to why in the FAQ. Any tips?

Hello there, Is there any outage on Intercom today, it doesn't seems to work. Please help! Best Regards,

We cannot send message via  messenger. Also closing conversations is not possible. 

When I try to archive an attribute, a modal pops up saying, “Checking for dependent segments and messages...” and has a spinner and a Cancel button.  But it never does anything, it stays hung there.

After upgrading to React Native Intercom SDK from 6.8.1 to 7.1.2 we are getting the following error whenever we start the android app: 

Using intercom’s messenger-js-sdkI am currently passing custom attributes during Intercom instantiation like so```  Intercom({    app_id: appId,    user_id: userId,    name: userName,    email: email,    created_at: createdAt,    tenant_id: tenantId,    tenant_name: tenantName,    tenant_role: tenantRole,    app_environment: appEnvironment,  });```  The custom attributes are already set within Intercom itself as shown in the above attached image. However, when testing it out the custom attribute is not being populated.I’ve checked the user data payload sent during the ping http request, all data is supplied appropriately.Any ideas what could be the problem ?

the displayed message interrupts the use of the bottom navigation barHow can i change the display of position message?

Hi everyone! We are wanting to integrate intercom with our own software, where information and answers using FIN and our help articles are feed into our product using AI. We report data to our customers and want a way to pair the data presented with information from our help center (when relevant). Perhaps ambitious.. But wondering if anyone has created more indepth integrations with their software in the back end? Thanks in advance for your help!

Hello,We have an issue when using Expo + CustomerIO + Intercom for notifications, on Android. We don't receive notifications from Intercom after installing CustomerIO.On iOS, everything works fine, we receive notifications from CustomerIO as well as from Intercom without any issue.**SDK version:**{    "@intercom/intercom-react-native": "^7.1.3",    "customerio-expo-plugin": "^1.0.0-beta.15",    "customerio-reactnative": "3.7.0"}**Environment:** Android only**Are logs available?** No logs available**Describe the bug**Push notifications are not received from Intercom after installing CIO SDK.**To Reproduce**- Create a fresh expo app- Install intercom (and add the plugin in `app.config.ts`)- Push notifications are received from Intercom- Install CIO sdk (and add the plugin in `app.config.ts`)- Push notifications are not received from Intercom anymore**Expected behavior**We would expect to be able to receive both CIO and Intercom notifications.**Additional context**For context, we already

Intercom ui allows me to add tags to articles and filter articles by those tags but as far as I can see there is no such functionality on the API? Can it be done? 

How can I set up a birthday greeting from a birthday "event" or "attribute" we will sync from our database. Is there any way to check matching month and day (as year will obviously be past)?

Hi, I've been using Intercom Messenger on our Angular web app, and it seems to be working perfectly fine so far. However, we decided to also use the new Product Tour feature for new users, since we already have Intercom Messenger, but when I try using the Product Tour builder and entering the address to the prod site (with the Intercom Messenger integrated) it loads the page up but then shows an alert that says "Sorry, we can't load the tools to build Product Tours on your website. Please make sure the Intercom Messenger is installed on the URL you have chosen to build your tour".This is odd because when the page loads I can see the Intercom Messenger icon on the bottom left of the screen. Any help would be much appreciated. Thank you. 

Hello! I’m trying to send a message via Proactive Support, but pushes are always failed with DeprecatedApi error message. It seems that this stopped working for real users couple of months ago, when I updated the target SDK version of the app to 34. Could you please help to investigate this issue? 

Hey dear community! Are here any specialists who can build a qualitative chatbot for our company in Intercom? Thank you!

Hello, I have an integration which listen for admin’s reply to the conversations. When admin sent reply the service receive conversation.admin.assigned webhook. When I assign chat to Fin, I see on app.intercom.com that Fin sent a message to the chat, but I don’t see a related webhooks in the logs.Is there dedicated topic for Fin replies?

Is there a way to include a lead’s company name and email address in messages sent to Slack via the Slack integration and Intercom workflows? The old (deprecated) Intercom Convert Slack integration did that, and we are now replacing that with the current Slack app/integration, but we need to retain that functionality. Thanks!

I see when you are building an email you can choose to set up the messaged based off URL triggers. How does that work? We have a tiered pricing model where the more $$$ you pay, the more modules you get access to. I’d love to be able to send a bulk email to users to can access XX module but not email users who dont pay for that module. Am I understanding the email triggers correctly that if I add a URL identifier, it will send the email to that user group only? Is the email sent once the user lands on that URL trigger? Or how does it work? Has anyone tried this???  

Hi there, Gaël frontend developer.We are using the Messenger in my company. I’d like to mask sensitive information from the Intercom Messenger when viewing replays from session captured by Datadog RUM. To perform that, I would like to add the “data-dd-policy=’mask’” in HTML on a specific div tag concerning Intercom (like the <div id=”intercom-container”>). Do you know if there is a simple way to perform that ? Thanks for your help.

Hello You !Hope you’re doing fine :)Can you please suggest me how to snip messages when I’am answering to a customer on the chat ?For the moment I just have a unique macro divided in paraghrah and I’m obliged to cut and past and then send the messages one by one.I’ll be grateful if you could help me saving some time for me and my team !  

Howdy 🤠I want to trigger a tour after a post is this possible? The idea would be to introduce a feature via a post (modal), then when the user closes the post they would then start the tour.any help in this issue will be greatly appreciated.

Hi! I’ve been having trouble with our help desk because conversations automatically reopen when adding a note for a teammate. Is there a way we can leave notes for each other without reopening a conversation every time?Thanks!

Hi, We would like to change the email preview line that appears here  Also, if our emails don’t have text (just an image with text on it) how do we “choose” the text to appear on the email preview line? Thanks, 

I have a Custom actions API in which I have used the messageBody variable in my post request, however, when the flow is triggered on user’s message it always picks the very first msg that user sent in intercom chat widget and passes that to the post request and ignores all subsequent messages. In every subsequent request to my API the first message is being passed in the request body