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Team EricaNew Participant

Support Operations

Instagram Business account does not appear after Facebook OAuth connection

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.Symptoms:- Social Channels → Instagram still shows “Connect Instagram business account”.- The Facebook OAuth flow completes and returns to Intercom, but the

211

7 hours ago

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Helen Bennie02New Participant

Helpdesk

Office Hours for ticketing reporting

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PM

201

8 hours ago

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ShaneCNew Participant

able to snooze or close ticket in MonitorSubmitted

feature request for Monitor, it would be prefect if I can snooze or close the ticket in monitor page like general ticket, so I don't need to navigate to general ticket to do so. is it feasible?

1

Kasper Florczak NøhrNew Participant

Allow iframe or HTML embeds in articlesSubmitted

Hi there!We use external tools to aid our articles visually, and we would love to be able to embed them in your articles.Additionally, allowing HTML, CSS or iFrames would let us customize the articles to match our company look.Looks like quite a few

125

bookletaiorgNew Participant

Knowledge Base

How do others organize customer requests for content/tools like recipe generators?

We help customers organize scattered content (recipes, PDFs, docs) into a single polished output using an AI layout tool called Cookbook AI. It keeps the original text unchanged and just handles categorization and layout.Curious how other teams here

Michelle ChiuNew Participant

Create new Slack messages from Intercom interfaceSubmitted

Today, the only way to create a new slack message to a customer is through an Outbound Broadcast. That is super cumbersome. There should be a way to create a new slack message from the Inbox (Channel or DM), just like you can create a new convo or ti

1

Michelle ChiuNew Participant

Need more control over Fin's engagement with customersSubmitted

For workflow that involve Fin, I have no choice on whether to let Fin engage with the customer or not. I need to use Fin to analyze new messages to determine intent and follow routing rules, but there’s no way for me to stop Fin from responding to th

1

Michelle ChiuNew Participant

Ability to which teams a teammate belongs toSubmitted

The Teammates page only shows how many teams a user belongs to, not the actual team name(s). Should list the NAMES of the teams in the Teammates page, not the quantity. Today, I have to go to the Team Inboxes page and check every single team and sear

1

Tim HillNew Participant

Disable Keyboard ShortcutsSubmitted

Keyboard shortcuts are incredibly annoying and always triggering when not intended. There needs to be a setting to disable them for good.

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1 day ago

Matej BosnjakNew Participant

Enable Fin to read customer-uploaded PDFs (and other files) from email and conversationsReleased

Hi Intercom community,We're running into a limitation with Fin that I'd love to get some input on.Fin currently only processes attachments shared as images (screenshots/photos) — it can't read the contents of document files like PDFs, DOCX or xlsx up

3

Team EricaNew Participant

Support Operations

Instagram Business account does not appear after Facebook OAuth connection

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.Symptoms:- Social Channels → Instagram still shows “Connect Instagram business account”.- The Facebook OAuth flow completes and returns to Intercom, but the

211

7 hours ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

190

1 day ago

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Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

170

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2 days ago

SarahtheSandmaamNew Participant

Reporting

Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must

1672

5 days ago

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Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

461

5 days ago

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earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

earsdecorNew Participant

AI Insights

How Is AI Transforming the Online Jewellery Shopping Experience?

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will bec

Cemone JuliesNew Participant

Messenger

The From and Reply‑to fields

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this i

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

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8 days ago

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