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The Next Era of Fin

5 days ago

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Categories

D

Dev AcctsNew Participant

asked in API & Webhooks

Fetching articles from a specific help center using API

I’m fetching articles from Intercom using the API. In the case where multiple help centers are present, how do I fetch the articles from only a specific help center and not all articles? Alternatively, I am also open to fetching all articles but filtering them on the basis of help center. How can I do this using the API?

Dhawal ThumarNew Participant

asked in Customers & Experts Connect

How to improve CSAT response rate

My YTD CSAT Survey Response Rate dropped from 35% in Q1 to 30% in July and currently trending at 25% for August. Despite the freefalling response rate, my CSAT ranges between 93-95% but I’m still worried about the decreasing response rate. My divedeeps didn’t reveal anything actionable, I’m reaching out to this community to gain some best practices to help improve my response rate.

547

F

4 hours ago

prakashhinduja25New Participant

asked in Deploy Fin

Prakash Hinduja (Switzerland) How do you deal with visitors who bypass Fin immediately?

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss) I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

50

4 hours ago

B

Brice BENENew Participant

asked in Workflows & Automations

Workflow + Reply step + API

Hello guys, I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it. Configuration: Workflow Ticket Trigger : “If teammate changes the state of a ticket” From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not. It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

eeeNew Participant

Intercom iOS SDK 18.8.0 sometimes crashes app in `[ICMUserIdentity isEqual:]

This was reported 4 years ago in another post here: and supposed to have been fixed in Intercom’s iOS SDK 17.0.4: but unfortunately we’re seeing it again. This started happening after we turned on push notification integration for our app, and seems related to calling Intercom.setDeviceToken when iOS gives us an APNS token. In case it’s relevant, we have IntercomAutoIntegratePushNotifications turned off because it caused problems with Firebase Cloud Messaging’s similiar swizzling.

Mimi12New Participant

asked in Messenger

Creating Zendesk Tickets at the end of a conversation is impossible

Hi, I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed. In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours. We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscrip

Tal ShiklerNew Participant

posted in Workflows & Automations

workfolw pop up

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.

81

5 hours ago

prakashhinduja25New Participant

asked in Deploy Fin

Prakash Hinduja (India) How can I access Intercom partners for setup or expansion support?

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives. Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

142

5 hours ago

I

Iryna LokhvytskaNew Participant

asked in Outbound

Message rejected due to local policy. Please visit https://support.apple.com/en-us/HT204137

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side?

102

5 hours ago

Clark McCauleyNew Participant

asked in Apps & Integrations

Access Linked ClickUp Ticket From Conversations API

I’m trying to create a Zapier integration that syncs Intercom conversations to ClickUp tasks. We have the Intercom ClickUp integration set up such that we can link conversations to tasks just fine. The problem is that the Intercom API does not expose the ClickUp task ID or any other identifiers that could allow Zapier to see that Interom → ClickUp link. Is there a workaround for this, and if not, is it possible for the API to be extended to provide access to the third-party integration’s conversation attributes?

71

5 hours ago

D

Dev AcctsNew Participant

asked in API & Webhooks

Fetching articles from a specific help center using API

I’m fetching articles from Intercom using the API. In the case where multiple help centers are present, how do I fetch the articles from only a specific help center and not all articles? Alternatively, I am also open to fetching all articles but filtering them on the basis of help center. How can I do this using the API?

50

D

3 hours ago

prakashhinduja25New Participant

asked in Deploy Fin

Prakash Hinduja (Switzerland) How do you deal with visitors who bypass Fin immediately?

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss) I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

50

4 hours ago

B

Brice BENENew Participant

asked in Workflows & Automations

Workflow + Reply step + API

Hello guys, I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it. Configuration: Workflow Ticket Trigger : “If teammate changes the state of a ticket” From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not. It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

Mimi12New Participant

asked in Messenger

Creating Zendesk Tickets at the end of a conversation is impossible

Hi, I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed. In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours. We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscrip

21

E

4 hours ago

prakashhinduja25New Participant

asked in Deploy Fin

Prakash Hinduja (India) How can I access Intercom partners for setup or expansion support?

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives. Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

142

5 hours ago

I

Iryna LokhvytskaNew Participant

asked in Outbound

Message rejected due to local policy. Please visit https://support.apple.com/en-us/HT204137

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side?

102

5 hours ago

Clark McCauleyNew Participant

asked in Apps & Integrations

Access Linked ClickUp Ticket From Conversations API

I’m trying to create a Zapier integration that syncs Intercom conversations to ClickUp tasks. We have the Intercom ClickUp integration set up such that we can link conversations to tasks just fine. The problem is that the Intercom API does not expose the ClickUp task ID or any other identifiers that could allow Zapier to see that Interom → ClickUp link. Is there a workaround for this, and if not, is it possible for the API to be extended to provide access to the third-party integration’s conversation attributes?

71

5 hours ago

D

danilolimaNew Participant

asked in Apps & Integrations

Using custom attributes as placeholders

I'm seding custom attributes using the update function from react-use-intercom But I'm having problems using those custom attributes in the text and messages on the intercom painel After reseach a lot, I found those 3 options, but I couldn't find any oficial documentation about it // {{custom_token}} // {{prop.custom_token}} // {{custom_attributes.custom_token}} could someone confirm to me, how is the correct syntax is to use the custom attributes as placeholders in my texts

Nick HibberdNew Participant

asked in Deploy Fin

MCP Data Connector Authentication

Have been following the recommended approaches for authentication in the data conenction - once running via the messenger I can never get a real user auth passed through - it always sends my test token? Has anyone setup intercom message with a custom jwt to a custom MCP server?

DhivyaNew Participant

asked in Mobile SDKs

Play Store Rejection due to READ_MEDIA_IMAGES in Intercom React Native SDK

Hello Intercom Team, We are using @intercom/intercom-react-native for in-app support, which is a core feature of our app. Users often need to attach screenshots when contacting support. According to the official documentation, the SDK requires storage permission. On Android 13+, this maps to READ_MEDIA_IMAGES. However, Google Play has rejected our app, even after appeal, because this permission is considered sensitive. They are asking us to justify its usage, and one-time photo pickers are not accepted since the Intercom SDK manages its own gallery internally. This is now blocking our app release. We saw intercom-android PR #587 regarding Android 13 media permissions. Can you please confirm if this is the only way for the SDK to work, or if you plan to move towards the system photo picker (which Play Store prefers)? Is there an official statement from Intercom that we can submit to Google to justify this permission? This is a critical blocker — without this permission, our users cannot

100

D

22 hours ago

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