FAQs and Troubleshooting

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

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59 articles in this collection
Written by Zara Burke, Liam Keegan, and Ruairí Galavan and 1 other
Your users' and leads' data in Intercom

Where do the social profiles come from?

We use a third party service called FullContact to enrich the user profile view. Given a user's email address, FullContact will return publicly available social profiles. These are shown by...
Written by Ruairí Galavan
Updated over a week ago

How do visitors, leads and users work in Intercom?

With Intercom Respond and Engage, you can communicate with logged out visitors and leads on your website and convert them to signed up users. Here’s how it works: What is...
Written by Ruairí Galavan
Updated this week

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

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

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?

Intercom Respond allows you to put the Intercom Messenger on any public facing site that you own (your marketing site, your docs site, your developer hub, etc). In order to...
Written by Zara Burke
Updated over a week ago
Sending messages

Can I start group conversations in Intercom?

Yes, when you’re chatting to a customer, you can loop another customer into the conversation. This is useful if you’re chatting to a customer and they need to get a...
Written by Ruairí Galavan
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

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

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 Penny-Merelle Gray
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?

Intercom is ideal for lifecycle marketing, i.e.,sending out auto messages to your users at key points during their lifetime with your product. It's things like messaging your users on day...
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

Can I delete a reply I send to a user?

Yes, you can delete a reply you’ve sent to a user in error. For example, if you include sensitive information in a reply, you can delete it so the user...
Written by Liam Keegan
Updated yesterday
Educating customers

What is the difference between an Educate 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 Educate, 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 Educate editor?

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

What formatting does the Educate 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 can I save my article and set it live?

When you write an article in the Educate article editor, there are a few different ways you can save it or set it live. For example, you can: Keep it...
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?

Every Educate Help Center is designed and built to have strong SEO. Do I need a sitemap? If you had a site map on your old help site, don’t worry:...
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 Educate.
Written by Liam Keegan
Updated this week