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I set up identity verification for web about a year ago and it has been working fine until recently when I noticed that for new users the initial ping request fails with the following error:{ "type": "error.list", "request_id": "00008k...", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]}My application sends email address only and generates a user_hash HMAC against the email only. I have verified that the new users are sending the correct email and user_hash HMAC using the hash checker tool in the admin web console. What’s odd is that older users pass validation and the ping request succeeds while newer users fail (same code path). I’ve compared the request/response for successful and failing users and I don’t see any difference. I’ve also tried a variety of new email addresses in case there is some email validation I’m unaware of but all new user emails consistently fail. Has anyone else experienced this?

I noticed that gmail strips out whatever styles are included in the style tag with the data-premailer=”ignore” attribute. Is there anyway to send emails without it being needed. All my styles are already inline I don’t need them to be moved for me. 

Hello,It would be extremely helpful for us if the conversation url was added to the review suggestion for FIN.Currently it’s practically impossible to find the conversation back and very often the context of the conversation would be useful to understand if the feedback is relevant. And also to understand the reason why FIN gave the answer it gave (if it answered in the first place).It seems like a quick fix, but as mentioned very helpful for us.Thanks for considering it!levi

Hello!  I’m wondering if anyone knows why there might be a delay in custom attributes being updated to a “true” status/how long it takes to process. I’m using this to form a rule and currently the delay in attribute updating within intercom is 6+ hours which isn’t ideal. Thank you! 

We have Custom Attributes for users, to link them to their respective companies. When you click the attribute, is there a way to make the company information appear in the same tab, currently it opens a new tab.

In our test instance, we imported 50 users with the same ‘Company ID’. We are able to filter our all users under ‘Company ID’, but a Company was not created when user import completed. Is this expected behavior? Our end goal is to import 10k users and have their Companies auto generated. We’re currently migrating from Zendesk and trying to replicate the Organization hierarchy structure.

 Hey All! I have extracted the conversation data using Intercom REST API (link) to our data warehouse. The use case is that I want to build a First response time (Bot inbox time excluded) metric from the Intercom reporting in our tableau report. However, we are not sure which fields to use for the calculation. I do have a field named  time_to_admin_reply but it includes bot inbox time. Additionally, I am not extracting conversation parts as it is very time-consuming. It would be great if anyone could help me with this. Also, let me know if more information is needed. Thanks in Advance.

Hello,I have a workflow that triggers a message when a user sends any message out of office hours.The problem is that sometimes a teammate responds to tickets out of office hours, so i would like not to trigger this workflow when this is happening.I noticed that in the audience rules there is one called “Last teammate reply”, that is a conversation attribute, but it can be set only in the scale of the days. So if want to set it like “Last teammate reply was less than 1 hour ago”, I couldn’t do it.¿Is there a way to make this audience rule work in the scale of hours and not days?Thanks in advance

 For outbound emails, can I set up a custom domain that is owned by someone who is not a part of my organization and does not have an Intercom account?We have a customer who is using a whitelabeled version of our product. We want emails to come from their domain, not ours. I've added the customer's domain as a custom email, but when the customer tries to verify, they are asked to create an account in Intercom. How can we set this up without having the customer be part of our workspace?

UPDATE:I got a reply from Intercom. Apparently, the email address is a unique identifier for users. This means you can never change that. Which as a result means that leads that enter the system via Messenger will end up with whatever email address they entered, and we have to manually create new users with the correct information.---I created a workflow where we request some information from possible leads.However, we want them to use their business email address, not some hotmail, gmail or other general mail address.To accomplish this, I have a branch which checks the email domain and if it is one of the non-wanted email domains it will go back to ask for the business email address again and again until it is correct, or the customer decides to leave.To my surprise it seems you're not able to retype an email address once you entered that. All other fields are fine, name, company etc., but someone decided that once you enter an email address, you have to stick with that?Is there a way

Hi, is there an option to export certain articles from our intercom article help center?kind regards

Guys, we have the following problem in the chat integration: We are a SaaS e-commerce platform, so we want to use chat for non-logged-in users (leads) and users logged into your store dashboard (users). For logged in users we are sending the account data to Intercom (email, telephone, name, company name). The problem is a cookie that intercom stores in the user's browser and is stored for a few days. We have merchants with more than one account on our platform and when they enter both accounts the data is exchanged within the intercom. The name of account A goes to account B, in the company of account A a user is created with the data of company B. How can we solve this problem?

In the "Developer Hub" section, we have set up the API version "1.4", this version is used in all our clients.In the old API versions (for example, in 1.4), there is a method "Create or Update User". In the new API versions (for example, 2.11), the endpoint "api.intercom.io/users" is not described, but there is a Contacts documentation section, which describes similar methods.Can we simultaneously use the old API version 1.4 for user management (through calls to "api.intercom.io/users") and the new API version 2.11 (through calls to "api.intercom.io/contacts"). For calls to the new Contacts API, we plan to use the HTTP header 'Intercom-Version': '2.11'.Will such use of two different API versions break the logic of Intercom, will user/contact data be lost?

Hello,Is it possible to use the email and phone number together as a unique identifier?Thank you,Keti

Hi Team,I’m Darshan Hiranandani, looking into the capabilities of our Articles API and wanted to gather your insights on whether it supports translation features for articles. Has anyone explored if the API offers native translation features or if it relies on external services?Please share any experiences or suggestions you have on this topic. Your input will be greatly appreciated as we determine the best approach for handling article translations.Thanks!Best regards,Darshan Hiranandani

I noticed when I manage snippets I no longer see a count of how many times the snippet was used in a FIN answer. Is that stat appearing somewhere else now or was it removed for some specific reason? The use count for snippets was super helpful to show effectiveness and also to help justify cost for FIN. Thanks!

Hi Team,I’m working on a task that involves extracting data from my workspace and uploading it to another system. I’d greatly appreciate any detailed suggestions or best practices you might have for this process. Best regards,Darshan Hiranandani

We’re encountering a TypeError in the Intercom script at https://js.intercomcdn.com, specifically:TypeError: Cannot read properties of undefined (reading 'readAt') This issue affects some users intermittently. Can you please investigate or advise on a fix?

Hello, I reviewed the API documentation and noticed that there are only APIs for Admin users.Is there an API for fetching all users; admins and non-admin alike? Thanks in advance,

Currently experiencing a sync issue where new Intercom companies are not syncing with their Salesforce Accounts. Existing companies are not affected and are syncing fine; also no Sync Errors in the Salesforce app integration. Has anyone else experienced this before? 

Hello Intercom Team,I’m facing an issue with loading the Intercom messenger in my SvelteKit web app. Sometimes, the messenger in both the local environment and the deployed environment gives an error and it does not showing up, also in firefox it does not work at all: Uncaught TypeError: Cannot read properties of undefined (reading 'parentNode') at s (index.YkDx8vIC.js:2:4217)layout.svelte: (run only in client side) <script lang="ts"> import '../app.css'; import '../fonts.css'; import { Toaster } from '$lib/components/ui/sonner'; import { onMount } from 'svelte'; import { browser } from '$app/environment'; onMount(async () => { if (browser) { const { Intercom } = await import('@intercom/messenger-js-sdk'); Intercom({ app_id: 'XXXX' }); } });</script>Additionally, I tested it in a normal server-client setup, and it also gives the same error.How can I fix the issue?

When upgrade intercom android sdk from 10.3.0 to 12.5.3, the app package increase 1.5M I only want to support Android 13, but i don’t want to increase the app package.  even when i upgrade to 15.x.x， it increase more! 

When I export the CSV exel file with the NPS responses, the “completed_at” field is often empty.Why does this happen?This does not happen with the similar field “received_at”.Could you help me clear up this doubt?  

Hi, I have problem setting up the Slack integration within the Intercom.The slack channel is not showing up in the dropdown under "Notify a public channel" in the configuration modal.The Intercom app is added to the channel.I tried all steps followed by the guidelines instructions but it still not showing up. Also, when testing with the “private” channels the messages are not being shared to slack. 

Hi,I had opened a ticket which was flagged as solved, but it’s not solved.  I’m trying to use a snippet code i got from your developer website, to search conversations between two epochs. The codes runs without a problem on your platform, but when I use it in google scripts I get the response:{"code":"invalid_query","message":"Query body must contain a query hash"}I guess it is related to the JSON payload, though the string seems to be ok.I was able to work with the API without any problem, when I don’t send a body, but I always get the error whenever I include a body.I do have the ‘application/json’ in the code (the snipped below was copied directly) and I’ve tested removing the apostrophes from ‘content-type’ and I still get the same error.I’m adding a screenshot of the data structure in my memory. All looks as it should.Any clue?   const str = JSON.stringify({ query: { value: [ {field: 'created_at', operator: '>', value: '1690081199'}, {field: 'crea