Emails to GSuite and Gmail email addresses being flagged as "malicious"
Incident Report for Intercom
Resolved
Our Engineering teams have now re-enabled the download of attachments created through emails sent to Intercom workspaces. Customers might find that links to attachments in older emails will no longer download directly, but these attachments will still be available through accessing the conversation in Intercom. This issue is now resolved and services are working as expected.
Posted 9 days ago. Jun 10, 2019 - 12:35 UTC
Monitoring
Between approximately 2019-06-09 0000 UTC and 2019-06-10 0230 UTC, emails sent to Gmail or GSuite email addresses via Intercom would have appeared with a banner in GMail indicating that the email contained "dangerous" content. We have worked with Google to resolve the cause of this, and this banner is no longer appearing on emails sent via Intercom.

While we continue to work to resolve the root cause, we have temporarily prevented the download of attachments that were created through emails coming into Intercom workspaces which match any of the filetypes in the list below.

Attachment filetypes that are temporarily prevented include:
- doc, xslx, docm, docx, xlsm, exe
- html, htm, php, js
- zip, gz, 7z, rar, z, zls, tar
- arj, iso, ace, apk
- IMG, img, uue, cab

Workflows that rely on receiving inbound email attachments coming into Intercom will be temporarily disrupted.
Posted 10 days ago. Jun 10, 2019 - 09:29 UTC
Investigating
We are investigating a reoccurrence of email delivery issues related to customer files sent via Intercom being flagged as malicious by Google.

Known Impacted Email Services include:
- Emails sent via Intercom to GSuite or Gmail addresses.

Email Services Not Impacted:
- Transactional emails sent from Intercom itself
- Conversation summaries from Inbox conversations
- Emails sent via Messages to non Gmail or GSuite addresses
Posted 11 days ago. Jun 09, 2019 - 09:36 UTC
This incident affected: Intercom message delivery (Small message delivery, Medium message delivery, Large message delivery).