iOS: “Insert an article” links sent by support open as Not Found in Messenger (Capacitor SDK 7.x + Intercom iOS SDK 18.x)

[vadym-ivaniuk-mindly]

Description

On iOS, when using @capacitor-community/intercom, Help Center articles sent by support agents via “Insert an article” in the Intercom Messenger are not opening for end users.

Instead of opening the article, the Messenger shows a “Not Found” screen.

The same article:

• opens correctly in a browser
• opens correctly when manually opened via Intercom.displayArticle({ articleId })
• opens correctly on Web using Intercom Web SDK

This issue happens only when the article is attached inside the chat by support.

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Environment

• Capacitor: 7.x
• Plugin: @capacitor-community/intercom
• Plugin version: 7.0.3 (also tested 7.2.0)
• iOS Intercom SDK: ~18.x
• iOS version: 15.1+
• Platform: iOS (hybrid Capacitor app)
• Package manager: Yarn

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Steps to reproduce

1. Integrate @capacitor-community/intercom in a Capacitor iOS app
2. Open Intercom Messenger in the app
3. From the Intercom admin panel, as a support agent:
   • open an active conversation
   • click “Insert an article”
   • select any Help Center article
4. On the user device (iOS), tap the article link inside the chat

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Expected behavior

The Help Center article should open correctly inside the Intercom Messenger (native article view).

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Actual behavior

The Messenger shows a “Not Found” screen when tapping the article inside the chat.

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Additional notes / observations

• Calling Intercom.displayArticle({ articleId }) manually works correctly
• The issue seems specific to articles inserted via chat (likely web URLs)
• Web SDK (window.Intercom('showArticle', articleId)) does not have this issue
• This may be related to limitations of Intercom iOS SDK 18.x when resolving article URLs inside Messenger
• Newer Intercom iOS SDK versions appear to handle this better

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Logs (iOS)

HTTP load failed, error code: -1003 (NSURLErrorDomain)
"Unable to find the specified host"