Track when Intercom is not being fired on Bugsnag

[camposcristian]

Related to this

Basically, if the intercom JS is blocked and after clicking " Get in Touch" nothing happens, we need to catch this on Bugsnag.

I think this is not happening that often but if it is then...maybe provide a mailto: for these cases? Happy to look on other alternatives cc @charliemckenzie @mischacolley

[rin]

Before I do I have a follow up question … is that just for now to see how many users are affected? But does that really help us?

You could say that even if we find out it's just 0,5% that might be too much, because it might be the one person who wants to sponsor AIME with a billion dollars? You might argue that you expect them to try harder to get in touch if they really want to, but I know that if I had a billion dollars to spare I wouldn't waste my time :D .

I wonder if with this https://github.com/intercom/intercom-node we could do a contact form that opens if client-side intercom doesn't work; that just sends a message into our intercom.

Or, another suggestion:

1. Detect when Intercom was blocked (I think we need to check after loading intercom, if there's a DOM element for it on the page. I'll look into how to do that.)
2. If it was blocked, show people our email address. (I think this would be nice anyway – you can give an email address to other people, you can write an email to an email address while being offline, on one of those planes without wifi, you can forward to an email address – all things that Intercom doesn't allow you to do).
   (Dropping the intercom contact form because that would be more work and feel like we're doing something twice.)

[rin]

Ok, I did the first part – #459 – I just think it's worth also solving the problem in the same step by providing an alternative way to reach us.

[mischacolley]

Thanks for starting this @rin and also going deeper on the thinking. I think that any % not being able to contact us is also unacceptable so agree we need a solution to that. Has anyone researched this being an existing issue with intercom and existing solutions? I'm interested to see the numbers though if people aren't getting through....

[rin]

@mischacolley Intercom totally ignore the problem and just give everyone the answer for their FAQ: to research "how to detect adblockers" and ask the users to whitelist intercom/turn their adblocker off – which is, I think, not a solution (have the user fix your problems – worst UX ever). I made a PR where I report to bugsnag if someone can't open intercom, so that's a first step. I wouldn't wait long to also do the second part (display our email address or a contact form), because what I said further up.

[mischacolley]

Yeah let's do that second step ASAP. @rin I'm thinking we could use the Intercom inboud email address. So basically something like <a href="mailto:[our-intercom-email]">Email us</a>

@charliemckenzie ideas for how this could look?

[rin]

@mischacolley I checked with Lubem and it seems enquiries@aimementoring.com is handled by Intercom, so I'd just use that! I think what we show the user would be a) a short link to the FAQs (in a friendly non-patronizing way, that's not "don't contact us but read up instead", how many other people do it) and "email us at enquiries@aimementoring.com".