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I followed the example for how to create a Messenger Canvas App, and I got it to work. The problem is that it creates a button. After pressing that button, it displays some text. I cannot figure out how to reset the program to go back to the button so that I can begin making and testing my own changes to the program. The only way I’ve been able to do it is to change browsers, but there are only so many of those. I’ve tried deleting cookies and the cache, changing the APIs, resetting the project. I’m getting desperate here.  The example code is completely changing what is on the canvas:app.post("/submit", (request, response) => {  const body = request.body;  response.send({    canvas: {      content: {        components: [          { type: "text", text: "Someone just clicked something!", style: "header", align: "center" },        ],      },    },  });});I can’t try changing anything, because nothing happens at this point.

I just started using Intercom. We have multiple people managing replies from a single account, which works well. Is there a way to also send the Intercom replies to the original sender email? For example: our group-managed email is example@gmail.com. When a user sends an email to example@gmail.com it gets forwarded to Intercom, where it’s replied to. However, there’s no history of the email in example@gmail.com. This is a problem because I still need to manage/track the email threads in Gmail in addition to Intercom. Mainly because I’ll need to pick up communication out of office hours and over the weekend. How can i solve this? 

Some of our users are facing this crash in DocumentPreview.OS version: android8.0.0devices_otherModel:Galaxy A5(2017)I think its reasonable to expect some error handling instead of crash, so user knows that file is not supported or is corrupted.

Intercom(‘trackEvent’, ‘myevent’).on(‘fired’, function () {  // The event has fired.}).on(‘unscheduled’, function () {  // The event rules met but unable to fire based on schedule.});See example above: Is there a way to track an event not firing based on not being scheduled but meeting the rules? (meeting rules but not in schedule to be fired)The reason being that I’m working with javascript where there would need to be default behavior if the Intercom banner doesn’t show.intercom banner → close banner → redirect to url (no banner) → redirect to url

It would be nice to have forum like capabilities. (Like zendesk.com/gather)

It is impossible to run two help centres off the same content currently because of the limitations in linking between articles.IFYou have two help centres A and BANDYou create an article C linking to article D that is to be used by both help centresTHENThere is no way to do this without duplicating the content.When you put in a link it has to be to the full URL, there is no “internal” linking functionality.You should be able to have the article C link to D in such a way that if you are in help centre A, you stay within it rather than it throw you to help centre B. It basically renders the multi help centre useless right now.

I'm reaching out to the community for some guidance on managing our help center more effectively, particularly regarding the visibility of certain article collections on the homepage.We've set up a collection called "Learn," which is designated for in-page support articles. To maintain a focused and streamlined homepage, we do not want this collection to appear among those featured on the main landing page.Has anyone had experience with hiding a published collection from the help center homepage? If so, could you share how you achieved this?I'm also interested in any tips on controlling which collections are displayed on the homepage. Ideally, we want to present our users with a selection of collections that are most relevant to their general inquiries while keeping more specific guides like "Learn" accessible only via direct link for the collection.Our help centreAny insights or directions to relevant documentation or settings would be greatly appreciated!

I’ve been building my own CSAT bot, as suggested in the Help Center. There it saysTo report on your own configured CSAT workflow, make sure to apply a custom data attribute to your quick-reply buttons.This will allow you to use Custom Reports to report on your own configured CSAT, segmenting conversations by ratings and exporting the raw data to calculate your CSAT scores.I am saving the responses to a custom data attribute, but cannot figure out how to set up a custom report that can analyse this data. In the report set-up, there doesn’t seem to be an option for this. Has anyone managed to do that/can tell me how it works? I couldn’t find the answer on the Help Center.

Once you’ve posted a note on a back end ticket - is it possible to edit it? Can’t see an option to do so in the 3dot options menu associated with each note. If not possible - is this something that intercom has an intention to introduce? 

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

We're expanding our product offering into another business domain. This business domain uses different naming and sometimes different behavior for a given product or feature. We have a lot of articles. We would like the existing article content to adapt to a given business domain. Ideally, I set a section of content in an article to display if it meets my rule. This way we wouldn't need to copy the whole article and maintain two articles about the same thing. For example: Rule 1: Target audience = user.businessVertical = clothingRetailRule1 = true ? clothing : car;  Article Content Hello valued RULE1CONTENT customer.  Article Resolved Content (user.businessVertical = carRetail) Hello valued car customer.

Hello guys,I cannot download CSV reports from Intercom since yesterday. The Download file button is nonclickable. Support can’t help. They keep suggesting clearing cache and cookies or Incognito mode. All of my colleagues have the same issue. I know it’s not the end of the month but maybe someone tried to download reports already. Is this my account-related or a mass issue? It’s definitely has nothing to do with the browser cause we tried different devices and browsers. Thanks.  

In Salesforce, there are ways to create Categories and multiple sub catergories to these data points. So lets say you have two categories: Category 1 and 2.  In Category 1, you have the option to choose from X amount of options. When you choose one option, it will show specific data points to choose from in Category 2. The reason we are looking for this is to have more consistent data chosen in Intercom while also offering more data to choose from. We would love to have more specific data chosen in drop down lists but don't want to add too much to them right now as it just becomes too much to choose from.  Just curious if there's been any demand for this.

I’m trying to create a conversation with https://api.intercom.io/conversations REQUST BODY:{    "from": {        "type": "contact",        "user_id": "123456789"    },    "body": "Hello"},HEADER PARAMETERS:Intercom-Version: 2.10Authorization: Bearer <access_token> RESPONSE:{    "type": "error.list",    "request_id": "0002sf5fchfdlt2eus20",    "errors": [        {            "code": "not_found",            "message": "User Not Found"        }    ]} Could I be missing something? 

I see that when you make a change to an article such as editing the title, it will change the public URL of the article. I understand that even with an old URL, Intercom will always redirect the user to the latest article. I am curious if this same logic applies to a Collection? Is there a way to get a static URL for a Collection? Thank you. 

Is there a way to connect a help center collection to multiple help centers?

Can I tell Intercom to stop syncing Leads to Salesforce and only sync Contacts? Context is we have a SFDC integration with Calendly. We have Leads being submitted through Calendly then following to SFDC and assigning the applicable Lead Owner. The issue is that Intercom data will override the Calendly > SFDC data and will change the Lead Owner.

I was trying to use chatGPT for my customer service. When I search GPT in the app store, it looks like there are FederaGPT, Albus, and Aissistant. Has anybody used any of these services? Any comments?

Hello Intercom Community,I am currently designing an ETL job to ingest daily customer conversation data from Intercom and have a specific question regarding the merging of lead and user profiles, as documented here: Merge Lead and User Profiles.When a lead profile is merged with a user profile and the lead's conversations are transferred to the user's profile, how is this process implemented in the background regarding the conversation_id and the intercom_id of the transferred conversation? Specifically, are the conversations from the lead profile:Copied as new conversations with new conversation IDs [conversation_id], but now associated with the user's Intercom ID [intercom_id]? Or is the existing conversation (originally under the lead's profile) simply updated to reflect the user's Intercom ID [intercom_id], retaining the original conversation ID [conversation_id]?Understanding this process is important for my ETL design. If conversations are copied as new with new conversation IDs

Hi,I’ve got a problem with opening articles in the messenger. You can test this problem on this website: https://community.intercom.com/Click on an article in the list under “search for help” The article opens, click on the back icon Click on another article in the list under “search for help” The article doesn’t open, the messenger is blank and doesn’t respondI’ve also got the same problem with opening articles with window.Intercom(“showArticle”, 12345), sometimes the messenger doesn’t open the article and is blank and doesn’t respond. I think this might be the same problem.Step 1:Step 2:Step 3:Step 4: 

Our app uses intercom Andorid sdk and intercom Android sdk uses setDomStorageEnabled(true) that is reported as a security concern for our app.The DOM storage control is set to true, which allows the application to store page elements that could include user sensitive information. Setting the DOM Storage value to false will prevents local storage from being used. The setDomStorageEnabled flag found to be TRUE in the following class io.intercom.android.sdk.sheets.SheetWebViewPresenter We are using the version 12.3.0 of Android sdk in our app, could you please let us know if this behavior has changed in any of the recent versions of the sdk or if setDOMStorage is still enabled  in intercom sdk what kind of data is stored in local storage?   

Whenever I try to add a new attribute, I get a red warning stating, "Items with duplicate labels cannot coexist in the same list." Though I understand the message, I'm certain there are no duplicates. Has anyone else faced this issue and can offer advice? Thanks! 

if we receive an email from a new user that is part of an existing company, we do not have an easy way to link them to the company.  I do not know how to do anything with API and it seems silly to hire a developer everytime I need a little change.

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

Hi everyone, I am trying to do some in-depth analysis of my team’s capacity by looking at historical volume data. The challenge I am facing is that each support agent on the team can have up to 4 chats going at a time, so it’s not as easy as taking the total number of chats and multiplying by the average resolution time—I need to somehow represent in the math the possibility of multiple chats overlapping. Has anyone ever tackled this type of analysis before? How did you approach it? Thanks!