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

24 days ago

Fin Community

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18,166 Replies
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Categories

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Abegail DelmarNew Participant

Inbox auto-scrolls to the bottom of the queue after replyingSubmitted

Recently, I noticed when replying to a conversation in the inbox queue, it auto-scrolls to the bottom page of the sorting page I selected (Waiting since). I understand that when new reply is sent by me or my teammate, the conversation goes to the bot

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10

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2 minutes ago

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Nate RisenhooverNew Participant

Let Scorecard Evaluation / custom reports filter by review submission date, not just conversation dateSubmitted

Body:Reporting on Monitors scorecard evaluations (and the underlying Scorecard Evaluation dataset) currently anchors every metric to the conversation's own date fields — created_at, first_user_conversation_part_created_at, etc. — rather than to when

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7 hours ago

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Josh KodroffNew Participant

Sync with Google Calendar for OOOSubmitted

I would love the ability to sync my Intercom availability with my Google Calendar so that it automatically takes me out of rotation (Away) for assignment when I mark myself OOO in Google Calendar.Optionally, some folks might also want Away automatica

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10 hours ago

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KaydeNew Participant

Alias Profile PictureSubmitted

In my role, I have two distinct responsibilities. This means I use an alias to help avoid confusing users. However, the profile picture cannot be set for the alias. While I can update the picture in general, this changes it for all conversations I am

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30

K

10 hours ago

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Kelvin TamNew Participant

Dataset Export - preset columnsSubmitted

I understand that we can set up regular reports, but for more one off exports, where we know most of the preselected columns won’t be used, it would be good if we can save column settings instead of manually selecting and unselecting each column.

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943

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10 hours ago

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IreneNew Participant

Delete views from the InboxSubmitted

Why isn’t it possible to delete some of the views that were created? I know there’s the option of unpinning views, but whenever we scroll through “Add views” the list gets very long. Some were just needed for a particular issue or under a specific pe

2

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12 hours ago

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Sandra W.New Participant

Inbox Table Layout columns reset after platform updates (before/after screenshots)Submitted

Hi Dear Intercom team: After each platform update, our team's inbox column configuration is reset without warning. Every agent then has to manually rebuild their view from scratch.Examples: Before (my configured view):User, Company, Subject, Activity

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20

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12 hours ago

A

Anca LupituNew Participant

Deploy Fin

Confluence sync as public

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So

1512

13 hours ago

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NickvanVlietConnector

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?

662

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18 hours ago

L

Laura CelentanoNew Participant

Fin on Messenger - customise the answer Fin gives (currently unable to)Submitted

I would love to be able to chose if and what Fin says once it's given an answer to a customer. It seems to default to 'was this helpful’ or ‘was this what you were looking for'. If you could ask your product team to make this a setting/personalised p

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20 hours ago

A

Anca LupituNew Participant

Deploy Fin

Confluence sync as public

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So

1512

13 hours ago

J

jhonferyNew Participant

Workflows

Best Way to Manage Customer Support for a Gaming Website?

I’m working on a PC gaming website where visitors often have questions about games, installation, system requirements, and troubleshooting.For those using Intercom, what’s the best way to organize these types of questions? Would you recommend using a

531

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1 day ago

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Cole McCordNew Participant

Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - Airia

Product or tool name: Airia (https://airia.ai)Exact redirect URI to review:https://auth.airia.ai/OAuth/callbackMCP endpoints targeted: both https://mcp.intercom.com/mcp (US) and https://mcp.eu.intercom.com/mcp (EU). We have EU-hosted customers whose

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C

1 day ago

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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

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R

1 day ago

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jackofalltradesNew Participant

Apps & Integrations

API visibility for admin‑initiated outbound emails before a reply

When an admin sends an outbound email from Intercom, the message exists as a message object but no conversation is created until the recipient replies. Because of this, the API cannot retrieve the outbound email via the conversations API (GET /conver

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2 days ago

E

Emelie HeikuraNew Participant

Fin Tips from Expert Users

Not receiving all customer emails

Hi all! This is my first post in this community 👋🏻Since we started with Intercom, we have had problems with customers saying that they have emailed us several times, but not receiving a reply. Some times, we have found out that they’ve misspelled the

101

2 days ago

M

Marie GouilliardNew Participant

Ask the Intercom Team about Fin

Fin AI MCP tool calling is taking too long - how to reduce this latency?

We’re building a personalized onboarding experience using a Fin Procedure and two custom Data Connectors.The customer first receives this static welcome message through an Intercom Workflow:Hi, I’m an agent designed to help guide you through the prod

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M

2 days ago

Isabella SouzaNew Participant

API & Webhooks

Issue sending voice notes via WhatsApp channel

I'm having trouble sending audio messages to customers via WhatsApp. I'm receiving the following error message:WhatsApp could not accept this media. WhatsApp response: Audio file uploaded with mimetype as audio/ogg; codecs=opus, however on processing

80

3 days ago

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בן גטניוConnector

Train Fin

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted

6596

7 days ago

J

josephferyNew Participant

Workflows

How Should a PC Gaming Website Organize Its Help Center?

I'm working on improving the support experience for a PC gaming content website and am considering Intercom for customer communication and self-service support.The website covers various types of PC gaming content, so visitors may need help finding g

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8 days ago

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