Answered

Has the webhook been updated to retrieve the subscription status of contacts?I need to sync my application with the subscription preferences expressed by users.Currently, I’m using the user.unsubscribed webhook to track when users unsubscribe via SMS. However, the product team has requested that I also sync contacts who had previously been automatically unsubscribed during the period when unsubscribe tracking wasn’t yet in place.

Dear Intercom team,We are having a problem opening attachment with document type .xlsx. These have been added as described in the unsupported file types. See image,This worked previously, but for some inexplicable reason it no longer works. Can you help us?Groet, Gwendolyn  

I’m trying to implement a newsletter signup. User enters their email and if they want to be on the marketing list or the build announcments list.  The way I have this setup in sendgrid is via a custom field request should be something like: {   “email”: “john.doe@appleseed.com”,   “list”: “marketing”}Right now I can easily collect boolean values for if the user wants marketing or build announcments but I can’t see a way to transform that into the correct string to insert in the body. Thanks!

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

I’ve got a C# Blazor application that calls Intercom endpoints via api. When a new user signs up for my app, I want to send them a simple email with a link to a url. The email is a registration confirmation email. When they click the url in the email, they’re confirmed.I tried doing this by sending a POST to the intercom `/messages` endpoint with my own custom email body. It triggers the email just fine, but the url gets transformed incorrectly.I also tried sending the email via Intercom’s Outbound emails, but I can’t figure out how to trigger this email and include the confirmation url in with the payload.I’m also wondering if either of these paths is the right one. Please let me know :)

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal.However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

My company is developing its own conversational AI feature. Our tool will be trained on the data that our users have in our product and help them answer questions about it or do analysis on it.We are now working on how we will have two chat tools co-exist in our product. Aside from making it clear to users which tool to use for which type of question, we’re working on a real estate problem. We can use the available launcher location setting to move the launcher to the left, to make room for our first party tool on the right. Though because the information density in our product is loaded to the left, we would rather have the launcher be pinned to the left edge of our chat tool. So two chat tools lined up next to each other on the right. It is not clear from the documentation about the custom launcher that we can accomplish this. https://www.intercom.com/help/en/articles/2894-create-a-custom-launcherDoes anyone have experience creating a custom launcher that could lend any advice about

Hello guys,I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it.  Configuration:Workflow Ticket Trigger : “If teammate changes the state of a ticket”From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not.  It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

Hello everyone.I'm experiencing an MQRC 2035 (Authorization) error when integrating Intercom with our messaging queue system. The setup involves deploying an application with MQ Client Connection Properties, specifying all necessary details.While trying to resolve the issue, I reached out to RabbitMQ support to ensure our configurations were correct. Despite Intercom running as the root user and the queue manager using default mqm users, the connection still fails. The error message indicates a failure to connect to the queue manager on the specified hostname and port.Has anyone encountered this issue while integrating Intercom with a messaging queue? What steps did you take to resolve it?Any insights or suggestions would be greatly appreciated.

I am the admin of a help center - facebook group. How can I feed this into FIN as this would be an incredible source of information for my software?

We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful! 

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

Hello everyone!  Had been a little confused while creating articles and collections for my students.  We've got 2 collections like "Methodology helper" and "Assessments", where I want to put the same articles about the process and meaning of assessments. But as I see it, Intercom doesn't allow adding one article to more than one section. And the possible solution of creating two of the same articles just to put them in different collections looks kind of strange to me, as we can't get the right statistics of the use of this material. Does anyone know any ways to fix it? Thank you in advance!

When we link a back-office ticket to an open conversation that we are working on, it does not automatically assign that ticket to the user who created it and is in charge of completion. This often leads to the ticket being left “unassigned” which poses a lot of issues and then manual clean up for our team. It would be ideal for the back-office ticket to auto-assign the user who created it to avoid it becoming unassigned and then us having to clean up the unassigned folder often.

When I create a new conversation to my client via Whatsapp in Intercom (logged in as myself), the default sender always loads as one of my colleagues so I have to change it every time. Is there any way to change the default sender to my own profile? 

Hi,We added the Intercom Android SDK into our app.implementation 'io.intercom.android:intercom-sdk:15.6.3'When clients click these auto-reply conversations, the app crashed: Recently, we received many crash report:Parameter specified as non-null is null: method io.intercom.android.sdk.m5.conversation.states.ConversationHeaderV2.<init>, parameter subtitle Did some nearby updates at the back-end removing the ‘subtitle’ parameter? I tested with all 15.6.* version SDKs and they all have this problem.  Starting from SDK 16, a targetSDK version of 35 is required. Migrating our app to 35 will take a significant amount of time, and app crashes severely affect user experience. It would be a big help if you guys can add back the ‘subtitle’ back to the message or conversation model to keep the app from crashing. Please let me know if you can do this, or there’s other solution. Thank you!  

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1. 

Hi there,The latest version of React Native, 0.77.0, migrates the iOS AppDelegate to Swift. Currently the intercom-react-native module only seems to support set up in Objective C, will this be changing soon?Many thanks, Lydia

As a financial advisor and consultant, I am Prakash Hinduja, a proud resident of Geneva, Switzerland (Swiss). Having grown up in India, I developed a strong foundation in international finance that I now use to help clients with their wealth management and global investment strategies. My specialty is helping high-net-worth individuals significantly grow their financial holdings, which is why some have taken to calling me the "Prakash Hinduja net worth booster. I’m using the Stripe integration with Intercom, and I’ve noticed that it sometimes creates duplicate users when customer data is sent over. Has anyone figured out a reliable way to prevent this—or merge duplicates automatically? Would really appreciate any suggestions, best practices, or tools you’ve found helpful. Thanks in advance!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Here are the HTML tags and CSS that intercom’s API supports for Articles - https://developers.intercom.com/docs/guides/help-center/supported-htmlI don’t see callout blocks and collapsible sections which are supported in Intercom’s editor. When I use the API to update my articles (update article endpoint), even if I send the exact CSS that intercom uses for the callout blocks and collapsible sections, it strips them out as those are not on the allowed list. These articles then get published without the callout blocks that were present earlier. How can I preserve callout blocks and collapsible sections? It is a major limitation towards using the API. 

I configured a tooltip to appear on all pages of the platform that are reports - that means, pages ending with “….../reports/”. I’ve already checked all the URL filters, placement, and audiences, and in Intercom’s internal test the icon appears. However, when set live it does not appear for any of our clients on our platform.Can someone help me out with this? Don’t know who to contact from Intercom.

Hello,I work on a platform and they are using intercom for their live support chat. I am using for several months and it worked perfectly. But now for over a week, it keeps loading here:  I’ve talked with them via email and even they’re shocked. They don’t know what’s wrong, neither do I. I’ve cleared cache, relogged in, and changed browser, nothing worked. Can anybody please help me out in this regard? Thanks in advance!

I am getting a crash when using the Android SDK via a Flutter-based application. This crash is occurring on a Pixel 8 running Android 14.intercom_flutter 8.1.1 This uses Android SDK 15.6.3 Also tested against intercom 8.0.9, which uses SDK 16.5.1 Built using minSdkVersion 21, compileSdkVersion being Flutter’s compile SDK version.  Java compatibility set to JavaVersion.VERSION_1_8This crash occurs when clicking to access recent messages.E/AndroidRuntime(32192): java.lang.NullPointerException: Parameter specified as non-null is null: method io.intercom.android.sdk.m5.conversation.states.ConversationHeaderV2.<init>, parameter subtitleE/AndroidRuntime(32192):     at io.intercom.android.sdk.m5.conversation.states.ConversationHeaderV2.<init>(Unknown Source:8)E/AndroidRuntime(32192):     at io.intercom.android.sdk.m5.conversation.reducers.HeaderReducerKt.reduceHeaderV2(HeaderReducer.kt:48)E/AndroidRuntime(32192):     at io.intercom.android.sdk.m5.conversation.reducers.Conversatio

I'm developing react native app using intercom (@intercom/intercom-react-native v5.0.0). Currently I'm facing problem that's intercom doesn't update for new message coming. Only update when I open conversation from launcher or kill the app and open again. I already set up push notification for the app and can receive it when app in background. Please help me