Answered

 I want to build a specific interface for a specific AI bot, only accesible from a specific screen. Because it's a mvp I don't want these chats to appear in the side messenger from support, nor receive push notifications when AI replies.Still I don’t find the way to do this so I thought maybe the API has a hacky way to achieve this, such as message through a hidden or archived a conversation.thanks

Hello,I’m trying to set up an SMS alert system in Intercom for when a VIP customer calls in. The plan is to use the phone workflow to trigger an API call, which then triggers an event. This event should prompt an SMS to be sent to a specific segment of our team.I've been attempting to use "Last contacted" for the created_at field and "Contact ID" for user_id in my API setup, but I keep encountering JSON format errors. If anyone has experience with setting up similar workflows or can offer insights into what might be going wrong, I'd greatly appreciate your help. Also, if there's a different approach that could achieve the same outcome, I’m open to suggestions!Thanks in advance for your assistance!

We have created an intercom Oauth app (Statuspal.io) and is working well so far, but we have now introduced a new region of servers (EU) which have a different domain statuspal.eu instead of statuspal.io, however in the Intercom app settings (Canvas Kit > Messenger) it only allows for one flow of URLs, where we already have statuspal.io. Is there a way to add a new flow of URLs (statuspal.eu)? or perhaps make the domain dynamic so to write the URLs like "{host}/api/v1/intercom/initialize"? Or should we just create a new Intercom app altogether, this one seems weird to me, as we'd have multiple apps listed in the store differing only on which region they are for.

Please help! How do I update the Bot image thats on on the messenger? 

Can we modify the SLAInstead of deletion ?

Hi there! We are starting out our usage of Fin pretty conservatively. Our approach is to only enable Fin outside of our open hours. This way the customer doesn’t have “much too lose” by giving Fin a chance as worst case they don’t get relevant help but they wouldn’t have a chance to speak to human until tomorrow anyways.My problem with this approach is that we only have about 25% new conversations starting through chat, and 75% from emails. So the potential impact of Fin is pretty limited. Understanding that Fin can’t be enabled in the email channel (yet), I was thinking about workarounds. One option that I considered was to have a reply in the workflow for emails coming in outside work hours, where I tell the customer something like “we’re currently closed. But if you go to <url of web app> you can chat with Fin who might be able to help you out immediately”. Where I think this becomes a problem is that if the customer go to the web and tries to send a message through the web in

I have a rule that closes conversations after 5 minutes of inactivity from my customer however I also want to send a custom automated message when this happens such as "Because you irresponsive for 5 minutes I had to close the conversation however you can reopen this conversation at any point after reading". Does this feature exist? Thanks

Hello, My company is using Intercom in several teams (Support, Sales and Success). We’ve created three separate teams inside Intercom. Is there a possibility to limit the view of each of the teammembers to only see their dedicated team’s inbox? I.e. Support should only see messages asssigned to Support, and not to Sales and Success. I’d be more than happy to provide more details - please note I am quite new to Intercom, so apologies if this question shows my lack of basic knowledge. Thanks in advance!

I’m currently trying to POST a Contact with just an email, and am currently being met with a 400 error:Request body:{"name": "Kim Chuc", "email": "email@gmail.com"}Response body:{ "type": "error.list", "request_id": "0004n8c4t4e6a3olv82g", "errors": [ { "code": "invalid_document", "message": "either_email_or_user_id_present validation failed" } ]} Based on the docs, email is the only required field to POST a Contact and I’ve double checked to make sure the email doesn’t already exist: Has anyone ever come across this issue before? 

Hello,I started getting memory leaks printed from Instruments after installing Intercom(17.0.2). Double checked by uninstalling(got 0 after uninstalling).The package was installed using SPM.  

I am trying to pull all of our poorly rated conversations to then analyze the data and understand where we have gaps. I’m using the API with the code below: {"query": {"operator": "AND","value": [{"field": "conversation_rating.score","operator": "<","value": 3}]}}However, it doesn’t return any values (posting the returned code as well). I know the conversations are there, because when I retrieve them 1x1 I can see them, but this doesn’t provide me anything. Can anyone see anything glaringly wrong? I’m using the 2.10 API. Headers are also below.{"type": "conversation.list","pages": {"type": "pages","page": 1,"per_page": 150,"total_pages": 0},"total_count": 0,"conversations": []}  

io.intercom.android.sdk.survey.block.AttachmentBlockKt.VideoAttachmentBlockThis strange error apeared to a single user 3 times on my app, i wonder what could it beMy app runs in Flutter, android version, The SDK version is intercom_flutter: ^8.0.3here the error stack:Fatal Exception: java.lang.NoSuchMethodError: No virtual method at(Ljava/lang/Object;I)Lt/q0$a; in class Lt/q0$b; or its super classes (declaration of 't.q0$b' appears in base.apk)       at androidx.compose.material3.ProgressIndicatorKt$CircularProgressIndicator$endAngle$1.invoke(ProgressIndicator.kt:16)       at androidx.compose.material3.ProgressIndicatorKt$CircularProgressIndicator$endAngle$1.invoke(ProgressIndicator.kt:2)       at androidx.compose.animation.core.AnimationSpecKt.keyframes(AnimationSpec.kt:7)       at androidx.compose.material3.ProgressIndicatorKt.CircularProgressIndicator-LxG7B9w(ProgressIndicator.kt:448)       at io.intercom.android.sdk.survey.block.AttachmentBlockKt.VideoAttachmentBlock(:513)       at

We’ve got a “Contact Support” button or an “Ask a question” call to action in an email. How are you guys linking to get people to engage with the Intercom Messenger? We have a contact page, that auto-pops up the messenger. But would love to see how others are handling this. Thanks!

Hi there! Here’s a bug our team flagged: When forwarding an email with a lot of attachments, we can’t see everything in the screen. Here’s a screenshot of the Intercom email getting cut off when there are too many attachments. I can’t get to the Send button. This one’s not as bad as one I had recently where I had to zoom out to 50% the window size just to be able to see it.!--> 

I previously used the Calendly integration in my website’s automation but it has not been working for several weeks now, when someone visits the site and tries to book a meeting with a member of our team it just displays a block with an error message. Is the integration broken and does Intercom plan on fixing it?

HiI have a series…Step 1 - user entersStep 2 - wait 5 minutesStep 3 - send emailIn my test of this series, the wait of 5 minutes in step 2 was closer to 30 minutes. At one point, the user was sitting in the "still waiting" like even thou the "entered at" time was 15 minutes ago. The email for step 3 was finally sent and received 34 minutes after the user entered the flow.Is this a hangover of a big server/queuing load at Intercom?If so, not ideal but ok - I'd just need to know what is going on so I can adjust the series and manage my expectations as to when it'll actually send. If it's not a load/queue issue... What's going on? ThanksRob 

The REST API has a method for merging contacts from lead to user. It works pretty simple:```curl -i -X POST https://api.intercom.io/contacts/merge \  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \  -H 'Content-Type: application/json' \  -H 'Intercom-Version: 2.10' \  -d '{ "from": "LEAD_ID", "into": "USED_ID" }'```Also, lead can be merged to user in the Intercom app. When lead is merged, our integration listen for webhook with topic `contact.merged`. This webhook has an information to what contact the lead was merged, but has a missing part from what lead: ```{ "type": "notification_event", "app_id": "abcdee", "data": { "type": "notification_event_data", "item": { "type": "contact", "id": "USER_ID", "workspace_id": "abcdee", "...": "..." } }, "links": {}, "topic": "contact.merged", "delivery_status": "pending", "delivery_attempts": 1, "delivered_at": 0, "first_sent_at": 1713533523, "created_at": 1713533523, "self": null}``` May you add lea

We tried updating io.intercom.android:intercom-sdk from 15.6.3 to 15.8.2 and noticed that attaching photos from camera directly is broken (permission was given). On version 15.6.3 it works as expected. 

When admin replies with an article, webhook does not contain details about it. May we have a link to article in webhooks? 

Hi,I would like to link directly the Intercom’s customer list from to meta business manager to update automatically the customer audience.How is it possible ?Sincerely

Hello,I’ve been getting inconsistent behavior when using showTicket. It would sometimes open a ticket by it’s public id, and sometimes it would open a wrong ticket - by id instead. I am seeing this in my network requests:When I call showTicket(999), I see this requesthttps://api-iam.intercom.io/messenger/web/tickets/999Normally (and I believe this is the expected behavior) the response contains a ticket with public_ticket_id: 999, and this ticket is opened in the chat. However, sometimes I get a ticket with id: 999, and some older public_ticket_id. So while the newer ticket is created and can be seen there in the messenger home space and in tickets if I click back, another older ticket gets opened.

I’m trying to share with my team how we can improve the Fin performance over time. Obviously, making sure Fin has access to great answers for the most commonly asked questions is a top priority. So, let’s say you have a very common question that you want to ensure Fin can give a good answer to. When do you opt for creating a custom answer and when do you pick a snippet?I think I have a fairly good idea of the basic functionality of the two options from reading the Intercom documentation, but I still struggle to say when to go for which option…Happy for any best practice advice here!

The documentation and sample app show Intercom.setAPIKey being called from a Scene delegate.  I would prefer not to configure that for my SwiftUI App if I don’t have to.  In addition, we normally do not compile keys like this into our App, instead preferring to fetch them from the server.Are there any restrictions on when I call Intercom.setAPIKey? Does it have to be called on the main thread? Do I have to call setAPIKey from the Scene delegate?  Can I wait to call it until after the user has logged in and communicated with our server to fetch the API key as long as I don’t call any other Intercom calls before that? Thanks,Tom 

Hey! My company only recently started using Intercom, and non of us have prior experience with anything similar. We currently have 2 products we want to use it for - one being free-to-use, visitor only website (on its own URL), and one being a client-only portal (separate URL as well). In the future, we might have more.We would like to know within the help desk which product the message is coming from (or in other words - is it a free user from URL 1, or one of our paying customers from URL 2). We’d love to make this scalable, so it’s easy to add new products in the future. What’s your recommendation on achieving this?

Hello,I am using react native 0.72.6 and I followed your documentation. When I start the application on Android, the app directly crashes.React Native: 0.72.6Intercom: 7.0.1Error log;04-17 20:41:03.757 16506 16565 E AndroidRuntime: FATAL EXCEPTION: WM.task-104-17 20:41:03.757 16506 16565 E AndroidRuntime: Process: com.xx.xx, PID: 1650604-17 20:41:03.757 16506 16565 E AndroidRuntime: java.lang.NoSuchFieldError: No instance field mDelegate of type Landroid/database/sqlite/SQLiteStatement; in class Landroidx/sqlite/db/framework/FrameworkSQLiteStatement; or its superclasses (declaration of 'androidx.sqlite.db.framework.FrameworkSQLiteStatement' appears in /data/app/~~-CoVl2828_OGDZn2i-axfA==/com.xx.xx-4SqgA3KMc2bMy==/base.apk!classes6.dex)04-17 20:41:03.757 16506 16565 E AndroidRuntime:     at androidx.sqlite.db.framework.FrameworkSQLiteStatement.executeUpdateDelete(Unknown Source:0)04-17 20:41:03.757 16506 16565 E AndroidRuntime:     at androidx.work.impl.model.WorkProgressDao_Impl.delete