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Customer Service Transformation Report 2026

10 days ago

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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

162

1 minute ago

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

בן גטניוConnector

Fin sometimes switches between masculine and feminine in Hebrew despite two Guidance rules

Hi everyone,Our bot communicates in Hebrew. Because Hebrew is gendered, we’re seeing an inconsistency: Fin sometimes replies in masculine form and sometimes in feminine form.Both of the following Guidance rules are under Communication style: Bot self

rixcyshahNew Participant

Intercom Community

How can I use Intercom for digital membership card workflows?

Hi everyone,I’m working on a project where members access a digital membership card ( for users to open support or access perks via a mobile interface). I’d love to understand how other Intercom users are handling similar workflows.Specifically: Has

Sebastian B12New Participant

Apps & Integrations

Creating Hubspot Tickets from Intercom Conversations

We are currently trying to implement a complete ticket tracking system from different channels like email inbox, intercom chats and aircall calls. We would like to automatically create Hubspot tickets based on Intercom conversations, but have not fo

User1204Active User

Anybody achieved to transfer Intercom conversations to a Hubspot Company's profile?

57610

14 hours ago

Nico MagbirayActive User

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

151

15 hours ago

C

Camille DualeNew Participant

Train Fin

I am struggling to get accurate answers from Fin in Chat replies to our customers

I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accurac

141

15 hours ago

J

joekeron42New Participant

Apps & Integrations

Intercom Integration Not Syncing User Data Correctly From Website

Hi everyone,I’ve integrated Intercom into my website to handle customer messaging, onboarding, and support, but I’m running into issues with how user data is being synced from the site into Intercom.While the Intercom widget loads correctly on the fr

flaviNew Participant

Workflows & Automations

API access to agents and reports

I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in

70

F

1 day 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

162

1 minute ago

R

rixcyshahNew Participant

Intercom Community

How can I use Intercom for digital membership card workflows?

Hi everyone,I’m working on a project where members access a digital membership card ( for users to open support or access perks via a mobile interface). I’d love to understand how other Intercom users are handling similar workflows.Specifically: Has

30

R

10 hours ago

Nico MagbirayActive User

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

151

15 hours ago

C

Camille DualeNew Participant

Train Fin

I am struggling to get accurate answers from Fin in Chat replies to our customers

I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accurac

141

15 hours ago

J

joekeron42New Participant

Apps & Integrations

Intercom Integration Not Syncing User Data Correctly From Website

Hi everyone,I’ve integrated Intercom into my website to handle customer messaging, onboarding, and support, but I’m running into issues with how user data is being synced from the site into Intercom.While the Intercom widget loads correctly on the fr

flaviNew Participant

Workflows & Automations

API access to agents and reports

I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in

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

121

1 day ago

T

TusFacturasAPPNew Participant

Inbox

Email New tickets to operators don't show description and title

When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?

IndyAnnaBonesNew Participant

Knowledge

2 feedback buttons could be confusing

There’s a ‘Give Feedback’ button above and a ‘Feedback’ button to the right. Why 2?

HugoRmConnector

How to filter side conversations

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is th

112

H

3 days ago

News & Updates

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