Answered

Hi, We’re currently modelling our Intercom data. In the modelling process, I can’t find the answer to the following:How do we determine whether a conversation was started through the Intercom Chat on our web application or our mobile application? How do we determine whether a conversation was started and/or resolved by the automation workflow (self-service)?The source_type and first_contact_reply_type only indicate whether the conversation was started through 1) email, 2) conversation, 3) instagram. Hoping you help guide us to finding the necessary data.

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

Hello Intercom team,I’m reaching out regarding an issue where videos uploaded to chat lose their audio during processing. The preview of the video shows sound, but once uploaded, the audio is missing. The issue occurs consistently, regardless of the video source (recorded directly or uploaded from the gallery).Could you please help us investigate if this is a known issue or if there’s something we’re missing? Any guidance or steps to resolve this would be greatly appreciated.Thank you in advance for your support!

I'm looking to integrate an external service that delivers automated Instagram likes after specific user actions on my website. For example, after a user completes an onboarding message or reaches a goal in a Series flow, I’d like Intercom to trigger a webhook call to an external URL like this one.Is it possible to set up this kind of automation using Intercom’s webhooks or custom actions within the Series builder? Any guidance on setting up payloads, security, or best practices would be much appreciated.

We would like to request a new data point in the reports section for tickets: "Last Comment”. 

We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

Hello, I need to integrate Intercom into react-native app. I’m using official wrapper intercom/intercom-react-native. Android works as expected. On iOS I’m always getting `BadDeviceToken` listed as an issue in Intercom panel (website). I tried both ways to send the token to the intercom, first is native code (option 2 from here) and later tried JS option with token coming from @react-native-firebase/messaging `getToken` method.APN configuration is uploaded to Intercom and same values works properly when sending push messages from Firebase (both their website and java/nodejs SDK).I’m testing on the simulator (again messages from Firebase and our backend works fine).

We’re looking forward to implementing WhatsApp for Intercom, considering the documentation on integrating the WhatsApp App with Intercom we have some concerns, we hope people who have already done this integration may be able to answer.We’re currently using the WhatsApp API for custom marketing messaging and authentication, it simple, it only redirect the user to our App, however we would like a way to see if the user reply, and if so, for our customer service team to continue the conversation, note that there’s no third party manager of the account, we call the API ourselves, the WABA is hosted on Meta directly, we hope that can be achieved through this integration, so in concrete these are our concerns:If we integrate WhatsApp, we’ll lose access to manually call the WhatsApp API for authentication OTP and marketing messages? Can the API still create new conversations with new users? Can the integration at Intercom see those message, so the Customer Support team see the entire convers

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

I have already started a conversation through app but the solution offered is not a solution at all.Since we started using Intercom, we run all our support operations both for customers and potential users via Intercom conversations.Now many of our users are complaining that they cannot reach us out via support button and when we connect to their device and check the Intercom CDNs are banned by their modem. The affected user count increases day by day and our support team spends extra effort and time just to try to make it whitelisted, so instead of focusing the real problem Intercom now causes a time loss to fix the support button. Even our reputation is damaged because people need help about an issue but they cannot get to us effortlessly.This screenshot is taken from one of our customers’ device, they don’t use any adblocker but their modem does not allow to open the script because of safety issues: Sorry, but its unacceptable for you to tell us “tell your customers to whitelist Int

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

Recently, we have a lot of Fatal Exception: Java.lang.illeglegalstateexception.v15.15.0 and v16.3.0I attach the entire stack trace errors:          Fatal Exception: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first.       at android.view.ViewGroup.addViewInner(ViewGroup.java:5401)       at android.view.ViewGroup.addView(ViewGroup.java:5216)       at android.view.ViewGroup.addView(ViewGroup.java:5156)       at android.view.ViewGroup.addView(ViewGroup.java:5128)       at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99)       at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332)       at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:323)       at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:342)       at androidx.compose.ui.viewinterop.AndroidVi

Hi, I need your help with user data not showing correctly in Intercom.We are initializing Intercom with name, user_id, email, and user_hash.Everything works fine for most users, but starting from 3 weeks ago, new users only show user_id, and name and email are missing on their profiles.At first, we suspected it might be an issue on our end. However, we’re also sending the exact same user data to Pendo, and it’s working perfectly there — all fields are showing as expected.Could you help us check if there were any changes on Intercom's side, or suggest what else we can verify to resolve this?Thanks!

In our app we are sending Intercom Posts with universal links in them and opening a link from a post within the app does both - triggers the deeplink action and also opens Safari. In our AppDelegate we return true from application:continueUserActivity:restorationHandler: and even when we completely remove all deeplink related logic and the method contains nothing but return true it still opens Safari, this behavior contradicts to what's written here. We have IntercomUniversalLinkDomains configured in the Info.plist file. Expected behavior: Do not open Safari when a url is matched with an entry from IntercomUniversalLinkDomains  and application:continueUserActivity:restorationHandler: returns true.iOS SDK version 16.2.3  

Seeing a new crash on Samsung Galaxy S24 Ultra (in the field)  Android 15At least 3 different users all with this same device.  java.lang.IllegalStateException (crashed)ViewTreeLifecycleOwner not found from android.widget.FrameLayout{ff120ae V.E...... ........ 0,0-1080,2340 #7f0a04d4 app:id/intercom_overlay_root}androidx.compose.ui.internal.InlineClassHelperKt.throwIllegalStateExceptionForNullCheck (SourceFile:34)androidx.compose.ui.platform.WindowRecomposer_androidKt.createLifecycleAwareWindowRecomposer (SourceFile:455)androidx.compose.ui.platform.AbstractComposeView.ensureCompositionCreated (SourceFile:250)androidx.compose.ui.platform.AbstractComposeView.onMeasure (SourceFile:285)android.view.View.measure (View.java:29591)android.view.ViewGroup.measureChildWithMargins (ViewGroup.java:7383)android.widget.FrameLayout.onMeasure (FrameLayout.java:207)android.view.View.measure (View.java:29591)android.view.ViewGroup.measureChildWithMargins (ViewGroup.java:7383)android.widget.FrameLayout.o

When a user replies to an email notification from Intercom Messenger, the email is duplicated. Has anyone found the cause and a solution to this issue? 

I’m looking to set up a separate brand for my messenger that serves a very specific purpose with its own focused knowledge base. Only advanced users will be interacting with this brand, and I want to ensure Fin’s knowledge is tightly scoped to this particular module.Only certain pages of our console would expose this specialized brand, while our default brand remains unchanged. At the same time, I don’t want the technical content for this advanced module bleeding into our default setup, as it’s too niche for general users.Is there a way to achieve this type of segmentation so that Fin’s knowledge is isolated to specific brands?

Hi everyone,I’ve been sending newsletters and promotional emails for my small business, but a significant number of them are ending up in recipients’ spam folders.I’m trying to improve engagement, but low deliverability is holding me back. I’ve heard about authentication protocols like SPF, DKIM, and DMARC, but I’m not sure how to implement them correctly.Can anyone share practical tips or strategies for maintaining a clean email list, avoiding spam triggers, and improving sender reputation?I’d love guidance on how to increase email deliverability effectively without overcomplicating things.

I'm seding custom attributes using the update function from react-use-intercomBut I'm having problems using those custom attributes in the text and messages on the intercom painel After reseach a lot, I found those 3 options, but I couldn't find any oficial documentation about it// {{custom_token}}// {{prop.custom_token}}// {{custom_attributes.custom_token}}could someone confirm to me, how is the correct syntax is to use the custom attributes as placeholders in my texts

Hi,We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it. However, we don’t want to lose the data from the existing checklist.I checked with Fin and reviewed the checklist FAQs, and it looks like I’d need to delete the old checklist to prevent users who’ve already seen it from accessing it again. Is there really no way to simply “unpublish” or disable it instead?Thanks in advance!

Hello everyone, our app (Coview) implemented the health check. Based on the following description from the documentation, we assumed that we would receive at least one call for each of the installations of our app each day: This will happen at least once a day for each workspace where the app is installed. With this information, we expect you to discover if the app is in a healthy state for this workspace and respond to the request telling us whether it's healthy, unhealthy, or you don't currently know.However, according to our logs we just a handful of checks each day although we have a few hundred installations. Do we misunderstand something here?

Hi everyone,I'm seeking advice on effectively managing our company's online reputation using Intercom. Specifically, how can we leverage Intercom's features to monitor customer feedback, address concerns promptly, and build trust with our audience?For more insights on this, you might want to check out Reputation Prime. Are there any tools or integrations within Intercom that can assist in this process? Additionally, how can we ensure our team maintains a consistent and positive tone when responding to customer inquiries?Any insights or experiences would be greatly appreciated.Looking forward to your suggestions!

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSSLog in directly to the help centre to "authenticate" users, without having to load Intercom in your app first.More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options.Security for an entire collection, not just article by article.Syntax highlighting in code blocks.Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is going invest in Articles and bring it up to scratch with the other products, or whether we need to look e

I’m curious if there is a known issue with the Users Scroll API? The Company one works just fine, but the users one returns that it is not a valid resource.I found a github incident from 2018 where something similar happened and I’m wondering if something similar is at play again. I notice that the users scroll documentation page doesn’t have a Try It option like Companies does, which leads me to believe it may be a known issue that the endpoint doesn’t actually work.Current Documentation: https://developers.intercom.com/docs/references/1.3/rest-api/users/iterating-over-all-users