FAQs and Troubleshooting

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

Ruairí Galavan avatar Liam Keegan avatar Thibault Candebat avatar +4
91 articles in this collection
Written by Ruairí Galavan, Liam Keegan, Thibault Candebat and 4 others
The Intercom Messenger

Can I customize the Intercom Messenger?

Ruairí Galavan avatar
Written by Ruairí Galavan
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.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Can I disable GIFs and attachments in the Messenger?

How to disable attachments and GIFs in the Messenger
Ruairí Galavan avatar
Written by Ruairí Galavan
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.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

Why can't I see the Messenger?

If the Messenger isn't appearing on your product or site, follow these steps to troubleshoot the issue.
Jack Jenkins avatar
Written by Jack Jenkins
Updated over a week ago

Is the Intercom Messenger accessible?

How the Messenger is built to be accessible, and ways you can help keep it accessible.
Liam Keegan avatar
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.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

How does the Messenger work with different languages?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Can I send Messenger apps in a message?

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Written by Ruairí Galavan
Updated over a week ago

When do borderless conversations appear?

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Written by Ruairí Galavan
Updated over a week ago

Can I hide my location in the Messenger?

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Written by Ruairí Galavan
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.
Liam Keegan avatar
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.
Ruairí Galavan avatar
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.
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Written by Ruairí Galavan
Updated over a week ago

How do I delete leads in Intercom?

Clean the list of leads you're tracking.
Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

How do I delete users and leads in Intercom?

Thibault Candebat avatar
Written by Thibault Candebat
Updated over a week ago

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

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Custom attributes vs events: what's the difference?

When to use custom attributes and events to track your customers' actions.
Jack Jenkins avatar
Written by Jack Jenkins
Updated this week

Can I link directly to a user profile?

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

How is a session defined?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Can I add descriptions to my custom attributes and events?

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Written by Ruairí Galavan
Updated over a week ago

Real time user presence (the technical explanation)

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Can I export user or company data as a CSV?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

What is a Unix timestamp and why is it needed?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

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

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

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

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

How do I end a session?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Is Intercom compliant with HIPAA?

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

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

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

Can I turn off replies for messages I send?

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Written by Ruairí Galavan
Updated over a week ago

Why hasn’t a user received my message?

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Written by Damon Foster
Updated over a week ago

How do I avoid spam traps?

What are spam trap email addresses and why do they matter for your app?
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Written by Penny-Merelle Gray
Updated this week

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

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Written by Ruairí Galavan
Updated over a week ago

How quickly does Intercom deliver emails?

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Written by Ruairí Galavan
Updated over a week ago

When do email auto messages send?

Ruairí Galavan avatar
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.
Liam Keegan avatar
Written by Liam Keegan
Updated over a week ago

How do I create filters for dates in the future?

Ruairí Galavan avatar
Written by Ruairí Galavan
Updated over a week ago

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

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Written by Ruairí Galavan
Updated over a week ago

Does Intercom support markdown?

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Written by Ruairí Galavan
Updated over a week ago

Can I send surveys using Intercom?

Send your customers surveys using apps in the Messenger.
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Written by Ruairí Galavan
Updated over a week ago

Can I send mobile push notifications/messages to customers?

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Written by Ruairí Galavan
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.
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Written by Ruairí Galavan
Updated over a week ago

How do I remove company email addresses from group conversations?

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Written by Ruairí Galavan
Updated over a week ago