Intercom Community | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

Expand Fin to email is now live on Fin Academy!

29 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

7,128 Topics
18,078 Replies
26,512 Members

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Product Q&A

Find answers and get expert advice

Best Practices & Pro Tips

See top tips from users and Intercom team

Product Wishlist

Suggest ideas and share upvotes

User Groups

Join a user group and connect with peers

Learning Webinars

Get the most out of Intercom and Fin

Fin Q&A

Get inspired and engage in Fin discussions

News

Mastering Fin Procedures Course

Fin & AI

Forum|Forum|3 months ago

7011

Fin Office Hours – Register Now

Forum|Forum|6 months ago

10000

Fin over Email Webinars Now Live

Forum|Forum|29 days ago

2340

Engage in Popular Fin Topics

Improving Fin AI responses to vague queries
How do you improve your confirmed resolution rate?
Allow Fin to adapt a custom personality
What is considered a good Fin resolution rate?
Ability to categorise Custom Answers by category

Recent activity
Help others
Categories

T

Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

Justine StewartNew Participant

Launch workflow from Tour or TooltipSubmitted

It’d be great if we could trigger workflows based on customers clicking a button at the end of a tour or as part of a tooltip. The current workflow launch options are a bit limited for our use case - it’d help us automate more if we could (for exampl

1

Erin KActive User

Ability to Duplicate ArticlesSubmitted

I would love the ability to duplicate articles. We have features within our application that everyone has access to, but it’s a little bit different based on which product they have. I am going to create Help Center content that is geared toward audi

41

Colleen WeatherallConnector

Article review workflowSubmitted

I’d love to see some features to enable an article review workflow. For example, additional status categories (pending review, in review, reviewed), reviewer markup and/or comments.

16

Greyg SinigagliaNew Participant

Add API support to filter conversations by custom_attributes (like the UI filter)Submitted

Conversations already include custom_attributes as key-value pairs in the API response, but there’s no way to filter or search conversations by those attributes via the Search Conversations API (even though this is possible in the Intercom UI).This c

3

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.

4

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

Team EricaNew Participant

Support Operations

Instagram Business account does not appear after Facebook OAuth connection

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.Symptoms:- Social Channels → Instagram still shows “Connect Instagram business account”.- The Facebook OAuth flow completes and returns to Intercom, but the

Tristan KenneyConnector

Mobile SDKs

Network error on initial launch with Android SDK and Capacitor plugin

We are utilising the 6.0.2 version of the capacitor-community/intercom package, which is using a 12.x version of the Intercom Android SDK internally.What seems to be happening is that when the plugin registers it is making an initial call to Intercom

Erika StevensNew Participant

Configurable CSAT assignments - last responder vs assigneeSubmitted

CSAT responses currently get assigned to the last respondent on a ticket which makes sense for chat scenarios or shared convos/tickets but doesn’t always make sense for tickets. This should be configurable to allow us to assign CSAT to the assignee o

6

Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

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

Team EricaNew Participant

Support Operations

Instagram Business account does not appear after Facebook OAuth connection

I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.Symptoms:- Social Channels → Instagram still shows “Connect Instagram business account”.- The Facebook OAuth flow completes and returns to Intercom, but the

Nilutpal BoseNew Participant

Reporting

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket View

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to requ

80

N

1 day ago

SarahtheSandmaamNew Participant

Reporting

Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must

1472

3 days ago

T

Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

321

3 days ago

E

earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

earsdecorNew Participant

AI Insights

How Is AI Transforming the Online Jewellery Shopping Experience?

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will bec

Cemone JuliesNew Participant

Messenger

The From and Reply‑to fields

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this i

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

1351

D

6 days ago

News & Updates

-

News & Updates

8 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

245 topics

Proactive Support

1079 topics

Helpdesk

786 topics

Knowledge Base

457 topics

Workflows

567 topics

Messenger

501 topics

Data

192 topics

Security & Compliance

156 topics

Operator & Copilot

0 topics

Phone

0 topics

Email

0 topics

Omnichannel

0 topics

Workforce Management

0 topics

Localisation/Languages

0 topics

QA (Monitors)

0 topics

Customer Agent

0 topics

Reporting

257 topics

Tips from the Intercom Team

Getting started with Intercom

12 topics

Tips for Developers

7 topics

Intercom for Human Support

8 topics

Intercom for Automated Support

8 topics

The Workflow Recipe Book

8 topics

Fin Tips from the Intercom Team

15 topics

AI Transformation Stories

10 topics

Tips from Expert Users

Getting started with Intercom

1 topic

Use Intercom like a PRO

5 topics

Apps & Integrations

1 topic

Fin Tips from Expert Users

14 topics

Welcome to Intercom Community

Find best practices and guides about the Intercom Community

New Members

3 topics

Expert Users

5 topics

Expert Program Q&A

1 topic

Expert Profiles

7 topics

Ask your question

Hire an Expert

Meet our Community Champions!

Connect with Fin Experts, Consultants and Developers.

Tap into their expertise and elevate your experience!

Events calendar

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

Employee Leaderboard

Meet the Community Experts

Kevin Bendixen

Community Expert

Milan Markov

Intercom Certified Partner

Nathan Sudds

Community Expert

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group



Company	Community	Get involved	Resources	Support

About	Getting started	User Groups	User tips	Forum Support

Customers	Community Guidelines	Idea Exchange	Academy	Help Center

Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Powered by Gainsight

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Fin Community

Mastering Fin Procedures Course

Fin Office Hours – Register Now

Fin over Email Webinars Now Live

Engage in Popular Fin Topics

Hire an Expert

Events calendar

User Leaderboard

The leaderboard has reset

The leaderboard has reset

Employee Leaderboard

Meet the Community Experts

Connect, learn and share

Company

Community

Get involved

Resources

Support

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees