Messenger

After every Fin update, the search history in the workspace is lost. We would like to retain this history.

 I’m using `Intercom(“showArticle”, articleId)` to show article content inside the Intercom widget. Under certain circumstances, after calling `Intercom(‘showArticle’,  articleId)`, instead of seeing the expected article, I instead get a “broken” version of the home screen. In particular, The bottom navigation tabs are missing The help article links are inactive (clicking them does nothing) My best theory so far is that there’s a race condition in the widget between loading the home screen content and the article content. My evidence to support this theory isThe “broken” home state opens in the article frame (wide container, no navigation tabs) This state only (or exceedingly often) happens when calling `showArticle` before the messenger has been opened during the session. In that case, I believe `showArticle` is first loading/rendering the homescreen, increasing the likelihood of a race condition.  I can eliminate the bug by changing my article link onclick to `Intercom('show'); setTi

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explicitly, I don’t know that t

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday, it looks like pressing Enter after adding a tag kicks you out of the tag window instead.This means users have to click back into the tag field before every new tag. If they don’t, the letters they type can trigger hotkeys instead, such as opening Reply, moving to the next ticket, or snoozing the conversation.Was there a recent change to this behavior, or is this a known issue being worked on? See attached video.I appreciate any insight into this!

The new update to the Reply Inbox is breaking our macros. It seems to normalize the text somehow and removes all line breaks. This only happens in the Reply Inbox; macros work as expected when starting a new conversation. Video attached.Any insight is appreciated!

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and breaks our download links.ExampleOriginal URL:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH%2B8DzS7jE%2Bvjbl%2F%2FnDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr%2Bb6kWBgQ%3D%3DAfter saving with the link editor:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH+8DzS7jE+vjbl//nDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr+b6kWBgQ==The editor converts:%2B -> +%2F -> /%3D -> =The conversion of %2F into / is particularly problematic because it creates additional path segments, making the URL invalid.These are signed download URLs, where the exact path is part of the signature. Any modification of the encoded characters invalidates the link.This worked correctly until today and started after the new link editor was i

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.

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this is nice for people to see who they are sending the email to which is great but not ideal if it is going to take up that much space.It takes up the view in a conversation so make the conversation section smaller due to the block.Thank you in advance.Best regards,

Please consider replacing randomly generated names such as "Cyan Kangaroo" with more natural placeholder names in the format "Firstname Lastname". Random animal-based names may appear unusual or unprofessional to visitors across different geographies and industries, whereas a standard name format provides a more familiar and professional experience.

I have great difficulties managing the Brand appearance once chat goes to email, due to the fact that I can only sign up with one email adress.  When I turn off using my own email Intercom will still show my workspace name in the generated email Even if it says "Viktor from Brand 1" or "Viktor from Brand 2" The email adress is still limited to one domain or Intercoms own. I cant be the only one working with multibrand setup. How do I grow if I cant customise my brands. Any advice / tips /workarounds?  Did not get lucky in Customer Support (BTW I have the possibility to edit different brand styles)

Hello. I can see that you’ve updated the Intercom mobile app, but unfortunately the experience has become noticeably worse.The most frustrating change is that the message input field now only displays a single line while typing. This makes it extremely difficult to review, edit, and proofread longer messages before sending them. For support teams that spend all day communicating with customers, this significantly impacts usability and efficiency.Honestly, this feels like a step backward and goes against basic UI/UX principles. A text input area should expand as users type, especially in a professional communication tool.Please consider bringing back the previous behavior. The old version was much more practical and user-friendly.

When did Intercom disable the functionality for viewing past conversations for the end users?It is a HUGE downgrade for us and for our customers. We depend on them being able to view the previous conversations.

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

When you try to create an audio recording on an iPhone X using Intercom React Native 9.8.1, the buttons to submit the recording disappears.

The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

Hello,We’re experiencing an issue when using showNewMessage with a pre-populated message.After the page and the Intercom widget are initialized, we call showNewMessage. However, if the chat widget has been opened and then closed beforehand, the chat opens without the pre-populated message. In contrast, if the widget has not been opened prior to calling showNewMessage, the message is correctly pre-filled and everything works as expected. Could you please help investigate whether this is a known issue and if there is a recommended workaround or planned fix? Thank you for your support!

It appears that the Apple icon on users’ messages has now been switched to a phone symbol; Android remains the same. Is this a glitch or a permanent change? Just checking, as the Apple symbol was helpful in quickly recognizing the OS of our users. 

Hi, Presuming this is not possible but it doesn’t hurt to ask! We currently have 2 separate websites set up with the same messenger brand, same workflows etc. However, in the near future, we need to change the messenger brand on site A. Once this is done, it means any conversations started on the Site A messenger will not be visible if the customer clicks on to site B mid-converstion, and vice versa. Does anyone know of any way around this? We want the actual messenger experience to be seamless, it’s just the branding that needs to be different.

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

Hi there — I’m wondering if anyone can share best practices for setting expectations in the Messenger that customers are not always in a real-time live chat with a support agent. As many of you probably experience, our agents often help multiple customers at once or may be briefly unavailable. However, some customers assume it’s a live chat and will send repeated messages asking if we’re there if we don’t respond right away. I imagine there must be a good way to set expectations through automated messages or Messenger settings, but I’m not sure where to start. Any suggestions would be greatly appreciated!

Hi intercom supporters,We’re facing an UI issue related to the send button in the chat window. This only happens on iOS 26, and does not not happen on iOS versions below 26. You guys can take a look on the attaching image below. we’re using "@intercom/intercom-react-native": "^8.7.0", we also have tried upgrading to the latest version which is 9.4.0 but it’s not working, the issue is still there.Please help us take a look on this issue and let us know if we can provide you further information. Thank you so much.  

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)