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Are you building the wrong Fin Procedure first?

2 months ago

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Andrii FedykActive User

API & Webhooks

No webhook when a new conversation is created on Intercom Inbox

Intercom has multiple conversation-related webhooks.When a new conversation is created in the Intercom Inbox, the `conversation.*` topics are not triggered.Below the screenshots on how a new conversation is created. Thanks for help!

20

1 hour ago

L

Lawrence TohNew Participant

Reporting

Handling time affected by Snooze

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.

704

L

2 hours ago

Gustav RiedererNew Participant

Apps & Integrations

Shopify Storefront MCP Connector broken: "Tool not found: search_shop_catalog"

Hi everyone,since around April 17th, our Shopify Storefront MCP Data Connector ("Search shop catalog") has been completely broken. Every call returns:"Tool not found: search_shop_catalog"Background:Shopify renamed the Storefront MCP tool from search_

20

2 hours ago

T

Ted KimNew Participant

Data --> People --> Custom Attribute ImprovementsSubmitted

Currently when you add a custom attribute the name and the key are the same thing, but the name is what is used for support agents and sometimes represents a variable in the codebase, but for an agent can be something more human readable or understan

2

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

4216

3 hours ago

Jessica McCulloughNew Participant

Link Multiple Tracker Tickets to ConversationsSubmitted

Sometimes our users report multiple bugs in a conversation. We would like to be able to have two separate tracker tickets in this case but the system will only allow 1 to be linked at a time.

60

9511

5 hours ago

M

MadiDNew Participant

Keyboard shortcut for send +snooze for later todaySubmitted

Would LOVE if there was a keyboard shortcut that allowed us to send + snooze until later today. I send + snooze almost every single conversation. There is already a keyboard shortcut that “sends+ close” but not one for this action. Don't tell me to u

1

Eder Islas GNew Participant

Rename and reorder messenger apps in SDK versionSubmitted

Allow reordering and renaming Messenger spaces in the mobile SDK

1

Matthew GrossNew Participant

Set Help Center article order with APISubmitted

I wish I could set the order of Help Center articles via the API. Right now, one can only do it via the Intercom UI.

1

LouiseKleinNew Participant

Outbound

Save Drafts for Side Conversations

The new UI update on inbox may have affected the behavior of side conversations.Current behavior: When composing an email in a side-conversation, closing the sidebar discards the draft entirely. Reopening the sidebar shows an empty compose field.Expe

70

L

14 hours ago

Andrii FedykActive User

API & Webhooks

No webhook when a new conversation is created on Intercom Inbox

Intercom has multiple conversation-related webhooks.When a new conversation is created in the Intercom Inbox, the `conversation.*` topics are not triggered.Below the screenshots on how a new conversation is created. Thanks for help!

20

1 hour ago

L

Lawrence TohNew Participant

Reporting

Handling time affected by Snooze

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.

704

L

2 hours ago

Gustav RiedererNew Participant

Apps & Integrations

Shopify Storefront MCP Connector broken: "Tool not found: search_shop_catalog"

Hi everyone,since around April 17th, our Shopify Storefront MCP Data Connector ("Search shop catalog") has been completely broken. Every call returns:"Tool not found: search_shop_catalog"Background:Shopify renamed the Storefront MCP tool from search_

20

2 hours ago

L

LouiseKleinNew Participant

Outbound

Save Drafts for Side Conversations

The new UI update on inbox may have affected the behavior of side conversations.Current behavior: When composing an email in a side-conversation, closing the sidebar discards the draft entirely. Reopening the sidebar shows an empty compose field.Expe

Richard HarrisNew Participant

Knowledge

Setting Help Article Permisions per Article / Collection

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allo

151

21 hours ago

A

alexheidiNew Participant

Analyze Fin

When will Intercom features build for Multilingual users?

It appears new features are regularly deployed without testing against multilingual use cases, we now have Procedures, and Recommendations incompatible with our workspace, seemingly due to multilingual articles.Great example of "garbage in - garbage

Liam HarperNew Participant

API & Webhooks

[BUG] MCP search_articles - Filtering by help center does not work

I am using the MCP search_articles here: https://developers.intercom.com/docs/guides/mcp#_-9Currently, help center filtering does not work. I suspect this is because the MCP endpoint uses help_centre_id while the REST API (https://developers.intercom

Zoe StevensNew Participant

Inbox

Hide Back Office Tickets from "All" tab

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these ar

Jackson KhanConnector

Train Fin

How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to bo

Mads EgmoseNew Participant

Inbox

Fin AI: draft email replies for human review

[Deleted and moved]

170

M

1 day ago

News & Updates

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