Help Center
Academy
Resources
Developer Hub
Partner Hub

Fin AI Copilot Webinars

(Thu, 2 May, 4:00 pm)

Intercom Community

Connecting Customers, Partners, Developers and Intercom Teams together

5,002 Topics
12,589 Replies
13,909 Members

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Product Q&A

Find answers and ask Expert Users for advice

User Tips

See tips from Users and Intercom Team

Product Wishlist

Suggest ideas and share upvotes

Groups

Join a User Group and connect with peers

Events

Explore upcoming user events and trainings

News & Updates

See latest Intercom and Community News

Recent activity
Help others
Categories

Alexey ZimarevNew Participant

Ticket portal layout issues

We observe severe layout issues of the Ticket Portal, and I am unable to figure out if this is a bug, or something we are going wrong. If it’s a bug, I am quote surprised to see no questions about it. Those issues make the ticket portal look inconsistent and unprofessional to the point we can hardly allow customers to use it.Asan example, the Help centre home page looks totally fine: Then, after I click on Ticket portal, it changes: Here, the nav bar is broken, the width has changed, and it starts to look awkward.When I open a ticket, the layout changes again:The width is returned to what it was in Help centre, but the nav bar is still wrong.Is there a way to make the layout not to change across those pages?

LuciaNew Participant

Messages & Series

Any suggestions on how to solve infinite loops in Series

Hi, everyone!I’m working on a onboarding series right now, and I want to make sure the majority of our users see the product tour. So we’ve put a series that includes said product tour, where they enter as soon as they sign up, we check a couple of things, such as language, and then we trigger the product tour. Then, in case the user goes offline before receiving the product tour, we’ve set up an email to reel them back to the app. Here’s the issue, if I direct them to the tour right after clicking on a button o whatever in the email, it creates an infinite loop.Has anyone else had a similar situation? How did you got around solving it? Should we include a second product tour for the email path?Thank you🙏🏽

CM SupportNew Participant

Customize the after hours bot message

Rather than having the standard, we will get back tomorrow message that I have turned on, I'd like our bot to let clients know of our exact office hours. Basically, if anyone contacts our Messenger outside of our office hours, how can I customize the message?

Steven TNew Participant

Article Help Center

Can I implement cookie consent on the Help Center? For example, is there a way to integrate Google Tag Manager?

Is there a way to implement cookie consent on the Help Center? One way to do it would be to add a Google Tag Manager integration so that users could add their own cookie consent implementation. Rationale for cookie consent: The Help Centre already has an integration with Google Analytics (see https://www.intercom.com/help/en/articles/1346547-integrate-google-analytics-with-your-help-center. However, for many countries, cookie consent is required to use Google Analytics.The Help Centre can be part of the user journey for a business. As a result, it makes sense to be able to unify tracking/consent across all its domains/subdomains using Google Tag Manager.YouTube videos can be embedded in Help Centre articles, which sets its own cookies that can require consent. There may be other services that do this on the Help Centre.

Francisco GomesNew Participant

Article Help Center

Articles on Target audience tags

We looked at the article for target audience.Tags are not used there and the logic does not seem to apply to us.We can’t get access depending on the tags we have, like super users don’t have access to the articles we’re making available to them(we added their tag)

Tereza ZaloniNew Participant

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.

Sascha RisslingNew Participant

Just showing the Intercom widget after boot without show/hide

export async function bootIntercom(open = true) { const app_id = window.intercomSettings?.app_id await loadScript(`https://widget.intercom.io/widget/${app_id ?? 'XXXXXXX'}`) window.Intercom('boot', window.intercomSettings ?? { app_id: 'XXXXXXX' }) // the intercom widget needs to be shown once for it to stay closed, in button shape window.Intercom('show') window.Intercom('hide') if (open) { window.Intercom('show') }}Hello! We have Intercom integrated in our website and until now, relied on Users clicking on a Facade button to open and boot intercom. However, we want to get rid of that and just boot the messenger button widget on the bottom of the page automatically.The only solution I can come up with is this. First “show” and then “hide” to present the user with the button. Is this a bug? I think just calling “boot” should be sufficient to show the button? If `open` is true, the messenger opens with no issue.Thanks in advance

Fabian DittrichNew Participant

https://api.intercom.io/companies/list not working

Hi, Using the “/companies” with scroll parameters works without problems. Somehow though I need a way to read companies starting with the most recently added, and it seems “companies/list” is the only way to do that. No matter how I query “companies/list”, no matter what parameters I set for page, per_page and order I always get this same error:{"type"=>"error.list", "request_id"=>"003kmpu8u10s0f0dgeb0", "errors"=>[{"code"=>"company_not_found", "message"=>"Company Not Found"}]} Can you advise?

adimon25New Participant

[Android] Not able to grant permission in Android in Intercom version 15.8.3

I currently use Intercom's Android SDK in my App for customer support. Previously I was using the 'io.intercom.android:intercom-sdk:15.1.4' then I updated the SDK version to 'io.intercom.android:intercom-sdk:15.8.3' (currently the latest) version. After this Android permission issues start to come i.e. Devices running Android Version 12 and below cannot grant permissions. This started happening only when I upgraded the intercom's SDK version, reverting the version to the previous one solves the issue. I am asking the user to permit access to READ_EXTERNAL_STORAGE, which is getting denied.

Diana TripacSenior Community Program Manager

Merge conversations & tickets- Beta available 🤩

Update- this beta access has now ended and requests will no longer be accepted. Great News! Merge conversations & tickets feature is now available in beta! 🥳 That’s one of the most requested features in the Intercom Community—and now we are here to help you get access to it! If you’d like to get access to the Merge conversations & tickets beta, submit your details on the link below 👇Request beta access now💡 Note: Please allow a few days to get access to this beta after sending the request. You’ll get an email notification once you’ve been opted in. In the meantime, to learn more about the merging tickets and conversations beta, check out this article. 👉 Join the Beta Group to keep up to date with available betas, get early access, and share product feedback.

CM SupportNew Participant

Customize the after hours bot message

Rather than having the standard, we will get back tomorrow message that I have turned on, I'd like our bot to let clients know of our exact office hours. Basically, if anyone contacts our Messenger outside of our office hours, how can I customize the message?

Francisco GomesNew Participant

Article Help Center

Articles on Target audience tags

We looked at the article for target audience.Tags are not used there and the logic does not seem to apply to us.We can’t get access depending on the tags we have, like super users don’t have access to the articles we’re making available to them(we added their tag)

eTaskunNew Participant

The error about incorrect threads using in Xcode 14

Hi! When building the application in Xcode 14.0 b6, it shows the following error:Thread Performance Checker: Thread running at QOS_CLASS_USER_INITIATED waiting on a lower QoS thread running at QOS_CLASS_DEFAULT. Investigate ways to avoid priority inversions PID: 743, TID: 31796 Backtrace ================================================================= 3 Intercom 0x000000010440805c IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 80944 4 Intercom 0x0000000104407e48 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 80412 5 libdispatch.dylib 0x0000000103c2a04c _dispatch_client_callout + 20 6 libdispatch.dylib 0x0000000103c2bbbc _dispatch_once_callout + 136 7 Intercom 0x0000000104407de0 IntercomSDK_PINRemoteImageManagerSubclassOverridesSelector + 80308 8 Intercom 0x0000000104403d5c IntercomSDK_PINRemoteImageManag

Shauna O12New Participant

How do I delete Ticket Attributes?

I created a few ticket attributes as test ones but I want to delete these now. How do I do that?

Ozan YNew Participant

Contacts & Companies

Add Plan to Company

I can not see any plan. Actually I don't find how to add plan to Intercom.

User2062New Participant

Messages & Series

Can we see exact date and time when our outbound message was read by the user?

HI. can we see when an outbound chat message was read by the user? We send out important info that sometimes the customer says they didn't see, yet the message shows as seen. Can i tell when that message was read? Not after last seen info. Thanks.

Ligia AugustoNew Participant

Messages & Series

Building digital customer journey

Hey! I am revamping our digital-led onboarding and adoption journeys in Intercom. I would love to see the series you are building and what kind of campaigns you normally create.Onboarding:We have a big series that includes emails, in-app, and interventions from our Scale CSMs (pool model)We created different onboarding milestones, and if customers are not achieving them, we have different paths and different interventionsAdoption:I am creating different series to send in-app and email interventions when customers are stuck or not reaching specific milestones according to our customer journeyIf anyone is open to chat about that and exchange ideas, let me know!

User1887New Participant

Can I change the "Bot" text at the bottom of the Operator Name? I want it to say something like - "Customer Service".

Darrell N12New Participant

I have created two custom bots for landing pages that should be triggered when a customer opens messenger. I am not able to get them to work. Any common issues or errors I should know about?

I have 2 custom bots that are set to when a customer opens messenger on 2 different landing pages. I have tried to utilize the "when currently URL is" and "when current URL contains" with no luck on either page/bot. When I recreated the bot and used "when customer visits your site" the bot works. Our marketing and sales team do not want the translucent pop up that this creates. they only want this bot to work if the customer opens the messenger. Is there something I should be looking out for? Maybe a simple setting or set up piece that I'm overlooking? any help would be greatly appreciated.

Peter M13New Participant

Error when calling loginIdentifiedUser()

We're getting an error in our Android app when we attempt to call loginIdentifiedUser() The code is very simple and we can't work out why we're seeing this error. Here's the logs from logcat: D/IntercomAPI: login identified.. I/Intercom: Dispatched Action: SOFT_RESET: No Value I/Intercom: Successfully reset the user. To resume communicating with Intercom, you can register a user I/Intercom: Dispatched Action: HARD_RESET: No Value I/Intercom: We already have a registered user. Updating this user with the attributes provided. E/Intercom: Failed to register or update user: A network request was made with no user registered on this device.Please call registerUnidentifiedUser() or registerIdentifiedUser(Registration). D/IntercomAPI: login identified failed: 1001 : ERROR - [HTTP -1] - Something went wrongThe log seems to be stating that the network call to loginIdentifiedUser is failing because we haven't logged in. That doesn't really make sense. Here's the code

News & Updates

News & Updates

6 topics
1 Reply

Product Area

Messages & Series

635 topics
1533 Replies

Conversations

474 topics
1349 Replies

Article Help Center

348 topics
992 Replies

Workflows

337 topics
711 Replies

Surveys

49 topics
94 Replies

Product Tours

232 topics
616 Replies

Messenger

390 topics
1066 Replies

Contacts & Companies

164 topics
486 Replies

Fin AI Agent

37 topics
77 Replies

Tickets

13 topics
23 Replies

Fin AI Copilot

0 topics
0 Replies

Popular Topics

Settings, Security & Permissions

99 topics
182 Replies

Apps & Integrations

438 topics
1148 Replies

Workspace Data Management

10 topics
14 Replies

Reporting

147 topics
288 Replies

API & Webhooks

435 topics
1001 Replies

Intercom Mobile App

27 topics
58 Replies

Mobile SDKs

316 topics
1075 Replies

Customer FAQ

77 topics
116 Replies

Intercom Community

100 topics
183 Replies

Third-Party Apps & Plugins

10 topics
18 Replies

Post-Event Q&A

9 topics
10 Replies

Tips from the Intercom Team

Getting started with Intercom

9 topics
0 Replies

Tips for Developers

7 topics
5 Replies

Intercom for Human Support

6 topics
0 Replies

Intercom for Automated Support

6 topics
9 Replies

Tips from Expert Users

Getting started with Intercom

1 topic
0 Replies

Use Intercom like a PRO

2 topics
2 Replies

Apps & Integrations

1 topic
1 Reply

Welcome

New Members

4 topics
10 Replies

Expers Users

0 topics
0 Replies

Ask your question

Community Spotlight

"Intercom Community is a valuable way to not only get answers to questions, but also to workshop problems that may not have simple and straightforward answers."

Erin Kappers
Automation Manager,
SponsorUnited

Events calendar

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Employee Leaderboard

Meet the Community Experts

Kevin Bendixen

Community Expert

Milan Markov

Intercom Certified Partner

Nathan Sudds

Community Expert

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group

Join the Intercom Community

Join an exclusive network of 10,000+ global peers and unlock your
FREE membership benefits



	Company	Community	Get involved	Resources	Support

	About	Getting started	User Groups	User tips	Forum Support

	Customers	Community Guidelines	Idea Exchange	Academy	Help Center

	Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

	Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Powered by Gainsight

Terms & Conditions Cookie settings

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK