General
Platforms and support
Do you have any Xamarin Support?
Do you have any Xamarin Support?
No, you will have to rely on community libraries if it is needed.
Do you have any React Native Support?
Do you have any React Native Support?
We do! Our React Native wrapper was released June 24, 2021. Installation information can be found in our Developer Docs here.
Do you have any Ionic support?
Do you have any Ionic support?
Officially, we do not support Ionic. However, Intercom may work with both Ionic 1 & 2. To use the Intercom with Ionic, run the following:
cordova plugin add cordova-plugin-intercom
Make sure you initialize Intercom correctly.
Ionic 1
For Ionic 1 you can use Intercom like this:
.run(function($ionicPlatform) {
$ionicPlatform.ready(function() {
cordova.plugins.intercom.registerIdentifiedUser({userId: "123456"});
cordova.plugins.intercom.setLauncherVisibility('VISIBLE');
});
})
Ionic 2
For Ionic 2 you need to add the folling variable to your app.component.ts:
declare var cordova:any;
You can then use Intercom like this:
this.platform.ready().then(() => {
cordova.plugins.intercom.registerIdentifiedUser({userId: "12345"});
cordova.plugins.intercom.setLauncherVisibility('VISIBLE');
});
Keep in mind that this method of installation is not officially supported.
Is there a minimum required iOS SDK version?
Is there a minimum required iOS SDK version?
To receive updates for the Intercom iOS SDK you will be required to have the minimum version of iOS 13. With that being said, we will continue to support customers on earlier versions of iOS, however, no updates will be made for these legacy versions.
Features
Does the Messenger work in mobile apps?
Does the Messenger work in mobile apps?
Yes! But, 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.
What’s available with Messenger in mobile apps?
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.
Your customers can send images & GIFs, but uploading other files is not currently supported on mobile.
Does Intercom mobile SDK support multiple languages?
Does Intercom mobile SDK support multiple languages?
When Intercom is loaded in your mobile app, the user's language is detected based on the language of the OS. The Messenger will load in the user's language if it is supported in your workspace. If your workspace doesn't support their language, the Messenger will load in your workspace's default language.
Intercom does not automatically track mobile user's language in an attribute on their profile like we do for web. For user's loaded in the Messenger on the web, Intercom tracks their language in the "Browser language" attribute, which is only applicable to web integrations.
If you want to target outbound content at mobile users based on language, you will need to set up tracking yourself. You can either use the language_override attribute to track mobile user language, or create a custom attribute to track language.
Does Intercom mobile SDK support video upload on mobile?
Does Intercom mobile SDK support video upload on mobile?
At the moment we support video uploads on Android SDK.
Do the mobile SDKs support Right To Left languages(RTL)?
Do the mobile SDKs support Right To Left languages(RTL)?
Currently, we don't officially support RTL in the mobile SDKs. However, newer features in the SDKs such as the Help Center do support it, which is why you will see a reference to RTL in newer releases of the SDKs. We do plan to fully support RTL in the future but for now, we don't currently support RTL.
How can I use Intercom to display announcements like a splash screen?
How can I use Intercom to display announcements like a splash screen?
Intercom doesn't offer a specific splash screen feature, but you can use outbound messages like Chats and Posts to achieve a similar effect. Chats can be used to announce something to your customers through the Intercom Messenger and prompt them to start a conversation. Posts can be used to make an announcement in your product that will immediately get the attention of your customers and can be sent in two sizes, Small or Large.
Can I send messages to specific screens in my mobile app?
Can I send messages to specific screens in my mobile app?
It's not possible to send a message to users of your mobile app on specific screens.
However, as a workaround, you can begin tracking a custom attribute, let's call it 'current_screen', and then update that attribute with an identifier (i.e. a name or an ID) of the screen whenever your users navigate to a different screen in your mobile app. This can be done for all screens, or perhaps just the ones you anticipate targeting with an auto-message.
After implementing the attribute you can configure the rule 'current_screen is splashScreen' in your targeted audience to send a message only to users who are on the splash screen.
Does Intercom track any extra attributes about users via mobile SDKs?
Does Intercom track any extra attributes about users via mobile SDKs?
Once a the mobile SDK is installed in a workspace, extra attributes will be main available in the web interface
For iOS/Android
Is mobile unidentifiedunidentified users are those that have not logged in an email/user_id (similar to leads in the web integration but remember that all mobile SDK records are users)
Enabled Push Messagingindicates that the record as a device token and thus can receive push messaging/notifications
Note: The mobile SDK attribute 'Enabled Push Messaging' is only ever set to 'True' or 'Unknown'. If a user has a device token attached to their user profile, 'Enabled Push Messaging' will return true. Otherwise, it will return 'Unknown'.
For Android
Last seen on android
Android sessions
Android app version
Android device
Android os version
For iOS
Last seen on ios
Ios sessions
Ios app version
Ios device
Ios os version
When are mobile sessions incremented?
When are mobile sessions incremented?
iOS
We increment the iOS session count the first time a user is registered
And subsequently on every
UIApplicationDidBecomeActiveNotificationthat is triggered by a user opening your app, once they happen twenty seconds apart.Application opens within twenty seconds are not counted.
Android: follows similar rules
Is there a difference in App Version type attributes?
Is there a difference in App Version type attributes?
iOS App version is of string type
Android App Version is of "version" type allowing greater then and less than
Do Product Tours work on mobile?
Do Product Tours work on mobile?
Product Tours let you create guided in-app experiences for your customers, so you can drive better adoption.
Product Tours works on desktop only. It doesn't currently work on mobile devices (including tablets) in the browser or in mobile apps.
Do Workflows work on mobile?
Do Workflows work on mobile?
Yes, they do!
Are there known connectivity issues for customers in Vietnam?
Are there known connectivity issues for customers in Vietnam?
Yes there are.
If you or your customers located in Vietnam are having connectivity issues with the intercom.com domain in our mobile SDKs, you can override the default domain name following these steps:
Android
Add the following meta-data in your app's AndroidManifest.xml:
<meta-data
android:name="io.intercom.android.sdk.host"
android:value=".intercom-messenger.com" />
iOS
Add this attribute in your Info.plist:
Key: IntercomCustomURL
Type: String
Value: intercom-messenger.com
With this change, all API requests will go through intercom-messenger.com instead of mobile-messenger.intercom.com.
This is supported on Android SDK 9.1.2+ and iOS SDK 13+.
How are push notifications sent from Intercom?
How are push notifications sent from Intercom?
While there are differences between how Apple and Android handle push, the principles are the same illustrated below
Request for push device token: When an app wants to use push notifications and a user accepts the permissions dialog, a request is sent to the relevant push service for a push device token. This token is the ‘address’, allowing the push service to deliver a push to a specific device when requested (similar to an email address)
Push device token sent: If the request is valid, the push service will return a valid token to the device.
Push device token passed to Intercom A token must be sent from the device to another service to be used for push. It may be sent to an app developer’s own server, to Intercom, to another third party, or all of the above. When this token is received on Intercom's end, we attach it to the user record.
Push package sent from Intercom to Apple/Google When a push notification is to be sent the following information needs to be sent to the Apple/Google push servers:
Device Token
Notification details (e.g. logo, title, body)
Authentication details (which allows us to send push on behalf of the app: this is where Apple iOS certificates and Google Android GCM/FCM keys come into play and need to be updated in the Intercom Settings dashboard)
Push notification sent to device
If Intercom authenticates to the push service for a given token, the push will be sent to the device
Push services do use Quality of Service (QOS)
Using Intercom mobile SDKs
Can you initialize / switch multiple app_ids dynamically
Can you initialize / switch multiple app_ids dynamically
It is currently not possible to switch between multiple ids on Android. Intercom.registerForLaterInitialisation(this) allows only for later initialisation, but it is not meant for switching app ids.
It will, however, work on iOS.
Do the Android/iOS mobile SDKs maintain session data on uninstalling and reinstalling of the app?
Do the Android/iOS mobile SDKs maintain session data on uninstalling and reinstalling of the app?
No they do not
For iOS: the apps are sandbox so the new installation will not have awareness of any previous install.
For Android: all the data will be gone on uninstall
If an app is upgraded e.g. via App/Play Store or in development mode, the session data will be maintained.
How does Intercom store session data on the mobile device of an app using our SDK?
How does Intercom store session data on the mobile device of an app using our SDK?
We store a file identity.icm that contains an anonymous UserId for unidentified users. For identified users we store their email (if they have provided one), their userid and intercom id. We use this to prevent re-registering a previously registered user. In terms of a session and whether we create a new one, this is determined by the time interval since the last session. The default here is 20 seconds. We don’t store anything on disk to track this.
Can the Android SDK be installed on an app that doesn't have Google Play Services i.e. the app is installed via Huawei App Gallery instead of Google Play Store?
Can the Android SDK be installed on an app that doesn't have Google Play Services i.e. the app is installed via Huawei App Gallery instead of Google Play Store?
No, Google Play Services are required for our Android SDK.
Where can I find my Mobile API key?
Where can I find my Mobile API key?
Your mobile API Keys can be found by hovering over your avatar profile photo on the lower left of the screen when logged-in to Intercom, and then choosing Settings > Installation > iOS / Android:
Also, if you haven't checked out our installation guides for iOS, Android, and/or Cordova, React Native, we recommend giving those a read! 😊
Can I import device tokens into Intercom?
Can I import device tokens into Intercom?
No, device tokens cannot be imported into Intercom.
Why does the Intercom mobile SDK include Sentry's SDK and when does the Sentry SDK initialize?
Why does the Intercom mobile SDK include Sentry's SDK and when does the Sentry SDK initialize?
Our mobile SDKs come with the Sentry SDK installed in them. This is used to help us track issues with the mobile SDKs. When performance data is sent to Sentry it is done so with PII data removed so there shouldn't be cause for concern around end user data being sent to Sentry.
The way the Sentry SDK operates is not the same for the iOS SDK and the Android SDK. For the iOS SDK, the Sentry SDK gets initialized right away, without the need for Intercom's iOS SDK to get initialized. It is not possible to change this behaviour as we need to initialize the Sentry SDK first in order to get accurate crash analytics for the Intercom SDK.
With the Android SDK, we do not initialize the Sentry SDK until the Intercom SDK is initialized. This is because the Android SDK does not use the default Sentry Android integration. It uses a lower level java library to send custom events to sentry. We are therefore able to control when it is initialized in the lifecycle.
How can I manage user sessions and authentication with the Intercom Android SDK, and what are the best practices for handling user state?
How can I manage user sessions and authentication with the Intercom Android SDK, and what are the best practices for handling user state?
The Intercom Android SDK handles user sessions internally. Once a user is logged in using Intercom.loginIdentifiedUser(), the session is persisted, and there’s no need to re-authenticate the user every time the app starts. The SDK caches the login state locally and maintains it until you explicitly call Intercom.logout().
To keep your app’s logic in sync with Intercom, ensure you log the user into Intercom at the same time you log them into your app, and call Intercom.logout() when they log out. This keeps the authentication state aligned across your system and Intercom.
You can optionally store user data (e.g., ID, email) in your app to help manage the current session state, but Intercom does not require you to re-store or re-identify the user unless the app is reinstalled or the user explicitly logs out.
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