Unanswered questions

22 Topics

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Rob BathgateNew Participant
asked in Messages & Series

Series Wait = 5 minutes - significant delay

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 

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58 minutes ago
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Matías GuerreroNew Participant
asked in Conversations

Hide specific conversation from messenger

 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

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4 hours ago
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Tereza ZaloniNew Participant
asked in Reporting

Calculate active AHT

Hello,In Intercom's metrics, the Average Handling Time is measured when a conversation is assigned to a teammate and the status is open.However, this metric indicates the total time until the customer receives a reply.In our case, we're aiming to collect data on the actual time a teammate spends actively engaged with a case, such as having the conversation/ticket open in a tab, writing a reply, or leaving notes.Is there a way to access this information through Intercom reporting, or alternatively are there any timer apps that we could install to calculate this?Thank you.

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17 hours ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get id of lead merged to user

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

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1 day ago
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VitaSokolovaNew Participant
asked in Mobile SDKs

Attaching photos from camera is broken in 15.8.2

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. 

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1 day ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

How to get information about Article in message?

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

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1 day ago
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Maryse MONTIGNENew Participant
asked in Apps & Integrations

Link customer list between intercom & meta

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

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1 day ago
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Eva KnutssonNew Participant
asked in Messages & Series

Customise bot image on messenger

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

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1 day ago
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Aleksandra MakówkaNew Participant
asked in Settings, Security & Permissions

Limiting teammember to a specific inbox

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!

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1 day ago
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Mario GuevaraNew Participant
asked in Apps & Integrations

Facebook/instagram comments?

Hello! Is there anyway to answer get facebook/insta comments in an inbox? I already did messages, but so far, I cannot find a clear solution for comments. Thanks in advance

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1 day ago
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random_giraffeNew Participant
asked in Tickets

showTicket sometimes gets ticket by id instead of public_ticket_id?

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.

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2 days ago
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kmchucNew Participant
asked in API & Webhooks

Unable to POST Contact using email

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? 

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2 days ago
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Tim ForanNew Participant
asked in Workflows

Intercom / Slack integration - now showing "Received participant added notification" instead of conversation content

Our company has an automation between Slack and Intercom, such that when a new conversation is started in Intercom, we received a message in Slack with the contents of that conversation.  Starting today, for seemingly no explicable reason on our end, instead of the conversation contents being posted in Slack, we are just seeing “Received participant added notification”.  We’ve seen this occur twice, with the first instance occurring roughly 35 minutes ago.“Received participant added notification” is a string used by Twilio (upon which Intercom is built), and so we’re wondering if there’s a bug on Intercom’s side that is resulting in the notification being posted via the automation instead of the conversation contents.  Any help would be appreciated.

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2 days ago
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Oliver StenningNew Participant
asked in Mobile SDKs

Message input field sometimes doesn't appear in chat on iOS

When opening the Intercom messenger to send messages, after tapping the initial prompt and being asked to type a question, sometimes the text input field for the message does not appear, and there is no way for the user to type. We’ve had reports of this happening from users and have videos of it happening, but have not been able to replicate this behaviour on the simulator. We’re encountering this issue on version 17.0.0

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2 days ago
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Henrik LeneriusNew Participant
asked in Fin Tips and Tricks- Connect with the Intercom team

Leveraging Fin for email channel - manageable workarounds?

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

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Charlie P
2 days ago
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kironetNew Participant
asked in Mobile SDKs

iOS: Memory leaks after installing Intercom

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.  

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2 days ago
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Sheena MilesNew Participant
asked in Conversations

Conversations Search code not returning any values

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": []}  

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2 days ago
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Rob BathgateNew Participant
asked in Product Tours

Product Tour callback (detect when started)

Hey,Do the Product Tours javascript intergration offer a Javascript callback?I want to identify (on site) when a product tour has started for a user.Flow:User visits a given page on the website Product Tour starts I need to check if a certain element is on the page as this is used by the tour. There is a few user cases when it wont, and I therefore need to run some custom (on site) Javascript to show that element. Workflows or webhooks won’t help in this situation, as I need to check and show the on-site element as soon as the tour starts. (well, actually before step 3)Ideas:Javascript callback when the tour is started OR Javascript callback when a ‘next’ button is clicked on the tour OR another way to programatically (on-site) determine either of the above.If this is entirely not possible, is there a way to detect if a user is due the tour?At the moment the tour uses normal settings within the Intercom > Product Tour (i.e. show once, the first time the user meets given criteria). I

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4 days ago
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Laurent MalkaNew Participant
asked in Fin AI Agent

how can we include beamer feature requests in Fin AI?

What is the best way to feed FIN AI with Beamer feature requests?  foe example, lead comes in and asks for a feature that is under development.  Unless fin knows about the request, the answer will lead to a conversation.what I am trying to achieve is to streamline the conversation with additional context to increase engagement, conversion and retention.    

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4 days ago
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User2284Connector
asked in Tips, Tricks and Workarounds

What's the best way to link customers from an email to intercom messenger?

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!

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6 days ago
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Kayla TreeseNew Participant
asked in Apps & Integrations

Calendly Integration

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?

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6 days ago
Andrii Fedyk
Andrii FedykNew Participant
asked in API & Webhooks

Does access token obtained with OAuth has expiration date?

Our application uses OAuth to get user’s access token. We noticed that after a while tokes are revoked and API calls fails with unauthorized errors. An example:```json{  "type": "error.list",  "request_id": "0003hg8qe7evlq01dqcg",  "errors": [{ "code": "unauthorized", "message": "Access Token Invalid" }]}```May I ask if access tokens obtained through OAuth have expiration date? If there a way to debug why token is invalid now?

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Andrii Fedyk
6 days ago
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