The Messenger works slightly differently in mobile apps, compared to desktop. This article explains how to update your SDKs to work with the new Messenger, and which features are supported on iOS and Android apps.
Install mobile SDKs
To use the new Messenger, you'll need to install or upgrade to iOS SDK 14.0.1 and Android SDK 14.0.1.
Coming soon…
What’s available with Messenger in mobile apps?
When visitors or users access the Messenger on your iOS or Android app, they'll be able to engage with the Help and Messages Spaces if you have these enabled, as well as apps you add to your Home Space - so they can do more than chat.
They'll also be able to start conversations with you and submit tickets.
Note: Your customers can send images & GIFs, but uploading other files is not currently supported on mobile.
What does the Intercom Conversations app support?
The Intercom Conversations app, which you can download on Apple’s App Store and Google Play, allows you to reply to your customers from Intercom on your smartphone. It currently doesn’t support sharing apps in conversations.
This table lists all the features available in the inbox on web and indicates if the same thing can be done on the mobile apps. In some situations the feature operates slightly differently, which will be described in the notes column.
Feature | Available | Notes |
Create new conversation | ✅ |
|
Reply to existing conversation | ✅ |
|
Add internal note to conversation | ✅ |
|
Reassign conversation | ✅ |
|
Send article | ✅ | Can send article but no article suggestions |
Send gif | ✅ |
|
Send macros | ✅ |
|
Edit macros | ❌ |
|
Send (upload) an image | ✅ |
|
Schedule a meeting | ❌ |
|
Attach a file | ❌ |
|
Snooze a conversation | ✅ | Snooze is same with web except no options of Snooze until Monday or for a month |
Order by waiting longest | ✅ |
|
Mention another admin | ✅ |
|
View your mentions | ✅ | No read/unread filter and sorting on mentions |
View teammate + team inboxes | ✅ |
|
Create or edit assignment rules | ❌ |
|
View Inbox Reports | ❌ |
|
Send to Zendesk | ❌ |
|
Send to Github | ❌ |
|
Delete conversation part | ✅ |
|
Change notification preferences | ✅ | Only supports mobile notification settings |
Change permissions | ❌ |
|
Tag a conversation | ✅ | You can create (if you have the right permissions) a tag from the mobile app, but not edit or delete tags. |
Tag a user | ✅ |
|
View user profiles | ✅ |
|
View user conversation history | ✅ | We only show conversations but not messages |
Search conversations | ✅ |
|
Toggle away mode + reassignment | ✅ | Can toggle their own settings but not for other teammates |
Change assignment preferences when replying to conversations | ❌ |
|
View admin profiles | ❌ |
|
Edit admin profiles | ✅ |
|
Edit teams | ❌ |
|
Download videos sent by an end-user | ❌ |
|
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