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Adblockers and Intercom

  • 20 December 2023
  • 2 replies
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Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom.

 

I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting:

 

uBlock Origin

Total Adblock

 

Does this have the potential to impact surveys?

 

Looking forward to the feedback.

 

Thanks,

 

Michael

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Best answer by Jacob Cox 7 January 2024, 00:03

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Hi @Michael Nortei !

Although Intercom isn't an ad-provider, ad-blocking plugins and options such as uBlock, Ghostery, Adblock, NoScript, and Firefox Privacy Browsing Mode offer options to block JavaScript code that includes tracking functionality.

As Intercom communicates conversation details, as well as offering the ability to submit attributes and events on your users' behavior, we are included in some of these secondary lists. Intercom's position is to respect customer privacy where requested, so we don't argue against our inclusion here, however, you can certainly request that your users disable plugins such as this, or whitelist your site for better performance, as it seems that you have done. Since these blockers prevent the loading of Intercom on your end user’s browsers, this would also prevent Survey’s from loading as well.

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Thank you, Jacob.

 

Suspected as much. We’ll include some verbiage in the documentation to alert users of this going forward.

 

Appreciate the response!

 

Michael

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