iPadOS: “Send us a message” from Intercom Homescreen opens blank loading screen (second overlay) and blocks interaction; displayMessageComposer() works

[fechabanne]

Summary

On iPad (real device + iPad Simulator), opening the Intercom Messenger works, navigating to an existing conversation works, but tapping “Send us a message” on the Intercom Homescreen consistently opens a second overlay that stays in an infinite loading state. While this overlay is present, it captures all touches and the user cannot interact with the app or dismiss Intercom (close button becomes unresponsive).

As a workaround, calling displayMessageComposer() directly works reliably on iPad.

Environment

• Flutter: 3.35.6 (stable)

• intercom_flutter: 9.4.24 (also reproducible after update from previous versions; currently testing downgrade to 9.3.0)

• iOS SDK (via CocoaPods): Intercom 19.4.1 (from Podfile.lock)

• Devices:
  1. iPad Pro 11" (M4) real device (reproducible)
  2. iPad Simulator (reproducible)

• iPadOS: iOS/iPadOS 26.0 (simulator) + real iPad (same behavior)

Steps to Reproduce

1. In Flutter, log in user via loginIdentifiedUser(userId: ...).
2. Call Intercom.instance.displayMessenger().
3. Intercom Homescreen appears (“Hello , How can we help?”).
4. Tap “Recent message” → works (existing conversation opens).
5. Go back to Homescreen.
6. Tap “Send us a message” → a new screen/overlay opens with an infinite spinner.
7. The overlay cannot be dismissed; close button does not respond and the app becomes non-interactive.

Expected Behavior

Tapping “Send us a message” should open the new message composer and allow sending a new conversation message.

Actual Behavior

A second overlay/screen opens with a spinner forever. The app becomes non-interactive because the overlay captures all touches, and Intercom can’t be closed.

Notes / Observations

• This seems iPad-specific. Same flow works correctly on iPhone and Android, both mobile and tablet.
• Workaround: calling displayMessageComposer() instead of relying on the Homescreen CTA works perfectly on iPad.
• Our displayMessenger() call returns successfully; issue appears only after interacting with Intercom UI (Homescreen CTA).
• We see Intercom uses an ICMWindow overlay on iPad; the problematic screen looks like a second presentation layer.