FAQs and Troubleshooting

A curated list of the most commonly asked questions by Intercom customers

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80 articles in this collection
Written by Zara Burke, Liam Keegan, and Ruairí Galavan and 2 others
The Intercom Messenger

Can I customize the Intercom Messenger?

Yes, you can (and should) customize the Intercom Messenger to match your brand. In your Intercom Messenger Settings you can add an accent color, background color, background texture and so...
Written by Zara Burke
Updated over a week ago

How does the Messenger work in mobile apps?

How to upgrade to the latest SDKs, what features work in mobile apps and more.
Written by Liam Keegan
Updated over a week ago

What's the Intercom App Store?

The app store is where you’ll find apps built by Intercom, apps built by other companies, and Messenger apps.
Written by Liam Keegan
Updated over a week ago

How do I create an app?

Messenger apps explained, the difference between public and private apps, and more.
Written by Liam Keegan
Updated over a week ago

How does my Messenger Home work with different languages?

It’s easy to set your Messenger home’s default language in your Messenger settings. You can choose from up to 38 languages, including French, German, Spanish and Portuguese. This will change...
Written by Zara Burke
Updated over a week ago

Can I send Messenger apps in an auto message?

Not just yet. But soon you’ll be able to send Messenger apps in auto messages and with our automated bot, Operator. Watch this space 🎉
Written by Zara Burke
Updated over a week ago

When do borderless conversations appear?

With our borderless design, people can have conversations with your team on your website and web apps without needing to open the full Messenger: Borderless conversations appear on the desktop...
Written by Zara Burke
Updated over a week ago

Can I hide my location in the Messenger?

Yes, where possible we recommend keeping your location visible to provide a more personal experience for your customers. But we understand that there are some cases where you might want...
Written by Zara Burke
Updated over a week ago

How do teammates appear in the Messenger’s team profile?

How the team profile shows your most recently active teammates.
Written by Liam Keegan
Updated over a week ago

Can I move the Messenger's position on my product or site?

You can move the Messenger's position to suit your product or site.
Written by Liam Keegan
Updated over a week ago
Capture, qualify and convert leads

What is qualification data?

Qualification data is a special set of attributes you can update in your lead and user qualification profiles as you qualify them. You can choose which data appears in your...
Written by Zara Burke
Updated over a week ago

What is Intercom's Capture & Convert leads use case?

Use Messages and Inbox to capture, qualify and convert your leads at scale.
Written by Zara Burke
Updated over a week ago

Can I capture MQLs with Intercom?

Capture your leads' email addresses with targeted visitor auto messages.
Written by Zara Burke
Updated over a week ago

How does my lead’s qualification data get updated?

There are three ways to update your lead’s qualification data in Intercom. You can: Manually update lead qualification data in your leads’ profiles. Track lead qualification data captured on your...
Written by Zara Burke
Updated over a week ago

How do I set up follow up rules for my leads?

Automatically follow up with leads who reply to your visitor auto messages, or who are qualified by Operator.
Written by Liam Keegan
Updated over a week ago

Why won’t my Salesforce integration work?

As the Salesforce integration depends on the standard out-of-the-box setup that Salesforce offers, there may be times when the integration fails to install or work as expected. If you experience...
Written by Zara Burke
Updated over a week ago

Can I invite leads to schedule meetings with me using Intercom?

Invite your leads to book meetings with you using our meeting app.
Written by Liam Keegan
Updated over a week ago
Your users' and leads' data in Intercom

Where do the social profiles come from?

Control whether you link your users to social media profiles.
Written by Ruairí Galavan
Updated over a week ago

How do visitors, leads and users work in Intercom?

How visitors become leads, how leads become users and more.
Written by Ruairí Galavan
Updated over a week ago

How do I delete leads in Intercom?

Clean the list of leads you're tracking.
Written by Zara Burke
Updated over a week ago

How do I delete users and leads in Intercom?

To help you comply with the upcoming GDPR legislation, we’ve updated our deletion features for users and leads. Here’s how to archive users/leads: Before, you could delete a user/lead and...
Written by Pamela Murray
Updated over a week ago

How does Intercom track first and last name of my users?

Intercom will automatically split your name attribute into first name and last name. For example: If name is "Joe Bloggs", Intercom tracks it as First name: "Joe", Last name: "Bloggs"....
Written by Ruairí Galavan
Updated over a week ago

Can I link directly to a user profile?

Create user profile links you can easily share.
Written by Liam Keegan
Updated over a week ago

How is a session defined?

Web sessions We increment a users session count when one of two things happens: The user has been inactive for more than 30 minutes and then returns. The user has...
Written by Ruairí Galavan
Updated over a week ago

Can I add descriptions to my custom attributes and events?

Yes. You can add a description to any custom attribute or event you create in Intercom. This will help both you and your teammates remember what your custom data means....
Written by Zara Burke
Updated over a week ago

Real time user presence (the technical explanation)

Real-time presence works based on periodic heartbeat requests coming from the user. The user sends those heartbeats every 30 seconds and is marked as offline when we haven't had a...
Written by Ruairí Galavan
Updated over a week ago

Can I export user or company data as a CSV?

You can export your user data. First, select the users' data you want to export as a CSV. Next click the 'Export' button that appears at the top of the...
Written by Ruairí Galavan
Updated over a week ago

What is a Unix timestamp and why is it needed?

One of the features of Intercom is the ability to distinguish new users from old ones. To do this, Intercom needs to know when your existing users signed up. This...
Written by Ruairí Galavan
Updated over a week ago

What is user_id and why would I want to use it?

You may want to send Intercom a user_id (a unique user identifier that won't change) instead of or in combination with an email. One reason to do this is that...
Written by Ruairí Galavan
Updated over a week ago

Is Intercom compliant with GDPR?

Intercom is committed to being GDPR-compliant by 25 May 2018.
Written by Liam Keegan
Updated over a week ago

Why am I missing users that are showing up on my own system?

Your users might have installed a JavaScript blocking browser plugin/extension that uses the EasyList or similar list. This is especially likely if the number of users missing from Intercom is...
Written by Zara Burke
Updated over a week ago

How do I end a session?

You can install the Intercom Messenger on any public facing site that you own (your marketing site, your docs site, your developer hub, etc). In order to maintain continuity of...
Written by Zara Burke
Updated over a week ago

Is Intercom compliant with HIPAA?

Intercom does not currently comply with the HIPAA act.
Written by Liam Keegan
Updated over a week ago
Sending messages

What's the difference between user and visitor auto messages?

With Intercom Engage, you can send automatic: User auto messages to your logged-in users, inside your app. And visitor auto messages to your logged-out visitors, on your website. They both...
Written by Zara Burke
Updated over a week ago

Can I turn off replies for messages I send?

One of the core philosophies of Intercom is to make it easier for your users to talk to you. Conversations are how you will win, delight and ultimately convert non-paying...
Written by Ruairí Galavan
Updated over a week ago

Why hasn’t a user received my message?

If a user who should have received a message hasn’t, there could be a few reasons why. This troubleshooting guide will help you get to the heart of the problem....
Written by Damon Foster
Updated over a week ago

How does Intercom deliver push, email, and in-app notifications?

For users, we delay sending mobile push notifications for 10 seconds. We delay sending emails for 2 minutes. If a user reads the message in-app before those time periods, neither...
Written by Ruairí Galavan
Updated over a week ago

How quickly does Intercom deliver emails?

We deliver both automated and manual emails as quickly as possible to your selected users. The time it takes to deliver your message is based on two major factors: The...
Written by Ruairí Galavan
Updated over a week ago

When do email auto messages send?

There are a few different times that your email auto messages will be matched and sent to your users. We'll look at each in turn: When you first put your...
Written by Ruairí Galavan
Updated over a week ago

What size should images be in my message?

The best image dimensions for emails, in-app messages and conversations.
Written by Liam Keegan
Updated over a week ago

How do I create filters for dates in the future?

If you want to create filters for dates in the future, you need to use negative numbers. For example, if you want to send an auto message to customers 3...
Written by Ruairí Galavan
Updated over a week ago

My custom email design isn't displaying correctly. What's up?

This problem is usually to do with responsive email templates. There's an easy fix: If you're using a responsive design for your email template, make sure to include the following...
Written by Ruairí Galavan
Updated over a week ago

Does Intercom support markdown?

Markdown can't be used to create messages in most cases. However, the composer for replies in the conversations inbox has limited markdown support. It's possible to create lists by typing...
Written by Ruairí Galavan
Updated over a week ago

Can I send surveys using Intercom?

You can send out your own questionnaire or a link to a survey using Intercom's Auto messaging feature. The auto message aspect of this will allow you to send your...
Written by Ruairí Galavan
Updated over a week ago

Can I send mobile push notifications/messages to customers?

Yes, Intercom lets you send both push notifications and push messages to customers. But it’s important to note that both options allow you to do different jobs. Here we explain...
Written by Zara Burke
Updated over a week ago

What messages should I send to engage my customers?

Encourage trial users to convert, anticipate their questions, celebrate their progress and more.
Written by Ruairí Galavan
Updated over a week ago

How do I remove company email addresses from group conversations?

When your customers CC people into a conversation your company’s support addresses (e.g. support@exampleapp.io) are often included. You’ll need to mark these addresses as ‘company addresses’ to let us know...
Written by Zara Burke
Updated over a week ago
Getting set up

How do I sign up for a free trial of Intercom?

Signing up for a free trial of Intercom is quick and easy: Just enter your email address on the Intercom homepage. Then select a product and enter your credit card...
Written by Zara Burke
Updated over a week ago

Can I use Intercom on multiple domains?

Yes. But only as long as you use the same app_id everywhere. Important: If you're using Intercom on your website, your conversations can’t be seen on different domains for the...
Written by Ruairí Galavan
Updated over a week ago

What system requirements does Intercom have?

Intercom is built and tested to work in the following web browsers. It may work in other browsers but these are not officially supported. Web browser support for the Intercom...
Written by Ruairí Galavan
Updated over a week ago

How do I change my app's local timezone?

Changing your app’s local timezone in Intercom is easy. Just go to your Settings, then select ‘General settings.’ From here, select your local timezone from the dropdown menu. Finally, refresh...
Written by Zara Burke
Updated over a week ago

How do I update my billing details?

Add products, change your payment details and view your invoices in your Billing settings.
Written by Liam Keegan
Updated over a week ago

Where can I find my app ID?

Your app ID is a unique code assigned to your app when you create it in Intercom. There are a few ways you can find your app ID. The easiest...
Written by Ruairí Galavan
Updated over a week ago
Educating customers

What is the difference between a Help Center and a help desk?

A Help Center is a public website people can visit to find the answers they need about your product. With Articles, you can find out what your customers need help...
Written by Zara Burke
Updated over a week ago

Can I localize my Help Center language?

Yes, you can localize your Help Center language with just a few clicks. Once you choose your language, the user interface of your Help Center will read in the language...
Written by Zara Burke
Updated over a week ago

What formatting is available in the Articles editor?

Text styles, lists, code blocks and more.
Written by Zara Burke
Updated over a week ago

How can I save my article and set it live?

When you write an article in the Articles editor, there are a few different ways you can save it or set it live. For example, you can: Keep it as...
Written by Zara Burke
Updated over a week ago

What formatting does the Articles editor not support?

In case you’re curious, here are the formatting options we do support 😀 And here’s what we don’t support right now: Custom HTML or CSS. Re-sizing images: we recommend re-sizing...
Written by Zara Burke
Updated over a week ago

How does Operator learn which articles to suggest?

Smart suggestions help you answer your customers’ questions faster. Operator suggests smart suggestions in two ways. It: Automatically answers simple questions, so customers don’t have to wait. Automatically suggests articles...
Written by Zara Burke
Updated over a week ago

Will it hurt my SEO if I move my Help Center to Intercom?

The Help Center, powered by Articles, is designed and built to have strong SEO. Do I need a sitemap? If you had a site map on your old help site,...
Written by Ruairí Galavan
Updated over a week ago

Can I change the URL for my Help Center?

How to set up a custom domain for Articles.
Written by Liam Keegan
Updated over a week ago