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Conversations are not refetched after user is updated

  • March 7, 2025
  • 3 replies
  • 220 views
P

We’re having an Intercom widget on all pages including unauthorized state. When users log in we call `update` with `user_id`, `email` and `name`. Widget is correctly updated, but if it was opened at least once for an unauthorized user then conversations are not refetched until the page is not reloaded in a browser. Though if you do not click a widget in unauthorized state and log in, then conversations will be fetched on widget click. Seems like `/messenger/web/conversations` API can be called only once which is confusing. Is it possible to refetch conversations after switching from visitor to a contact?

Best answer by Emilygav

Hey there ​@Product! Emily here from Support Engineering at Intercom 👋🏼
 

To address the issue where conversations are not refetched after a user logs in, ensure that you properly shut down Intercom when a user's session ends. This can be done by calling Intercom('shutdown') when the user logs out.
This action clears the session and ensures that when a user logs in again, a fresh session is started, allowing conversations to be fetched correctly.
 

Additionally, if you are using a Single Page Application (SPA), consider calling the Intercom('update') method with new user data after login. This triggers the JavaScript to look for new messages for the current user and display them if they exist.
 

By implementing these steps, you should be able to refetch conversations after switching from a visitor to a contact.

Hope this helps 💪🏼

Nur Nahid
Z
kimayakapoor

3 replies

Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
  • Answer
  • March 7, 2025

Hey there ​@Product! Emily here from Support Engineering at Intercom 👋🏼
 

To address the issue where conversations are not refetched after a user logs in, ensure that you properly shut down Intercom when a user's session ends. This can be done by calling Intercom('shutdown') when the user logs out.
This action clears the session and ensures that when a user logs in again, a fresh session is started, allowing conversations to be fetched correctly.
 

Additionally, if you are using a Single Page Application (SPA), consider calling the Intercom('update') method with new user data after login. This triggers the JavaScript to look for new messages for the current user and display them if they exist.
 

By implementing these steps, you should be able to refetch conversations after switching from a visitor to a contact.

Hope this helps 💪🏼

P
  • Product
  • Author
  • New Participant
  • March 7, 2025

Hey ​@Emilygav! Thank you for your response, but I am afraid it doesn’t solve the issue. When the app is loaded we run 

Intercom({ app_id: <app_id> })

It runs Intercom widget for a visitor (unauthorized user). Then when user id is fetched (meaning user is logged in) we run

update({ user_id: <user_id>, email: <email>, name: <name> })

which updates the session and the view of messenger changes.

When user logs out we call 

shutdown();
boot(window.intercomSettings)

The issue is that it works correct only if user does not click the widget before call of update. If user clicks widget before update it sends /messenger/web/conversations and does not send it again after update

E
Intercom Team
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Hi ​@Product Ebenezer here from Engineering Support👋.

Could you write into us via the Messenger concerning this issue, there should be a bug report being submitted today regarding this issue.

Thanks!

Ebenezer - Customer Support Engineer
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