Correct

Standard Launcher settings?

Yes

No

Update Standard Launcher settings

• Settings > App Settings > Messenger Settings

Still not working? Go to the next step

Custom CSS or Javascript or Javascript/ad blocker could prevent messenger from loading/showing?

Yes

No

Disable Custom CSS / Javascript / ad blocker

• Remove customisations in case they are causing issues

Still not working? Go to Step 2 

Step 2: Load the page

Is Intercom Javascript being loaded?
(reload page with network console open to make sure)

Yes

No

Double check your integration

• Ensure it is correctly being inserted on the page
• Ensure there is no cache or configuration that could be preventing it from showing
• Double check installation
  • Single page app installation
  • Non single page app installation
    • Logged in user code
    • Visitor / logged out user

Still not working? Go to the next step

Is there a ping request to Intercom?
(reload page with network console open to make sure)

Yes

No

Type of Installation

Other

/ Basic

SPA (Single page app)

/ Advanced

Contact Intercom

Provide the following details

• URL of implementation or details of how you're integrating this into your code

Is intercomSettings / window.intercomSettings defined in the source code?

Yes

No / What do you mean?

Add intercomSettings to your page

• For logged in users
  • https://docs.intercom.com/install-on-your-product-or-site/quick-install/install-intercom-on-your-web-app-for-logged-in-users
• For visitors / logged out users
  • https://docs.intercom.com/install-on-your-product-or-site/quick-install/install-intercom-on-your-website-for-logged-out-visitors

Still not working? Go to the next step

Does intercomSettings exist in console?

Yes

No

Check implementation

• Possible problems
  • Console errors
    • Resolution: Fix syntax errors
  • Duplicate instances of intercomSettings
    • Remove overriding duplicate instances which would have incorrect data

Still not working? Go back to Step 2

If you have been here before / didn't make any changes in this step go here

Does it have the correct format and have app_id in it?

Yes/I don't know

No

Double check syntax and implementation

• Possible problems
  • intercomSettings is not an object
  • intercomSettings does not contain app_id

If you have been here before / didn't make any changes in this step go here

Still not working? Go back to Step 2

Contact Intercom

Provide the following details

• your app_id
• intercomSettings that you see
• URL of implementation and test login if needed

Is Intercom("boot",...) being called?

Yes

No

Call Intercom("boot",...)

• https://docs.intercom.com/install-on-your-product-or-site/other-ways-to-get-started/integrate-intercom-in-a-single-page-app
• https://developers.intercom.com/docs/intercom-javascript

Still not working? Go back to Step 2

Intercom elements loaded on the page?

Yes

No

• iframe
  • id: intercom-frame
• div
  • id: intercom-container

Check/Change Code

• If Intercom elements are not on the page, the messenger will not work correctly
• Likely cause: views get rendered on BODY element removing Intercom elements
  • Resolutions:
    • Delay booting Intercom until after view fully rendered
    • Move views to be rendered in a non BODY element

Still not working? Go back to Step 2

If you have been here before go here

Contact Intercom

Provide the following details

• your app_id
• the data that you're sending in Intercom("boot", data)
• URL of implementation and test login if needed

Is there an error in the ping request?

Yes

No

Details of the error

1. Invalid user_hash

2. Multiple existing users

3. Blocked. Not restorable

4. Not Whitelisted

5. Length too long

6. Other

Check Identity verification implementation

Still not working? Go back to Step 2

Unblock user

• Doc on blocking
• Settings > App Settings > Blocked people

Still not working? Go back to Step 2

Modify integration/data to ensure unique match

• Implement user_id in your integration
  (Doc on user_id)

or

• Delete duplicate record in Intercom
• leaving a single matching record

Still not working? Go back to Step 2

Whitelist URL

• Doc on whitelisting
• Settings > App Settings > Messenger Settings

Still not working? Go back to Step 2

Reduce Length of Data

• To be in accordance to custom user attributes length limit of 255 characters
• Doc on custom user attributes

Still not working? Go back to Step 2

Contact Intercom

Provide the following details

• your app_id
• the details of the error
• URL of implementation and test login if needed

Contact Intercom

Provide the following details

• your app_id
• URL of implementation and test login if needed