Messenger

Intercom's fully customizable Messenger, providing customers with in-context engagement.

  • 388 Topics
  • 1,064 Replies

388 Topics

C
coinedOne technologiesNew Participant
asked in Messenger

How to Open Recent Chat Instead of New Conversation in Intercom

Currently, in our android app is configured such that whenever a user clicks on the Intercom button, it initiates a new conversation.This setup, although functional, is not ideal for our users who often return to continue previous discussions. How can we modify this so that clicking the Intercom button opens the most recent conversation with that user instead of starting a new one every time.

2
Jacob Cox
2 months ago
B
bourhaoutaNew Participant
asked in Messenger

Intercom Error: 'Uncaught TypeError: Cannot read properties of null (reading 'document')'

I’m getting an error for identified users with `user_hash`, using the javascript APIThe Intercom.booted is true, but I can’t show it even with Intercom(‘show’) from the console, other events like shutdown throws this error which breaks other parts of our code is this a known issue? or is there a debug mode or something that can help me figure out the cause of the issue, it used to work just fine and it works perfectly for visitors 

5
Jacob Cox
3 months ago
E
Erica MNew Participant
asked in Messenger

Open messenger directly to a Collection of articles?

Hi there, I'm hoping to find a way in my web app to insert a link that could open the Messenger directly to a specific Collection of help articles. We're hoping to draw attention to a category of resources without forcing the user to open a new tab. Does anyone know if this is possible? Thanks!

3
Jacob Cox
3 months ago
J
Jonathan LuNew Participant
asked in Messenger

Issue with using onUnreadCountChange API method for Badging with a customer launcher

We have created a custom launcher for our web application to access the Intercom Messenger. We are implementing our own custom badging as well and using the onUnreadCountChange Javascript API method. However, when testing the badging functionality, the count seems to be inaccurate. For example, if an user has only one active conversation and our agent sends them 4 messages, is the expected return value from unreadCount supposed to be 4? From what we observed, if an user has multiple active conversations, then the unreadCount will then be 2.We are expecting and would like the unread count to be the total number of unread messages for a customer’s conversation(s). However, it seems as if the unread count is only associated with the number of unread conversations instead.Could you help clarify this, thanks! Best,Jonathan

1
C
3 months ago
H
hvalec zigaConnector
asked in Messenger

Setting "Let users start a conversation" to false still alows users to start new conversations

We use react native sdk v6.20 and we set “Let users start a conversation” to false to prevent users from starting new conversations. But they still have the button “Send us a message”. I read that this should be fixed in v6.20 issue seems to be only for users with no conversations. if Let users start a conversation is falseuser with 0 conversations can see the button to start new conversations in the middle of the screen “Send us a message”user with 1 conversation doesn’t see the button but only their previous conversationsif Let users start a conversation is trueuser with 0 conversations can see the button to start new conversations in the middle of the screen “Send us a message”user with 1 conversation also sees the button at the top of the modal to start new conversation.so this means that if you don’t have conversations you can start new conversations regardless of the Let users start a conversation settingand if you do have conversations then the setting works as expected

6
bernice
3 months ago
V
ViacheslavKh94New Participant
asked in Messenger

[Android vs iOS] There are differences in chat design on these platforms

Hello We’ve integrated Intercom SDK on Android (15.5.1) & iOS (16.3.1) platforms. We found several differences in the implementation between Android & iOS, could you help us to understand the reason of this case?  “Powed by Intercom” label is visible on Android, on iOS - no No close or create messages buttons on Android, on iOS - yes No close chat button, only get back to messages on Android  

1
Eden
3 months ago
R
rajabdeenActive User
asked in Messenger

How to increase timeout value?

When i call submit webhook url, it takes time for good reasons (It does some other API calls), i get following error. How to increase the timeout value of the submit webhook? {"support_url":null,"error_code":"third_party_server_timeout","message":"Third party server timed out when making request"}

5
D
3 months ago
P
Paula ShulerNew Participant
asked in Messenger

Can a conversation that starts on a page be closed if they leave that page?

We have conversations that will start on our pricing page, but we’ve noticed existing users visiting that page first then logging into our product, and the message will follow them unless they close it. Is it possible to add a rule to a workflow to close the message if they visit certain page? While we exclude users from getting this message, sometimes leads/visitors are actually users and we don’t know until they login to the product, which the message follows them through.

1
Jennifer K
4 months ago
Y
Yohan RobertNew Participant
asked in Messenger

'showNews' buggy behaviour

Hello,In our web application, we’re trying to display a specific news items based on button clicks using Intercom(‘showNews’, 1234). We’re currently facing an issue though as soon as we try to open two different news items (by clicking on each button one after the other). When we do this action, the first news item will somehow be cached and displayed again. Then no matter which button we click, the first item will always be the one displayed. We’ve tried to call Intercom(‘showSpace’, ‘news’) to see if it would solve the issue but to no avail.You can reproduce it by going on community.intercom.com and running the following in the console:Intercom('showNews', 31822)Intercom('showNews', 28469)Could you help me here ? I believe this might be a bug.

1
Jacob Cox
4 months ago
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Henry DaiNew Participant
asked in Messenger

How do I open Intercom chatbox by query parameter and prefill the selected text?

Hi,The situation is like this.We have a page that is already integrated with Intercom web chat. I would like to know if there’s any way that we can enter this page by URL with some query parameters, and the chatbox can automatically show up and prefill with the specific wording.  Thanks in advance!!

2
H
4 months ago
A
Alice FerreroNew Participant
asked in Messenger

Text bubble around Messenger Launcher

How do I set-up a text bubble around my messenger launcher, as per the examples you can see on the screenshots? 

1
Larissa Alberti
5 months ago
L
Lucinda OwenNew Participant
asked in Messenger

Remove/ change 'Ask a Question' text on bot & remove reply time

We need to be able to remove or at least change the text on the bot messenger that says ‘Ask a question’. Can anyone explain how to do this please? We’re only using intercom for outbound communications so people can’t ask us a question,  Also, how can I remove the typical reply time. I’ve turned off the ‘share your typical reply time’ in the bot settings.  Thank you!

1
Shauna
5 months ago
C
Chris ZauggNew Participant
asked in Messenger

Need a URL for my Zoom integration

For my Zoom integration to work they require a URL for real-time support. Is there a way to get a URL that directs to our company’s intercom chat?

3
Shauna
5 months ago
J
Josh BlackwellNew Participant
asked in Messenger

How are you supposed to use multiple Help Centers?

Intercom gives me the ability to create multiple Help Centers.  However in the Messenger settings I can only specify one Help Center, with no way to apply any sort of audience rule on which one gets used? What am I missing?  Is there a programmatic way to specify which Help Center a User is directed to?  

1
Racheal
5 months ago
M
Michael WolfNew Participant
asked in Messenger

Ask 3 questions and then initiate conversation

We want to engage customers better and make them feel like they been cared for by a real human being once they sign up for our system. Optimally we’d love to open up a conversation where we ask them 3 questions so we get some basic information about them, but also showing that there’s a person taking care of them.Any ideas on how to use the power of intercom to achieve this?

1
Racheal
5 months ago
V
VigeshkumarNew Participant
asked in Messenger

Couldn't able to send Screenshots Pixel devices and in some of Samsung devices

Can able to send images but when i try to send Screenshots in Pixel, Some of Samsung devices, It failing?  We are using v14.0.0 and kotlin version is 16.1.0.

1
Jennifer K
5 months ago
S
ShanifConnector
asked in Messenger

Is it possible to open the messenger after a user clicks a button, but have a specific article from the help center already loaded in?

I would like to have the ability to have a few simple question mark icons available on my site, when clicked, they would load specific articles from our help center within the messenger window. The goal is to deep link specific articles in the messenger. I've seen other chat bots provide this functionality but haven't found a way to do this with Intercom (happy to use the JavaScript API if needed). Thanks!

6
E
6 months ago
J
jjcotoNew Participant
asked in Messenger

Is it possible to add one more option to the default ones in the Messenger?

I would like to add one more option below "Send us a message", but I couldn't add it to the workflow.The workflow only allows me to add options after selecting one of the following options (Help, Messages, Send us a message)Is it possible to do it?

1
Larissa Alberti
6 months ago
K
Kieran WittNew Participant
asked in Messenger

Issues with GTM and events

Hi everyone, I’ve set up intercom through GTM and it’s working as the messenger is showing on page.  I’m now trying to set up a proactive message to be sent when anyone makes a click where the click text is “Let us know”. The issue I have is that GTM is picking up the clicks correctly but intercom is not receiving the event. I’ve tried setting up the event two ways and neither work.  Method 1 - using the intercom built GTM function for trackEvent.Method 2 - using the custom HTML GTM function with the JS as per the guides.  In both cases intercom is not detecting the event. I know the event is being triggered by GTM as I’m receiving it in MixPanel.  Any ideas why this wouldn’t be working? 

1
Racheal
6 months ago
P
Prashant TrivediNew Participant
asked in Messenger

messenger not showing in iPad

I have iPad based App where i integraet the intercome and also in website www.rapidrms.com and it was working fine. But suddenly it stops working in both places, browser (rapidrms.com) and mobile appSo i checkd in list of trusted domain it previously defined as "rapidrms.com" and i changed it to"*.rapidrms.com" and it resolved the issue in web browser(rapidrms.com). I am surpised how its possibleas it was working unitl last week and stop working and them when i changed it to "*.rapidrms.com" is resolved.But now more complex situation as it is working now in website browser (rapidrms.com) but gives errorin iPad app saying that "Something's gone wrong - Content could not be loaded with button as "Reload".when click on "Reload" nothing happens which was working previosuly withouut any issue.So now sitution it is working fine in web browser but no in iPad app  

1
Racheal
6 months ago
L
Lucinda OwenNew Participant
asked in Messenger

403 Error User email is not valid

The messenger is not launching on our site and I’m getting the following error message in the console; {type: "error.list", request_id: null, errors: [{code: "403", message: "User email is not valid"}]} errors: [{code: "403", message: "User email is not valid"}] 0: {code: "403", message: "User email is not valid"} request_id: null type: "error.list" We don’t have identity verification turned on for web, the domain is listed as trusted and the messenger is set to show on this page. Does anyone have any ideas on how to resolve this? I’ve raised a support ticket with Intercom but it’s been 3 days and I haven’t heard anything so any help is much appreciated! Thank you :) 

1
Jacob Cox
6 months ago
Ē
ēllu teamNew Participant
asked in Messenger

Why am I seeing Messenger launcher in Spanish if my phone and app is set in English?

Hello!I have my phone and therefore my app set in English. However, when I open the Messenger Launcher I can see the content in Spanish (our default language). Checked our Messenger and omnichannel settings for Mobile SDK and I am not given many options to configure languages based on rules. How can make the Messenger Launcher display in the right language based on app´s preferences?Thank you!  

3
Jacob Cox
6 months ago
G
Glen CocoNew Participant
asked in Messenger

Generated unsubscribe link for intercom unsubscribe link is not working

Hi! I’m trying to use the intercom generated unsubscribe link for a given user as per the instructions in this page:https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&sample=true It says to use the following modification to the link above:https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&user_id=INTERCOM_USER_ID_HERE However, when i test this on a real id, it doesn’t work. https://glencoco.intercom-mail.com/subscriptions/unsubscribe?app_id=nl8yk231&user_id=7656fdfb-cc7b-4e5a-94aa-192e51651748 Is this an intercom bug?  

4
Nathan Sudds
Expert User
6 months ago
S
Suraj PatidarNew Participant
posted in Messenger

Identity verification for web in Django

showing this things in test , development sideIntercom Messenger warning: Identity Verification is set up correctly but not enabled. For details on how to enable it, see https://docs.intercom.com/configure-intercom-for-your-product-or-site/staying-secure/enable-identity-verification-on-your-web-product.this getting in my webiste  browser consolewhen i check installation it getting this error We haven’t received verified data from your installation. Please check the instructions and try again

0
S
6 months ago
N
Nicole WoodringNew Participant
asked in Messenger

CSAT options

Hello, I am looking to change the options of the CSAT ratings.  Specifically, the current CSAT options gives the visitor 5 faces to choose from when rating how their service was.  Is there a way to choose just a ‘Thumbs Up’ and a ‘Thumbs Down’ option when asking the visitor to rate the messenger conversation?Thanks!!

2
P
7 months ago
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