To help you diagnose and resolve the most common issues where a user can't see, access, or interact with the Intercom messenger or the Access Digital Assistant, we've collated some useful troubleshooting steps.
⚠️Important: Complete all relevant checks before escalating to your Digital Support Engineer (DSE).
Glossary
Intercom messenger: The in‑product chat interface, including the message bubble icon
and the window it opens: 
Access Digital Assistant: The name of our AI chatbot within the messenger, which responds to queries and routes conversations to a support agent.
These are separate components, and understanding which one is failing is essential for identifying the potential cause and solution.
📌 Note: Some products use their own in‑app button instead of the Intercom Messenger. The troubleshooting steps in this article still apply; simply substitute the Intercom Messenger with the product’s equivalent button.
Quick decision flow
Can the user see the messenger?
If no, go to Section 1.
Can the user see the Ask a question option in the messenger homepage?
If no, go to Section 2.
Can the user send a message, but they receive no response from the Access Digital Assistant?
If no, go to Section 3.
If none of the above resolve the issue:
Go to the Escalation requirements section.
Section 1: User can't see the messenger
1.1 Check CSP details in Intercom
To see the messenger, users must have:
A value in the CSP Type field AND,
YES in the Named Contact field.
📌Note: Some products allow messenger visibility for non‑named contacts. In these cases, CSP checks don't apply.
PeopleXD exception
For PeopleXD, ignore the standard CSP fields and instead check:
CSP type peoplexd payroll. There's one of these per module.
Named contact peoplexd payroll. There's one of these per module.
If both are yes, skip to 1.4 Check environment.
1.2 Check CSP details in Salesforce
If the CSP Type or Named Contact fields in Intercom are blank or incorrect:
Copy the user’s email from Intercom.
Search for it in Salesforce.
Under Entitlements, check for a tick in the Support field.
If they are a named contact in Salesforce, but this isn't reflected in Intercom, escalate this to your DSE.
To check the CSP details in Intercom and Salesforce, watch the video below 👇
1.3 Can't find the email address in Salesforce
If you can't find the email address from Intercom when you search for it in Salesforce, check whether the user appears under their company's account, with a different email address.
If yes, you need to update their email address in Salesforce, and this will sync their CSP details into Intercom. This can take up to 24 hours.
1.4 PeopleXD only URL check
In PeopleXD, the messenger only appears on specific URLs. To find valid URLs:
In Intercom, click Contacts.
Next to People, hover over the + icon.
Select Digital Assistant URLs.
Compare these with the user’s Current URL in their Intercom profile.
1.5 Check the user’s environment
If CSP details are correct, this suggests a local issue. Ask the user:
Have they accepted the Intercom cookie if their product and, where relevant, in Access Evo?
Can they see the messenger if they log into the product using:
A different browser?
A different device?
If yes, advise:
Clear browser cache and accept all cookies.
Check firewall and security settings.
Contact their internal IT team.
🤓 Tip: If you impersonate the user and you can see the messenger, this confirms a problem with their environment.
1.6 Check the Scope
Are multiple users from the same company affected?
Likely a customer IT issue.
Are multiple customers affected?
Check Intercom’s status page for outages.
⚠️Important: Always check for Intercom outages before escalating.
Section 2: User can see the messenger but doesn't have the Ask a question option
Key rule
For most products, only named support contacts can send messages to the Access Digital Assistant.
📌Note: In some products, Admins and Super Admins see the Ask a question option but can't interact with the Access Digital Assistant. They receive a link to the Help Centre instead.
2.1 What to check
If the product allows non‑named contacts to see the messenger
Check CSP details in:
Intercom
Salesforce
As per section 1.
If the product doesn't allow non‑named contacts to see the messenger
Search the user’s email address in Intercom. If you can't find it, this suggests Intercom is treating them as a visitor, and you should escalate to your DSE.
2.2 Expected Outcomes
The user isn't a named contact in Salesforce:
This is expected behaviour, and they shouldn't have the Ask a question option.
The user is a named contact in Salesforce:
Escalate to your DSE.
Section 3: User can send a message, but doesn't get a response
Symptoms
User can:
See the messenger.
Click Ask a question.
Send a message.
But:
Receives no Access Digital Assistant reply.
The conversation remains in the All inbox.
Receives only an automated expected reply time message.
👉 This usually means:
The user shouldn't have access, but does, or
A configuration change has occurred.
3.1 What to check
Does the product allow non‑named contacts to see the messenger?
Is the user a named contact in Salesforce?
Is this correctly reflected in Intercom?
Is the issue affecting:
Only this user?
All users with the same CSP details?
3.2 Scenarios
Check which of the scenarios below best describes the user, and include this when you escalate to your DSE.
Scenario 1
Product supports non‑named contacts.
User isn't a named contact
DSE solution: Remove Ask a question from their view.
Scenario 2
Product supports non‑named contacts.
User is a named contact in Salesforce.
User isn't showing as a named contact in Intercom.
DSE solution: Manually enter CSP details.
Scenario 3
Product doesn't support non-named contacts.
User isn't a named contact in Salesforce.
DSE solution: Block their view of the messenger.
Scenario 4
Product doesn't support non-named contacts.
User is a named contact in Salesforce.
User isn't showing as a named contact in Intercom
DSE solution: Manually enter CSP details.
Scenario 5
User is a named contact in Salesforce.
User is showing as a named contact in Intercom.
DSE solution: Check Access Digital Assistant workflow settings.
Escalation requirements
When escalating to your DSE, you need to include:
Scenario number.
User's email address.
Product name.
CSP details in Salesforce.
CSP details in Intercom.
Whether other users are affected.
Environment checks completed.
Confirmation that you've checked the Intercom outage status and there's no current outage.