We've resolved the issue with customers using Android SDK seeing increased failures in attachments to conversations. We've released a new Android SDK version that will resolve this, but we have also implemented fixes to ensure backwards compatibility with older Android SDK versions.

The latest Android SDK is available here: https://github.com/intercom/intercom-android/releases/tag/17.4.7
Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation

All services are now working as expected.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Between 16:50 - 17:01 UTC approx 25% of articles were failing to load and an error page was displayed on all help-centres. We rolled back a change which resolved the issue. Apologies for the disruption.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

From 10:52 - 11:35 UTC, User Data and Conversation Data would not load in the Helpdesk. There were also failures in Ticket Creation.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

The team has shipped a fix and all phone calls should be properly routed now.

This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Customers using Fin for Salesforce can resolve this issue by going into Fin Settings, then Salesforce Integration, and then clicking reconnect. This operation must be performed by the cluster. We have confirmed that all customers following this process have seen recovery.

Between 16:20 - 17:16 UTC, most phone features were in a degraded state, including outbound and inbound phone calls. We apologise for the disruption.

We have started to receive messages with attachments/media from WhatsApp again. New inbound messages containing media, such as images, audio, or attachments, will be delivered successfully to the Helpdesk. Any messages that failed to deliver attachments previously will need to be sent again.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

Intercom was down in the EU from 08.23 UTC until 08:36 UTC. All services are back to normal operations.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

This issue is now resolved and the teammate web app is fully operational. The teammate web app was unavailable between 14:07 UTC and 14:23 UTC then again from 14:37 UTC to 14:47 UTC, due to an authentication error. All other services were unaffected during this period.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour

On December 15th between 11:06 UTC and 11:15 UTC, customers may have experienced severely delayed responses from Fin. During the recovery, customers may also have experienced conversations being automatically unassigned from Fin as we detected they were in a broken state.

The root cause has been identified to be a code change that has since been reverted, mitigating all customer impact. This issue should now be resolved and all services are restored to normal functionality.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour