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aestandanteNew Participant

Analyze Fin

Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?

Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”Customer replied: “ok” “okay thanks” “cool” “got it” BUT, they’re not totally done with their concern. This is affecting Fin CSAT.

312

2 hours ago

Aleksei OInnovator ✨

Workflow triggers for when user submits Fin CSATSubmitted

It would be great to build workflows based on user feedback from Fin interaction. So if the CSAT is sent by Fin, and feedback sentiment is negative, we could offer escalation to Support, for example.

12

Daniel F12New Participant

Apps & Integrations

Can I create alerts for poor CSAT scores?

Hey Team, Quick question: “Is it possible to create an alert via Workflows or some other means to alert via Slack when a customer rates a conversation with a teammate as poor?” e.g. CSAT Score is 3 or less.Intercom has the ability to alert Slack Chan

Support AdminNew Participant

Reporting

CSAT reports to Slack

Hi, I’m wondering if it’s possible to get a weekly overview in Slack of the CSAT scores of the past week. I know it’s possible to send a message to slack when a user is not satisfied, but we would rather get a weekly overview instead of an immediate

Jinal.pNew Participant

Messenger Security

Tried to update user but there was a network error (401) - Failed Identity Verification check

I am using intercom iOS sdk using pod install and every time I launch intercom screen I got this Tried to update user but there was a network error (401) - Failed Identity Verification check error. Earlier it was working now it is not working. Same u

koheiNew Participant

user_hash looks fine, but intercom is not showing up with a 403 error.

Hi,I have embedded the Intercom script using Javascript. When I checked the Intercom setting configuration, everything looked good to me. But when I tried to init Intercom messager, I got an error "Invalid user_hash". Then I tried to check the user_h

User1140Active User

Workflows & Automations

Running code or an iFrame in the messenger?

Is it possible (or: what is the best way to...) run a small bit of code or show an iFrame in the messenger? For a certain case in a custom bot, if a user chooses a certain path, I want to show the user a quick calculator. The code is very simple - an

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17 hours ago

LarissaEmployee

Getting started with Intercom

When should I use conversation tags and conversation attributes?

Hey, I’m Larissa, a Customer Support Specialist with Intercom. 👋We often get asked what is the difference between conversation tags and attributes. Whist they can easily be confused, they can be used in different ways.Conversation Tags are tags that

Attila SimonNew Participant

Feature idea: copy Outbound message or Banner as DRAFTSubmitted

Most times Outbound messages and banner follow the same pattern, conditions and formatting.It would be a great tiny feature to clone / copy an existing Message and save as DRAFT (or just not active) so that common settings are easier to set.

1

Lizzie BurnsNew Participant

Knowledge

Draft saves should not update the "last updated" date on published articles

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to

291

1 day ago

aestandanteNew Participant

Analyze Fin

Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?

Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”Customer replied: “ok” “okay thanks” “cool” “got it” BUT, they’re not totally done with their concern. This is affecting Fin CSAT.

312

2 hours ago

L

Lizzie BurnsNew Participant

Knowledge

Draft saves should not update the "last updated" date on published articles

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to

291

1 day ago

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Amber StephensNew Participant

Train Fin

How are you stopping Fin from looping and being repetitive?

Something is going wrong with my anti-repetition guidance. No matter what, Fin will not stop repeating/rephrasing the same answer multiple times. I have guidance on asking clarifying questions and am wondering if that’s part of the issue. My adjustme

261

1 day ago

K

Kevin StevensNew Participant

Deploy Fin

CSAT Submission Window

We currently use Fin for Zendesk Messaging and have noticed that when using Fin CSAT, users have an unlimited window to submit their survey response even after a conversation has been “closed”. This results in users sometimes submitting responses ove

261

1 day ago

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test account 2New Participant

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Amber StephensNew Participant

Outbound

What's the best way to enable subscription types after we've begun using outbound messaging?

My company has used Intercom for years but we have not yet made use of subscription types. We have hundreds, if not thousands, of customers who have opted out of all emails so they aren’t receiving account related emails. The only real option I see i

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A

2 days ago

Adam BengalNew Participant

Tips, Tricks and Workarounds

Customer behavior changing to avoid Fin

Hello Intercom Community!We have been live with Fin for just over a year now. We began small with a subset of beta users, then went live with all users on our Cloud platform on January 1st 2026. While there are bumps and dissenters, overall the recep

1342

3 days ago

jenmrNew Participant

Support Operations

What are your best practices for chatbot deflection?

Hi everyone! I'm exploring best practices around chatbot deflection and would love to hear from this community's experience. Even though you may be using Fin, the underlying strategies likely apply across platforms.We're currently using AI chatbot to

541

3 days ago

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Evie LynchNew Participant

Workflows & Automations

Option to disable teammate email replies (force replies through Intercom platform)

Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-

612

3 days ago

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Steve BujouvesNew Participant

Train Fin

Can I Turn off Fin asking me (as an intercom user) to rate the answers it provides me?

I find the in app Fin experience on intercom to be incredibly helpful and I use it all the time. However, I get so many “rate your conversation” emails that it is starting to get annoying. Is there a way that I can mute these? To be clear, this is my

331

3 days ago

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