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Customer Service Transformation Report 2026

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Nathaniel UrquiaNew Participant

Settings, Security & Permissions

Why changes in workflow and other settings (banners) won't show on Change Log Section?

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check an

10

31 minutes ago

E

Eamon DavisNew Participant

Deploy Fin

Rolling out Video Channel

Hi all! Long-time listener, first-time caller 🙃I’m Eamon, and I lead Customer Ops at Playground. We’re exploring expanding our support channels to include video calls (e.g. Zoom).We serve daycare providers, who are often short on time and not always

Vitor Gomes da SilvaConnector

Mobile SDKs

Intercom Push Notification does not open the chat when cold start in SwiftUI

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xco

1996

V

8 hours ago

Nico MagbirayInnovator ✨

Train Fin

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it? I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to esca

ConorSuper User ✨

Build an internal glossary to help Fin understand your customers AND your product better

In Ep. 11 of Support Stack, Gabriela Passeri (Knowledge Manager at AutoDS) walks through how they made Fin actually understand their product.Their key move was to build internal, Fin-enabled glossaries mapping customer language to product terminolog

Alex DessNew Participant

API & Webhooks

Is the type of IntercomSettings.companies correct in @intercom/messenger-js-sdk

Issue:The TypeScript type definition for the companies property in the @intercom/messenger-js-sdk (v0.0.18) appears to be incorrectly defined as a single-item tuple rather than a standard array.Details: In the SDK's type definitions, the companies pr

arupertNew Participant

Deploy Fin

Unrecognized Users

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when u

253

K

23 hours ago

Nathaniel UrquiaNew Participant

Train Fin

Ability to Rearrange Guidance

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better. Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappe

Russ CoxNew Participant

Apps & Integrations

Custom domain behind Cloudflare full strict SSL mode

I’m following the below document to set up a custom domain for our help centres but am unable to do so given HTTPS (manual setup) appears to not support our domain’s Cloudflare SSL mode (full strict). HTTPS (quick setup) is not available for our exis

3076

F

1 day ago

Beth-AnnEmployee

Fin Tips from the Intercom Team

Use AI for content creation and optimization

You can use AI tools like Claude or ChatGPT to: Repurpose internal content: Quickly convert internal documents and product updates into customer-friendly Help Center articles. Review and rewrite: Rephrase content to match customer language.

1862

L

1 day ago

Nathaniel UrquiaNew Participant

Settings, Security & Permissions

Why changes in workflow and other settings (banners) won't show on Change Log Section?

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check an

10

31 minutes ago

V

Vitor Gomes da SilvaConnector

Mobile SDKs

Intercom Push Notification does not open the chat when cold start in SwiftUI

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xco

1996

V

8 hours ago

Nico MagbirayInnovator ✨

Train Fin

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it? I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to esca

Alex DessNew Participant

API & Webhooks

Is the type of IntercomSettings.companies correct in @intercom/messenger-js-sdk

Issue:The TypeScript type definition for the companies property in the @intercom/messenger-js-sdk (v0.0.18) appears to be incorrectly defined as a single-item tuple rather than a standard array.Details: In the SDK's type definitions, the companies pr

arupertNew Participant

Deploy Fin

Unrecognized Users

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when u

253

K

23 hours ago

Nathaniel UrquiaNew Participant

Train Fin

Ability to Rearrange Guidance

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better. Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappe

jodareanNew Participant

Fin FAQs

HFM Partner Code "30489892" – Best Global Code 2026 | Worldwide Active

When registering an account with HFM and entering partner code "30489892", your account is properly linked to an official global partner system. This ensures accurate referral tracking from the beginning. The code helps prevent registration without a

AsyncQuery DevActive User

Apps & Integrations

What slows you down when routing conversations?

I just shipped a free app called Smart Routing - reads the conversation, suggests which team should handle it + tags. One click to assign.Now figuring out what to build next. Auto-routing? Priority detection? Custom rules?What actually wastes your ti

Aidan LeeNew Participant

Mobile SDKs

Survey close button (X) unresponsive on iOS - touch events not registering

SDK Version: Intercom iOS SDK 19.4.1 Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description: The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close bu

Mateo JNew Participant

Mobile SDKs

React Native SDK Issue: phone Field Not Updating While REST API Works Correctly

Hello community,I'm experiencing an issue when trying to update the phone field in the user profile using the React Native SDK from Intercom.When I send the user data through the SDK method, all other fields are updated correctly, except for the phon

171

D

4 days ago

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