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Customer Service Transformation Report 2026

11 days ago

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K

Krasto MilchevNew Participant

Reporting

Has anyone figured out a way to report on SLA based on Companies?

Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes.I’m surprised a basic report is missing and was

2633

1 hour ago

Diana TripacLeading the Community @ Intercom

New to Intercom Community? Start here ✨

Welcome to the Intercom Community! 👋 Here is a welcome message from Des, Co-founder of Intercom 🤩How to make the most of your membership?Access the Product Q&A -Ask questions and hear back from other users and the Intercom Team. Discover usefu

charleslenxNew Participant

API & Webhooks

Conversation Merge via API

Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow.

Vicky LabergeNew Participant

Reporting

Help report- ticket

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specif

Konstantina SpyropoulouNew Participant

Inbox

Best practice for handling open Intercom conversations when the assigned agent goes offline (high ticket volume)

Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could

80

K

10 hours ago

Andrii FedykActive User

API & Webhooks

Intercom webhooks for AI Inbox Translations

Hello,We integrate with Intercom using webhooks. When an admin replies to a conversation, we receive the reply via the conversation.admin.replied webhook event.When AI Inbox Translations is enabled, we continue to receive the original replies through

50

11 hours ago

A

Artjom JanssenNew Participant

Deploy Fin

FIN is 'stuck'/'clogged'/frozen - eternally loading uploaded content & can't ingest new content

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have rec

323

12 hours ago

C

Caroline LevisonNew Participant

Analyze Fin

Add CX score as an accepted field for the search conversations API

I want to be able to use the API to search for conversations with a certain CX score within a particular date range. Can you please add CX score to Accepted-Fields? https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversation

100

C

13 hours ago

Gustav RiedererNew Participant

Deploy Fin

Give Fin real-time instructions within an active conversation

It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like: • updated inform

343

17 hours ago

R

Roderick HendersonNew Participant

Outbound

Allow email composer pop-out window

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interf

charleslenxNew Participant

API & Webhooks

Conversation Merge via API

Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow.

Vicky LabergeNew Participant

Reporting

Help report- ticket

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specif

Konstantina SpyropoulouNew Participant

Inbox

Best practice for handling open Intercom conversations when the assigned agent goes offline (high ticket volume)

Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could

80

K

10 hours ago

Andrii FedykActive User

API & Webhooks

Intercom webhooks for AI Inbox Translations

Hello,We integrate with Intercom using webhooks. When an admin replies to a conversation, we receive the reply via the conversation.admin.replied webhook event.When AI Inbox Translations is enabled, we continue to receive the original replies through

50

11 hours ago

A

Artjom JanssenNew Participant

Deploy Fin

FIN is 'stuck'/'clogged'/frozen - eternally loading uploaded content & can't ingest new content

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have rec

323

12 hours ago

Gustav RiedererNew Participant

Deploy Fin

Give Fin real-time instructions within an active conversation

It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like: • updated inform

343

17 hours ago

R

Roderick HendersonNew Participant

Outbound

Allow email composer pop-out window

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interf

Canberk GulluogluNew Participant

Mobile SDKs

iOS first message from agent is not shown in the messenger screen

We're experiencing an issue with iOS SDK where AI agent responses are not immediately visible in the chat interface. When a user sends a question and the agent responds right away, the message doesn't appear on screen unless the user navigates back t

351

18 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

241

1 day ago

I

Idan.LevyNew Participant

API & Webhooks

Webhook topic for admin metadata (role, job_title)?

Hey everyone We're pulling Intercom data via webhooks into BigQuery for reporting. We need agent roles and job titles, but we're not seeing these fields in any webhook payloads (e.g., conversation events).Before building a separate pipeline to poll t

181

2 days ago

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