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Pioneer: A summit where CX leaders redefine what's possible

14 days ago

Fin Community

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Pioneer: A summit where CX leaders redefine what's possible

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Improving Fin AI responses to vague queries
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Tom LarsenNew Participant

Messenger

Intercom("showArticle") doesn't show article, possible race condition

I’m using `Intercom(“showArticle”, articleId)` to show article content inside the Intercom widget. Under certain circumstances, after calling `Intercom(‘showArticle’, articleId)`, instead of seeing the expected article, I instead get a “broken” ver

Gerald PradoActive User

Allow Fin to embed video in chat and email responses similar to how Fin shares imagesSubmitted

We would like to give Fin the ability to embed playable video in chat and email responses similar to how Fin shares images. Or in some cases provide a direct link to the video. Currently if we request information from Fin that could include a video,

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10 hours ago

Denis LemireNew Participant

Notification Activity Feed with Unread Badge — Show What Triggered My AlertsSubmitted

ProblemWhen a new conversation arrives, Intercom fires an audio notification and flashes the browser tab — but there's no persistent record of what triggered it. If an agent is mid-task or has multiple tabs open, the alert disappears without a trace.

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12 hours ago

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Jaedel LeonNew Participant

Macro Picker: Add Category Folders (not just keyword search via cmd+K)Submitted

The problem: Macro search (cmd+K) only works if you already know the macro's name or exact keywords. That falls apart fast when:You don't remember the exact macro name, just the general topic Several macros overlap (e.g. multiple billing responses) a

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60

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12 hours ago

Nathan SuddsTop Expert

Expert Profiles

Nathan Sudds

Nathan Sudds Hi, I'm Nathan!As a Top Intercom Community Expert and active member helping answer key questions in the community, I bring 5+ years of specialized Intercom consulting experience and a background as a former Head of Community and Custome

Marius IburgNew Participant

Fin FAQs

How to disable/edit Fin's automatic handoff message?

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this

191

13 hours ago

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Brianna SteadmanNew Participant

Feedback on Ticket Notification EmailsSubmitted

Hi Intercom team,We’ve received feedback from one of our customers about the automated ticket reminder emails sent through Intercom. The customer mentioned that it’s difficult to identify which ticket the message refers to—especially when they have m

27

Heli WangNew Participant

Difficult-to-use search and display functions for TopicsSubmitted

1. When entering Chinese keywords in the "Topics" input box, the pinyin remains in the box, causing confusion.2. Longer "Topics" are simply enclosed in ellipses. When the mouse hovers over them, no content is displayed. Before the update, they would

1

MaiNew Participant

[Feature Request / Bug] Android & iOS SDK: Draft text is lost during back navigation in IntercomSpace.HomeSubmitted

Description: When using Intercom.client().present(IntercomSpace.Home) on both Android and iOS Mobile SDKs, users experience total loss of input text if they navigate away from an active thread.Steps to Reproduce: Launch Intercom using IntercomSpace.H

1

Hannah JoyNew Participant

Delayed Send & Undo Send for EmailsSubmitted

Feature RequestAdd the ability to configure a short delay before outbound emails are sent, with an Undo Send option available during that window.Similar to what exists in Messenger.Problem / Use CaseCurrently, once an agent sends an email in Intercom

1

Marius IburgNew Participant

Fin FAQs

How to disable/edit Fin's automatic handoff message?

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this

ViraNew Participant

The new "From" header in Inbox chat takes up too much screen space

Recently, a new "From" field/line was added at the top of the chat panel with a customer. Unfortunately, this element takes up almost half of the visible screen area in the chat view.While I understand this might have been introduced as part of a des

391

3 days ago

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NickvanVlietNew Participant

Helpdesk

Unassigned calls unable to pick-up

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

BuuNew Participant

HelloWhen we try to send a picture on Instagram it doesn’t work anymore as it was working previously.If the customer send to us it’s working very well but not in the other way.It’s just red.Conversation : 215475580844736

271

3 days ago

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Phil LoughneyNew Participant

Workforce Management

self‑only performance view in Workforce

self‑only performance view in Workforce (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

chihhaohuangNew Participant

Messenger

Can I build my own Messenger UI using Intercom's API?

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle ap

evidueMakerNew Participant

AI Insights

Does anyone track whether customers come back on a *different* channel after Fin marks a conversation resolved?

Hi all — I'm doing some research on how teams measure AI resolution quality, and there's one thing I can't find anyone talking about.My understanding of the billing mechanic: a conversation counts as resolved either when the customer confirms it help

NIKOS DRANDAKISNew Participant

Deploy Fin

Allow custom auto-close timeouts for incomplete Workflow conversations

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather informati

613

5 days ago

Natalia_NNew Participant

Knowledge Base

Internal Article Formatting Lost

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation

2102

5 days ago

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Jamie ForbesNew Participant

Settings, Security & Permissions

Does anyone else experience SPF issue with Outlook?

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, m

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6 days ago

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