Identity Verification is now deprecated: https://www.intercom.com/help/en/articles/183-set-up-identity-verification-for-web-and-mobile-deprecated Users are now authenticated using JWT: https://www.intercom.com/help/en/articles/10589769-authenticating-users-in-the-messenger-with-json-web-tokens-jwts The change should be as simple as updating the key from `payload.user_hash` to `payload.intercom_user_jwt` https://github.com/rudderlabs/rudder-sdk-js/blob/9a294c9ef1c2198d7fe4752b19e831958af7902e/packages/analytics-js-integrations/src/integrations/INTERCOM/utils.js#L12 Opening this issue to get your thoughts before I put together a pull request