Settings, Security & Permissions

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!

Unable to complete payment for enable ( add team member ) module on my workspace, getting something when wrong. i have attached the activity status change with time log and right now getting alert watning screens shot as well for better understanding. looking forward to kind support, as blocked for now to perform / test features testing into our system. Thanks in advance for your kind support.   

We have users worldwide and I have agents in India, UK and Canada.What are the best practices for working with voice channels from countries where we have no office?Example: We have no office in Mexico, it’s impossible to get a local number and have them call into the US or Canada line

I am facing problems while trying to create an account on intercom, the error 403 forbidden appears, it shows that my workspace is suspended, but I have respected all the policies.

We have users in Mexico, Colombia and Chile. Our office is in Canada and the US. How do you go about setting up numbers for people to call into Intercom. As these countries often require a physical presence to open a phone number.

Hi!We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox: It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.Any help would be so appreciated! Thanks

Hi, We are looking to make our Help Center articles mostly limited to just users. We have SSO setup with Entra/Azure and that works fine for access to the backend. Is there a way to leverage Microsoft for access to the Help Center articles so only users that are part of that group can access the articles as well?Thank you!  

Hello,Based on the documentation (https://www.intercom.com/help/en/articles/3894-using-intercom-with-content-security-policy), it appears that both unsafe-inline and unsafe-eval need to be added to our Content Security Policy in order for the JavaScript widget to function.From a security perspective, this raises serious concerns, as it increases the attack surface. Our reporting endpoint shows that unsafe-inline isn’t actually required by your code, but unsafe-eval is being triggered in the vendors-app-modern.js file at the following line:var mod = eval("quire".replace(/^/, "re"))(moduleName);Is there any way to eliminate this eval call? If not, we may need to reconsider our us

I’m having an issue with the workflow in our ticket queue when closing a ticket. Normally when a ticket is closed the next ticket in the queue is automatically selected. For the last couple of days this has not been happening. For the most part it is reverting to the most recent ticket received in the queue, but sometimes it jumps to a random ticket somewehere else in the queue. I seem to be the only member of our team experiencing this so I think I have inadvertantly changed a setting somewhere but cannot find anything about this in the Settings or the Help section.

Hi Intercom Community,We are a returning customer (we was using Intercom for many years until end of 2024 with US data hosting) and want to come back but with EU hosting to make it complaint. I’m hoping to get some help moving the process forward as we seem to be stuck.Our goal is simple: we want to pay for and activate the Intercom Advanced plan with EU data residency. Another words: 😅 To make it as easy as possible, here are all the details: Plan: We need 3 seats on the Advanced plan. Hosting: Data residency in the European Union is a mandatory requirement for us. Commitment: We are ready to pay immediately. We understand an annual commitment is requ

Looking at the implementation of intercom for IOS, the creator seems to leave the API key in the front end. Does this mean that this API key is fine if exposed to the end user? I don’t seem to see another way to obscure it, as keeping the key on the backend doesn’t seem like an option if I want to use intercom’s package.import Intercomlet INTERCOM_APP_ID = "<#YOUR APP ID#>"let INTERCOM_API_KEY = "<#YOUR API KEY#>"class SceneDelegate: UIResponder, UIWindowSceneDelegate { 

I already added all the CNAME and TXT record to my DNS server. However, the outbound.intercom is the only one did not get authenticated and i have already wait more than 48 hours for it.It is because i am in the dev environment? 

After communication with our provider, this was their answer: I see that the DNS-records help.emvo-medicines.eu aren't referring to the servers of Combell, but are referring to the servers of Amazon.You should download the certificate and install it on the servers of the web hosting of help.emvo-medicines.eu. So what steps must i do in order to have the help.emvo-medicines.eu HTTPS certified?

Hi , I am a junior Developer and I have sat up Intercom in my website which has multiple users with different groups or companies so to say, Right now the Integration inside my website is working as it should be, the users i got them from my backend and pass the infor useing tkoen to my Frontend and the audiences is working fine, so i get to know the user and everything from my own website without asking him to sign in, he already did in my app. right now if he clicked a link for Intercom help center which is open in helpcenter there is no way that he could see the article untill he logs in, "Unable to load this article, you may need to sign in first" with the button url.and the Login link which i should be doing is something like this , https://mycompany.login/{group}/

Hi,We’re currently reviewing our platforms to ensure they meet the requirements of the European Accessibility Act (Directive (EU) 2019/882).For support services such as Intercom, the EAA requires that: Help desks, call centres, technical support, relay services, and training services provide information on the accessibility of the service. Services must be compatible with assistive technologies (e.g., screen readers, braille displays, voice input). Support and communication must be offered in accessible modes (not only voice but also text, relay, or other inclusive formats). Documentation and guidance should be provided in a clear, understandable, and perceivable format. This is meant to ensure that customers with disabilities can get support in a way they can actually use. For exampl

I’ve tried everything in the doc and through other posts, but  just can’t seem to make this work. The message just doesn’t display at the bottom of the page.

Hello! We frequently use conversations assigned as a daily/monthly metric for reporting purposes. When we remove a teammate and reassign conversations to another Teammate (usually myself), all those conversations appear in the daily reporting. To resolve this, I have to filter myself out of the reporting. This has a significant impact on a lot of our reports that are filtered by teammate and conversations assigned. Is there a way to remove a teammate from Intercom without having conversations reassigned appearing in the reporting? 

Hello.I need to know if in intercom it is possible to configure service via chat in a time range, for example from 9:00 am to 6:00 pm from Monday to Friday and on other days and times the service will be via ticket. Is it possible to use this configuration?Another point, is it possible to add a contact and activate it via WhatsApp?Thank you very much in advance.

If I were to create a test workspace and work on a resolution and custom bots, can I migrate this over to a production workspace? If so, what are the limitations of migrating between workspaces?

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

I have 2 separate workspaces but I don't need 2 anymore - I want to merge them both together so I can have everything all together.

My configuration to restrict article to certain customers (audience) is not working. i have setup a custom domain and the security protocol is active "HTTP (quick setup) Active" but when I go to select audience, the plus button is still grayed out. I was also told I need to enable cookie forwarding but am not sure where to do that? We use godaddy to host our website. Any guidance on how to do cookie forwarding?

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Hi everyone,Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider. However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments. I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

Hi everyone,We’re working on setting up email aliases to route specific queries to a main inbox (support@....com) while keeping them categorized separately by type (e.g., premium, legal, billing).For instance, we want emails sent to premium.support@....com or legal.support@....com to be forwarded to the main support inbox, but with tags that categorize them as “premium” or “legal” accordingly.Could anyone assist with configuring these aliases so that customer queries are correctly tagged when they land in the main inbox?Thanks