Why did my new Intercom leads drop?
The Intercom help pages give 4 common reasons. The first to rule out: If the Intercom code is missing from your site, or installed wrongly, the Messenger cannot appear, which can mean fewer chats and fewer new leads.
What causes it?
If the Intercom code is missing from your site, or installed wrongly, the Messenger cannot appear, which can mean fewer chats and fewer new leads.
In the Intercom help:
it is likely that the Intercom snippet is not installed or not correctly installed.
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.Some visitors use ad blockers or private browsing, which can stop the Messenger loading for them.
In the Intercom help:
Ad blocking extensions and private browsing modes can block the Messenger from loading
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.If the security check that confirms who your logged in customers are is set up wrongly, the Messenger does not load.
In the Intercom help:
The Messenger won’t load if JWT authentication / Identity Verification is set up incorrectly.
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.If you show the Messenger only to certain people, everyone else does not see it, so fewer visitors can start a chat.
In the Intercom help:
If you choose to show the Messenger to visitors or users who match certain data, your customers (and you) will need to match this data to see the Messenger appear.
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.
How do I check it myself?
Check that every domain your site runs on is on Intercom's list of allowed domains, spelled correctly.
In the Intercom help:
If these domains have been incorrectly added or the domain you’re on is not listed, the Messenger won’t load
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.Check that the Messenger is not still hidden from visitors, as it can be while it is being set up.
In the Intercom help:
When installing the Messenger, it's possible to hide it from your audience prior to launching
Troubleshooting when the Messenger doesn't appear, read 2026-11-12.
How would I know the day it starts?
- Feder reads your new contacts from Intercom each day and compares each day with your own history.
- It does not check whether the Messenger loads on your site. It tells you when new contacts go quiet or move outside their usual range.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See what Feder reads from Intercom, which feeds Interest. Feder only reads. It never changes anything in Intercom.
What else goes wrong with these numbers?
- Why did my Intercom contact count drop?Intercom
- Why is my Intercom contact count higher than it should be?Intercom
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Intercom help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.